Delivery & Returns
1. Preparation and delivery
The manufacturing times for a garment or an accessory are generally between 7 and 10 days. We are doing everything we can to ship your order as soon as possible. Our work being meticulous, precise and wanting to offer you the best possible experience, we thank you for your indulgence. Each piece is unique and made by the designer Raffaelien. Delivery is about 3 to 5 working days. Although we try to ensure delivery within these times, delivery may be delayed due to events beyond our control. If this is the case, we will try to arrange delivery of your order as soon as possible, but we will not be held responsible for any damage caused by this delay.
Delivery times vary depending on the availability of the products and the delivery address. Delivery times are given for information only and are not guaranteed. In the event that no one is available at your address on delivery of the products, a second passage will be scheduled. If on the second pass, no one can accept your products, our transport partner will leave you a note informing you of where you should pick up your products.
We would like to point out that we are not responsible for loss, theft or damage to your package. Contact the postal service that delivered the package directly.
2. International delivery
We organize the delivery of products to different countries. Please contact us to verify that we can deliver your order to your country.
If you request international delivery, you will be subject to the payment of import taxes and additional fees. You must comply with the applicable laws and rules provided in the country of destination. We will not be liable in any way if you violate these laws.
3. Returns Policy
Returns Policy (Right of Withdrawal)
Depending on the country where you live, if you are a consumer, you have the right to cancel your order under European Directive 2011/83/EU (for Belgium: article VI.47. of the Code of Economic Law). You can notify us of your decision to cancel your order and request a refund within a certain period of time.
Please note that we do not refund returns from the same country where your order was delivered. If you have returned a product from a country other than the delivery country, you will have to pay additional shipping costs.
We strongly recommend that the customer check the garments thoroughly on delivery before removing any tags or discarding the original packaging.
Products must be returned unwashed, undamaged, unworn with their original labels. The accessories must be returned as a whole, i.e. in their original box provided (this being part of the full value of the product) on delivery and protected by a protective box (so that the box is not damaged during the return journey).
If a product has a security label, it should not be removed. If the security tag is removed, the returned product will not meet our return policy and the item will not be refunded.
We recommend that you return the products in their original box to ensure their protection during transport.
Returned products will be refunded along with the original delivery charges. The return costs will be borne by the customer.
We offer you a return service but under certain conditions. You have 14 days from the time you receive your order to return it to our store. We strongly recommend that you arrange the return of your order within the seventh day from the time you receive it to ensure that the order returns to us. We only accept returns from the same country where your order was delivered.
To cancel your order and request a return, you must send us an e-mail in which are mentioned the reference of your order and the products you wish to return. We will then send you a return ticket which you must print. You will then have to take your package to the nearest post office and attach the return ticket.
Once we have received the products you wish to return to us, we will reimburse you as soon as possible. Transactions can take up to 14 business days.