Return & Refund Policy

At Raven London, we take pride in delivering refined fashion pieces and outstanding service. We want you to love your purchase. However, we understand there may be situations where you wish to return or exchange an item.

Please read the following policy carefully before placing your order. By making a purchase at Raven London, you acknowledge and agree to the terms below.

IMPORTANT NOTE REGARDING RETURNS WE DO NOT OFFER FREE RETURNS. Should you decide to return an item, you (the customer) are responsible for the return shipping costs. All returns must be shipped to our central warehouse in Asia (China). Please consider these shipping costs before initiating a return.

1. 30-DAY RETURN POLICY

We offer a 30-day return window, which means you have 30 days after receiving your item to request a return. If 30 days have passed since the delivery of your order, we unfortunately cannot offer you a refund or exchange.

Eligibility Conditions To be eligible for a return, your item must meet the following strict criteria:

• The item must be unworn, unwashed, and unused.

• It must be in the original packaging with all original tags and labels attached.

• It must be free of stains, hair, odours (perfume/smoke), or signs of wear.

• You must provide a receipt or proof of purchase.

We reserve the right to reject returned items if we suspect they have been used or damaged, or if they do not meet the above criteria.

2. RETURN SHIPPING & COSTS

• Customer Responsibility: As mentioned, all return shipping fees are the responsibility of the customer. These costs are non-refundable.

• Return Address: All returns must be sent to our central warehouse in China. Do not send your purchase back to the manufacturer address on the package without contacting us first; we will provide you with the correct address via email.

• Tracking Number (Mandatory): When returning items, you must use a shipping method that provides a valid tracking number. Without a tracking number, we cannot locate your return and will be unable to process a refund. We also strongly recommend choosing an option that includes insurance.

• Wrong Address: Customers who ship items to an incorrect address are solely responsible for any resulting delays or losses. Raven London cannot accept liability for misdirected returns.

3. HOW TO START A RETURN

If your order meets the conditions above, please follow these steps:

1. Contact Us: Email us at info.ravenlondon@gmail.com within 30 days of receipt. Include your Order Number, the Items you wish to return, and the Reason for return.

2. Approval: Our team will review your request. If approved, we will send you the specific return address (in Asia) and instructions.

3. Ship It: Pack your items securely to avoid damage during transit. Ship the package using a tracked courier service.

4. Send Proof: Email us the Tracking Number and carrier name immediately after shipping.

4. CANCELLATION POLICY

We work with a fully automated system to ensure fast dispatch. Therefore, our cancellation window is very short.

• Within 1 Hour: You may cancel your order within 1 hour of placing it. Please email info.ravenlondon@gmail.com immediately with the subject line "CANCELLATION + Order Number".

• After 1 Hour: Your order will have been processed for dispatch, and cancellation is no longer possible.

• Orders in Transit: If the goods are already on their way to you, we cannot cancel the shipment. You must wait until you receive the goods and then return them to us in accordance with our Return Policy.

5. REFUNDS

Once your return is received and inspected at our warehouse, we will notify you of the approval or rejection of your refund.

• Approval: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–10 business days.

• Processing Time: Please note that your bank or credit card company may take additional time to post the refund to your account.

• Late Refunds: If more than 15 business days have passed since we approved your return, please contact us at info.ravenlondon@gmail.com.

6. DAMAGES & ISSUES

Please inspect your order immediately upon reception. If your item arrives damaged, defective, or if you received the wrong item, you must contact us within 48 hours of delivery.

Please email info.ravenlondon@gmail.com with:

1. Your Order Number.

2. Clear photos or videos of the issue/damage.

3. A brief explanation.

If issues are not reported within this timeframe, or if items are worn despite the damage, we will be unable to provide a refund or replacement.

7. EXCHANGES

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

If you received a defective item or the wrong size due to our error, we will, of course, arrange a replacement free of charge.

8. EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, including:

• Custom products (such as special orders or personalized items).

• Personal care goods (such as beauty products, earrings for hygiene reasons).

• Gift cards.

Thank you for shopping at Raven London. We are committed to providing a fair and transparent experience. If you have any questions about this policy, please contact us at: info.ravenlondon@gmail.com