Refund policy

Refund policy

Refunds

We have a 14-day return and exchange policy, which means you have 14 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 14 days of receipt.
• If your return is posted after the 14 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 or an exchange, please email hello@raia.uk 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. 

Return shipping will be at your cost. We provide a return label for your convenience, and a £5.99 fee will be deducted from your final refund amount.

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.

All sales items are final. Once purchased, they cannot be returned, refunded, or exchanged.

Processing for returns

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

It is important that you retain all proof of postage receipts until your refund process has been completed.

Repeated returns

Damages and issues 

Our despatch team members carefully inspect, sign off and pack every order before it despatches. However, we advise you to inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right you as soon as possible.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.