Return Policy

RETURNS

Our policy lasts 30 days. If 30 days have gone by since your purchase*, unfortunately we can’t offer you a refund or exchange. Please contact us with questions. Karleen@RavenRova.com or TEXT 510-858-4948.

*COVID-19 DELAYS: 

If your item is NOT IN STOCK at the time of purchase: refund and exchange valid 30 days from when we ship your item to you. 

If your Item IS in stock at time of purchase: standard policy applies. 

To be eligible for a return, your item must be unused and in the same condition that you received it.

Several types of goods are exempt from being returned.

We do not accept returns on custom items.


We do not accept returns on these items:

* Custom Items

* Gift cards

* Sample/Prototype Sale Items 

* Clearance Items/Marked "Final Sale"

To complete your return, we require a receipt or proof of purchase.


Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 business days. We use Shopify, our e-commerce platform to issue refunds. 


Late or Missing Refunds

There is often some processing time before a refund is posted. Please double check your bank account, and credit card/PayPal statement. If you have done all this and still have not received your refund yet, please contact us at karleen@ravenrova.com. Shopify, our e-commerce provider typically issues refunds and payouts once a week. 


Clearance/Final Sale Items

Unfortunately items marked "final sale" or clearance items cannot be refunded.


Custom Items

Items that are custom designed, dyed, manufactured (cut & sewn), modified (fit & tailored) per your request cannot be refunded. This includes custom color orders. 


Exchanges

We replace items if they are defective or damaged.  If you need to exchange it for the same item in a different size, send us an email at Karleen@ravenrova.com. We will send you exchange instructions and mailing address at this time. Items must be exchanged in new, unused condition. 


Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.


If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.


Shipping

To return your product, please wait for your return authorization email. You should mail your product to: 2207 Ivy Drive, Oakland, CA, 94606, United States.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Please package your item with care, it is OK to reuse the packaging that your item arrived in. Please tape it completely, and make sure the address is correct. We recommend using the USPS website for fast affordable shipping. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Our standard method of shipping is USPS Priority Mail which reaches most destinations in 2-3 business days.


If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We are not responsible for shipping carrier loss, damage, delay.

We recommend using USPS flat rate packaging. You can buy this label on the USPS website, and drop at the post office (skip the line). UPS and FedEx are more expensive, they are very reliable and can pack the box for you. 


Please contact us with any questions or concerns.

We want you to be happy with your purchase and service! 

Updated September 2, 2020.