Used the Harper try before you buy service, ordered a few things but sadly only kept one item, as the others didn’t suit me but clothes are great quality and would order from the Fold again. Only down... See more
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Review summary
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Reviews shaping this summary
I love The Fold’s clothes. Every single piece I have bought fits perfectly and feels comfortable, and I genuinely wear every dress, pair of trousers, and top I own from The Fold, which is not somethi... See more
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The try before you buy service is excellent, especially when you're not sure of sizing and need to order 2 different sizes. You simply post back the items you don't want and are billed only for the it... See more
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Had an amazing experience shopping in-store. Elly was incredibly warm and very helpful! Really went above and beyond to help me, and even helped me order some items that weren’t in stock in the st... See more
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Company details
Written by the company
The Fold is a contemporary British label focused on dressing and inspiring the modern, professional woman.
Contact info
28 Cadogan Place, SW1X 9RX, London, United Kingdom
- 0207 336 7599
- info@thefoldlondon.com
- thefoldlondon.com
4.1
Great
281 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 2 weeks
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I had booked a personal styling…
I had booked a personal styling assistant for 30 minutes. I had such kind and personal attention it made this shopping experience a great pleasure. I was given the chance to try on many of the beautiful dresses until we found THE ONE! I can strongly recommend The Fold based on my experience. Thanks Millie!
6 May 2025
Unprompted review
Reply from The Fold London
Hello there,
Thank you so much for your kind review.
We are so glad to hear that you enjoyed your personal styling appointment with our stylist Millie, and that you were able to walk away with the perfect dress!
We look forward to having you in store again soon.
Kindest regards,
The Fold Customer Care Team
Epic Service
The Fold are amazing! I had been let down by the main department stores and was in a right pickle. From the moment I walked in the store the service was outstanding. Their advice and help was incredible. I needed a tiny repair on the dress and it was done in 2 hours. I cannot thank The Fold enough and would give them a 100 stars if I could.
9 May 2025
Unprompted review
Reply from The Fold London
Hello there,
Thank you for your lovely review!
We are so glad that our Store Team were able to help you, and that you were able to make the most of our alterations/repair services.
We look forward to assisting you again soon.
Kindest regards,
The Fold Customer Care Team
great experience
excellent experience - Beatrix had lots of patience, good ideas and I really welcomed firm feedback kindly made on what did not suit me - exceptionally valuable
3 May 2025
Unprompted review
Reply from The Fold London
Dear Margaret,
Thank you for your review - we are so glad to hear that you had a great experience in our London Boutique with our stylist Beatrix!
We also offer a number of in-store and virtual styling appointments which we would certainly recommend for any future shopping considerations. All information can be found at the link below:
https://thefoldlondon.com/styling
We hope to see you in our Stores again very soon!
Kindest regards,
The Fold Customer Care Team
Excellent quality
Excellent quality, only matched by the incredible service of the staff 🙂
1 May 2025
Unprompted review
Reply from The Fold London
Dear Flor,
Thank you so much for your kind review!
We are always here to help, and we look forward to you shopping with us again soon.
Kindest regards,
The Fold Customer Care Team
Thank you very much
Thank you very much
I just received my order and everything EVERYTHING sat as it was made for me! Every item i true to size, amazing cut, right shoulders, right jacket length and top length. This is my first time ordering from you and i am beyond impressed with everything. Definitely you are my new favourite brand. Thank you very much and have a lovely day. You just made my weekend
26 April 2025
Unprompted review
Reply from The Fold London
Hello there,
Thank you so much for your wonderful review - it is greatly appreciated!
We are so happy to hear that you found yourself some great pieces.
If you ever require any assistance with styling, cut and fit, then please feel free to reach out to us at info@thefoldlondon.com as we would always be happy to help. We also offer in-store and virtual shopping experiences which are also a fantastic offering. Please see link below should you wish to explore this option further: https://thefoldlondon.com/styling
We look forward to you shopping with us again soon!
Kindest regards,
The Fold Customer Care Team
Feminine Edge, excellent customer service
I had received a brochure in the States about The Fold, and so decided to check it out on my next visit to London. I was so grateful to my Fold stylist Aryn, with who had some amazing ideas for how to style the pieces and what would fit together. I absolutely fell in LOVE with the Fold brand - the quality is impeccable. A lot of the major higher end brands now will have viscose or other breathable natural based fabrics on the outside, but then the base layer of the blazer or dress is polyester (I'm looking at you, Veronica Beard). For a similar price point, The Fold has impeccable quality fabrics - natural base layers as well - and the tailoring is perfect. I love that it's a brand for professional woman, since I fit that mold, as a woman who owns 3 businesses, but I also love that it's got a different aesthetic and style than any other professional wear I've seen - the emphasis on comfort, a feminine look that is not overstuffed, very elegant but also with some edge. And she's venturing out into occasion dressing, and I love what she's doing. Thank you so much Aryn for explaining the history of the brand, and helping me discover so many pieces that fit my body and style. I loved your vibe, it was like going out with a girlfriend to try on clothes - you were honest (which is rare in boutiques), but at the same time trying to understand my style and cater to it. My new favorite brand!
