FREQUENTLY ASKED QUESTIONS
HOW TO SHOP & PLACE AN ORDER?
Do I need an account to place an order?
No, you can shop on therake.com without an account, however, we recommend that you register for a The Rake account so that you can start adding your favourite pieces to your wishlist and easily track your orders.
I have forgotten my password: what should I do?
Simply follow the ‘Forgot your password?’ link on our Log In page and enter your email address. You’ll then receive an email to reset your password.
How do I receive The Rake email updates?
Stay informed of new arrivals, re-stocks and exclusive promotions by entering your email address here or in the box in our footer.
How do I place an order on your site?
Placing an order is easy at The Rake. Here’s how:
1) Choose a brand or category from the top navigation menu or search to explore a specific style.
2) Select the size of your item and click ‘Add to bag’. Once you have finished adding your items, proceed to checkout.
3) Sign in to your account if you have not done so already. If you do not have an account, you can proceed as a new customer.
4) Enter your address and payment information, we have options for Apple Pay, Paypal, Credit Card (& Debit Card) and Bank Transfer (please note that we do not have an IBAN, our account number can be provided instead). Once your purchase is confirmed, it will be carefully prepared and shipped to you in the time provided on the product page and on your order confirmation email.
What payment methods do you accept?
- American Express
- Visa Electron
- Apple Pay
- Sofort (Only in Germany, Austria & Switzerland in EUR)
- Diners Club
Can I cancel or make changes to my order?
As your purchase will be prepared quickly for dispatch, please contact our Customer Service Advisors at firstname.lastname@example.org as soon as possible to cancel or make changes to an order. Unfortunately, we are unable to add items to an existing order but we welcome you to place a new order for any additional pieces.
Which currencies can I shop in?
The currency you see on the website is based on your current location, however, you can select any currency from the drop-down on the top left-hand corner.
When will my card be charged?
If you pay by debit card or PayPal, The Rake will take payment at the point your order is placed on our site. If you pay by credit card, full payment is usually taken once your order is ready for shipping, though your bank or card issuer may reserve the order amount in your account immediately.
Will my personal details stay safe?
We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see The Rake’s Terms & Conditions.
Where can I find size & fit advice?
Click on ‘Size Guide’ on the item’s page to view our conversion chart or you can email or call us if you would like styling or fitting advice. Our contact details are here.
Our team of editors and stylists are on hand to offer sartorial style advice to all our customers. Checkout our style stories for inspiration here or write to us at email@example.com, our other contact details can be found here.
SHIPPING, TAXES & DUTIES
What VAT is charged on my order?
If you are buying goods for delivery to UK, then we will charge UK VAT where applicable.
If you are buying goods for delivery to a non-UK address, no VAT is applicable. This is already reflected in the prices on the website if you are browsing a non-UK country. If you are browsing the UK, UK VAT will be updated when you select a non-UK delivery address at checkout.
How much will I be charged for shipping?
We offer free worldwide international shipping on orders over 150 GBP / 200 EUR / 200 USD / AUD 500 / CAD 305 / HKD 2530 / SGD 450 / CHF 305 / JPY 34250 / NZD 615 / AED 1435 and free returns to all our customers.
|SHIPPING REGION||GBP (£)||EUR (€)||USD ($)|
|Rest of the World||35||40||46|
When will I receive my item and how can I track delivery?
It is important to check the delivery information on each of our products as many of them are based with suppliers across the world, once we have received the items with us in our warehouse you will receive shipping and tracking information from our courier, FEDEX.
Will I need to pay taxes and duties?
International Orders may be subject to local taxes, import duties or other local requirements. Please be aware that your order will be shipped from the UK, so if you are purchasing from a European country after 31st December 2020, VAT is not included in the checkout price, but you may be asked to pay the import VAT (your country rate) in order to clear customs.
RETURNS & REFUNDS
What is your returns policy?
If your purchase isn’t quite right, you can return it for a refund within 14 days of your delivery date using our free returns service. Simply email or call us to arrange a suitable time for our courier to come to your office or home and collect the package and return it to us. Please note, in some instances, we are unable to offer refunds or exchanges. This includes personalised and perishable products, as well as products which have had their protective seals or strips removed or damaged. This does not affect your statutory rights.
If you would like to exchange an item our friendly customer service advisors can assist you, simply call us or email firstname.lastname@example.org.
How do I prepare my package for a return?
You can send your items back in any sealed package, but the items must be protected and therefore undamaged upon return to us.
When will I receive my refund?
Refunds are issued via the original payment method and will normally appear within 10 business days, depending on the processing time of your payment provider.
Will taxes & duties be refunded on return?
Unfortunately, we are not able to refund local tax and duties paid at checkout on deliveries to non-EU countries as these are charged by local governments. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.
Can I return my customised or made-to-order item?
Due to the nature of customised and made-to-order orders, and the fact that they have been specially created for you, we will not be able to accept returns.
Have further questions?
Our friendly UK based customer service team are on hand to help between 9am – 6pm UK time Monday – Friday (excluding bank holidays).
Please email us anytime and we will respond as soon as possible: email@example.com
You can also call us for free using the special numbers below, between 9am – 6pm UK time Monday – Friday (excluding bank holidays). If during a busy time you have trouble getting through on these lines, please send as an email to firstname.lastname@example.org and we will get back to you as soon as possible.
United Kingdom: +44 20 3856 3886
United States: +1 (888) 979-7507
Australia: +61 1800 961 301
Hong Kong: +852 3008 3688
All Others: +44 20 3856 3886