Return and Refund Policy
RETURNS POLICY
At Raphella, every piece is designed to feel special and made to be loved.
If your order is not quite right, we are happy to offer a store credit or exchange within 14 days of delivery, provided your item meets our return requirements.
We do not offer refunds unless an item is deemed faulty upon delivery.
Refunds will only be issued where required under Australian Consumer Law, including where an item is confirmed to be faulty, damaged or incorrectly supplied.
This policy applies to all orders placed with Raphella and does not limit any rights you may have under Australian Consumer Law.
RETURN ELIGIBILITY
To be eligible for a store credit or exchange, your item must be returned in its original condition.
Items must be:
- Unworn
- Unused
- Unwashed
- Returned with all original tags attached
- Returned in original packaging where possible
- Free from makeup, fake tan, perfume, deodorant, stains, marks or signs of wear
Raphella reserves the right to refuse any return that does not meet these conditions. If your return is not approved, the item may be sent back to you.
HOW TO REQUEST A RETURN
To begin a return, please contact us at:
contact@raphella.com
Please include:
- Your full name
- Your order number
- Your order number
- The item you would like to return
- Your reason for return
- Whether you are requesting a store credit or exchange
Once your return has been approved, we will provide you with return instructions.
Return postage is the responsibility of the customer unless the item is confirmed to be faulty or incorrect.
Once your return has been received and assessed, please allow 2–5 business days for your store credit or exchange to be processed.
FINAL SALE ITEMS
Items purchased during sale periods, promotional events, or marked as final sale are not eligible for return, store credit or exchange unless the item is faulty, damaged or incorrectly supplied.
FAULTY OR INCORRECT ITEMS
If you receive an item that is faulty, damaged or incorrect, please contact us within 14 days of delivery at:
contact@raphella.com
Please include your order number and clear photos or videos of the issue so we can review it as quickly as possible.
If your item is found to have a manufacturing fault, you will not be responsible for return postage. Depending on the nature of the issue, we may offer a repair, replacement, refund, store credit or exchange in accordance with Australian Consumer Law.
Please note that damage caused by general wear, misuse, incorrect washing, or not following care instructions is not considered a manufacturing fault.
For any further questions, please contact us at contact@raphella.com