28 March 2025
Unprompted review
Reply from The Fold London
Dear Maya,
Thank you so much for your amazing review!
We are over the moon that you enjoyed your shopping experience in our London Boutique, and that you were able to work with our wonderful stylist Aryn to find yourself some fabulous pieces.
We also offer virtual shopping experiences should you wish to work further with any of our stylists upon your return to the States. All information on this can be found below: https://thefoldlondon.com/styling
We look forward to you shopping with us again soon!
Kindest regards,
The Fold Customer Care Team
I purchased the Tierney georgette…
I purchased the Tierney georgette blouse costing £195 in February, worn it at least 4 or 5 times. Bought this blouse as believed I was buying a quality item but unfortunately the material is of such a poor quality, frayed buttons, material marked and a flaw on the front. I reported it hoping for an exchange or some sort of compensation on my next purchase. However no such luck - disappointing. Not sure if I will remain a customer.
26 February 2025
Unprompted review
Reply from The Fold London
Dear Stephanie,
Thank you for your review.
We are sorry to hear this. We can see that our Customer Care Manager has reached out to you directly with a resolution.
Of course, if you have any further questions or require any further assistance then please feel free to get back in contact.
Kindest regards,
The Fold Customer Care Team
Absolutely no customer care!
I ordered a pair of bridal shoes for my daughter for her wedding in May at £350! When the arrived there was a mark on the right shoe. We returned the shoes, and after several emails to customer service (I use that word lightly!) and 3 weeks later, I still have not received my refund. My daughter loved the shoes so I ordered a new pair so have currently spent £700 on shoes and I think is unacceptable that it is taking over 3 weeks to receive a refund for faulty items. Perhaps Polly McMaster should look a little closer as to how her business is actually run. All very well offering luxury items but where is the customer care for your buyers?? Not good enough.
22 April 2025
Unprompted review
Reply from The Fold London
Dear Lise,
Thank you for your review.
We can see from our records that your return was received back to our warehouse on 17th April, and your refund for this was then processed on 23rd April - the slight delay here being due to the extended Easter weekend. As per our Terms & Conditions, once a return is received, it can take up to 7-10 business days for your refund to be processed.
In regards to your damaged item, we are of course ever so sorry to hear this. This definitely does not meet our high delivery standards, so we have been sure to raise this with our third party warehouse provider to investigate. As an apology for this, we have refunded both shipping fees on your original order and on your new order as we understand that we fell short on this occasion and that these we purchased for a very special day.
Again, we truly do apologise for your experience, and we hope that your daughter has a beautiful day.
Of course, if you require any further assistance then please do let us know.
Kindest regards,
The Fold Customer Care Team
No reply to customer service complaint…
No reply to customer service complaint in a week, very poor construction of $900 dress, zipper takes 2 people to carefully zip for fear of breaking. If a USA customer be careful and avoid if research more reputable product design and customer service.
12 April 2025
Unprompted review
Reply from The Fold London
Dear Betsy,
Thank you for your review.
We received correspondence from you on 21st April regarding your enquiry, which we can confirm that we responded to the next day. We also reached out to you again on the 24th April since we unfortunately have not received a response from you.
Our Customer Care Team will continue to try and contact you so that we can resolve this issue for you as soon as possible.
We hope to hear from you soon.
Kindest regards,
The Fold Customer Care Team
Appalled by The fold and lack of service
Appalled by The fold and there distinct lack of customer support and service. I recently bought a dress and wore it for the first time. The lining at the back was badly stitched and the dress did not hang right. In straining to try and adjust the way the split sat the lining ripped due to the way it was stitched. I wrote to the fold wrongly assuming that the price of the dress would correlate with a level of service that would help me. Sadly very wrong and would definitely not recommend. There advice is to go and find a tailor to get it fixed despite have paid over 400 pounds for a badly made dress.
18 April 2025
Unprompted review
Reply from The Fold London
Dear Esther,
Thank you for your review.
Again, we are truly sorry for your experience - we do not want our customers to be disappointed in such a way.
After further correspondence with our Customer Care and Garment Tech team, we hope that we have come to a satisfactory resolution in offering to repair your garment for you.
Thank you so much for your patience and understanding in the matter, and please reach out to us at info@thefoldlondon.com should you require any further assistance.
Kindest regards,
The Fold Customer Care Team
Try before you buy was just amazing
Try before you buy was just amazing. Practical, professional and so easy.
5 April 2025
Unprompted review
Reply from The Fold London
Dear Ana,
Thank you so much for your review!
We agree, our Harper Try Before You Buy and at home Concierge styling services are an amazing and easy way to try our beautiful collections in the comfort of your own home.
We're so glad that you enjoyed your experience, and we hope that you shop with us again soon.
