The Fold London Avis 

Their stuff is absolutely amazing and the customer care is wonderful. I couldn't find a piece I wanted online, but the team was so helpful. They managed to source it from their physical store and arranged to have it sent straight to me. Highly recommend!

Once Shahnaz was involved the process was very seamless and pleasant. She solved a problem with delivery, etc. promotion time!!!

I wanted the Eden Jacquard dress in a size 14 for a special occasion but it was sold out on line. Shahnaz from the fold sourced one for me, ensured it was ordered and delivered and then went out of her way to send me ideas and links for accessories, particularly a hatinator. The service was exceptional and the help was delivered with great personal care. Thank you The Fold, and specifically Shahnaz - the dress is beautiful and fits perfectly, I can’t wait to wear it.

I was looking for a dress for my son’s wedding - bought a 16 which was a little snug but kept it as I loved it and hoped to be a few pounds lighter ! Obv didn’t happen - no 18 on the website but got in touch with customer service at the fold who informed me when they had one returned to their warehouse . Bought it loved it and they happily refunded the size 16 . All in all fabulous customer service and will definitely buy from there again . Many thanks Shahnaz for all your help

Fabulous style, quality and fit. Fast shipping and easy return process. Outstanding customer service.

The Fold sells wonderful clothes and I’ve enjoyed wearing so many purchases. But sometimes I’ve had to return things and that’s how I know how good their customer really is! Well done to The Fold!

The Fold clothes are the ones I wear over and over - great fit, materiality, style and longevity. The customer service is above and beyond as well.

Very helpful service and beautiful items. Thank you, Shahnaz, for all your help with my query

Helpful customer service in promptly solving a delivery issue. Lovely quality dress.

The size I required was sold out on line. I emailed customer support and they answered saying they had located one for me . I also phoned the London store and they were exceptional, the dress is on its way to me with added fashion advice on shoe and wrap/ jacket colours . Fingers crossed it fits and I can go to my Sons wedding feeling fabulous.

I have used The Fold try before you buy several times with success.
I also like the fit of the dress I bought However, in February I used the system but needed to return three items and the system reported that the items had already been returned.
Several emails and telephone calls all remained unanswered
My father died on March 1 st and I was unable to continue to chase the problem.
I eventually had an email from the company saying they had charged me £745.
They apologised for my disappointment .
I took a screenshot of the page which told me that the items had been returned which was the day after I received them.

Customer service has been exceptional from this retailer. Shahnaz and the team at Cadogan Place went above and beyond and I would recommend using them. Great clothes and style.

Have had a few cloths from The Fold and have been delighted with them.
The service, delivery and presentation is exquisite. I appreciate things cannot always be perfect but I am confident that any problems would be professionally sorted. The bonus is having the, Harper, Try Before You Buy option which has been excellent.

I have been a Fold customer for several years, so I am very disappointed to be writing this review.

Since the returns process changed and a third-party provider is now used, returns have become unnecessarily inconvenient. Previously, I could print a Post Office returns label at home and arrange collection. Now only a QR code is provided, which removes that option.

As a result, I either have to spend extra time taking the parcel to the Post Office or pay separately for return postage. Given that customers already pay £6 for delivery, I think it is reasonable to expect a printable returns label and the option to arrange collection.

Unfortunately, this change has made the process so frustrating that this will be my last order.

No aftercare service . I had a problèm with an item day after purchase. Fist got answer 2 weeks after and then they did not offer replacement. For a store of this tenure, I would expect a good customer service. Karen millen who is lower on the scale did replace items in the past .

I’ve always loved The Fold’s clothes — the quality and design are genuinely excellent. But at this price point, you expect the service and delivery to be just as reliable, and unfortunately that’s where things fall apart.

There seem to be ongoing distribution or logistics issues, because delivery problems have become the norm rather than the exception. I even tried using Harper, who offer a brilliant service, but The Fold still failed to deliver to them on time. It’s incredibly frustrating to realise, yet again, that they simply can’t be relied upon.

What makes it worse is that there are plenty of competitors in a lower price bracket who manage to offer a far smoother, more dependable service. The Fold’s customer experience has progressively declined over the years, and it’s such a shame to see a brand with great products let down by consistently poor operations.

I really hope they address these issues, because right now the service just doesn’t justify the premium.

Update: the response nearly a month later says it all!

Seems others are finding coustomer service non existent sham as had a large order but needed info it’s a shame as love your clothes

Order was shipped promptly but sadly had to be returned. Two weeks later no sign of a refund and no acknowledgement. Contacted customer services twice - but no response. Will not buy again from this company.

I always use Harper when I’m buying from The Fold. Great way to try clothes before you buy. Good system for returning items. I deal with the admin and I get time to try various items at home. I only buy the ones I like. Good processes.

Beautiful items, poor customer service. I am a first-time customer in the US and purchased an item (the Alton blazer in forest green) as part of The Fold's Spring sale. The item page and check out page indicated a 14-day return period, but the order confirmation indicated that the item is not returnable. I reached out to Customer Service since the blazer is too large for me, and they were inflexible, even after I provided screenshots evidencing the advertised return policy. They claimed that outlet items can never be returned, however the item was not listed as an outlet item.
I expected better from a company with such a high price point.