CUSTOMER CARE

Haing an account on RACIL.COM ensures a seemless shopping experience on the website. Your account information is safeguarded with a password accessible only by you. This facilitates a secure, convienent, and speedy ordering process, along with access to your product wishlist and order history. Furthermore, it permits you to save multiple shipping and billing addresses for added convenience.

Click on "My Account" in the top right corner, then select "New customer? Create an account" to enter your email, first and last name, phone number and set up a password. Alternatively, when you make a purchase, you'll have the option to save your details by providing your email address and password.

If you're already logged into your Account, click on "My Account" in the top right corner, then select Personal Details and proceed with the option to reset your password.

If you're logged out of your Account, click on "My Account" in the top right corner, then select "Forgot your Password" and proceed with the option to reset your password.

Please email us at customercare@racil.com to delete your account.

We offer worldwide shipping and returns through DHL, and domestic UK deliveries through DPD. Your location might incur additional costs so please refer to the below information for further guidance.

LONDON & UK Standard Shipping 2-3 days £5

LONDON Nominated Day £12

LONDON Nominated Day with Wait and Try Service £28

LONDON Same Day £18 (For Zones 1-6; Delivery Slots available from 11am - 8pm)

EU Standard Shipping 2-4 days £12

US Standard Shipping 2-5 days £20

Rest of the World Standard Shipping 2-5 days £20

Orders outside of the UK may have to pay delivery duties and import charges.

Shipments will arrive with delivery duties and taxes unpaid. This means that custom fees, duties, and taxes may apply to your order depending on the country of destination. Please contact your local authorities to receive more information regarding importation restrictions and duties. This fee will be charged at the point of import and you will be contacted directly by the courier company to settle the payment.

RACIL.COM cannot accept responsibility for the value or payment of any duty and customs fees. Should you refuse delivery due to any customs and duty fees the cost of the return and these fees will be charged to you.

We aim to process all orders in a timely manner so we can get your goods to you as soon as possible. Orders placed before 1pm will be dispatched the same day. All other orders will go out the following working day. Please note that delays may arise from payment authorizations, product availability, or customs processing.

Pre-orders will ship within the estimated delivery window provided in your order confirmation.

Our distribution centre dispatches orders on weekends and bank holidays, except for Christmas Day, Boxing Day, and New Year's Day.

Yes, when we dispatch your order for delivery you will receive a unique tracking number by email. Once you have this, you can check the status of your shipment.

Please allow up to two hours for the tracking number to become active.

You can choose with our delivery partners not to sign for your order if you prefer. If you choose this option and no signature is collected, you agree to our terms and conditions and, confirm that RACIL can leave your package(s) without obtaining a signature for proof of delivery. You also take full responsibility for any loss or damage that may occur and agree that RACIL is not liable to cover the costs of any loss or damage and that no refund for your order will be processed.

We hope that you love your purchase; however, should you need to return it for any reason, please read the information below carefully.

You can return all items you purchased on the RACIL.COM website, unless stated on the product page, within 14 days from the day your order is delivered. All merchandise must be unused, unworn, unwashed, in unaltered condition and in their original packaging. All original tags must be attached for your return to be accepted including accessories, and dust bags.

If you are returning from the UK we can provide a return label but we'll deduct £5 from your refund. For international returns, you can use a trackable shipping carrier of your choice at your expense.

Please note that all special orders are not exchangeable or refundable.

Please email us at customercare@racil.com to coordinate your return.

Kindly include the completed return form that comes inside your original order package. Please note all return packages must have a tracking number to ease your refund process.

Kindly note that currently we are unable to process exchanges; however, we are happy to offer a refund, should your items meet the returns conditions stated.

All item(s) must be unused, unworn, unwashed, unaltered and in the exact same condition as shipped. The product(s) must be returned in and with the original packaging, including branded boxes and dust bags which are also part of the product. All tags should be attached in their original place.

If all of the above conditions are not met, you may not be eligible for a full return. In that case, you will have the option of receiving the product back at your own expense. Should you refuse to have it returned, we reserve the right to keep the product and the original amount invoiced.

Before shipping your order, our warehouse inspects your items to make sure they are in top condition. Should you, by any chance, receive a damaged or faulty item please contact Customer Care immediately at customercare@racil.com.

We will try to replace your item as soon as possible. In case the item is no longer available, we will process a full refund, including shipping fees.

Once our warehouse receives, checks, and accepts your return, we will process your return within 14 business days. You will be refunded the amount you originally paid, excluding all taxes, duties, and shipping charges.

After the return is processed, please allow up to 10 working days to see the funds back in your account, depending on your card issuer.

You will receive an order confirmation email containing all essential information; this means that your order is officially confirmed. You will then receive a second email containing tracking information once your order has been dispatched.

If any of the items you have ordered are unavailable you will be quickly informed of the out-of-stock pieces and your payment for the items will be refunded.

Once an order is placed you are able to amend it within 15 minutes by logging onto your account page on RACIL.COM. For any changes beyond 15 minutes please contact customercare@racil.com and we will try our best to accommodate your request.

For security reasons, we are unable to change the shipping address once your order is confirmed.

Once an order is confirmed, we’re unable to cancel your order; however, you can always return your order after receiving it should you decide you no longer want to keep it. Please refer to the Returns & Exchanges section for further information.

Once you place a pre-order, you’ll receive a confirmation email containing all essential information, including the estimated delivery window. When your order has been dispatched, you will receive a second email containing tracking information.

If the item you would like to purchase is unavailable, you can add it to your wishlist to be notified once we receive it back in stock. We also encourage you to reach out to our team via customercare@racil.com with any queries.

Payments can be made in your local currency with currency display based on site preferences. To modify default payment settings, click on the currency in the lower right-hand corner of the site.

We accept American Express, Visa, Mastercard, PayPal, Apple Pay, Google Pay, Shop Pay and Clearpay.

Please note, we accept only one form of payment per order.

Depending on your choice of method, payment will be taken from your account once you place the order (credit/debit card), once the order is completed (PayPal), or according to your determined payment cadence (Clearpay).

Please reach out to your bank to confirm if your payment is declined or cancelled.