Refunds & Returns
We hope that you are happy with your purchase. However if you are not satisfied, just contact us within 12 days of receipt.
Please contact us via email to: firstname.lastname@example.org to arrange a return. We always suggest using a tracked service to send items back to us as we can not take responsibility for the returned items until it is received by us. We will not refund items that have been worn unless there is a fault.
Refunds will be processed within 5 days of us receiving your return and payment will be made back to the original payment method. Please note that we will not refund any customs or tax charges as these are collected by your country and not Raph & Rose.
The cost of return postage is the responsibility of the buyer, unless otherwise agreed by Raph & Rose. Please ensure the item is packaged securely. You can choose to return your item in-person to our Studio at a pre-arranged time.
Should an item return to us for non-delivery due to the buyer providing incorrect shipping details; The buyer will have to pay for the order to be sent again, otherwise the order will be partially refunded, not including original shipping costs.
Please do get in touch if your order has not arrived within 30 working days of purchase to report any non-delivery. If you contact us after this time, a refund or replacement will not be issued.
In the unlikely event that an item arrives damaged, we may ask for photographic evidence of the damage to be able to claim for the item. Please keep any damaged packaging until the issue has been resolved. Please contact us regarding any damage within 14 days of receipt.
When you place an order via our website we will require some details such as; your name, address, telephone number, email address and payment details. This information is essential so that we can process your order.
You have the option to check out as a guest or to create an account and save your details securely. We will not sell or rent your information to anyone.
We use Stripe & Paypal to process payments, these trusted companies are only issued with the essential information to complete the transaction. We do not store credit card details or share customer information.
If you have signed up to our newsletter, we may occasionally keep you up to date with new products, events or other relevant information. You can unsubscribe at any time via the link on our newsletter, or by emailing us at email@example.com.
We reserve the right to update our policies at any time, please review them frequently.