Shipping & returns.

NO REFUND POLICY

All payments are final

RAQS does not issue refunds. This includes requests based on change of mind, incorrect size, fit preference, fabric expectation, delivery delay or an order no longer being wanted.

If a return is approved under one of the three qualifying situations, RAQS will contact you with the available resolution. Approval does not create a cash-refund right.

REPORTING A PROBLEM

Strict conditions apply

• Report the issue within 48 hours of delivery. Late claims are not entertained.
• Send your order number, clear photographs and a continuous unboxing video where available.
• Keep the original packaging, tags and all pieces of the order.
• Do not send anything back before RAQS gives written instructions.
• RAQS may reject a claim where the evidence is incomplete or the issue was caused after delivery.

CUSTOM & MADE-TO-ORDER

Commissioned pieces are final sale

Custom, bespoke, stitched, altered and made-to-measure orders cannot be returned or exchanged for size, fit, design preference or measurement changes.

The customer is responsible for checking measurements, design selections and colour choices before confirmation.

Only a return reason listed in this policy will be reviewed.

CANCELLATIONS

Act immediately

• Cancellation or order changes may be requested within 1 hour of placing the order.
• After that window, the order may already be in fulfilment and cannot be changed or cancelled.
• Custom, stitched or made-to-order work may be non-cancellable as soon as production is confirmed.
• Refusing delivery is not a cancellation and does not create a refund right.

HOW TO START A CLAIM

Contact RAQS before sending anything

1. 01

   Message the official RAQS team within 48 hours with your order number, phone number and a short description of the missing package, damage or colour issue.

2. 02

   Attach clear photographs of the item, the packaging and the order label. Include the unboxing video if you have one.

3. 03

   Wait for written approval and instructions. The return address and next steps are shared only after the claim is reviewed.

4. 04

   Send the parcel exactly as instructed. Unauthorised parcels may be refused and do not qualify for a refund.