SHIPPING & RETURNS
The situation with our shipping providers might still be affected in light of the COVID-19 outbreak but we will make sure we keep you updated at all times about how this might affect our orders going out or your returns coming back.
Our current dispatch time is 1-3 business days.
We are shipping worldwide with a couple of exceptions.* Enjoy free standard shipping on all orders over $300, £300 or €300.
Please note that at the moment, we are unable to offer free shipping to the following countries: New-Zealand, Australia, and China. Also, currently we are unable to ship orders to the Russian Federation, Ukraine, Azerbaijan, and Bahrein.
Delivery times are indicated from the day when the shipment of your order has been confirmed by RACIL. Our aim is to fulfill your order in the time scale indicated above, we cannot take responsibility, however, if the delivery time is longer than indicated. We are always happy to answer questions about your orders, so please feel free to contact our customer service team with your enquiries on firstname.lastname@example.org.
CUSTOMS DUTY AND CUSTOMS CLEARANCE FEE
Shipments will arrive with delivery duties unpaid, meaning that custom fees may apply to your order depending on the country of destination. Please contact your local authorities to receive more information regarding importation restriction and duties.
EXCLUDED TIME PERIODS
Our distribution centre does not dispatch orders on Saturday, Sunday, and bank holidays in London.
Although we use all reasonable efforts to ensure that your order is delivered within a specified time period, we cannot accept responsibility for late deliveries due to circumstances outside of our control. Our customer service team will do our best to inform you of any unexpected delays.
If you have problems with tracking your order, please contact the Customer Service Team via our support e-mail: email@example.com
RETURNS AND EXCHANGES
You can return all items sold on the website (unless stated on product page). In order to receive your refund, contact our customer service at firstname.lastname@example.org up to 14 after the receipt of your purchase to receive further instructions. Returns requested after two weeks or with no previous notification are not eligible for refund. We do not cover the shipment expenses for returns. You can use our service that has preferential rates across the globe, the amount charged will be deduced from your refund.
In case of returning defective items, the shipping fee is paid for by RACIL and a pick-up is organized by RACIL. RACIL’s couriers deliver the new product in the course of replacement of defective items. In this case, the shipping fee and customs clearance fee are paid for by RACIL.
When the product has been proven to be defective, RACIL shall pay back the whole amount of the purchase price to you in the same payment method as the original payment was made, including the shipping fees.
In case of exchanging or returning products to RACIL, you shall pay for such shipping fees and you may choose any courier company you wish in case your return is not applicable for free return. However, please note that we are note accepting returns outside of the EU via regular poste, please contact our customer service if you’d like help with choosing the right delivery company for your return shipment.
The new product chosen by you for exchange, will be delivered to you by RACIL’s couriers and the delivery fee is paid for by RACIL. However, you can only request an exchange for the same produce in a different size.
- Contact our customer service team within 14 days upon receipt
- Receive the Return Authorization Number to be placed inside the box.
- Make sure to place all items returned with original packaging and tags (please refer to item conditions for full refund)
- Print the return label and invoice and place it outside the box. Ship it back to our offices within 7 days after receiving your Return Authorization Number
- After receiving and inspecting your return, our team will contact you and issue a refund in the original method of payment ONLY (minus shipping fee).
PRODUCT CONDITIONS FOR FULL REFUND:
- Item(s) must be unused and unwashed in the exact same condition as shipped and without any sign of usage;
- The product(s) must be returned with original packaging: branded boxes and dust bags are also part of the product and should be returned as well;
- All tags should be in its original place;
- All items should be returned in the original shipping package for proper protection during delivery.
If all the above conditions are not met, you may not be eligible for full return. In that case, you will have the option of receiving the product back at your own expense. If you refuse to have it returned, we reserve the right to keep the product and the original amount invoiced.
All refunds are made on the original method of payment only and may take up to 14 days to be disclosed on your bank statement. Once the refund is issued, you may contact your bank directly for more information.