IT'S MORE THAN HAIR, IT'S A LIFESTYLE
Common Queries
You Asked, We Answered
Looking for more info about one of our products, services, or a pending order? Check out our list of frequently asked questions below for some quick answers. If you can’t find the answer, get in touch.
How can I track my order?
Once your order is shipped, you will receive a tracking number by email where you can track your package. All orders will be sent tracked and will need a signature upon receipt.
Why has my order been cancelled?
There are a few reasons as to why your order has been cancelled such as the following:
- Billing and shipping addresses are not the same
- The product you ordered is currently out of stock
- For pre-orders, you did not reach the minimum order quantity
- Fraudulent transactions
We ask that you refrain from any fraudulent transactions as the card will be immediately refunded and the product will not be shipped.
What are the payment options?
We accept Credit Cards, Debit Cards, Paypal, Klarna and Apple Pay.
Please note: processing time begins when the verification, credit approvals and funds have cleared. These times depend on your bank however, in most cases this takes a couple of hours. Processing then takes up to 2 working days.
Can I change or cancel my order before it is dispatched?
Unfortunately, no. We do not accept address changes either as we begin processing your order immediately after the order has been placed. Please ensure that all the details entered are correct.
My order has arrived faulty. What do I do?
This is very uncommon as we thoroughly check all of our products before shipping and also take photos of your product and the packaging which is then saved and added to your order file. In the rare case that you experience this, please contact us immediately upon receipt of the package with a detailed explanation and clear photos of the fault and we will make it our priority to correct the issue.
Do you offer returns or exchanges?
No, We generally do not offer refunds or exchanges as all sales are final but please contact us to discuss further if necessary. The reason for this is it that is illegal as well as unhygienic to resell used hair so we can not accept hair that has been handled or worn. Returns can only be accepted if you were sent a faulty or wrong item; this must be photographed and emailed to us within 24 hours of delivery confirmation. If the return is applicable, you will be given an address to return your item to. You will also receive an email to notify you that we have received your returned item. We will also notify you via email regarding either the approval or rejection of your return. If it is approved, your refund will be processed, and credited automatically to your original method of payment, within a few business days.
Furthermore, it is your responsibility as the customer to ensure your order is correct before confirming. If you’d like more support before ordering please get in touch with us through our contact page or the 'Lets Chat' function and we will happily answer any questions you may have.
My package is lost or stolen. What do I do?
If your package is lost or stolen, or has been marked as delivered but you have not received it please reach out to us to let us know and we will try our best to locate your parcel. Our courier requests a signature upon delivery to assist with this. Please also ensure you check with neighbour's, safe places and check with household members first before contacting us. In the case the parcel has been lost or stolen, you will need to cooperate with us and be patient as a police report will be filed as well as a report with the courier. However please note: we are not liable for any loss, damage, theft or delay during transit or upon delivery.
What are your delivery options?
Express Shipping: aims to deliver your order the following day before 1pm. Processing can take up to 2 working days.
We also accept pre-order's however, please allow up to 10-14 working days for processing as our products are made to order and require customization.
International Shipping:
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Within Europe: 5-7 working days
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Worldwide: 7-14 working days
Please note: if your basket contains both in stock and pre-order items, all items will be shipped aligned with the pre-order delivery date.
There is a minimum order quantity for pre-order items which consists of 3 pieces (pieces can include bundles and/or lace systems)
What are the terms and conditions for gift cards?
- Gift cards can only be used to purchase products from Raw Collective UK.
- Gift cards are non-refundable and cannot be exchanged for cash.
- Gift cards are valid until the expiration date which is 60 months after purchase or until the balance is zero.
- Lost or stolen gift cards cannot be replaced or refunded.
- Raw Collective UK reserves the right to cancel or void gift cards if there is evidence of fraud, illegal activity, or violation of the terms and conditions.
- Gift cards may not be used to purchase other gift cards.
- Raw Collective UK is not responsible for any unauthorised use of gift cards.
- Gift cards are not reloadable.
- The balance on a gift card cannot be transferred to another card or account.
- In the case of a refund, the amount will only be credited back to the gift card.
- Raw Collective UK reserve the right to change the terms and conditions of the gift card at any time without notice.
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