Returns and Exchanges
This Return and Exchanges Policy governs the manner in which Damask Raven handles returns and exchanges for orders received via the https://www.damask-raven.com website (“Site”). This Returns AND Exchanges policy applies to the Site and all products and services offered by Damask Raven on this site.
Return Policy, and our 100% Satisfaction Guarantee
You may return your order (whole or in part) to us for any reason whatsoever within 30 days of receipt for a refund, store credit or exchange* - whichever you prefer. If we sent you an incorrect, incomplete** or damaged order then we will replace the product or process your return at absolutely no charge to you. Incomplete/damaged orders must be reported to us at firstname.lastname@example.org within 7 days of receipt.
*Orders to customers with a delivery address in the United States or APO/FPO/DPO addresses only. International orders are handled as returns and issued your preference of refund or store credit.
**Partial orders are available on request when part of your order is back ordered and will not be counted as an incomplete order.
All items MUST be in their original condition for you to receive a refund/credit/exchange. Fabric must appear undamaged and unstained. All returns must be shipped in plastic or otherwise protected against potential water damage from inclement weather.
Follow the return instructions below to complete your return.
Defective Products/Incorrect Order
If you receive a defective product or if we made a mistake with your order, then please accept our apologies and our promise that we'll fix the problem immediately. Just contact us via the email@example.com within 30 days of receipt of your order and we will process your return/exchange free of shipping charges. If you have any questions, then please contact us at firstname.lastname@example.org
We try our best to prevent damage to all packages during transit by packing each order carefully. From time to time, though, damage will occur despite our precautions.
If you receive an item that has been damaged in shipping, please contact email@example.com within 7 days of receipt, if applicable we will send a replacement product to you, and initiate a USPS claim for the item on your behalf. We will need photos of the damaged packing materials and items before we can process the exchange, refund or credit.
Also, please hold on to the original packaging and packing material because USPS, in most cases, will need to inspect the items. If you are a domestic USA customer then we will send you a USPS return shipping label to send the damaged product back to us. If you are an international customer then you will need to pay for the return of the damaged package to us; however we will refund your shipping costs on receipt.
If you have not received your order even after the tracking shows it was delivered, please contact us within 7 days to start a USPS tracer.
Incorrectly Packaged Returns and Damaged Returns
All packages should be returned in the original shipping box (if serviceable), alternative shipping box, or padded shipping bag. If the products are damaged as the result of poor packing then we may either refuse the return, or refund the product as a remnant for ½ the cost of what you paid for the product (if we are able to resell the return as a remnant). If a product is damaged to the extent that we cannot resell it in good faith then we will refuse the return and ship the product back to you.
We will only accept unused products in original condition for return or exchange. The only instance in which we waive this policy is when a product has a manufacturing defect or is damaged during shipment. We cannot accept returns when any products have clearly been used. In these instances we will either return the products to you using our lowest cost mail service, or, at our discretion we may retain the products while charging a 50% restocking fee.
Undeliverable, Refused, Unclaimed or Returned Shipments
Packages will be returned back to us by the carrier if they cannot be delivered due to incomplete/incorrect addresses, are not picked up from a your local mail facility, non-payment of local taxes or customs fees, or if the recipient refuses delivery. All packages returned to us for the above reasons can take 6 weeks or more to be processed from the time of refusal (due to transit times). We do not refund any shipping costs we incur as a result of an undeliverable or refused shipment (including C.O.D.) costs for receiving a returned package.
We may also charge you a 15% restocking fee at our discretion for most returned shipments. If a shipment is returned to us as refused or unclaimed, we charge a 30% restocking fee and any return shipping (including C.O.D.) costs that are charged to us by USPS.
International Returns and Exchanges
Due to the high cost of international shipping we are not able to provide free exchanges to international customers. We will happily refund your product costs back to your card (or PayPal account), or issue a store credit to your account.
If you prefer the store credit then this can be used to place a replacement order. If you leave a comment notifying us that it's a replacement order (along with the original order number) during checkout then we will mark the customs form as "Returned Goods" to notify your friendly customs official to that nature of the package to reduce the possibility of being charged additional customs fees. If you are returning a package to us then you must also mark the customs form as "Returned Goods" so that we too may avoid customs fees on receipt.
Order Changes and Cancellations
All requests to change or cancel an order should be made via email to firstname.lastname@example.org or by phone to (775) 530 8407 immediately. An order that has already received shipping confirmation or tracking information cannot usually be cancelled.
The Return Process: Step 1, Request a Return/Exchange
We ask you please follow this process (rather than just returning the products without informing us first) so that we can manage our stock levels more efficiently, serve our customers better, and most importantly for you, we can advise you on stock availability for exchanges – as sometimes we be may be able to replace a returned product with your preferred replacement even if it’s not shown as in stock on the website (i.e. if the replacement is expected back in stock from another return).
Firstly request a return/exchange from us by requesting a return by email at email@example.com.
If you have any questions then you can email us at firstname.lastname@example.org anytime, or call us on 775 530 8407 10am to 6pm PST.
We will issue you with a return/exchange confirmation.
Return Process: Step 2, Return the Product
On receipt of return confirmation you may ship your return to us.
You are responsible for all return fees and we recommend that you ship the item(s) back to us with insurance and delivery confirmation. Lost shipments are not the responsibility of Damask Raven.
Return Process: Step 3, Refunds, Credits and Exchanges
Damask Raven processes most returns within 2 business days of receiving the returned merchandise. Once your return is inspected and processed, you will receive confirmation emails for the following (as applicable); email confirmation of receipt, exchange, shipping, and/or refund/store credit.
Please note for credit/debit card payments: If we are providing a refund and initiate the credit for your return, the actual date that the refund is posted to your account is determined by the company which issued the original payment. Please be patient, it may take up to two billing cycles for the credit transaction to appear on your statement. For exact posting dates, please contact that company directly for further assistance.
Please note for PayPal payments: If we are providing a refund more than 60 days after the original PayPal payment was made then we cannot issue the refund via PayPal's normal refund process, but rather we must send the refund to you as a PayPal payment (which may result in PayPal fees being deducted from your PayPal payment). Payments refunded within 60 days are not subject to these possible PayPal fees.
Unfortunately, Damask Raven cannot refund your original shipping and handling fees. In the case of exchanges to addresses in the USA we will ship the replacement item(s) to you at no cost. For international exchanges, due to the high cost of international shipping we are unable to extend this courtesy.
Please note for check payments: If you sent payment via check, then a check drawn from Damask Raven's account will be mailed to you within 3 business days of receipt and processing of your return. You will be notified by email when the check is mailed so you know to look for it in the mail.
Updated March 16, 2018