SHIPPING, EXCHANGES & RETURNS
At RAXADA, every garment is created with intention. Designed and crafted in Asturias, Spain, our pieces reflect an independent approach to fashion, where material, construction and individuality take precedence over mass production.
All garments are made to order or individually personalised. Please read these conditions carefully before placing your order, as production, delivery and return arrangements differ from those of conventional ready-to-wear retail.
01. PRODUCTION & PROCESSING
At RAXADA, most garments are produced following the placement of an order, allowing us to maintain a considered approach to production, craftsmanship and material use.
Standard production time is approximately 2 weeks for most items.
Products specifically labelled “Made to Order” on our website require a longer production period of approximately 4–5 weeks, due to their particular construction, materials or production requirements.
The applicable production timeframe is indicated in the relevant product description. Customers are encouraged to review this information carefully before placing an order.
Production time is separate from shipping time. All timeframes are estimates unless a specific date has been expressly confirmed in writing.
We make every reasonable effort to meet the applicable production and dispatch estimates. If a delay affects an applicable shipping commitment, we will provide the required notice and any cancellation or refund options required by the law governing the purchase.
For time-sensitive orders, please contact us before purchasing. Delivery by a particular date is not guaranteed unless expressly agreed in writing.
02. SHIPPING & DELIVERY
Available shipping methods, prices and estimated delivery times are presented at checkout or communicated before the order is completed.
Orders are dispatched using the selected shipping service. Tracking information will be provided where available.
Delivery estimates may be affected by customs inspections, carrier operations, weather, public holidays and other disruptions. Such circumstances may affect the expected arrival date, but do not automatically remove any legal obligations applicable to RAXADA.
Customers are responsible for providing accurate delivery details and should review their order confirmation carefully.
Carrier delays, lost parcels and delivery errors
Once an order has been handed to the carrier, the physical transportation of the parcel is performed by an independent service provider. RAXADA does not control the carrier's routes, operational decisions, handling procedures or delivery schedules and cannot guarantee that every delivery will proceed without incident.
Carrier-related incidents may include delays, tracking errors, unsuccessful delivery attempts, damage in transit, misdelivery or loss of a parcel.
If any such incident occurs, please contact raxadaproject@gmail.com with your order number, tracking information and a description of the issue.
RAXADA will review the available information and, where appropriate, liaise with the carrier and pursue the relevant investigation or claim.
The fact that a carrier is responsible for physically transporting a parcel does not, by itself, determine RAXADA's legal responsibility towards the customer. Responsibility for non-delivery, loss, damage or delay will be assessed in accordance with the applicable law and the circumstances of the order.
Nothing in these conditions makes RAXADA responsible for the independent acts or omissions of a carrier beyond the responsibility imposed by applicable law. Equally, nothing in these conditions excludes or limits liability, remedies or consumer rights that cannot legally be excluded or limited.
Where a customer independently appoints a carrier that was not offered by RAXADA, responsibility for transport risk may be allocated differently where the applicable law permits.
Incorrect addresses and unsuccessful delivery
Customers must ensure that the delivery address and contact information supplied at checkout are complete and accurate.
If an address needs to be corrected after dispatch, please contact us promptly. Any amendment will depend on whether the carrier can accommodate the request.
Where a delivery fails because of incorrect information supplied by the customer, refusal of delivery or circumstances attributable to the recipient, we will review the available redelivery, return or reshipment options.
Any additional costs will be assessed on the basis of the actual circumstances, the carrier's terms and the applicable law. No charge or deduction will be imposed where prohibited by law.
03. INTERNATIONAL ORDERS & CUSTOMS
RAXADA ships to selected destinations, including the United Kingdom, the United States and countries within and outside the European Union.
International orders may be subject to import duties, customs charges, import VAT or other taxes imposed by the destination country.
Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping fee. The party responsible for payment will depend on the shipping arrangement, the terms communicated at checkout and the applicable law.
Customers should familiarise themselves with the relevant import requirements before ordering.
Customs inspections and clearance procedures may extend delivery times. RAXADA cannot control decisions made by customs authorities, although we will provide reasonable assistance with available shipment information.
If a customer refuses a parcel because of customs charges or import requirements, any resulting costs and any entitlement to a refund will be assessed in accordance with the circumstances and applicable law. No refund will be denied where a refund is legally required.
04. EXCHANGES & SIZE ADJUSTMENTS
We encourage customers to review the product description and size guide carefully before purchasing. If you are uncertain about sizing, please contact us before placing your order.
Because RAXADA garments are made to order or individually personalised, an exchange or size adjustment may require additional production work. Not every garment can be altered or exchanged without affecting its construction, materials or intended design.
Where technically and commercially feasible, RAXADA may offer an exchange or size adjustment as a discretionary service.
Requests should be submitted within 7 calendar days of delivery to raxadaproject@gmail.com, quoting the order number and explaining the requested change.
No item should be returned before written instructions have been provided.
