Return window and change-of-mind cancellations

For eligible online purchases, you may notify Ravqino that you wish to cancel and return your order within 14 days after the day you receive the goods.

After notifying us of your decision, you must send the eligible goods back within the following 14 days.

This change-of-mind return procedure is separate from your legal rights where goods are faulty, damaged, incorrect, not fit for purpose or not as described.

Nothing in this policy limits mandatory consumer rights available under applicable law.

Condition of returned items

You may inspect and try on clothing in the same way you reasonably would in a physical shop. Please take reasonable care of each item.

Returned products should, where applicable, be:

• Unworn other than for a reasonable fitting.
• Unwashed and unaltered.
• Free from damage caused after delivery.
• Returned with original tags attached where possible.
• Returned with all accessories, belts and included components.
• Packaged securely to prevent damage during return transit.

Please avoid makeup marks, deodorant marks, tanning products, perfume, smoke, strong odours, pet hair or other signs of use when trying on clothing.

Where handling goes beyond what is reasonably necessary to establish the nature, characteristics and fit of an item, and that handling reduces its value, we may make a lawful deduction from the refund.

How to start a return

Return shipping costs

For an eligible change-of-mind return, the customer is normally responsible for the direct cost of returning the goods unless Ravqino has agreed otherwise or applicable law requires another outcome.

We recommend using a tracked postal service that provides proof of delivery.

Ravqino is not responsible for a return parcel sent to an incorrect, incomplete or unconfirmed return address.

If an item is confirmed as faulty, damaged on arrival, incorrect or materially misdescribed, we will provide an appropriate remedy and cover reasonable return costs where required.

Refund processing

Once a returned parcel is received, we will inspect the item and notify you regarding the outcome of the return.

Approved refunds will be issued to the original payment method. We may withhold reimbursement until the goods have been received or you provide acceptable evidence that they have been sent, where permitted by law.

Swipe horizontally to view the full refund table.

After Ravqino issues a refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.

Faulty, damaged or incorrect items

Please inspect your order promptly after delivery.

Contact us if an item:

• Arrives damaged.
• Has a manufacturing fault.
• Is materially different from its product description.
• Is not the product, colour or size you ordered.
• Is missing an included component.

Please provide:

• Your full name and order number.
• A clear description of the problem.
• Clear photographs showing the issue.
• A photograph of the parcel and shipping label where relevant.

Do not send the item back until customer support provides instructions.

Where applicable, consumers may have a short-term right to reject qualifying faulty goods within 30 days. Depending on the circumstances, other remedies may include repair, replacement, price reduction or refund.

Products that may not qualify for change-of-mind returns

The following products may be excluded from change-of-mind returns where the exclusion is legally permitted:

• Products made to your specifications or personalised for you.
• Sealed products that are unsuitable for return for health or hygiene reasons after the seal has been removed.
• Underwear, lingerie or swimwear where the protective hygiene seal has been removed, damaged or altered.
• Earrings or pierced jewellery where hygienic packaging has been opened, where the relevant legal exclusion applies.
• Gift cards and other products clearly identified as non-returnable where permitted by law.

Sale and promotional products are not automatically excluded from statutory cancellation or faulty-goods rights.

Contact customer support before returning an item if you are unsure whether it is eligible.

Exchanges

Direct exchanges are not guaranteed because product availability may change quickly.

The most reliable way to obtain a different size, colour or style is normally to place a new order and return the original eligible product separately.

Contact customer support before returning the original item.

Cancelling or changing an order

Contact us as soon as possible if you wish to cancel an order or change its size, colour, quantity or delivery address.

We will try to accommodate your request before the order enters processing, but changes and cancellations cannot be guaranteed.

If an order has already been dispatched, you may need to receive it and follow the return process explained on this page.

International returns

International customers should contact us before returning any product so that the correct return destination and instructions can be provided.

Unless required otherwise by applicable law or agreed by Ravqino, international change-of-mind return postage is the customer’s responsibility.

Mark the parcel as a returned item where appropriate and complete customs documentation accurately. Ravqino is not responsible for delays caused by incorrect customs declarations.

Original import duties, local taxes and customs charges collected by government authorities or delivery carriers may not be refundable by Ravqino.

Customers outside the United Kingdom may also have mandatory rights under the laws of their country of residence. This policy does not remove those rights.