How do I place an order?
Just click on a product you like and add to cart. Then just follow the easy checkout process.
Didn’t receive order confirmation or shipping notification?
Please check your junk email before messaging us. If you still can’t find your confirmations, please feel free to email us at firstname.lastname@example.org with your order number, full name and email, so we can check our system to find it for you.
How long will it take to get my order?
All our products are handmade and made to your order, and after we craft them, we meticulously check even the smallest detail to make sure you receive a top-quality item. Production time takes 5-10 business days, in-stock items typically ship out 1-2 business days after the order is placed. These terms may vary due to COVID-19 and quarantine situation in the world.
Can I cancel my order?
A customer needs to inform us about cancellation within 24 hours after an order is made! All our products are handmade specifically for the customer’s order and we put the effort in order for a customer to receive it as soon as possible. Once we’ve started working on the item which was ordered, we won’t be able to cancel it.
Request for your order?
If you have any special requests, you can leave us a note in your cart. We will do our best to give you an amazing experience but we can’t promise to do them all. Simply leave us a message in your cart and we will be sure to see it when packing.
What Payment Methods Are Accepted?
Your payment are processed safely and securely through Shopify pay. Payment can be made by Visa, MasterCard, American Express, Zippay, Apple Pay, Afterpay and PayPal.
Information about Gift Cards?
Gift Cards are delivered by email and contain instructions to redeem them at checkout. Raglia Gift Cards have no additional processing fees.
What materials do you use in your products?
We mainly use EPSOPM leather, SWIFT leather, vegetable tanned leather and other full grain leather. EPSOPM, SWIFT are Hermes advanced leather materials. Vegetable tanned leather refers to the tannage, or method of tanning the cowhide into leather. Vegetable tanning is one of the oldest tanning methods known to man and one of the main leather production methods used in the world.
How to Clean and Maintain Your Leather Goods?
1. Do regularly clean leather with a soft cloth. 2. Do regularly air out leather. 3. Do blot away water or moisture as soon as possible. 4. Do dry wet leather naturally, away from artificial heat. 5. If the leather is damp or moldy, it can be wiped with a dry cloth dipped in water. 6. Don't immerse leather in water to clean, because water can make leather harden. 7. Leather should avoid contact with the material such as smeary, acidity and alkalinity.
To ensure that your package is properly delivered and that you receive your package within the timeframes we advertise, please make sure you enter the correct delivery address details at the time of ordering. We do not take responsibility for lost, misplaced or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.
Do You Ship Internationally?
We ship everywhere around the world and your order will be carefully packaged and delivered wherever is most convenient for you. We never write anything on the packaging that would identify the contents of the package.For Australian shipments, items are shipped in discreet plain packaging via Australia Post or Sendle which is trackable once it reaches the destination post office. For international shipments, we offer shipping by Australia Post for all orders. Other carrier options are available and we reserve the right to change carrier at any time.
RESERVED RIGHTS REGARDING SHIPPING
1. We cannot grant a refund if your item is in transit. 2. We will not be responsible for delayed or lost packages due to incorrect/incomplete address input by customers. If you have an error in your delivery address, it will cause significant delays. These orders are non-refundable. 3. Once your order has been fulfilled, it’s no longer possible to change the shipping address, please double check your address before placing your order. 4. For re-delivery of any returned orders due to incomplete, incorrect address or uncollected parcels, the customer is responsible for additional shipping charges to the corrected address. 5. We cannot be held responsible for stolen packages once they are marked as “Delivered”. We don’t offer any refunds for stolen or misplaced orders. 6. Raglia reserves the rights to amend and change their shipping policy at any time.
How much does shipping cost?
Your final shipping cost is displayed at the point of checkout. Free Australia shipping when spend over $100. Free International shipping when spend over $400. Shipping fees are non-refundable. If you refuse any shipments from Raglia.com, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. This amount will be deducted from any credit issued.
How long will it take my package to arrive?
Please check our Shipping Policy. These terms may vary due to COVID-19 and quarantine situation in the world. You'll be able to track your package by using the Shipping Confirmation email that we send as soon as your order begins its journey.
Do I have to pay duties and taxes?
Yes, the customer/recipient will be responsible for payment of any such duties and/or taxes in addition to the cost of delivery. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office or taxation authority for further information before placing your order.
What if I didn't pick up my parcel ?
- If a customer didn’t pick up a parcel in time and it was sent back to us, a customer will have to pay additionally for the second shipping, after which we will send it again. - If a customer didn’t pick up a parcel on time, it was sent back to us and a customer refuse to arrange the repeated shipping (within 2 weeks since we received it back) - the order gets annulled with no refunds.
What if I don't receive the package?
If you are experience a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim. We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used). Raglia does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered. We will work with you to find a solution if there has been a slip up somewhere. Please get in touch with us at email@example.com with your order number and we will do our best to resolve the issue with you.
What if I type in the wrong address?
If you entered the wrong address on your checkout process, please contact us as soon as possible to change your address. If your order has yet to be fulfilled, we are able be to change your address without issues, however, once fulfilled your address will be locked in with our shipping service and will be unchangeable if it is already on its way. Any address that is wrong may result in lost orders or length return to sender cycles. If you make an error in you address and we end up receiving a return to sender, we can ship it back to you provided you pay for new shipping costs.
How to meet the return requirements?
Return and refund of a product is possible if: • A customer received the wrong item by our mistake. • A customer received an item with a defect (each case is considered individually). • A customer received an item of another colour by our mistake. To be eligible for a return, your item must be unused, undamaged and in the same condition that you received it. It must also be in the original packaging. No refund will be made for products that have been opened, used or are returned damaged. All shipping costs for return are the responsibility of the customer.
How do I return an item?
Please email firstname.lastname@example.org with your order number to start the return process. A customer will have to inform us about the above-mentioned issues and provide photos as confirmation within 7 days after receiving a product. Any discrepancies or damaged items need to be reported within 48 hours of being delivered. If Raglia agree that an item is faulty/wrong, we will offer a refund of this product.
What products can't be returned?
The following items cannot be returned: • Gift cards • Discounted items (if applicable) • Lingerie and items of clothing • Some health and personal care items • Items returned to us which smell of perfume, tobacco or body odour • Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Only regular priced items may be refunded, unfortunately, sale items cannot be refunded. NOTE: If a customer ordered two or more products, we offer a refund of a faulty/wrong item ONLY.
If we suspect that the goods have been used or any of the above conditions are not met then we reserve the right to not return any goods or provide a refund where a customer has returned the item(s). Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s) and we will let you know if the return was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
How to cooperate with Raglia?
Raglia look for partners to work with and promote our brand. If you want to cooperate with Raglia, please email us at email@example.com
If there are any questions, please email firstname.lastname@example.org. Please allow 24-48 hours for a reply.