Refund policy
Return & Refund Policy
Our policy covers 14 days after delivery. If 14 days have passed since you received your item, unfortunately we cannot offer you a refund or exchange.
Return Eligibility
To be eligible for a return, your item must be:
- Unused.
- Unworn.
- In the same condition that you received it.
- Returned in its original packaging with all original tags, accessories, protective covers, seals, and inserts intact.
Items returned with signs of use, damage, alterations, missing parts, or incomplete packaging may not qualify for a refund or exchange.
Hygiene & Personal Care Products
Due to hygiene and safety reasons, wigs, hair extensions, false eyelashes, cosmetics, skincare products, earrings, and other personal-use items are only eligible for return if they are unopened, unused, unworn, and in their original condition with all protective packaging, seals, tags, hair nets (where applicable), and accessories intact.
Returns cannot be accepted if the product has been tried on, worn, opened, or shows any signs of use, except in cases where the item arrives defective, damaged, or an incorrect item was shipped.
Gift cards are also exempt from returns.
Return Request
To request a refund or exchange, please email info@ravenkrone.com indicating:
- Your order number.
- The reason for your return or exchange request.
- Photos of the item if it is damaged or defective.
Our customer support team will provide further instructions before any return is sent.
Cancellations
If you have placed an incorrect order or wish to cancel a paid order, please contact us immediately at info@ravenkrone.com.
Please note that orders can only be cancelled before they have been shipped by our supplier.
Once an order has been dispatched, it will be subject to our standard return policy.
Refunds
Once your returned item has been received and inspected, we will notify you by email that we have received your return.
We will then inform you whether your refund has been approved or rejected.
If approved, your refund will be processed automatically to your original payment method. Please allow several business days for the refund to appear, depending on your bank or payment provider.
Late or Missing Refunds
If you have not yet received your refund:
- Check your bank account again.
- Contact your credit card provider, as processing times may vary.
- Contact your bank, as refunds often require additional processing time.
If you have completed all of the above and still have not received your refund, please contact us at:
Exchanges
We only replace items if they are:
- Defective.
- Damaged during transit.
- Incorrectly shipped by us.
If you need to exchange an eligible item, please contact:
before sending the product back.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit equal to the value of your returned item once the return has been accepted.
If the item was not marked as a gift, or the purchaser had the item shipped to themselves before giving it to you, any approved refund will be issued to the original purchaser.
Return Shipping
The customer is responsible for all return shipping costs unless:
- The product is defective.
- The product arrived damaged.
- We shipped the wrong item.
Depending on your location, the delivery time for replacement items may vary.
For your protection, all returns must be sent using a trackable shipping service.
We cannot accept responsibility for lost return shipments that cannot be tracked.
Return Inspection
All returned products undergo a quality inspection upon arrival.
We reserve the right to refuse refunds or exchanges if:
- The item has been used, worn, tried on, washed, or altered.
- The item is not returned in its original condition.
- Original packaging, accessories, seals, or protective materials are missing.
- The returned item does not meet the conditions outlined in this policy.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, which usually takes a few days.
Late or missing refunds
If you still haven't received your refund, first check your bank account again. Then contact your credit card company as it may take some time before your refund is posted.
Next, contact your bank. There is often some processing time before it becomes effective.
If you have done all of this and still have not received your refund, please contact us at info@ravenkrone.com
Exchanges
We only replace items if they are originally defective or damaged. If you need to exchange it for the same item, please email us at info@ravenkrone.com
Gifts
If the item was marked as a gift when purchased and shipped directly, you will receive a gift credit for the value of your return. Upon receipt of the returned item, a gift certificate will be emailed to you.
If the item was not marked as a gift when purchased, or the donor had the order shipped to themselves to give away later, we will send the donor a refund and they will take care of your return.
Return shipping
Return shipping cost is to be paid by the customer.
Depending on where you live, the time it can take for the new product, in case of change, may vary.
You will need to use a trackable shipping method when returning your items so that we can track them. We cannot take responsibility for lost packages.