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FAQs

FAQs

Frequently Asked Questions
ACCOUNT
ORDERS
PAYMENTS & SECURITY
DELIVERY
RETURNS & REFUNDS
STORES & STOCKISTS

ACCOUNT

DO I NEED TO REGISTER TO SHOP AT RAEBURNDESIGN.CO.UK?

No, but its worth it. You can checkout as a guest but by registering your details you won’t have to enter the same information every time you order. You can also choose to receive regular email updates for all the latest RÆBURN news, workshops, events, competitions, offers and much more.

WHAT IS MY ACCOUNT?

Once you have registered you can access your account at anytime by clicking on the My Account link at the top of the page. Here you can change your preferences, update your payment information and address book, view your wish list, rewards, order history, recommend friends and manage your account password.

I’VE FORGOTTEN MY PASSWORD?

Did you think of your password a bit too quick? No problem. Click on I have forgotten my password and we'll send you a password reset to your account email address. Once you've logged back in you can go to My Account at any time and update to something more memorable.

CAN I CHANGE MY DELIVERY ADDRESS?

Yes, or course. You can select a different address during the checkout and save it to your address book for next time you shop. You can update your address book at any time in your My Account section. Unfortunately we are unable to change the delivery addresses for parcels to be dispatched once the order has been placed. Please note, any changes you make to your account after an order has been placed will not take effect.

HOW DO I SIGN UP FOR THE RAEBURNDESIGN.CO.UK NEWSLETTER?

The best way to sign up to our newsletter is to set up an account. You don’t have to buy anything yet, but when you do want to start shopping this will also give you a head start. Alternatively, submit your email address at the bottom of the website, or click the Newsletter link where you can sign up to our newsletter without setting up an account.

DO I HAVE TO REGISTER TO ENTER COMPETITIONS?

For raeburndesign.co.uk competitions, Yes. We need your information to ensure that if you're lucky enough to win, we can contact you to let you know. By signing up you'll also receive regular email updates on the latest RÆBURN news, as well as workshops, events, competitions, offers etc. We do however run competitions through our social media channels from time to time, for which you do not, necessarily, need to have registered with raeburndesign.co.uk to enter, however you may be required to ‘follow’ us for your chance to win and will be required to register to receive your prize.

HOW DO I CONTACT CUSTOMER SERVICE?

If you have questions which are not answered on the website, please contact our Customer Service team via the contact form on our Contact Us page during office hours of Monday to Friday 09:00 - 18:00. Alternatively, if your enquiry is more urgent please contact us by phone +44 (0)208 510 9689 or use our Live Chat function.

ORDERS

HOW DO I SEARCH FOR A PRODUCT?

There are a number of ways you can search for a product until you find exactly what you’re looking for. The most relaxing way to shop with us is to browse through the categories under the MEN or WOMEN headings of the website. Alternatively, if you know exactly what you want, just type in a product/description in to our search facility, top right of the main menu, and we will find you everything related to your specific search.

HOW DO I MAKE A PURCHASE?

Shopping at  raeburndesign.co.uk is easy, you can shop by product category such as RÆMADE, Coats & Jackets, Parachute etc. or you can search directly for what you are looking for in our search bar. Once you have found what you want, choose your colour and size and click 'add to basket', and when you’re done shopping, proceed to the checkout and follow the on screen instructions to fill in your delivery and payment details. Easy. Don't forget to check out our Offers section, available from time to time, and grab yourself a bargain!

I HAVE SEEN A PRODUCT BUT IT NO LONGER SEEMS TO BE IN STOCK?

We know how frustrating it can be when you see something you like but its sold out. Some of our most popular products will run out very quickly so you do need to be quick and get it before someone else does. We do offer remind me when back in stock alerts which will send an email to you if/when items are replenished. Alternatively, you may find something similar if you keep browsing, alternatively you can type in keywords for the product you are looking for into our search facility (top right of the main menu) and we will find you everything related to your specific search.

I HAVE SEEN SOMETHING ADVERTISED BUT CANNOT FIND IT ONLINE?

Get in touch with our Customer Service team via the contact form on our Contact Us page and give them as many details as possible; where you saw it, publication dates, style name and colourway if possible. We will do our best to track it down for you.

ARE THE PICTURES SHOWN ON THE SITE AN ACCURATE REPRESENTATION OF THE ACTUAL PRODUCT?

