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Sustainable shopping FAQs

Questions about shopping sustainable clothes? Find out everything you need to know about sustainable shopping, eco-friendly clothes and how to buy sustainable basics, eco-friendly dresses and waste free clothes that make a difference.

Shipping & delivery

Royal Mail are currently experiencing issues with their services including tracking information. There is also planned industrial action which may impact deliveries. See the latest from Royal Mail here. We are sorry if your order has been affected, and we sincerely hope the issues will be resolved shortly.

How do I track my order?

As soon as your parcel has been handed over to Royal Mail, you'll be getting an email with your tracking information so you can see where your parcel is on its journey to you.

If you have any questions about your delivery, or if there's anything else we can help with in the meantime, feel free to send our Customer Service team a message at support@thisisunfolded.com and we will get back to you.

What is the shipping process?

Fashion is one of the most polluting industries in the world. This is Unfolded does things differently. We make clothes after you order, meaning we can cut waste and reduce the impact on the environment - and at the same time we can invest the savings in doing good.

It does mean that orders take a little longer to arrive. When a collection goes on sale, it usually takes about 4-6 weeks for items to be delivered. In some cases it can be a bit longer, in some significantly shorter. We'll update you with all the information about your product's journey so you always know what's happening.

Delivery is free for orders over £39. For orders under £39, a delivery fee of £3.99 will be added at checkout.

Can I change my address?

We may be able to change your delivery address, but we can’t guarantee it. If you'd like us to look into this for you, or if you have any queries, then please contact our customer service team at support@thisisunfolded.com, and we'll do our best to help you.

Where do you ship to?

We’re currently only shipping to the UK but we will extend this as soon as we can. As we’re led by the community, tell us where you want us to ship to here, and we’ll let you know as soon as we extend our shipping territories.

Can I edit/cancel my order?

We place our orders with factories when you order, which means that we’re not able to cancel your order after it’s been placed. Our team will do everything they can to advise and find a solution, so feel free to get in touch at support@thisisunfolded.com.

We also have options once your order arrives to swap within our community, or return.

What is the packaging made of?

All packaging bags – garment and outer are recycled and landfill biodegradable, this means that you can just bin them with your general waste and they will break down in a matter of a few months instead of hundreds of years, pretty nice right?!

We’re always trying to look for better solutions, so at some point in the future, we are looking to move towards using paper which can be easier to recycle in urban areas.

We don’t yet feel comfortable using paper bags (we don’t want soggy clothes and British weather is a little unreliable..) however it is something that we’re continuing to explore.

What if I get something that's not right?

We are really sorry if you have received a faulty or damaged item.

In these rare circumstances, we will of course look to offer you a solution, whether that is an exchange of a faulty item or if you've received the wrong size by mistake, a refund or another solution that works better for you.

The first thing to do is to send us a photo of your item, showing any faults or issues - if it's the wrong size, a note with the measurements is also very helpful. Send this to support@thisisunfolded.com and include your order number, and we'll get right on sorting things out for you!

Why haven’t I received all of the items on my order?

Some orders might be delivered to you in multiple deliveries. This can be due to the size, value and the weight of items ordered or that the items have been available to be collected from our factory partner. This can also happen when items are ordered from multiple collections.

Please check your order confirmation email for further information on when your item/s are expected to arrive.

If you need help tracking down an item, get in touch with our customer service team on support@thisisunfolded.com and we’ll be happy to help!

PS. We use partners to offset our logistics emissions and use biodegradable bags to ensure our environmental footprint is as small as possible.

Payment & refunds

Can I swap or return an item?

First of all, we really hope that you do love your clothes. However, if a piece doesn’t quite work for you, we have a few options.

This is Unfolded has a growing community of like-minded shoppers, where you can swap anything that isn't right for you and get something else great instead. We offer free postage for your first swap.

The best way to find someone to swap with is to post in our brand new Unfolded Swap Shop and you can view our full swapping instructions here.

