PLEASE NOTE - The Raffaele Effuso Collections are handcrafted and are mostly made from natural materials, so differences in tone and colour and natural blemishes or impressions are normal. Over time natural materials like the leather may soften and develop a patina adding to their overall character.
In the unfortunate circumstance where a design is out of stock you can email [email protected] as we offer a made to order option too, or suggest an alternative purchase.
In the event of goods being lost or damaged in the post, we will make a claim from Royal Mail or our designated carrier. By using this website, you agree to assist us by providing correct information in the event of any claim made by us.
Website & telephone orders returns policy
Arrived damaged or faulty
Returns from purchases made at events
WEBSITE & TELEPHONE ORDERS RETURNS POLICY
Changed your mind? Not a problem. In line with the Consumer Contract Regulations you have 14 days following receipt of your goods to cancel your order. To cancel an order notification in writing must be received by us within 14 days or receipt of your order. You can do this by completing and returning a standard cancellation form available by emailing [email protected]
As the parcel remains your responsibility until it arrives with us, remember to ask for proof of postage, so if your parcel goes missing in the mail, you’ll have proof you’ve sent it. When returning the item we recommend using a signed for, insured delivery method for your own peace of mind. Please return the item within 14 days of cancellation, together with the returns number packaged adequately and in an AS NEW condition with all tags and labels attached, unused and undamaged, otherwise a refund will be refused.
In exceptional circumstances a deduction can be made if the value of the goods has been reduced as a result of the goods not being returned as supplied by us.
You will normally receive a refund within 14 days of us receiving the goods back.
If your purchase was originally fine but has become faulty quite soon afterwards, please email us in the first instance at [email protected] with a short description and a photo of the problem and we will email you back. We will refund the cost of returning the items using Second class post which is sufficient when sending faulty items back to us, please make sure you obtain a proof of posting. We also need proof of purchase, whether this be a receipt, or copy of your bank or card statement, showing the purchase. You will receive your refund within 30 days although usually much sooner. If you do not notify us about a faulty item until after 1 month following purchase, the onus will be on you, the customer to prove the goods were faulty. In all cases our maximum liability is restricted to the retail price paid for the goods less any discount received if applicable.
ARRIVED DAMAGED OR FAULTY
If your goods arrived damaged or faulty you must inform us by email within 48 hours or receipt. Please retail the original packaging. We will then ask you to return the bag and on receipt, will replace it free of charge or fully refund it
We do not refund return postage from International destinations outside the UK. If you believe your item is faulty please make sure you advise us of the return cost prior to returning it to us and have our express written consent to a refund of that postage amount before sending the item back.
RETURNS FROM PURCHASES MADE AT EVENTS
Unless otherwise agreed in writing we only accept returns for refunds from purchases at events if they are faulty. This is because we often donate up to 20% of the item price to charity or event organisers. We are however always happy to offer an exchange if you have purchased an item at an event and subsequently changed your mind. Unless agreed otherwise in writing you would also need to pay the postage of returning the original item and sending out the replacement item.