FAQ'S / SHIPPING / RETURNS

CONTACT

How do I contact you?

The best way to get in touch with us is via email annie@raisingravers.com We’d love to hear from you and your feedback is super important to us, especially as a young brand so please do not hesitate to get in touch! Please bare in mind that we are a small family business and while we will do our very best to respond to emails as soon as possible responses may not be instant. Replies may also take a little longer during sale, promotional and busier periods.

PAYMENTS

What credit/debit cards do you accept?

We accept Google Pay, Apple Pay, PayPal  and all Major credit/debit card providers.

Are your site payments secure?

Yes, Shopify Payment is certified Level 1 PCI DSS compliant. This compliance extends to all online stores powered by Shopify. From annual on-site assessments validating compliance to continuous risk management, we work really hard to ensure our shopping cart software and ecommerce hosting is secure.
Why was my payment refused?

If your payment was refused, please contact your card issuer for more details. If you feel this is not a problem with your card, please ping us an email and we’ll do our best to assist you.

I'm having issues using a discount code?

Please email us if you're having problems and we’ll do our best to help. It may be that items are already discounted, reduced or ineligible for further discount.

DELIVERY

When will my order be delivered?

We aim to dispatch all orders within 48 hours (Monday to Friday). However this may be delayed during sale, promotional and busier periods.

How much do you charge for delivery?

UK orders over £100 qualify for free delivery. Orders under the £100 value are charged £4.55 Royal Mail first class signed for and £8.70 for Royal Mail Next Day Special Delivery. 

Please email us first to see if next day delivery is available/ cut off times.

European delivery starts from £12.85 and Worldwide delivery starts from £17.80.

What countries do you deliver to?

We are delighted to deliver to Worldwide. 

How do I track my parcel?

Once your order has been processed and lovingly packed, we will email you to let you know it’s on the way to you, we will include the tracking information so that you can follow your parcel.

What if there is a problem with my delivery?

If there is an issue with your package please contact us as soon as possible! Whether it appears to have been tampered with, an item is missing, or you are concerned about its general condition, you must inform us within 24 hours of receiving your parcel.

How do I return an item? / Can I exchange an item?

We are sorry that there is an issue with your purchase as a small business this is personal to us. We strive to offer the best customer service, but if for some reason we haven't got it right please email us and we’ll do everything possible to fix it. 

To return your product: Please email us for your return code and return address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are returning an item we ask that you consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Please allow a maximum of 14 days for refunds to be processed and credited to your account or a cheque to be received. See our Returns Policy section for full details. 

 

RETURNS, EXCHANGE AND REFUND POLICY

We are sorry that there is an issue with your purchase as a small business this is personal to us. We strive to offer the best customer service, but if for some reason we haven't got it right please email us and we’ll do everything possible to fix it.

This mama has loved hand making your limited edition garment here in London and we hope you love it too! If for any reason you don't then please get in touch and we’ll do our best to get you feeling the love.

Because every garment is handmade in London and in limited numbers we can only offer an exchange (stock allowing) or store credit. Only in the unlikely event of a garment being faulty would we issue a refund.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

There are certain situations where only partial refunds are granted:

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 30 days after delivery

Please allow a maximum of 14 days for refunds to be processed and credited to your account or a cheque to be received.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is issued.

If you’ve done all of this and you still have not received your refund yet, please contact us at annie@raisingravers.com.

Sale items 

Only full priced items can refunded or exchanged.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received and checked, a gift certificate will be mailed to you.

Shipping

To return your product: Please email us for your return code and return address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are returning an item we ask that you consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.