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. If you are still having difficulty, please email email@example.com.
How do I receive The Rake newsletter 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). 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
Can I cancel or make changes to my order?
As your purchase will be prepared quickly for dispatch, please contact our Customer Service team 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 you are welcome 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. Where the local currency is not available, the default currency is USD.
The currencies we have available are USD / GBP / EUR / AUD / SGD / CHF / CAD
When will my card be charged?
If you pay by debit card, credit card or PayPal, The Rake will take payment at the point your order is placed on our site.
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 so. For further details, please see The Rake’s Terms & Conditions.
Where can I find size & fit advice?
Click on ‘Size Guide’ on the product page for each item to view our conversion chart or you can email or call us if you would like styling or fitting advice. You can email email@example.com and our other 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 firstname.lastname@example.org, 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 the EU, VAT will be charged at the checkout. There won’t be any custom clearance for shipments to those countries.
For UK orders placed after 9th November, VAT will be charged at the checkout. There won’t be any custom clearance for shipments to the UK.
Watches from Watchfinder are shipped from the UK, and VAT is included in the price for delivery in the UK. Additional taxes may occur for delivery outside the UK and those will need to be paid directly to Fedex or DHL at customs clearance.
All other watches are sent from Singapore, and prices paid on The Rake do not include VAT or duties. Additional taxes may occur for delivery in the UK and outside the UK. Those will need to be paid directly to Fedex or DHL at customs clearance.
Will I need to pay taxes and duties?
International Orders may be subject to local taxes, import duties or other local requirements. It is the responsibility of the client to determine what local taxes or import duties may apply for deliveries to their address. Note orders on TheRake.com are not shipped DDP.
How much will I be charged for shipping?
We ship worldwide at below rates, charged by shipping region. We also offer free returns on all orders to all our customers.
|Great Britain||17.5 GBP|
|Rest of the World||50 USD|
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 couriers. All products in an order will be shipped together.
RETURNS & REFUNDS
What is your returns policy?
If your purchase isn’t quite right, you can return it for a refund by notifying us within 14 days of the date your order was delivered, using our free returns service. Please note, all products within an order that are requested to be returned must be returned together, and the goods have to be collected within 5 days of notifying us.
Simply email us at email@example.com 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 that have had their protective seals or strips removed or damaged. This also includes underwear, Made-To-Order products and magazines and books. This does not affect your statutory rights.
If you would like to exchange an item, you will have to place a new order for the product you would like and then return the item would not like to keep. The 14-day return window for each product begins when each product has been delivered to your address. Note shipping fees will be charged again on the second order.
Will shipping fees be refunded on return?
Shipping fees will be excluded from your refund, unless the item is faulty or if you received the incorrect item.
Will taxes & duties be refunded on return?
We are only able to refund the VAT charged for the returned items at the checkout, unfortunately we won’t be able to refund any tax or duties charged by local governments at the customs clearance. Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by yourself to your local government or authority. We are unable to assist in you reclaiming any local tax or duties.
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 on these products.
How do I prepare my package for a return?
You can send your items back in any safe and secure sealed package, but the items must be protected and therefore undamaged upon return to us. Ideally the package is returned in the box that it was sent in. Note any return that is not sent in a secure and sealed package, with the garment received in a new and unused condition, with its original packaging, will result in the return being refused and the package/s sent back.
When will I receive my refund?
Refunds are issued via the original payment method and will normally appear within 10 business days after the products have been received and quality checked by our operations team. Note the refund timing also depends on the processing time of your payment provider.
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: firstname.lastname@example.org
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 email@example.com and we will get back to you as soon as possible.
United Kingdom: +44 20 3856 3886
United States: +1 (888) 979-7507
All Others: +44 20 3856 3886