It's simple, fun and great for the environment - returns are really quite damaging and costly, so swapping is a much better option. Thank you for doing things differently with us!

Returns are a quick route to more landfill, and they affect the good we can do, as well as creating more harm to the environment. We offer other options, but we do pledge that no items returned to us will go directly to landfill. We’d urge you not to return, but if you feel you need to return your clothes please get in touch by emailing support@thisisunfolded.com.

You can read our full refund policy here.

Can I exchange?

We don’t have stock available to allow exchanges at the moment.

As part of our goal to reduce waste as much as possible, we only produce items that have been ordered and don’t have any extra in the UK to allow us to offer exchanges. If you’d like to exchange one of the items, we facilitate swapping with other shoppers in This is Unfolded community on Facebook

How do I swap?

This is Unfolded has a growing community of like-minded shoppers, where you can swap anything that isn't right for you and get something else great instead. We offer free postage for your first swap.

The best way to find someone to swap with is to post in our brand new Unfolded Swap Shop and you can view our full swapping instructions here.

It's simple, fun and great for the environment - returns are really quite damaging and costly, so swapping is a much better option. Thank you for doing things differently with us!

How long do I have to return an item?

You need to tell us within 14 days of receiving your goods that you want to return them. You then have another 14 days to return the goods once you've been in touch.

Check out our full returns policy here

How does Klarna work?

With Klarna, you can pay in 3 interest-free payments so you can spread the cost. No fees. Here's how:

1. Add item(s) to your cart

2. Go to checkout and choose Klarna

3. Enter your debit or credit card information.

To check your eligibility, Klarna will perform a soft search with a credit reference agency. This will not affect your credit score.

Spread the cost in 3 interest-free payments. The first payment is made at point of purchase, with the remaining 2 payments scheduled automatically every 30 days. No fees.

You must be 18+ to use this credit offer. Klarna uses soft searches with credit reference agencies. These do not affect your credit rating. Missed payments can affect your ability to use Klarna. Pay in 3 instalments. Complete terms.

Clothes & Sizing

Caring for your clothes

All our products have washing instructions on their care label, but they usually don't require special methods, you can wash everything at low temperatures and similar colours to avoid dramas. You can also find all the care instructions on the product page on our website too. If you have any questions you can get in touch with our customer service team at support@thisisunfolded.com

What size should I choose?

In most cases, you’ll most likely fit the size you usually buy - we are using the same sizing as H&M. We have a full-size guide with the key measurements for all the products here - and there are some notes on each product page as well. In most cases, if you’re between sizes, we’d probably recommend sizing up. If you have any questions on measurements, do let us know at support@thisisunfolded.com.

What sizes are available?

We currently produce clothes in sizes 6-24.

We’re demand-led so if you want us to make other sizes or other types please let us know here

Not sure what size to choose? Check our size guide.

Will an item come back into stock?

While our production process only starts after you order, it isn’t a traditional ‘made to order’ model - which is quite a different setup. We commit to a certain amount of fabric with our factory, who then set up a size curve and the dimensions for each size are entered into a computer system to calculate the most efficient way to cut the fabric so that no unnecessary wastage is created. That means that some sizes can get sold out, even if production hasn’t started yet.

Sign up to our email list here to get a heads up whenever new collections launch - that way you can get in early in the future!

About This is Unfolded

Who are This is Unfolded?

This is Unfolded is a new way of shopping. We make affordable, sustainable clothes that look good and do good.

In a response to the fast fashion industry continuing to destroy the planet, we are changing the model of shopping and building a movement to change fashion into a force for good.

Our clothes

We launch new collections of clothing every few months, and we only sell each collection for a short period of time. (Sign up for our emails if you don’t want to miss out!)

All our clothes are made after we take orders. That means that it takes a little longer to get them, but it is worth the wait, and this new model of shopping makes a huge impact on reducing industry waste.

Why we are different

We’re not in the business of throwaway fashion. All our pieces are designed to be flexible, wearable, comfortable and stylish. They can be styled up or styled down and should seamlessly slip into your wardrobe.

