Returns, Refunds, & Exchanges
- Small batch, acrylic, and embellished items are handmade and fragile, bags can break easily if they are not handled with proper care. We are not liable for dropped bags. We are happy to fix/remake a custom bag for you and can provide you with an estimated cost. For non-custom we can either provide an exchange, depending on product availability, or store credit. Please email requests to hello@raeoflightcustom.com
- Domestic Returns: We will happily accept returns for non-customized merchandise within 14 days of the date of purchase. Items must be unused, unworn, with original tags and packaging. We charge a $20 flat rate return processing fee that includes a prepaid return shipping label and restocking fee. Your refund will be credited to your original payment method, less the flat rate return processing fee and original shipping fees, once the item is received and inspected by our team.
- International Returns: For non-custom merchandise, the buyer is responsible for all costs associated with shipping their return back to Rae of Light Custom. A $10 restocking fee will be charged on all returns. Your refund will be credited to your original payment method, less the restocking fee and original shipping fees, once the item is received and inspected by our team.
- Please email hello@raeoflightcustom.com to initiate exchange or return requests.
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Custom Orders: We are unable to accept accept returns on custom orders. If you received a bag with a mistake or typo please contact us with 48 hours of receipt of product and we will provide a solution on a case-by-case basis. Please note custom items are made overseas and from time to time there may be shipping or customs delays. We are unable to offer refunds, exchanges, or returns as these issues are out of our control.
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Preorders: Please be aware that preordered items are not eligible for returns or refunds. When you place a preorder, you are reserving the style of your choice, which makes it unavailable for other customers. As we produce each style in limited quantities and our bags sell out quickly, this preorder system ensures you can secure the bag you want. Preorder items are only eligible for exchanges or store credit. We appreciate your understanding and look forward to providing you with a seamless shopping experience.
- Due to their hygienic nature we are unable to accept returns on robes.
- Non-Returnable Items: Sale items, preorders, custom bags, brand collaborations, and robes are final sale and are not eligible for returns or exchanges. Items purchased during sample sales or items received for free or through gifting programs or any other promotional offer are considered final sale and cannot be returned, exchanged, or refunded.
- Condition of Items: All items sold during sample sales or gifted programs are sold as-is. Please review descriptions and images carefully before purchasing.
- Shipping Policy: Customers are responsible for any shipping costs associated with sample sale items.
- Customer Support: If you have questions about our sample sale or gifting program items, please contact our customer support team for assistance before making your purchase.
- Product Descriptions: We strive to provide accurate descriptions and images of all sample sale and gifted items; however, slight variations may occur due to the nature of these products.
- Price Adjustment Policy: We are happy to offer price adjustments to the original payment method on non-custom merchandise within 72 hours of the order date, applicable only to the product cost (excluding shipping, taxes, or other fees). Custom items are not eligible for price adjustments. Price adjustments are not applicable during major holiday promotional events, including but not limited to Black Friday, Cyber Monday, and other seasonal or flash sales. Please email us at hello@raeoflightcustom.com for eligible requests and our team will review and process any applicable adjustments.
- Please see our Terms of Service page for additional details.
