Refund policy

We want you to be 100% happy with your Follies so if there is an issue with your purchase we are here to help! 

The fastest way to contact us is to leave a message in the "Customer Support" chat widget on the bottom right of our website or email us at support@playfollies.com

Please note we are a tiny team so we do our absolute best to respond within 5-7 business days. Holidays Note: The studio is closed between 12/24 and 01/03 so we can be with our families, but rest assured we will get back to you immediately upon return

What is eligible for a return, replacement or refund?

All full priced items bought on playfollies.com are eligible for all of the above within 30 days of when the customer receives their order. We can offer some exceptions to this around the holidays. 

We have two options when it comes to returns for online orders, so please read these below to determine which option works best for you.

2 Options for Online Order Returns

  • Option A: Get a store credit refund, return shipping is on us.
    Under Option A, Follies will provide a pre-paid return shipping label to the customer for their return. The customer will accept the refund in the form of online store credit on playfollies.com, no exceptions. The customer must pack the returnable items securely and deliver the package to a mail carrier.
  • Option B: Get a full refund minus return shipping costs.
    Under Option B, the customer agrees to return the returnable goods for a refund to the original form of payment, but the customer is responsible for payment of shipping cost for the returnable goods. The customer must pack the returnable items securely and use a shipping service with tracking as Follies is not responsible for any items lost or damaged in transit. There is a flat fee of $20 for shipping and restocking items to our warehouse.

    If you wish to initiate a return, please send us an email to support@playfollies.com that includes:
    1. Order number as it appears on your email confirmation
    2. Which item you are returning and reason for return, include pictures where appropriate
    3. Which option you would like to proceed with: A) store credit refund or B) full refund

    You will then be contacted by a member of our customer service team within 5-7 business days with further instructions on how to complete your return.

    REPLACEMENTS & DAMAGED PRODUCT 

    We certainly don't want to you to receive damaged product so we are happy to issue a refund or replacements if you have any issues at all with your sets. If you see major damages to your Follies pieces or to your package please take a picture and send it to support@playfollies.com. In the email, please include your order number as it appears on your email confirmation as well as your preference for a refund or replacements.

    MISSING/DAMAGED/STOLEN PACKAGES

    We do not issue refunds on lost packages. If you have any questions about your package you can also contact UPS at their main customer service number:

    1 (800) 742-5877. You will need to have your tracking number on hand when you call them, the tracking number can be found in your shipping confirmation email.

    SETS BOUGHT ON 3RD PARTY WEBSITES

    Please note that for sets bought on 3rd party sites including Nordstrom.com, Maisonette.com & Amazon.com we cannot offer a refund. You will have to contact the retailer directly.