We create our collections with you, our community of customers – shoppers who love good clothes and are looking to shop better. Our creators are trendsetters in every sense of the word, and you help us shape the collections right from the start, offering feedback on patterns, styles and fabrics.

We're totally committed to making sure workers are paid more as we scale up the business. Until that point we’ve created the Unfolded Worker Fund to help to provide additional payments to workers linked to every purchase.

Tell me about the clothes

This is Unfolded makes affordable, sustainable clothes that look good and do good. Our collections are designed to bring you pieces with versatility in mind, so they can fit any wardrobe or occasion.

We're always inspired by our community when it comes to choosing pieces from our collections. Check out our Instagram for snaps styling ideas from each collection to give you an idea of fit and how they look in the real world.

Materials

We make clothes using sustainable materials. All the materials will be listed on the product description of each item, and will also be listed on the tags of your products so you can see what they are made of. All the details about fabric composition, dyes and materials is also available here.

If you have any questions about materials please don't hesitate to get in touch at support@thisisunfolded.com

Why shop with us?

When you shop with us, you shop in a whole new way:

Good for the planetThere’s far less waste because we produce clothes by demand, plus we’re doing lots more to be sustainable. Read more

Good for peopleWith every order you’ll support the learning of a child in India through our partnership with Pratham UK.

Good for you Through our use of data and amazing input from people just like you we’re creating collections we know you’ll love at a great price point. Read more

Our collections are available to buy for a short period of time, and we launch new ones every few months. If you don't see a Shop Now button at the top of the page it means we're not currently selling, but don't worry – to get exclusive early access to our next collection, you can sign up to our newsletter here

How do I join the This is Unfolded community?

The journey doesn’t end here!

It’s a movement to shop better and do more, and you’re part of it!

Now you’re part of the This is Unfolded community, there’s so much more you can do. Share a picture of your clothes and use the hashtag #thisisunfolded. Tell your friends about this new way of shopping!

The community is growing, with swapping, hints and tips – just grab your order number and join in..

What is 'Traditional Price'?

The price you pay with other brands and retailers has a huge amount of profit margin built into it to take into account the mass amounts of products produced that aren’t sold, the sky high return rates that most modern brands face and a chunky margin for retailers.

High street brands operate on a 5-6x markup model on every item. This means that if an items costs them £10, they’ll sell it for £50. The reason for such a high charge is that their model is full of waste, which eats up profits.

This is Unfolded is different! We reduce waste in our supply chain, and this allows us to operate on a 3-3.8x markup which allows us to pay all the relevant taxes, fund the Unfolded Worker Fund, support children in education with Pratham, cover all logistics costs, offset carbon emission and then pay our staff and fund our growth.

We highlight this as we stand behind our mission to make a great product for a great price. Clothes that do good, feel good and make a difference!

You’ll see the traditional price shown on the product page so that you can see how much our items would typically cost.

Importantly to us, there isn’t a compromise on quality when you buy from This is Unfolded – we’re using high quality fabrics. Our focus is on reducing all the waste in the traditional retail model and this means we can provide a better deal to everyone involved.

How do I provide feedback?

We are a brand unlike most others. One way we are different is the way we involve our customers and our community in decision making all the way through the process, from ideas to design. Patterns or prints? Pockets or no pockets? We want to make good clothes that make you feel good - so we need to know what makes you tick!

We love our community and we love hearing your feedback: the good, the bad, the game-changing ideas. Tell us what you think!

Visit our website or drop us an email at support@thisisunfolded.com

This is Unfolded - Gift Cards

We send out the gift cards by email directly to you when you buy one. You just need to forward it onto the lucky person you want to give a gift of good from This is Unfolded. The gift card recipient will add their email to the order, so they’ll receive tracking information when we dispatch their parcel.

The gift voucher will contain instructions to redeem at checkout, just check your spam folder if you can’t see the email within a few hours.