Kindest regards,
The Fold Customer Care Team
The dress was beautiful
The dress was beautiful, but I had to return both sizes as I fell between them.
Shahnaz in customer services was fantastic and helped me through the returns process.
I wouldn't hesitate to recommend The Fold as very lovely clothes and very helpful customer services if you need them.
4 April 2025
Unprompted review
Reply from The Fold London
Dear Jane,
Thank you for your kind words.
We're sorry that your dress did not work on this occasion, but please do feel free to reach back out to the team as we would be happy to provide some further suggestions!
Kindest regards,
The Fold Customer Care Team
Beautiful clothes, excellent customer service
I have just recently discovered the Fold range of clothes whilst looking for a dress for my daughter’s wedding. I had a really lovely personal styling appointment in the London store where the staff could not have been more helpful. Since then I have used the mail order service to finalise my outfit. I had a few queries regarding shipping and the customer service support was excellent. Thank you
4 April 2025
Unprompted review
Reply from The Fold London
Dear Jen,
Thank you for your review!
We're so glad that you enjoyed your personal styling session in Store and that our Customer Care Team were able to assist with your questions.
Please feel free to reach back out to us if you require any further assistance.
Kindest regards,
The Fold Customer Care Team
Excellent Customer Service
I would highly recommend The Fold. The clothes are stylish and excellent quality. The customer service provided by Shahnaz was superb, she was helpful, friendly and professional. My enquiries and requests were dealt with immediately. An exemplary service. Thank you.
21 March 2025
Unprompted review
Reply from The Fold London
Hello there,
Thank you so much for your kind review!
We are always here to help, so please do reach out to us at info@thefoldlondon.com should you ever need any further assistance.
Kindest regards,
The Fold Customer Care Team
The chlothes travel really well!
I already gave a review of what I bought not long time ago, but I wanted to add another feature I discovered and helpful for business women, who travel like myself. On a recent trip, two shirts and a pair of pants from the Fold had gotten quite wrinkled, because I had done a poor packing job. I hung it all in the bathroom with the hot water running ( shower). Next day totally wrinkle free and without the use of an iron. I wish you would set up a store in the EU, so I could save the extra taxes..
19 March 2025
Unprompted review
Reply from The Fold London
Dear Hanne,
Thank you so much for your kind words!
We pride ourselves on our durable and crease-free fabrications, and we are so glad that these provided for an easy travel experience for you!
Kindest regards,
The Fold Customer Care Team
Responsive and reasonable customer…
Responsive and reasonable customer service
24 March 2025
Unprompted review
Reply from The Fold London
Dear Amanda,
Thank you so much for your review - it is greatly appreciated!
We hope that you shop with us again soon.
Kindest regards,
The Fold Customer Care Team
I ordered a dress in 2 sizes for my…
I ordered a dress in 2 sizes for my daughters wedding. I wanted my daughter to see the dress and they kindly extended the return time for me. Shahnaz was very helpful and responded quickly to my questions.
The packaging and return procedure was excellent and easy to do.
I am very pleased with my dress and will consider using The Fold in the future
20 February 2025
Unprompted review
Reply from The Fold London
Hello there,
Thank you so much for your kind review of our products and services - it is greatly appreciated!
We hope that you shop again with us soon.
Kindest regards,
The Fold Customer Care Team
My order was shipped to the wrong state…
My order was shipped to the wrong state and they refused to replace or refund it, and they are only accessible by email or social media. Four emails later, someone finally responded. It was a robotic response saying they would investigate and get back to me
28 February 2025
Unprompted review
Reply from The Fold London
Dear Ingrid,
We hope that you are well.
We have had a look on our system, and we are unable to locate your credentials or any email correspondence from you.
Our Customer Care Team took a call with you a couple of days ago, and we believe that you are referring to an order from another business with a similar name, as you were also referring to an item that we appear not to stock.
In the meantime, we will contact TrustPilot to see if we can obtain your contact details so that we can hopefully point you in the right direction.
Kind regards,
The Fold Customer Care Team
Beautiful item, badly packaged
I recently bought a coat,which is beautiful. However, the way it was packaged means it has arrived extremely creased. I will need it professionally steamed/pressed to be able to wear it. For the price paid I am disappointed. I have bought from other brands, and items are delivered on the hanger, crease free.
20 February 2025
Unprompted review
Reply from The Fold London
Dear Lisa,
Thank you for your review.
We're ever so sorry to hear this! If you could please drop us an email at info@thefoldlondon.com with some images of how your item arrived, then we can certainly look to make this right for you.
We look forward to hearing from you, and apologies again.
Kindest regards,
The Fold Customer Care Team
Outstanding experience
Service was excellent; the quality of the clothes outstanding. Attention to detail and the way the staff listened to the customer (me!) was brilliant.
8 February 2025
Unprompted review
Reply from The Fold London
Dear Rebecca,
Thank you so much for your kind review!
We hope that you will shop again with us soon.
Kind regards,
The Fold Customer Care Team
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