Refund policy
At Raven London, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.
Returns
We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must:
- Be unworn, unused, and in its original condition.
- Have all original tags attached.
- Be returned in its original packaging.
- Include proof of purchase or your order number.
Items showing signs of wear, washing, alteration, stains, odours, pet hair, or damage beyond what is necessary to inspect the item may not be eligible for a refund and may be returned to the customer.
To begin a return, please contact us at info@ravenlondon.com. Once your request has been reviewed and approved, we'll provide return instructions.
Please do not send your purchase back without first contacting us, as unauthorized returns may not be accepted.
Return Shipping
Customers are responsible for the cost of returning items unless the item arrives damaged, defective, or an incorrect item was sent.
For your protection, we recommend using a fully tracked shipping service, as Raven London cannot be responsible for returns lost or damaged in transit.
Returns Address
Please do not send your purchase back without first contacting us. Once your return request has been approved, we will provide the correct return address and return instructions via email.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery.
If your item is damaged, defective, or you receive the wrong product, please contact us within 7 days of delivery at info@ravenlondon.com with your order number and clear photographs of the issue. We'll review your claim and work to resolve it as quickly as possible.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Final sale or clearance items
- Personalized or custom-made products
- Items that have been worn, washed, altered, or damaged after delivery
If you're unsure whether your item qualifies for a return, please contact us before submitting a return request.
Exchanges
We currently do not offer direct exchanges.
If you require a different size or colour, please contact us first. Depending on the circumstances, we may be able to offer a replacement, store credit, or recommend the best available solution.
European Union 14-Day Cooling-Off Period
If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing justification.
To qualify, the item must be unworn, unused, with all original tags attached, in its original packaging, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days. Please note that your bank or card issuer may require additional time to process and post the refund.
Original shipping charges are non-refundable unless the return is the result of our error, such as receiving a damaged, defective, or incorrect item.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@ravenlondon.com.