The gift card can be used against any of our collections and is valid for 6 months.

Impact & Transparency

Where are the clothes made?

We have a close partnership with our factory partners, and work especially close with the team at the main factory producing our clothes in Noida, near Delhi in India. The people who make our clothes are as important as the people who buy them, so we are making sure we have a close working relationship and that we look after the factory workers and team well.

Our factory partner is an Oeko-Tex approved factory. They are certified for GOTS (Global Organic Textile Standard for organic cottons), GRS (Global Recycle Standard for recycled polys) and OCS (Organic Content Standard for fabric blends with organic cotton).

How much are workers paid?

Our factory is a member of Sedex, short for Supplier Ethical Data Exchange. The Sedex database is a widely recognised online platform where registered companies openly share information about their social and ethical performance.

Membership demonstrates that work is compliant with the principles of ethically and socially sustainable production methods. Additionally, the platform produces valuable insights into labour conditions. The Sedex platform has a significant positive impact on the improvement of ethically responsible business practices across the entire value chain. Whilst we’ve selected to work only with factories that pay good wages to their staff compared to some organisations, our size and the fact that the factory we work with, also produces clothes for other brands means that we can’t increase wages directly.

Instead, through the Unfolded Worker Fund, we pay a bonus to all staff at our partner factory after each collection has been delivered.

What is the production process like?

While our production process only starts after you order, it isn’t a ‘made to order’ model - which is quite a different setup. Each product has a number of elements that need to be cut, stitched and finished - and amending these beyond the existing range of sizes and designs is not possible. The dimensions for each size are entered into a computer system to calculate the most efficient way to cut the fabric so that no unnecessary wastage is created. Each section of the garment is then cut in layers, then stitched and finished. You can read the full story of the product journey

Adding different options would require new setups at the factory, and that would impact both price and finishing time, and this is quite a different model to how This is Unfolded works - and why we’re able to offer affordable, sustainable clothes the way that we do.

We have to operate a size curve of orders. This is a traditional size 6 - 24. As we scale we can explore options around petite and tall ranges but only when we have the volumes required to make these viable for our partner factories. We fit all products on a model with a height of 5’5’’ and if you go to the customer section on each product you'll see a range of heights from our customer day shoot. As a small business, we're working to cater for a diverse as possible group of customers and as we grow we'll increase this.

If you want us to add more options to our clothing range please let us know here.

Making sustainable clothes

This is Unfolded make quality clothes that look good, feel good and do good.

We’re an impactful business looking to drive change. In the future, we’ll be looking to gain B-corp status.

Sustainability is really important to us. First and foremost, sustainability for us means reducing the waste associated with overproduction. On top of that, we make sustainable decisions wherever we can.

We work with a charity partner, Pratham, to make donations with every purchase. We believe it’s important to have someone that really understands this work as a partner to maximise the impact that can be generated.

Each purchase supports education for a child in India. The support given will increase the more items you add to your order. For example, each dress gives two months' support and a top, skirt or PJ supports a child for one month.

You can find out more about the impact of our collections on our Impact page

Certifications and factory details

Our factory partner is an Oeko-Tex approved factory. They are certified for GOTS (Global Organic Textile Standard for organic cottons), GRS (Global Recycle Standard for recycled polys) and OCS (Organic Content Standard for fabric blends with organic cotton).

Oeko-Tex textiles and fabrics are certified free of harmful chemicals and are safe for human use. Organic certification means that textile and fabric products are grown according to strict guidelines on the use of petroleum based fertilisers, pesticides and synthetic products.

Reactive dyes are used, which are REACH compliant. REACH stands for registration, evaluation, authorisation and restriction of chemicals.You must comply with REACH if you manufacture or supply articles, or are importing articles from outside the EU.

Reactive dye is reacts with fibres to form a covalent link, that is forming a permanent attachment in the fibre that is not removed by repeated treatment with boiling water under neutral conditions. Consequently, the dyes become parts of the fibre, leading to outstanding colour fastness to wash.