We make a huge effort during the photography process to ensure the images you see online are as close to the real thing as possible. It is worth noting that all monitors have different colour settings so we recommend carefully viwing all images offered and checking the product description for information on the colourway.

HOW DO I KNOW IF THE ITEM I AM ORDERING WILL FIT?

Sizes may differ from one product to another and even from one style to another. If you have purchased a RÆBURN item before and it fits well then we suggest you continue to order that size. However, please also refer to our Sizing page where there is a further information including a sizing conversion chart. We also offer a style specific sizing guide on each product page to help you make an informed decision. If you are not completely satisfied with the fit then please refer to our Returns Policy & Procedure for details.

CAN YOU GIVE ME ANY MORE INFORMATION ON A PRODUCT?

We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images. If you do need any more information please contact us via our Live Chat function and we can put you in touch with our Customer Service team and/or our Retail team who can further communicate product feaures and benefits through messaging, images and video as needed. Alternatively contact Customer Service via the contact form on our Contact Us page and we'll do our best to help you.

HOW WILL I KNOW THAT YOU HAVE RECEIVED MY ORDER?

Once you have placed your order, you will receive an email from customer.service@raeburndesign.co.uk confirming that your order has been received. This does not mean your order has been accepted by us. You will then receive another email from  customer.service@raeburndesign.co.uk confirming that your order has been dispatched. This email may also include details of your tracking number. We will endeavour to contact you if any of the items you ordered are not in stock and organise a full or partial refund if required, so you only pay for the cost of the items in stock. Our acceptance of your order will be deemed to take place when you receive our email confirming the goods have been dispatched to the delivery address stated on your order. Please refer to our Terms & Conditions for further details.

CAN I ADD ITEMS TO AN EXISTING ORDER?

It is not always possible to combine orders or add items to an existing order. You can place a new order for any additional items and contact us via the contact form on our Contact Us page requesting to have your multiple orders combined and shipped together but please be advised this may not always be possible as the first order may have been packed for dispatch or already shipped.

CAN I CANCEL MY ORDER?

Once you have submitted your order, we start the necessary steps to process it. As a result we are unable to modify or cancel your order. In accordance with the UK Distance Selling Regulations you have a '7 day cooling off period' (from the day after you receive the goods) where you can cancel your contract with us and any monies debited will be refunded in full including delivery charges. If the order has been dispatched, you can refuse delivery and the order will be returned to us but in this event we are unable to refund the original costs of delivery. If you accept delivery, you will need to return the order in full, unused and in all its original packaging, at your own cost. Items exempt from the 7 day cooling off period include: Items made to your specification, Made to Order items, Gift Cards etc. All cancellations made under the Distance Selling Regulations must be done so in writing to our Customer Service team via the contact form on our Contact Us page quoting your name, order number and with the subject title as ‘Distance Selling Regulations’.

HOW DO I USE A PROMO CODE / GIFT CARD?

Once you have added your items to the basket and are ready to complete your purchase, you will see a Promo Code / Gift Card field at checkout. To redeem simply enter the relevant Promo Code / Gift Card into the box and your cart will be amended to show the new price. Please note that Promo Codes / Gift Cards cannot be applied after the order has been placed and some Promo Codes / Gift Cards will have an expiry date.

I FORGOT TO USE MY PROMO CODE / GIFT CARD?

Sorry but if you didn't enter the Promo Code / Gift Card during checkout we cannot apply it after the order has been placed.

DOES RAEBURNDESIGN.CO.UK OFFER GIFT WRAPPING?

Yes. We offer a gift wrapping service at an additional charge. Please select this option during the checkout process.

WHAT CAN I DO IF SOMETHING IS WRONG WITH MY ORDER?

If you receive the wrong item or something is missing from your order please contact our Customer Service via the contact form on our Contact Us page and we will aim to resolve it for you within 24/48 hours. We take great pride in the service we offer and to show that we promise the following;

If your order is late we will refund your delivery charge and give you 10% off your next order

If your order is wrong we will ask you to send it back to us and on receipt we will refund your postage, send out the correct item on a next day service and give you 10% off your next order

If you do not like your purchase or it does not fit just send it back to us within 14 days from delivery and on receipt we will send you a different size or colour, or process a refund. We aim to process returns within 24/48 hours of receiving them.

If we have not sorted it out within 3 emails we will call you at a time that suits you.

PAYMENTS & SECURITY

IS IT SAFE TO ORDER ONLINE?

