Refund policy

Returns and Exchanges

At FolkMake, many of our pieces are handmade, small-batch, custom-made, or made to order. Because different product types involve different production methods and fulfillment arrangements, return and exchange eligibility depends on the type of product you purchased.

1. Handmade Character

Most FolkMake pieces are handmade. Slight differences in color, texture, shape, surface detail, or finish are part of the handmade process and are not considered defects.

2. How to Contact Us

If you would like to request a return, exchange, or after-sales review, please contact us at info@folkmake.com.

Please include the following information in your email:

  • Your order number
  • The product name
  • A brief explanation of the issue
  • Clear photos and videos
  • The full unboxing video where required

Please do not send any item back without contacting us first. The correct return address may vary depending on the product category or fulfillment arrangement.

3. Product Categories

For the purpose of this policy, FolkMake products fall into two groups:

  • Non-custom, non-made-to-order products: regular products that are not personalized and are not made only after your order is placed.
  • Custom or made-to-order products: products that are personalized, made only after your order is placed, or made according to your selected size, text, details, or other specific requirements.

4. Non-Custom, Non-Made-to-Order Products

4.1 Change-of-Mind Returns

For non-custom, non-made-to-order products, we accept change-of-mind returns within 14 days after delivery, provided that:

  • The item is unopened
  • The original packaging is fully intact
  • The item is returned in its original condition

In this case:

  • The customer is responsible for the return shipping cost
  • Original shipping fees already incurred, if any, are non-refundable unless required by law
  • The refund will be processed after the returned item is received and inspected

If the packaging has been opened, or the item has been used, damaged, altered, or returned without its original packaging, the return request may be refused.

4.2 Quality Issues

If a non-custom, non-made-to-order product arrives damaged, the wrong item was shipped, or the item is materially not as described, you may apply for a return, exchange, or refund review.

If the claim is approved:

  • FolkMake will cover the return shipping cost
  • FolkMake will also cover any reshipping cost where an exchange or replacement is arranged
  • We will offer a replacement, exchange, partial refund, or full refund depending on the situation

5. Custom or Made-to-Order Products

5.1 Non-Quality Reasons

For custom or made-to-order products, we do not accept returns or exchanges for non-quality reasons, including but not limited to:

  • Change of mind
  • Personal preference
  • Subjective dissatisfaction
  • Ordering by mistake
  • Not matching your expected use, styling, or space

5.2 Quality Issues

If a custom or made-to-order product arrives damaged, the wrong item was shipped, or the item is materially not as described, you may apply for a return, exchange, or refund review.

If the claim is approved:

  • FolkMake will cover the return shipping cost
  • FolkMake will also cover any reshipping cost where an exchange or replacement is arranged
  • We will offer a replacement, exchange, partial refund, or full refund depending on the situation

6. Evidence Requirement for Quality Claims

Required assessment factor:

For claims involving damage on arrival, wrong item shipped, or materially not as described, an unboxing video is required as key evidence. If you cannot provide an unboxing video, we are unable to objectively determine whether the issue arose during transit or after delivery; as a result, your return, exchange, or refund request may not be approved.

To help protect your rights, we strongly recommend recording a complete, continuous unboxing video when opening your parcel.

Suggested filming method:

  • Start with the sealed parcel and shipping label visible
  • Keep recording continuously while opening the parcel
  • Clearly show the item, packaging, accessories, and any issue found
  • Make sure the video is clear and unedited

7. Condition Requirements

For any approved return, the item must meet the condition requirements applicable to that return type.

  • For approved change-of-mind returns of non-custom, non-made-to-order products: the item must be unopened, unused, and returned with the original packaging fully intact
  • For approved quality-related cases: please keep the product, packaging, and all included items as received until the case has been reviewed

8. Review and Resolution

After we receive your request, we will review the submitted evidence and confirm whether the case qualifies for a return, exchange, replacement, or refund.

Depending on the situation, FolkMake may offer one of the following:

  • Replacement
  • Exchange
  • Partial refund
  • Full refund

9. Refund Timing

If your refund is approved, it will be issued to your original payment method after the returned item is received and inspected, or after the claim is otherwise approved.

Approved refunds are typically initiated within 10 business days. Your bank or payment provider may take additional time to post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@folkmake.com.

10. Important Notes

  • Handmade variation is not a defect
  • Please inspect your parcel promptly after delivery
  • Please keep the original packaging until you confirm the item is satisfactory
  • Please do not return any item without contacting us first and receiving return instructions