All claims for incorrectly printed / damaged / defective items must be submitted within 4 weeks after the product has been received. For packages that are lost during transport, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims that are considered an error on our part are covered for our account.
If you or your customers notice a problem with the products or anything else with the order, you can submit a problem report:
The return address is set by default to RAW&SILK’s logistics depot. When we receive a returned shipment, you receive an automated e-mail notification. If the logistics depot of RAW&SILK is not used as the return address, you would be liable for all returned shipments that you receive.
Reasons for returns
Wrong address – If you or your end customer have provided an address that is considered insufficient by the courier service, the shipment will be returned to our location. You are liable for the shipping costs if we have confirmed an updated address to you.
Unclaimed – Shipments that are not claimed are returned to our factory and you are liable for the costs of returning to yourself or your end customer.
Returns – We always advise you to contact us first before you return products. We do not refund orders for incorrectly ordered items or wrong size. Exchange for a different size for your own costs.
Notification for EU consumers: In accordance with Article 16 (c) of Directive 2011/83 / EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal can not be granted for the supply of goods manufactured according to the specifications of the consumer or clearly personalized, therefore RAW& SILK reserves the right to refuse returns at its discretion.
Read our frequently asked questions for more information about returns.