Exchange and Return Policy

Return and exchange policy

Return and exchange process

1. Received damaged / incorrect product

- If you receive a damaged or incorrect product, please contact our customer service via IG/WhatsApp and provide your name, order number, product name, reason for return/exchange, and a photo of the product. After confirmation by our staff, you can proceed with the return/exchange in one of the following two ways:
- Return the product via SF Express; shipping costs will be covered by RAIE COLLECTION ( cash on delivery).
*The buyer assumes all shipping risks. Please pack the mail carefully to avoid any damage to the returned or exchanged products during transit.

2. Change product size

- Customers who return or exchange products due to incorrect sizing can exchange them for a different size free of charge once. However, the exchange policy applies, and the customer must bear the round-trip shipping costs.

Once our colleague receives the product and confirms the situation, we will proceed with the return process. If the product is not currently in stock, we will resend it within 7 to 14 business days.
-If the product style is discontinued, it cannot be exchanged / refunded.

- Not applicable to free size products

3. Ordered products not received due to production stoppage.

Customers can apply for a refund directly through customer service. We will arrange for the refund to be processed via bank transfer, which usually takes 10 business days. (The refund amount is based on the actual amount paid.)
- Alternatively, you can purchase other products; if the amount differs, you will need to make up the difference.

Remarks:
We regret that we cannot process returns or exchanges under the following circumstances and for the following reasons:
-Due to personal preferences, the material differs from expectations, and other subjective reasons and justifications.
- Minor color differences may occur due to lighting , shooting equipment , screen display , or individual color perception.
Minor loose threads, shipping creases or indentations, slight wear, stains less than one centimeter in size, and other issues that do not affect wearability due to personal subjective reasons.
- Special packaging, damaged product accessories, or promotional gifts not included in the returned package.
-Refunds and exchanges are not accepted outside of Hong Kong.
- Any product that does not meet the return/exchange conditions or is returned without our consent will not be eligible for a refund or reimbursement. Products eligible for return or exchange must meet the following conditions: Returned or exchanged products must be brand new, unused or unwashed, and free of obvious stains and odors. All labels, packaging, shoe boxes, and shoe materials within the product must be intact and meet the conditions for resale, and must be returned together with the free gifts in the order. Product damage caused by improper use, improper maintenance, fabric wear and tear, or improper washing will not be accepted for return or exchange. If you wish to return the product within 7 days of receiving it (the day of receipt is counted as day 1), you must provide the purchase receipt or order number. Non-clothing items, clearance sale items, intimate apparel, and accessories are not eligible for return or exchange.

Return and exchange instructions

- For products eligible for free shipping due to website promotions or other activities, if the returned order amount does not reach the free shipping threshold, the basic shipping fee will be deducted from the refund amount.

- If the returned goods did not meet the minimum purchase amount for discounts or gifts at the time, the discounts and gifts must also be returned along with the returned goods.

- For discounted or special offer items, if the number of items in the discounted package is less than the required quantity after a return, the remaining items will revert to their original price.

- If the Korean manufacturer fails to provide the product on time or the product is discontinued, the customer can choose to exchange it for other goods of equal or higher value (the difference will need to be paid in full), or choose to receive a full refund for the product, while the other discounts on the order remain unchanged.

- Refunds are limited to the product price only and do not include the original shipping cost.
- If the returned product does not meet the return policy and conditions, we will not accept the return or exchange request and will return the product to you. The customer will need to bear the return shipping cost.


* RAIE COLLECTION reserves the right to amend the above terms and conditions without prior notice.
*In case of any dispute, RAIE COLLECTION reserves the right of final decision.