Frequently Asked Questions

General Inquiries & Size Guide

How to Contact in Case of Questions or Problems ?

Our customer service is available by email at info@raffa.no

We aim to answer your questions as efficiently and as quickly as possible.

How can I find the right size?

Determine your size by using our Size Guide.

Click on ‘Size Guide’ in the product page to view our conversion chart.

We provide fit information and model measurements for each product.

Our purpose for the size guide is to be very precise in order to minimize the possibility of exchange.

Payment Methods & Shipping

Which Kind of Payment Methods Do You Accept?

We accept Visa, Mastercard, American Express, and PayPal.

Is The Payment Method Secure?

We take every possible measure to ensure that the data provided to make an order is safe.

All sensitive information that you provide is transmitted via Secure Socket Layer (SSL) technology, which encrypts your information to protect the information from unauthorized use.

We work together with Stripe. As well as processing payments, Stripe handles full transaction settlements and restitution. All your data is secure with us.

To Which Countries Do You Ship?

Although Raffa is expressly dedicated to Norway, we could ship our products in Sweden and Danmark with the following distinctions:

Norway

For all orders with a shipping address located in Norway, 25% VAT is applicable and is included in the price.

The price that you see on check out is the total price that you pay for your order.

Sweden and Danmark

Any customs import, export, brokerage fees or local taxes that are obtained by a shipment outside the Norway are the sole responsibility of the customer.

Raffa have no control over these charges and they may vary depending on the country of destination.

Please note that prices shown on our website are in Norwegian Crowns (NOK).

At this time, Raffa does not ship to Countries other than those noted above.
All orders are shipped from our store, based in Napoli, Italy.

How will my order be packaged?

Your order will be carefully packaged in a protective box to ensure it arrives to you in great condition.

Additional branded items such as dust bags will be included if provided by the designer.

What are your shipping rates?

Shipping rates will be calculated automatically during checkout.

Enjoy free delivery on all online orders over NOK 990,00; in case of lower amounts we offer a flate rate shipping of NOK 120,00.


How Can I Track My Order?

You will receive a shipping confirmation via email when your order has been processed and shipped, this email will contain a consignment number which you can use to track the status of your order online.


Is My Package Insured?

We automatically insure all packages against theft and accidental damage while in transit to the receiving address.

The package is no longer insured once it has been signed for.

Do I Need To Sign For The Package?

Yes. All packages will require a signature from the recipient.

What Is Your Privacy Policy?

Your personal information is kept private at all times and at no point will we rent or sell your personal information to third parties.

To register at Raffa we will need to know your name, email address, gender and telephone number.

When processing your order online we require your billing address, shipping address and payment information. Only when it’s a necessity, may these details be shared with a credit reference agency to verify your order.

What Is Your Return Policy?

We always aim to provide you with the best possible quality and service. However, you can return your purchase within 14 days from the date of receiving the goods.

Should you wish to return an item, we kindly ask you to indicate the reason for return on the Returns Form.


Returns Procedure

  1. Download, print and complete our Returns Form.

  2. Send an email to info@raffa.no notifying us of your return including your full name and order number as it appears on your order email confirmation or delivery note.

  3. You will be contacted by mail to determine the day and time when the parcel will be withdrawn. Please note that the address from which the package is returned must be the one corresponding to the order number.

  4. Package your return securely with your returns form

  5. Send your return to the return address below:


Raffa Napoli
Returned Item

Via A. Scarlatti 103,
80127 Napoli

Italia


Please mark returned packages “Returned Items”, this should be written on the customs note and package. Raffa will incur import charges and taxes if this is not written on the package and customs form. Failure to write this and your return will take longer to process.


Returns that differ from this procedure will not be processed. In case your online order originally was shipped free of charge and/or consists of multiple items, and you wish to only return some of the items received, the initial shipping costs will not be refunded. The costs of returning an online order will be deducted from your refund.

Once the return of the merchandise and its condition have been validated, credit will be refunded to the credit card, bank account or PayPal account used to make the purchase.

Privacy Policy

What Is Your Privacy Policy?

Your personal information is kept private at all times and at no point will we rent or sell your personal information to third parties.

To register at Raffa we will need to know your name, email address, gender and telephone number.

When processing your order online we require your billing address, shipping address and payment information. Only when it’s a necessity, may these details be shared with a credit reference agency to verify your order.

Return Policy

What Is Your Return Policy?

We always aim to provide you with the best possible quality and service. However, you can return your purchase within 14 days from the date of receiving the goods.

Should you wish to return an item, we kindly ask you to indicate the reason for return on the Returns Form.


Returns Procedure

  1. Download, print and complete our Returns Form.

  2. Send an email to info@raffa.no notifying us of your return including your full name and order number as it appears on your order email confirmation or delivery note.

  3. You will be contacted by mail to determine the day and time when the parcel will be withdrawn. Please note that the address from which the package is returned must be the one corresponding to the order number.

  4. Package your return securely with your returns form

  5. Send your return to the return address below:


Lira AS
Returned Item

Via A. Scarlatti 103,
80127 Napoli

Italia


Please mark returned packages “Returned Items”, this should be written on the customs note and package. Lira AS will incur import charges and taxes if this is not written on the package and customs form. Failure to write this and your return will take longer to process.


Returns that differ from this procedure will not be processed. In case your online order originally was shipped free of charge and/or consists of multiple items, and you wish to only return some of the items received, the initial shipping costs will not be refunded. The costs of returning an online order will be deducted from your refund.

Once the return of the merchandise and its condition have been validated, credit will be refunded to the credit card, bank account or PayPal account used to make the purchase.

Refund & Exchanges

Can I Exchange An Item For Another Size?

Yes. You can exchange your ordered items for different sizes, provided that the size you wish to exchange for is in stock. At this moment in time, exchanges for another colour or another item are not possible.


Provided the size you wish to exchange to is in stock, it will be shipped to you after your exchange has been received and the condition of the items up for exchange has been validated. Delivery can take 5-8 business days. As a service, we gladly offer you complimentary shipping costs for all your exchanges.

When Will I Receive A Refund For Returned Items?

We will refund the amount of your purchase to the credit card, bank account or PayPal account used to make the purchase.

If you wish to receive a complete refund or if you want an item to be eligible for exchange, the return/exchange is to be sent back in the original packaging. The following points may lead to a reduction in or complete loss of your refund:

• Incomplete or washed products

• Products without all original garment tags attached

• Products that are not in their original condition

• Signs of wearing, signs of use

• Filth, strange odours and/or any other damage to the product


Whether or not these points are applicable to your return/exchange is to be established by one of our employees.
Once the return and its condition have been validated, credit will be refunded to the credit card, bank account or PayPal account used to make the purchase. We will refund the amount of your purchase within a maximum of two business weeks.