FAQ's

WILL I HAVE TO PAY TAX OR CUSTOMS DUTIES ON MY GOODS TO RECEIVE THEM IF I LIVE IN THE UK?

New post-Brexit rules came into force on 1 January 2021. New taxes and charges now apply to almost all goods going back and forth between the UK and the EU. Our prices are inclusive of 20% VAT (sales tax) for UK Customers however if you are purchasing goods worth more than £135 the VAT element is applied when the goods are to be delivered to you. You will be contacted by DHL or FedEx our courier partners via text or email to notify you of this and the sum to be paid. At this point please get in contact with us at support@raffaelina.com and provide us with a copy (screen shot) of the charge and we will arrange payment with you. We ship from our factories in Italy in the EU and the free trade deal means that you won't have to pay any customs duties. 

I HAVEN'T RECEIVED AN EMAIL ORDER CONFIRMATION?

Please check your Junk or Spam folder to see if it has gone in there. If not please email support@raffaelina.com who will be happy to assist. It is also worth adding us to your Safe Senders list.

 I HAVEN'T RECEIVED A TRACKED SHIPPING EMAIL?

You will receive a tracked shipping email notification when your parcel leaves our factory with the courier. Please check your Junk or Spam folder to see if it has gone in there. If not please email support@raffaelina.com who will be happy to assist.   

CAN I CHANGE MY ITEM?
Yes, you have 20 days in which to do so.
If 20 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange (see Contact Us section for more details).
 
CAN I AMEND/CANCEL MY ORDER?
No unfortunately not. Our ordering system is live and fully automated with our factory so when you place an order product is allocated immediately and made ready for shipping. Upon receipt of your order please email support@raffaelina.com who will advise you of our returns process (see Exchanges & Returns for more details).

I HAVEN'T RECEIVED A RETURNS LABEL?
We do not send out Returns Labels with our parcels so if you need to make a Return please email support@raffaelina.com who will assist you.
  

HOW MUCH DOES IT COST TO RETURN ITEMS?
1 - IF THE PRODUCT IS DAMAGED OR NOT CORRECT: you will not incur any costs for returning the item. Send a photo/s to support@raffaelina.com who will arrange for a Prepaid Shipping Label to be sent to you for the return of the item/s. Upon receipt and inspection of the return item/s a refund will be applied to your original method of payment.

2 - IF YOU DO NOT LIKE THE PRODUCT OR IT DOES NOT FIT: the costs of making the return are at your own expense. You can send it back using your own chosen courier. We advise you to choose a courier who offers parcel tracking and proof of delivery.

HOW DO I PACKAGE THE PARCEL WITH THE ITEM I WISH TO RETURN?
The return must be carefully packed and respect the following conditions:
- The items must not have been used, modified or customized.
- The item's packaging must not show signs of use, scratches or scrapes.
- Put inside the parcel the email you received authorizing the return or if not a piece of paper with the product code and the order number written on it. If the above conditions are not respected, we reserve the right not to issue any refunds for the returned items.

WHERE DO I SEND ITEMS TO BE RETURNED?
You must email support@raffaelina.com who will reply to you with our address in Italy where you will have to send the item to be returned. We have more than one address. 

HOW LONG BEFORE I GET MY REFUND?

Upon receipt and inspection of the return item/s and within a maximum of 10 working days from receipt of the return item/s a refund will be applied to your original method of payment.

I WANT TO CANCEL MY RETURN REQUEST, CAN I?
Yes, if you have made a return request, but you have changed your mind you can email support@raffaelina.com to advise. 

I HAVE MADE A MISTAKE IN THE RETURNS PROCEDURE
If you made a return request but you have noticed that you have made a mistake you can email support@raffaelina.com to advise.

I RECEIVED A DAMAGED, DEFECTIVE, WRONG, OR MISSING ITEM
Email support@raffaelina.com immediately to advise.

ARE PRODUCTS SOLD ON RAFFAELINA.COM ORIGINAL?
The products sold on RAFFAELINA.COM are all 100% original, purchased directly from the brands, licensees or official distributors.