Unless otherwise agreed, garments submitted for a voluntary exchange must be unworn, unwashed and in their original condition, with original tags and hygiene seals intact where applicable.
For voluntary exchanges requested because of personal preference or sizing, the customer may be responsible for return shipping and reshipping costs, where legally permitted and communicated before the exchange is arranged.
Exchanges are subject to feasibility and availability and cannot be guaranteed. This policy does not restrict statutory cancellation rights, remedies for faulty or non-conforming goods, or any other mandatory rights applicable to the order.
05. RETURNS, CANCELLATIONS & REFUNDS
Our voluntary returns policy
RAXADA does not offer voluntary returns or refunds for change of mind, personal preference or sizing where the applicable law permits such a policy.
As our garments are made to order or individually personalised, certain items may qualify for an exemption from statutory cancellation rights. However, eligibility depends on the specific nature of the product and the law governing the transaction.
A garment is not automatically exempt from cancellation rights simply because it is produced after an order is placed.
Where a garment is made according to the customer's individual specifications or is clearly personalised, an applicable statutory exception may apply. Where no valid exception applies, the customer's statutory rights remain unaffected.
United Kingdom
For eligible UK consumer transactions, statutory cancellation rights apply unless a relevant legal exception is available. Certain goods made to the consumer's specifications or clearly personalised may be exempt from the right to cancel.
The status of each product will be determined by its actual characteristics and the applicable legal requirements, not solely by its made-to-order status.
European Union
For eligible EU consumer transactions, statutory withdrawal rights and applicable exceptions will be respected. Any exemption for personalised or individually specified goods will be applied only where the legal requirements are satisfied.
United States and other international destinations
The availability of cancellation, return and refund rights depends on the applicable federal, state, national or local law and the circumstances of the transaction.
RAXADA's voluntary no-returns policy applies only to the extent legally permitted. It does not exclude any mandatory refund, cancellation or other consumer protection requirements.
How to request a cancellation or return
All requests should be sent to raxadaproject@gmail.com with the order number and relevant details.
Please do not send an item back without receiving the applicable return instructions.
Where a cancellation, return or refund is legally required, RAXADA will provide the applicable process and remedy in accordance with the governing law. Where no statutory right or voluntary return option applies, a return or refund for change of mind will not be offered.
06. FAULTY, DAMAGED OR NON-CONFORMING GARMENTS
Every RAXADA garment is prepared with care and attention to construction and finish.
If an item arrives damaged, has a manufacturing defect or does not conform to its description or agreed specifications, please contact raxadaproject@gmail.com as soon as reasonably possible.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the garment and, where relevant, its packaging.
We may request further information reasonably necessary to assess the issue and determine the appropriate course of action.
Each report will be assessed individually. Where a defect, damage or lack of conformity gives rise to a remedy under applicable law, RAXADA will provide the remedy required in the circumstances. Depending on the applicable rules, this may include repair, replacement, a price reduction, cancellation or refund.
We encourage customers to report visible shipping damage promptly so that relevant evidence can be preserved and the carrier notified where appropriate.
Any request to report an issue within a particular timeframe is intended to facilitate investigation and does not shorten statutory periods, remove mandatory remedies or waive rights that cannot legally be waived.
Normal wear and tear, accidental damage, misuse, unauthorised alterations or failure to follow care instructions may fall outside the scope of a remedy where permitted by law.
07. RETURN SHIPPING & PARCELS SENT BACK TO RAXADA
Customers must contact RAXADA before sending a garment back so that the correct procedure and destination can be confirmed.
For customer-arranged returns, we recommend using a tracked shipping service and retaining proof of postage until the parcel reaches its destination.
Responsibility for a return shipment depends on the reason for the return, the party arranging the transport, the shipping terms and the applicable law.
RAXADA cannot directly control an independent carrier selected by a customer and cannot guarantee the safe arrival of a parcel sent without an agreed return procedure. Where a return is lost or delayed, we will review the available documentation and circumstances.
This provision does not exclude any responsibility or remedy imposed by applicable law. Where RAXADA is required to arrange or cover return shipping, we will provide the relevant instructions.
08. CRAFTSMANSHIP, MATERIALS & PRODUCT VARIATIONS
RAXADA garments are individually produced, and subtle variations in texture, finish or appearance may arise from the materials and the making process.
Such variations are not, in themselves, evidence of a defect where the garment remains consistent with its description, agreed specifications and applicable quality requirements.
Product images are provided to represent the garment as accurately as reasonably possible. Differences in screens, lighting and material characteristics may affect the way colours and textures appear.
These characteristics do not exclude the customer's rights where a garment is materially different from its description or fails to meet applicable legal requirements.
Customers should follow the care instructions supplied with their garment to help preserve its quality and longevity.
09. CONTACT
For questions regarding production, shipping, exchanges, cancellations or product concerns, please contact:
RAXADA
Email: raxadaproject@gmail.com
Handcrafted in Asturias, Spain.
Storytelling garments.