All the details about fabric composition, dyes and materials is available here.

Swapping

What is swapping?

This is Unfolded does things differently to cut waste and make positive impact. That’s why we and our community choose to swap instead of returning. It’s an approach we’re passionate about, as returns so often lead to landfill and waste.

We know everything you order from us might not fit perfectly, or you might not love every piece. That's why we have set up a swap solution, where we offer free postage so you can send any single item you want to swap to someone else free of charge - and the same for your swap partner.

It's a whole new way of making the most of what you love, and swapping what you don't.

Get started here!

How do I swap?

Instead of returning, swapping an item that isn’t quite right for you helps us do better for the planet and the people we support. Let’s help you get started with your first swap!

Just visit our new Swap Shop here, where you’ll also find an in-depth how-to-guide. It’s pretty simple: List your item for swapping, find something you’d like in return, request a match, and get free postage for your first item to send to someone else.

Can I sell my item in the Swap Shop?

We don’t have the option to sell items in the Swap Shop at the moment. The current version is still in beta, so we’ll be expanding with more functionality further down the line, and we’ll make sure to share as we add in more features. If you’re interested in selling your Unfolded clothes, you can try our lovely community on Facebook.

How do I setup up an account for swapping?

If you don’t already have an account, just visit the Unfolded website here to set up your account. Remember to use the email address you used when placing your orders with us, as that’s how we’ll match you to your items!

How do I list an item for swapping?

Visit our new Swap Shop here and you’ll find full instructions in the comprehensive how-to-guide.

Can I edit/cancel a listing?

If you’ve not yet arranged a swap with another Unfolder you can edit or delete your listed item by visiting My items and selecting either the pencil icon to edit or the rubbish bin to delete.

Can I cancel a swap?

Once you have accepted a swap with your swap partner, you can’t cancel it. If you can’t go through with the swap, we would advise contacting your swap partner to make an alternate arrangement, or reach out to customer services by emailing support@thisisunfolded.com and we’ll try to help.

How do I contact the person I want to swap with?

Once a swap has been agreed we will share email contact details to each party to arrange delivery of the swap. Your swap partners email is available under the individual swap request in My Offers.

How do I get my free postage label?

You’ve listed your item and arranged a swap - what’s next? Unfolded offers one free postage label per order to send any single item to someone else - and the same for your swap partner.

This will be available in the Swap Shop shortly, but for now, go to www.thisisunfolded.com to get your free label. Just log in, find your order and click on 'Redeem swap token'. You’ll need to fill in your own address and the address of the person you want to send the item to. We will process your request, and as soon as that's approved, you’ll get the label and full postage instructions by email so you can send your item on to your swap partner, who will do the same. It can be handy to share proof of postage with your swap buddy so they know your parcel is on the way.

My postage label expired - can I get a new one?

The free postage label supplied by Unfolded is valid for 7 days. If you are not able to make use of the label in this time please contact us by emailing support@thisisunfolded.com

How do I post my swap?

When using the postage label provided by This is Unfolded, please apply the label to the outer packaging and take to your nearest post office. Please remember to obtain proof of postage and share this with your swap partner!

When will I receive my swap?

Hopefully you and your swap partner will have shared proof of postage with each other so you’ll know it’s on its way. If the postage was provided by Unfolded, this will arrive via 2nd class post.

As you may know, Royal Mail have announced multiple dates for strike action throughout October to December, which will unfortunately directly affect deliveries. Check out Royal Mail’s latest updates here.

How will I know my swap will fit?

The measurements of all our items are in the full size guide here. Simply search for the name of the item you’re interested in, and that will help you see if your swap will fit you.

You can also see details about all the clothes in our previous collections here.

What if I don’t like my swap?

If you find that a swapped item isn’t quite right for you after all, then you can repost it as a swap on the Swap Shop (and hopefully find something else to love!)

However, if you need to reach out to customer services for any reason you can do so by emailing us at support@thisisunfolded.com - we’re always happy to help.

