Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

If you are not completely satisfied with your online purchase, you can send it back to us for a refund or exchange within 30 days of purchase. To start a return or exchange, please e-mail our customer service team at [email protected]. Please allow 5-7 business days for us to process your return or exchange and send further details on how to proceed with the return or exchange. For returns and exchanges outside of the US, a restocking fee of $88 will be deducted from all refunds which covers shipping and restocking of the item. For returns and exchanges within the US, a restocking fee of $33 will be deducted from all exchanges which covers shipping of the item.

We don’t offer returns for products that you received more than 30 days (including holidays and weekends) ago. Additionally, the refund must be requested within the 30 days for the return or exchange to be valid. The package must be postmarked to be returned to us within 10 days for the return or exchange to be valid.

Custom orders, gift wrapping, and custom jewelry are final sale and cannot be returned or exchanged. All returned merchandise must be in its original condition.

Raia will send the customer a pre-paid return label to process their exchange. For International returns or exchanges, the customer is responsible for all shipping costs and must ship the return or exchange using independent shipping and must insure the item for loss, as Raia will not be responsible if the item is lost in transit during the return or exchange. For returns and exchanges outside of the US, a restocking fee of $88 will be deducted from all refunds which covers shipping and restocking of the item. For returns and exchanges inside the US, a restocking fee of $33 will be deducted from all exchanges which covers shipping of the item.

Please note, we are not responsible for lost packages and we cannot issue a refund if your package is lost or damaged. If you wish, you may choose to pay for your own return label and mail the item back to us with your own shipping service for a restocking fee of $66 (outside of the US) and of $22 (inside of the US), where you may choose to insure the package for the full amount of the merchandise you are sending back to us. We are not responsible for missing packages. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

CANCEL AN ORDER

If you need to cancel an order you must e-mail us within 1 hour of when you place your order.

Additional non-returnable items:

Gift cards
All animal (e.g. dog) accessories

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If the refund is rejected, the item will be returned to you.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged upon delivery. If you need to exchange it for the same item, send us an email at [email protected].

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Need help?

Design Guarantee Policy

Sterling silver tarnishes faster than stainless steel, but we choose to only design with the best and most pure materials, never compromising quality for profit. That’s why we offer the option to re-plate your jewelry with 18k gold once per item for up to 10 years after the purchase. We also offer free repairs on items for up to 5 years after purchase (once per item per year).

In order to request a Design Guarantee Service, email us at [email protected] with your order number, the item being serviced, and the service requested and we will reply back with a response confirming that it is covered under the policy and if it is, instructions for how to mail back your item to us. The buyer must pay for round-trip shipping for all service requests.