Refund policy
Exchanges & Store Credit
We offer exchanges or store credit within 14 days of delivery for unworn items in pristine, resalable condition.
All sales are final. Refunds are not available.
Eligibility Requirements
Items must be returned:
- Unworn, unwashed, and unused with all original tags attached
- In original packaging
- Free from makeup, perfume, pet odors, sweat, or any signs of wear or use
- With proof of purchase (order number and packing slip)
Items that do not meet these conditions will be refused and returned to the sender at the sender's expense.
Shipping Responsibility
The customer is responsible for all shipping costs associated with exchanges:
- Return shipping to our Hong Kong headquarters
- Outbound shipping for the replacement item
We recommend using a trackable, insured shipping method. RÁYA Atelier is not responsible for items lost or damaged in transit.
Size Exchanges
If exchanging for a different size at a different price point, the customer is responsible for paying the price difference before the exchange item ships. If the replacement item costs less, store credit will be issued for the difference.
Color & Texture Variations
Each piece is handwoven and hand-dyed by artisans. Subtle variations in color, texture, and finish are inherent to the craft and are not considered defects. These variations are hallmarks of artisanal work, not imperfections.
We cannot guarantee exact color matching between pieces. Please review product images and descriptions carefully before purchasing.
Store Credit
If your preferred item is unavailable, store credit will be issued for the full purchase amount. Store credit does not expire and may be applied to any future purchase.
How to Initiate an Exchange
Email team@rayaatelier.com with the subject line "Exchange Request." Include your order number, the item you wish to return, and your preferred replacement (including size and color).
Our team will provide return instructions and confirm availability.
Processing
Exchanges are processed within 5-10 business days of receipt at our Hong Kong headquarters. You will be notified by email once your exchange has been approved and shipped.
Sale Items
Items purchased on sale or with promotional discounts are final sale and cannot be exchanged or returned.
Defective or Incorrect Items
If you receive a defective or incorrect item due to our error, please contact us within 48 hours of delivery. We will arrange a replacement at no cost to you, including return and outbound shipping.
Contact
For questions regarding exchanges, contact team@rayaatelier.com