FAQ

Order

The amount of the order will be charged to your account as soon as your order has been placed. If you wish to cancel your order, please contact us and we will issue a refund to your account.

You can pay by Visa, Bancontact, Mastercard and American Express. Visa and Mastercard are verified by a secure code. The payment is debited from your card once the order is placed.the order will then be recorded and validated upon acceptance of payment by the banking service.you can also pay via Paypal, Apple Pay (mobile) and Android Pay (mobile).this means that no banking information concerning the customer transits via the site www.raoul-e.com.Le payment is therefore secured by partners in charge of managing financial transactions.

For more details on your 14-day right of return, please see the Return Policy section of the website.

You have the right to cancel your purchase and receive a full refund provided that you notify us in writing as set out below that you are exercising this right of cancellation no later than fourteen working days (i.e. excluding weekends and public holidays) from the day after you receive your goods.


To exercise this right of cancellation: Contact us by email at hello@raoul-e.com.

Delivery

RAOUL.E offers free standard shipping on all orders in the European Union. Please note that free shipping will be applied to your order at checkout.
The prices of the Products are expressed in Euros, all taxes included but excluding customs duties.

The prices of the Products are expressed in Euros, all taxes included and excluding customs duties, for orders outside the EU at the expense of the Customer.

For orders outside the EU:
All applicable duties are the responsibility of the Customer. Unfortunately, we cannot estimate the amount of duties you will pay, but your local customs should be able to estimate the price.

RAOUL.E cannot be held responsible for any actions and/or fees and/or taxes and/or delays due to customs over which it has no control.
Delivery times are given as an indication and do not take into account possible delays caused by payment authorization and/or stock availability and/or customs delays. All orders are fully traceable via the link sent in your confirmation email.
RAOUL.E insures each purchase during transit time until it is delivered to you. All orders require a signature upon delivery, in which case responsibility for shipment is transferred to you. If you have specified a recipient other than yourself for delivery, you also agree that the signature of the third party constitutes sufficient proof of delivery and performance by RAOUL.E.
All orders are shipped with our carriers and are fully traceable on their websites. You can always contact them if you have any questions about your shipment. You can also refer to the "Orders" section of your account for general information on the status of your order.

Returns & Refunds

RAOUL.E has a 14-day return policy: you have 14 days from when your order is delivered to ship/postmark it back to our return center for a refund or exchange.
Any claim regarding the delivery of Product(s) must be submitted in 14 working days following receipt of the Product(s). They must be sent in their original condition (packaging, accessories, tag, etc.), using the documents provided in the parcel. If you need any further information, you can send an email to hello@raoul-e.com.

The Product(s) must be returned to:
RAOUL-E
Bois les Dames, 13
4841 Henri-Chapelle
Belgique

Any parcel returned after the prescribed timeframe shall be refused and returned to the sender. No parcel returned as cash on delivery shipping shall be accepted, whatever the reason. The costs and risks pertaining to the return of Product(s) are borne by the sender.

In order for the customer service to accept the return, the Product(s) must be returned in full condition in its original packing, undamaged, with its label attached, not worn, accompanied by all of its accessories, and a copy of the purchase invoice.

The Customer shall not have to justify the reasons or pay penalties, with the exception of return costs and all potential customs duties.

RAOUL.E cannot be held responsible in the event of loss, theft or damage of the parcel. Parcels for which the Customer’s identification (surname, first name, address and return code) is not possible shall be refused.

On receipt of the Product(s) returned by the Customer, the customer service shall send a confirmation of receipt of the Product by e-mail.

If the complete order is returned the refund will include standard delivery costs from RAOUL.E to you. For that purpose, Customer shall insert the delivery invoice indicating the parcel tracking number into the return parcel. RAOUL.E shall reimburse the Customer for the sums paid by the same and corresponding to the acquisition of the returned Products (therefore excluding potential customs duties), within a maximum period of 14 days by bank transfer into the account used with the credit card bearing the Customer’s name.
Please note that a deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.

If an item received is classified as faulty and was received damaged, you must contact us within 7 days of receipt.

Account

Opening an Account is easy. Simply click My Account, or when you place an order, you will be prompted to save your information with your email address and password. An account offers you a safe, easy and fast way to order. It also serves as a way to track your order status and receive emails about your order.

It’s easy to change your account information online, at any time. Simply click My account now to access your account. If you have forgotten your password, click here.
• Your email address serves as a convenient way to receive important information about your order and serves as your online account identification.

• Your account stores information such as order history and your billing and shipping address. It also offers you the ability to track your order(s). The password assures that only you have access to your account information.

Receive important information regarding your order and the capability to track your order up to the moment it arrives.

Save your information to make it easier to find and buy your favorite stuff. Enjoy hassle-free checkout.

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