Returns and Refunds

RETURNS AND REFUNDS

We want you to love every piece you order from Ralavexiom. If something isn't right, we've made returning it as simple as possible.

YOUR RIGHT TO CANCEL

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for any reason within 14 days of the day you receive your items. If your order arrives in more than one parcel, the 14 days start from the day you receive the last item.

Once you have told us you want to cancel, you have a further 14 days to send the items back to us.

BEFORE YOU SEND SOMETHING BACK

Finding the right size
Each product page has a size guide. If you're unsure which size to choose, send us a message at info@ralavexiom.com before ordering and we'll be happy to help.

Trying your items on
Please try items on carefully, just as you would in a shop, and keep all labels and tags attached until you are sure you want to keep them.

Keeping the packaging
Hold on to the original packaging until you've decided to keep your order. It makes returning items much easier.

CONDITION OF RETURNED ITEMS

Returned items should be unworn, unwashed and in their original condition with all labels and tags attached. If an item is returned handled more than necessary to check it, or shows signs of wear, washing or damage, we may reduce your refund to reflect the loss in value.

ITEMS WE CANNOT ACCEPT

For hygiene reasons, underwear and socks cannot be returned if they have been removed from their sealed packaging, unless they are faulty. Items made or personalised to your own specification are also excluded from the right to cancel.

HOW TO RETURN AN ITEM

1. Email us at info@ralavexiom.com with your order number and the items you would like to return.
2. We'll reply with the return address and instructions for sending your parcel.
3. Pack your items securely and include your order number or delivery note inside the parcel.
4. Send your parcel back to us. We recommend using a tracked service and keeping your proof of postage until your refund has been processed.

Each order needs to be returned separately.

RETURN POSTAGE

Unless your item is faulty, damaged or we sent you the wrong item, the cost of returning it is your responsibility.

PROCESSING YOUR RETURN

Returns are usually checked within 3 to 6 business days of reaching us. If a return needs a closer inspection, for example a reported fault, this can take up to 10 business days. We'll email you once your return has been checked.

REFUNDS

Once your return is approved, we will refund you within 14 days of receiving the items back, or within 14 days of you providing proof that you have sent them, whichever is earlier.

Your refund will include the price of the items and the cost of standard delivery. If you chose Insured Express Delivery, we will refund the cost of standard delivery, which is free, so the £2.95 express charge is not refunded unless the item was faulty or incorrect.

Refunds are made to your original payment method. Depending on your bank or card provider, it can take a few extra days for the money to show in your account. If you haven't received your refund after this time, please get in touch at info@ralavexiom.com.

STORE CREDIT

If you prefer, we can issue store credit instead of a refund. Just let us know when you request your return.

EXCHANGES

Need a different size or colour? Email us at info@ralavexiom.com with your order number and the item you'd like instead. As long as the new item is in stock, we'll arrange the exchange for you.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your item arrives faulty, damaged or isn't what you ordered, please contact us at info@ralavexiom.com as soon as possible with your order number, a short description of the problem and a photo. We'll cover the cost of returning it and offer you a replacement, repair or full refund.

Under the Consumer Rights Act 2015, you have 30 days from delivery to reject a faulty item and get a full refund. After that, you still have rights to a repair, replacement or refund depending on the circumstances. These rights are not affected by this policy.

QUESTIONS

If you have any questions about returns, refunds or exchanges, we're here to help.

ESSNTLSLDN LTD, trading as Ralavexiom
7C Hurstbourne Road
London
SE23 2AA
United Kingdom

Email: info@ralavexiom.com
Phone: +447999074893