RETURNS & EXCHANGES

 

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. Simply email us at shop@therakemagazine.com 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 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 they are delivered to your address. Note shipping fees will be charged again on the second order unless the amount is above our free shipping threshold.

 

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?

Unfortunately, we are not able to refund local tax and duties paid at checkout on deliveries to non-UK 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 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: shop@therakemagazine.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 shop@therakemagazine.com 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