The Fold London Avis 271

The dress I ordered arrived without the belt. I reported the issue to customer service who took immediate action and sent me a new belt within 2 days! Great service and amazing support!

Really impressed by prompt, efficient and resolute client service when a delivery I had ordered, failed to materialise. Shahnaz did a great job of troubleshooting and keeping me informed. The item arrived and I'm delighted as always with my purchase.

I recently had an exceptional experience with The Fold London thanks to Shahnaz. She went above and beyond to resolve an issue with my order, including personally arranging for my delivery to arrive sooner than expected and refunding my shipping fee without hesitation. Her professionalism, kindness, and dedication truly reflect the high standards of The Fold. Outstanding customer service, thank you!

These clothes are very nicely made with women in the corporate world in mind. The fabrics are of high quality, the designs take into consideration workplace environment and they are very stylish. The way the Mira blazer gives me freedom of movement without compromising from style makes me happy, the fact that they sent a matching color camisole underneath my knit top is amazing.

In addition to having incredibly beautiful and well-made clothing, the company also has excellent customer service.

I live in the US, and sometimes, it can be difficult to communicate to the UK. Chia at The Fold has been very nice, as well as competent to work with on several occasions. She is always prompt, courteous and helpful. I will continue to shop at The Fold as they try very hard to please their customers.

The staff are incredible. From the moment we walked in we were greeted with smiles and warmth. They were honest about what looked good on me. Understood my style. The attention to me and my friends was the icing on the cake. An incredible experience. I LOVE the clothes. High quality, excellent fit.

Yvette

I lost the order number for an order I needed to return and Chia went above and beyond to locate the order for me and facilitate a return. She did background research and did not give up easily. I order from The Fold a lot and was very grateful for her help.

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 something I can say about other brands that often sit unworn in my wardrobe. I really appreciate the thoughtful design details: the subtle folds on the shoulders, clever draping in all the right places, just the right amount of stretch in the fabric, extra long zips (no makeup on clothes!), and, most of all, the consistent sizing. It looks expensive and it feels expensive.
My only complaint is that refunds take quite a while to process, and I was not able to get through to Customer Service by phone when I needed help, although I did eventually resolve the issue via email.

I bought a beautiful top from The Fold which was out of stock in my size online, I then contacted the shop at 28 Cadogan Place, London, SW1X 9RX, they came back to me very quickly to let me know that they had my size in stock. I paid for the item over the phone and they mailed it to me immediately, beautifully packaged, at no extra charge.
I would highly recommend The Fold, their customer service is exceptional

I was after a limited edition jacket, so I first used the Harper service to try on sizes. By the time I figured out the size, the jacket was sold out. The Fold customer care was excellent - they said they would do everything to help locate a jacket for me. They alerted the shops, updated me that they might reach out, and as soon as one became available, they called me to complete the purchase and ensure I don't lose the item. I just received the item, it's beautiful!

The dress came so fast. Their courier service kept me in the know and the process was so smooth.
The dress looked just as beautiful on as it did on the website. The colors were gorgeous and the fit was spot one

Excellent help from Shahnaz with reordering some sale items that had gone to the wrong address first time and needed to be re-ordered. She was super helpful.

Oh my goodness I never write reviews but this shop in Cadogan place The fold is absolutely 5 star 🌟 for everything they do. There service is kind, nothing is too much trouble, there expert advice was welcome. The team were fabulous especially Cherese. Thank you

Ordered a matching jacket and trousers for work on 1.9.25. Cost me almost £500 even with the mix and match discount.
Told would take six working days to be delivered.
Had to chase both items as no notification at all on delivery well after the six days.
Trousers received on 13.9.25 with e mail that jacket was to follow. On 15.9.25 got e mail saying jacket out of stock and so I’m being refunded for it. No suggestion re what I do with the trousers! Probably going to send them back as I wanted a suit.
Really poor customer service. I’ve been a very good customer in the past. Won’t be shopping here again I’m afraid

I purchased pair of trousers which were too large.i received confirmation of my return on 4th September
But my refund is still 11 days later not been sent, why hold on to peoples money which causes people to leave negative reviews when your products a so good,
Update
Further to this review my money was refunded this morning.

It took a while to receive a response from the customer service team, but once I received assistance it was a smooth process. Shahnaz was lovely to work with and was very helpful.

Shahnaz is extraordinarily helpful and responsive. Great to see a human touch! He is thoughtful and precise.

Amended review following contact with senior Customer Services assistant. Once Shahnaz took charge then there was a vast improvement in communication and my complaint was resolved. I've not upgraded it to 4 stars because I should not have to put a bad review on here to get any assistance but, having done so, I am very happy with the customer service I then received.

Below is my original review.
My first, and what will be my last, order from The Fold was a pair of trousers in the sale this summer - let us not forget this is still a three figure sum. On first wearing the hem came down. I duly filled in the customer contact form explaining what had happened and asking them whether I should return for a new pair or they would repair or I would take to my dry cleaner and The Fold could pay. It took nearly 3 days to reply asking for a photo and a sign off that clearly implied I was lying and if I needed further assistance to contact them again. I sent the photo by return and some 2 days later I am still waiting for the courtesy of a reply. So this lunchtime I shall take them for repair myself and this will be my one and only purchase from The Fold. Very disappointing is to put it mildly.

What a great idea. You can order items from online stores and you get five days to try them on (starts the day they arrive at your home) before you’re charged. I found this really helpful.