The Fold London Reviews 

I am delighted with my recent purchase from The Fold. First, the dress I ordered is beautiful. Flattering design, classic style, handsome fabric, excellent workmanship. Second, I snagged the dress on sale. Third, the customer service I received — across the Atlantic and several time zones — was outstanding. Because of that extraordinary service, I had my dress in hand in barely a week, despite ordering the wrong size initially and having trouble with the logistics of returning the original order.
A special shoutout to Shahnaz, who helped me navigate through the complications at my end.

I made a late return through a fault of my own and it was accepted. Great service!

Great customer service. Very impress by the immediate action taken by the team to help. Brand truly lives the expectations

Sadly one of the items that I bought during a sale event was too big and needed to return. However, because of my annual break I was not able to send it back as per the policy. I connected with customer service and they were extremely friendly. Promptly to offer to extend the return period in order to cover my holiday! This is a true customer centric company with very high quality products! Well done The Fold!!!

Really helpful team at the store who stayed late for us!

Lily in the Cadogan Square store, helped me choose my outfit for my daughters wedding in May, she was very professional in always and with all the comments I had at the wedding about the Palmerston dress, I was truly happy with my outfit. This is not the first time in the store, each outfit I have bought, have always given me pleasure and joy to wear. Thank you Lily Thank you again for your support.

Amazing clothes, and the styling team was incredibly helpful as well!

I had an issue with a discount code and the company went above and beyond to resolve it. Great customer service, thank you!

very helpful and prompt response

In my case, the delivery firm delivered my The Fold parcel to the wrong address, and I could not locate it. I emailed the customer care team and a fabulous lady called Helena responded promptly and after apologising for the delivery issue (despite it not being their fault) arranged for a replacement order to be sent out next day; this one I received safely.
The service I received was prompt and professional and it was clear that to Helena and her colleagues - customers come first.
The happy ending is that my original parcel eventually turned up and I was able to return it to their Pont Street store AND the delivery driver called me in person to apologise for the error! Happy days

I have just placed an order for one dress and only after the payment had gone through am I advised that there is a 7 week wait !!! That is ridiculous not to advise customers of this wait/delay. My holiday will be done and dusted in 7 weeks ! Very bad policy !
ADDENDUM: Customer services responded to my email the next day, offered a refund without any problem and I am happy to say the refund arrived within four days . I am very happy with that service .

Lovely experience. It's difficult for me to find clothes that fit, and I was shopping for a special occasion.
All the staff at the shop was incredible friendly and helpful, and even my friend ended up buying something for herself. I trusted my stylist 100% and the clothes that she wrought that I was most doubtful about ended up fitting perfectly, and I loved them! I wanted to keep everything.
I highly recommend it, and look forward to visiting the shop again.

I arrived and a rail of clothes laid out to try. Very helpful staff, gorgeous clothes and only took 30 minutes!

Excellent service with personalized attention! It was a very productive hour and I came out with 6 amazing pieces. I would definitely do this again next time I’m in London.

Let me start by saying the clothes are beautiful and very well made. However, returns and communications with the company are awful.

I ordered a dress in their sale and was sent the wrong one. I returned the dress using the prepaid return label and it was received by the company on 17 April but I am still waiting for a refund.

I have emailed the company three times and have not received a response. I've tried calling their customer information line but no one answers the phone.

For a service selling expensive clothes and that targets professional women I find it very difficult to comprehend why they have failed to respond to any emails, do not answer the phone and do not acknowledge receipt of returns or process refunds in a timely manner. While I have been impressed with the quality of the items, the lack of service makes me unlikely to place further online orders. 

Beautiful clothes but DONT order from them unless you are sure the item will fit. Returns take weeks and weeks to process which is really unacceptable when you are paying over £500 an item. I have been emailing repeatedly for weeks chasing my return with no response and don't try phoning as the calls don't get answered and just revert back to the answer machine.
So frustrating for such a lovely clothing range, charging top prices but they obviously don't invest in customer service.
Won't be buying from them again.

Tried to track a package for weeks. DHL delivered to the wrong address. Horrible customer service. Won't order from them again.

First of all, the clothes are lovely! Really great tailoring and material.

Some of the clothes proportions are not depicted well in the photos online. For example I order a couple of “midi” dresses that appeared to fall mid-calf on the tall models, but when I tried the dresses myself, they fell to knee length on my short 5ft 3” inch frame? Bizarre. Not always the case I hasten to add - 50/50.

But it is the logistics side that really lets the online experience down. All four of my orders took a week to dispatch and then the tracking didn’t budge for another couple of days. Then return timescales are atrocious and all three times have been in contravention of the distance selling regulations with refunds only being processed after chasers, 3-4 weeks after receipt.

It puts me off ordering which is a shame because the clothes themselves are gorgeous. Please change your logistics provider - their service does not match your wonderful clothing and branding.

I recently had a problem with an item missing in the post. Shahnaz handled the issue professionally and efficiently, she tolerated my frustration and ensured I was satisfied with the outcome. I must have spoken with her 5 or 6 times and she was consistently helpful, friendly and driven to find a solution to the problem.

A complicated purchase process made easy by forward leaning staff, as follows:
Tried on the excellent saint pietro 45 burnt orange shoes size 39, found to be perfect. Went buy online but 39 out of stock. Emailed to see if any others coming into stock - nope end of line. But, advised to contact the stores so WhatsApp the stores to see if any still in store did so & bingo, last pair available. Same evening transaction made (including 15% discount) and shoes on the way in the post. Great online and in store staff - thank you all.