Yes. When you input your name, address or credit/debit card details on the web site, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit cannot be read in the unlikely event it is intercepted. If you are unsure as to when the SSL security is being applied, check that there is a Padlock icon or Key icon in the grey bar at the base of the page you are reading.

WILL IT BE SAFE TO USE MY CREDIT CARD ONLINE AT RAEBURNDESIGN.CO.UK?

We are taking every measure to ensure that your details are protected. We use Shopify Payments for all UK purchases to protect all payments, please click here if you would like to view their Terms of Service. International payments are handled by Global-e. We also offer Klarna to spread the cost of your purchase, find out more here

WHAT METHODS OF PAYMENT CAN I USE AT RAEBURNDESIGN.CO.UK?

Current payment methods accepted by raeburndesign.co.uk include; American Express, Visa Credit, Visa Delta Debit, Visa Electron, Solo card, Mastercard Debit/Credit/Pre-pay and Maestro Debit, Apple Pay and Google Pay. We also accept payment by PayPal and for international orders offer all local country payment types at checkout.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that we consider all of the information share with us to be completely private and confidential. At no point will raeburndesign.co.uk share, rent or sell your personal information without your consent.

DELIVERY

Where do you ship?

We ship globally. Please contact Customer Service via the contact form on our Contact Us page if you experience problems ordering to your location.

WHEN WILL I RECEIVE MY ORDER?

We aim to despatch all orders within 1-2 working days and delivery is subject to the type of delivery you request. Please allow up to 28 days. Please visit our Delivery page for a full list of options. Our standard UK delivery will take up to 3 working days, however if you prefer we can provide next working day delivery for UK customers for an additional fee. We also offer free UK delivery on all orders over £100. Our orders are sent out via traceable, signed for and insured services. Unfortunately we cannot deliver on national holidays. In this instance please expect your delivery on the next working day. Remember that the times indicated consider only working days (Monday-Friday) and delays may be incurred during public holidays.

For International orders you will be presented delivery options during checkout. Please visit our Delivery page for more information.

How do I track my order?

As soon as your order has been dispatched, you will receive an email confirm that it's on its way. The email will include a tracking number and you can monitor the status of your delivery by logging onto the relevant carriers website.

WILL I HAVE TO SIGN FOR MY ORDER?

We do require proof of delivery for all orders and we are unable to authorise packages to be delivered without a signature.

Note: During COVID-19 we operate a door drop service. The driver will knock the door and wait for someone to open before he leaves.

WHAT HAPPENS IF I MISS MY DELIVERY?

If our courier misses you they'll leave a card and try again the next working day. We will attempt 3 deliveries and if we are still unable to deliver to you your goods will be returned to raeburndesign.co.uk and we may charge a 2nd delivery fee to dispatch to you again.

RETURNS & REFUNDS

HOW DO I RETURN AN ITEM?

If for some reason you are not happy with your purchase you can return any item within your order to us within 14 days of delivery date for an exchange or refund. Simply request a Returns Authorisation Number (RAN) from returns@raeburndesign.co.uk and list the RAN on your Returns Request Form which must be enclosed with your returned item/s. Please check our Returns Policy for more information. Products returned under this policy must be sent by recorded delivery.

HAVE YOU RECEIVED MY RETURNED GOODS?

As soon as your return has been processed by our team we will email you to let you know. In the unlikely event that you don't receive this email (allowing a reasonable amount of time for the products to arrive back with us and subject to the method you choose to return your order, and what country you are returning your order from), please contact Customer Service via the contact form on our Contact Us page and we will aim to get back to you within 24 hours. If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

Can an item that I purchased online be returned in store?

Yes. We are able to process returns in store for items purchased online and vice versa. Please visit the RÆBURN Lab and our team will be happy to assist you.

Can I receive a gift card instead of cash?

Yes, we can assist in the event you prefer to store the value of your return on your account, either via an account credit balance or a Gift Card.

STORES & STOCKISTS

DO YOU HAVE A SHOP?

Yes. The RÆBURN Lab is open every Thursday-Sunday (12:00–18:00) where you can browse our latest collections, archive pieces and Lab Exclusives. Not forgetting raeburndesign.co.uk is an online store which means you can shop with us 24 hours a day, from all over the world, and we will deliver straight to your front door.

WHERE IS RÆBURN STOCKED AROUND THE WORLD?

Visit our Stores page to find your local stockist.