Frequently Asked Questions
Still Looking?
Have a question? Email us—we'll help fast.
Shipping & Delivery
How long does shipping take?
Most orders leave our warehouse within 24 hours (Monday–Friday). Typical delivery times:
- UK: 5-7 Business days.
Do you offer free shipping?
Yes — shipping is free on every order.
Do you offer express shipping?
Yes. Express options may be available depending on where you are. Every shipping method available to you is shown at checkout.
Will I receive a tracking number?
Yes — a tracking link is emailed to you the moment your order leaves our warehouse.
What countries do you ship to?
At the moment we ship within the United Kingdom only.
Delivery timeframes are shown at checkout.
Orders & Tracking
Can I change or cancel my order?
If your order hasn't shipped yet, we can often update or cancel it — just contact us as soon as you can.
Once it ships it can no longer be changed, but our return policy still covers you.
My order hasn’t arrived — what should I do?
Start with the tracking link emailed to you when your order shipped. If the package looks delayed or stuck, get in touch and we'll sort it out.
I received the wrong item — what now?
We're really sorry about that. Contact us with your order number and a photo of what arrived — we'll make it right as fast as we can.
Returns & Exchanges
What is your return policy?
Returns
We want you to love your Foldie products. If something isn't quite right, we're here to help.
You can request a return within 60 days of delivery.
To start a return, simply contact our support team:
Our team will walk you through the process step-by-step to make it as easy as possible.
How Returns Work
- Email our support team with your order number and the item you'd like to return or exchange.
- Our team will send you the return instructions.
- Once the item arrives back and is inspected, we'll process your refund.
Items must be unused and in their original condition.
Return Shipping
Return shipping costs are covered by the customer.
Exchanges
We currently do not offer exchanges.
Warranty & Product Guarantee
Is there a warranty on Foldie® products?
Yes. Every Foldie® product comes with a 1-year warranty covering manufacturing defects, including zippers, stitching, and hardware.
What is not covered under warranty?
The warranty doesn't cover normal wear and tear, accidental damage, misuse, or modifications.
If you're unsure, feel free to reach out — we're always happy to help.
How do I submit a warranty claim?
Contact us with your order number, a short description of the issue, and a photo. We'll review it and come back to you as quickly as possible.
Product Care & Materials
How do I clean my Foldie® bag?
Most Foldie® bags can go in the machine on a gentle cycle. We recommend air drying to keep your bag in its best condition.
For small marks, spot cleaning is usually enough.
Are Foldie® products water-resistant?
Yes. Our bags use a water-repellent polyester blend that helps protect your essentials.
Are your materials vegan and cruelty-free?
Yes — our materials are vegan and cruelty-free, with no animal-derived components.
Payment & Discounts
What payment methods do you accept?
We take major credit cards, PayPal, Apple Pay, Google Pay, and other secure payment methods depending on your location.
All payments are encrypted and processed securely.
Can I use multiple discount codes?
Discount codes can't be combined — only one code applies per order.
Do you offer gift cards?
Yes. We offer digital gift cards in several denominations.
General Questions
Are Foldie® bags carry-on approved?
Yes. Foldie® bags are designed to meet most airline carry-on requirements, and many customers use them as a personal item that fits under the seat.
Where is Foldie® based?
Foldie® is headquartered in Belgium near Brussels, with team members and partners across the U.S., U.K., Australia, and Asia.