My swap hasn’t arrived - what now?

Hopefully you and your swap partner will have shared proof of postage with each other so you’ll know it’s on its way. If the postage was provided by Unfolded, it will arrive via 2nd class post. If you haven’t received proof of postage, please reach out to your swap partner to see if they obtained any at the time of posting.

As you may know, Royal Mail have announced multiple dates for strike action throughout October to December, which will unfortunately directly affect deliveries. Check out Royal Mail’s latest updates here. Please allow for a little extra time for the swap to arrive because of this.

If you haven’t received any proof of postage for your swapped item, or if you believe it may have been lost or stolen, reach out to customer services on support@thisisunfolded.com and we can look into things further.

No one wants to swap with me - can I still get a refund?

We understand that it may take a while for you to find the perfect item to swap for.

If you’ve not been able to find a swap partner, or you change your mind and no longer wish to swap your item, reach out to customer services on support@thisisunfolded.com and we can see how we can help.

Kidswear

What sizes are available?

We sell kidswear ranging from size 3-4 yrs up to 9-10 yrs. We’re demand-led so if you want us to make other sizes please let us know here

Not sure what size to choose? Check our size guide here.

What size should I choose for my child?

In most cases, your child will most likely fit the size you usually buy - we are using the same sizing as Next. We have a full size guide with the key measurements for all the products here  - and there are some notes on each product page as well.

In most cases, if your child is between sizes, we’d probably recommend sizing up so that they have extra room for growth. If you have any questions on measurements, do let us know on support@thisisunfolded.com.

Are the clothes unisex?

A lot of the kidswear styles are unisex! We’ll mentioned if an item is unisex in the description on the product page.

We recommend choosing your child’s usual size when purchasing a unisex item. Our size guide is here.

Can I return an item?

First of all, we really hope that you do love your clothes! However, if a piece doesn’t quite work for you or your child, we have a few options. You can read our full Refund Policy here, and our Payments & Refunds FAQ’s here.

Are the materials sustainable?

We make clothes using sustainable materials. All the materials will be listed on the product description of each item, and will also be listed on the tags of your products so you can see what they are made of. All the details about fabric composition, dyes and materials is also available here.

If you have any questions about materials please don't hesitate to get in touch at support@thisisunfolded.com

Are the clothes made in the same place as your usual collections?

Our kidswear range is made in a different factory from our womenswear collections, which is also based in Delhi, India.

We ensure that we have a close partnership with both of our factory partners, and work closely with the teams. The people who make our clothes are as important as the people who buy them, so we are making sure we have a close working relationship and that we look after the factory workers and team well.

Our kidswear factory partner are certified for GOTS (Global Organic Textile Standard for organic cottons), and GRS (Global Recycle Standard). They are also a member of Sedex - SMETA Audit, The BCI (Business Continuity Institute), and have ZED Certification.

Contact us

At This is Unfolded, we are always happy to chat. We believe in being open, accessible and transparent. You can get in touch any time on email or by using our contact form; just click on the little button on the bottom right of any page on the website.

If you have a specific question about your order, it really helps if you include your order number and/or the email you used to make the order. That way we can help you faster!

Customer support: support@thisisunfolded.com

This is Unfolded is rated Excellent with 4.9* on Trustpilot.

Read our TrustPilot reviews

Press enquiries: press@thisisunfolded.com

Marketing/partnerships: marketing@thisisunfolded.com

Over 200 5 star reviews on Trustpilot. This is Unfolded is rated one of the best sustainable shopping brands on Trustpilot. Over 200 5 star reviews on Trustpilot. This is Unfolded is rated one of the best sustainable shopping brands on Trustpilot.

Our address

This is Unfolded, Suite 2, Ground Floor, Orchard Brae House, 30 Queensferry Road, Edinburgh, United Kingdom, EH4 2HS

Please note that this address is only for correspondence, and we cannot accept returns or swaps to the address. See more information about swapping here and our return policy here for more details.

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