Do you accept returns?

Yes, we have a 28-day return and exchange policy, which means you have 28 days of receipts to request a return or an exchange.
To be eligible for a return;
  • Your item must be in the same condition that you received it, unworn or unused, with tags, and its original packaging including the RAIA gift bag.
  • The RAIA tags have not been removed.
  • Please take extra care when trying items on. If you return an item to us marked with fake tan, makeup etc we will refuse you an exchange or refund and return the item(s) back to you.
  • Every item is returned within 28 days of receipt.
  • If your return is posted after the 28 day period, you will only be allowed to exchange your item(s) for another item or a credit voucher for the transaction amount. 
  • The number order and the receipt of proof of purchase.
  • The item and a copy of original order or a return request are safely packed in our RAIA mail bag and resealed firmly to avoid damage in transit.
    —Please note - if you return your item and the above conditions are not met, we will be unable to offer you a full refund.

To start a return, please email hello@raialondon.com with order number and a reason of your return or the item that you would like to exchange. If your return or exchange is accepted, we’ll send you a return authorisation email and a return label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 


Returns address:


RAIA LONDON 
71-75, Shelton Street,
Covent Garden,
London,
WC2H 9JQ
United Kingdom 


Can I return something if I haven't got a printer?  

Simply write your order number, name, address, whether you’d like a refund and the reason with the item(s) on a piece of paper and enclose with your return. Please write our returns address (shown above) on your parcel.


Can I return items from more than one order together? 

Yes of course. Please indicate clearly on your returns note inside the package, which order number relates to each item being returned.


Can I return a faulty item?

We are happy to replace faulty items within 28 days or refund items within 28 days of the purchase date. Please contact our customer service team at hello@raialondon.com with your name, order number, and the issue.


Do you offer free returns?

Yes, we offer free returns, please contact our customer service team at hello@raialondon.com


My item is faulty but my purchase date was more than 28 days - is there anything I can do?

Unfortunately, we are unable to provide a replacement or refund if the item was purchased more than 28 days. 


How long will my refund take?

Please allow up to 21 days to receive your refund. The refund will be made on to the same payment method used in your original purchase.


I have been refunded less than my original payment amount - why is this?

We will always refund the original payment amount for all items meeting the refund criteria. If you have changed your mind about your item, your shipping costs will not be refunded. If you are paying in a currency other than GBP, exchange rates can fluctuate between the time of purchase and refund which may impact your refund amount. 

 

What do I need to provide when I make a purchase?

You will need to provide your email, phone number, shipping address and card details. All communications will be sent to your email address, including details of how to cancel and any updates of your pre-order.

 

Can I change my email or shipping address?

Yes! Send an email to hello@raialondon.com with your updated details and a member of the customer service team will get this updated for you. You will then receive an updated pre-order confirmation email.

 

Is my payment information safe?

Payment information is processed securely by Stripe. No card details are transferred to or held by RAIA. All transactions take place via connections secured with the latest industry-standard security protocols.

 

I have cancelled my pre-order. How long will it take until I receive my refund?

Once you have cancelled your pre-order, your refund will be processed within 3-5 business days.

 

I have asked for a refund. How will I be refunded?

Refunds are issued back to the debit or credit card used at checkout.