We ship internationally with DHL Courier Service and with DPD Courier Service in Romania.
The local shipping is free (Romania and Republic of Moldova only). After your order has been placed, you will be contacted by our team shortly.
Please consider that it takes between 2 – 7 working days for us to create the item from the day it was ordered if it is not available in our stock, and up to 30 working days for the bridal pieces.
The shipping usually takes between 2 to 5 days for Europe, and up to 12 days for the rest of the world, depending on the country.
Please note that all shipments outside the EU may be subject to import duties and taxes, which are imposed once a shipment reaches your country. Therefore, additional charges for customs must be borne to you.
The shipping costs are calculated on checkout based on a flat rate depending on the region of the world from which the order is coming from.
All the shipments made by RAQUETTE are insured against accidental damage and theft. Upon receipt of the package by the Customer, by written agreement, confirmed by the Client's signature, the insurance ceases to exist, and the delivered product becomes Client’s property.
Returns or exchanges are accepted on items within 14 days from the date of shipment. Items returned outside this period will not be accepted.
The return shipping is at your cost. We recommend that you retain the proof of return shipping. Items must be in original condition and must not have been worn, altered or washed. All tags must remain in place.
No refund will be taken into consideration if the return instructions are not strictly respected. In case the product has any deterioration other than the manufacturing defects (if any), RAQUETTE has the exclusive and unilaterally right to decide a partial refund accordingly. In case of a valid return, your account will be credited within a couple of days from the receiving of the returned products, or we can exchange the product after your confirmation.
If your item is faulty (i.e. received damaged or manufacturing fault), we can offer alternatives such as repair or exchanges. For more information, please contact our Client Service team.
Made-to-order items (bridal), if returned will not be fully refunded: the refund will exclude the shipping back fee and a 50% charge from the total cost of the returned item.
Receiving a refund
All successfully returned items will be credited to the original payment method or, if preferred, with RAQUETTE store credit on the account used to originally purchase the items. The original shipping charges will not be refunded. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. If your refund is being issued as RAQUETTE store credit, this will show on your account as soon as your refund is processed. If you have any queries, or wish to discuss the returns procedure in further detail, please do not hesitate to contact us at firstname.lastname@example.org.
In case you have returned our items too often, we reserve the right to reimburse you with RAQUETTE store credit.
The address for international returns is: 46 Aleea Alexandru st, Bucharest, ROMANIA
Any refund for the purchases made within the #GIVEHOPE charity campaign will be issued as store credit, excluding the 10% donated amount to the COVID-19 support cause.
Please consider that due to the COVID-19 outbreak, your order may be shipped later.
If you have any questions regarding the availability of a certain product, please, contact our Client Service team at email@example.com.
For any other questions about deliveries or returns, please contact our Client Service team at firstname.lastname@example.org.