FAQ
We know you’re gonna freaking LOVE your RAVEN + ROSE purchase, but we also know that we all change our minds sometimes! If you do, Australia returns are free. Please read through the info below. If you want to get in touch directly, we are a quick email or a tweet away.
TOPICS
Shipping
There is a global flat fee of US$20 for international shipping. We use the Australia SENDLE courier delivery service. Please allow delivery within up to 2 weeks, with tracking. (RAVEN + ROSE will not refund import taxes and custom duties).
Most parcels are arriving on time, but delays of up to 6 weeks may be experienced. Our operations are being affected by very high numbers of COVID-19 cases in the community.
If you require it sooner we can organise express courier at extra costs. Please contact us at orders@ravenandroselingerie.com
We totally ship GLOBALLY hotties!
We charge flat fee of US$20 regardless of how much you order (so fill that cart!)
If you want to get in contact with us personally about your order, touch base via info@ravenandroselingerie.com
RAVEN + ROSE insures each purchase during the time it is in transit until it is delivered to you, at which point responsibility for your purchased goods passes to you.
If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by RAVEN + ROSE and transfer of responsibility in the same way.
Return postage won’t be free, but it is pretty straightforward.
To return an order from outside of Australia we advise you to use a tracked service to ensure your parcel reaches us safely and be sure to include the return form with your request clearly marked.
If the item you purchased is in an unsatisfactory condition, please send it back to our distribution centre, where it will be assessed by our returns team and a postage refund will be issued where possible.
RAVEN + ROSE will not refund international duties and taxes. For more information on reclaiming international duties and taxes, please contact your local customs bureau.
Returns
When sending back any underwear make sure your items are returned new, unused (remember to wear the hygiene pads we sent you when trying on all underwear) and with all RAVEN + ROSE garment tags still attached.
Returns that do not meet our policy (also found in this FAQ) will not be accepted and will be sent back to the customer without a refund or exchange.
The first thing to do is to email us on orders@ravenandroselingerie.com and we will promptly help you.
First thing is please email returns@ravenandroselingerie.com and we will let you know how to return the items to us directly.
Please include a written note with your name, order number and request. The returns address is as follows:
RAVEN + ROSE
653 South Dowling Street
Surry Hills
NSW 2010
AUSTRALIA
Please do contact us at returns@ravenandroselingerie.com if you have any concerns or questions and we will get back to you promptly.
You can return your order within 14 days for a full refund or within 28 days for a Gift Card. If payment is made with a Gift Card and Credit Card, we’ll refund your Gift Card first.
You can exchange any item within 28 days for a different colour or size of the same style. Items received outside of our 28 day return period will be returned to you.
All return costs are the responsibility of the customer.
During our sale clearance, products in the sale cannot be returned or exchanged.
Your refund will be credited to the original payment method or as store credit to your RAVEN + ROSE account.
If it was an international order, then customs duties and sales taxes are non-refundable through RAVEN + ROSE. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
Please note that international refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
Australia returns using SENDLE Couriers may take up to 7 working days to be delivered to our office.
Once your return has been received please allow 2 working days for it to be processed, and then up to 5 days for funds to be reflected in your account where applicable (but most likely much sooner).
We will keep you updated along the way, but if at anytime you have concerns please contact us on returns@ravenandroselingerie.com and we will reply promptly.
Gift Cards
You can buy a RAVEN + ROSE gift card in your local currency. Simply fill out the form on the pop-out:
- Indicate the amount you would like to give
- Add the recipient’s name and email address, your name and a personal message (optional)
- The gift card will be emailed to the recipient and a delivery receipt will be emailed to you
For further assistance please email info@ravenandroselingerie.com
- A virtual gift card will be emailed to the recipient
- A delivery notification will be emailed to you for your reference
- The virtual gift card will arrive as soon as we have processed your order and taken payment
You can redeem on the payment page when making your purchase. Your gift card amount will then be automatically deducted as payment on your next order.
Please note:
- If your gift card exceeds the total order amount, the remaining balance will automatically be credited to your RAVEN + ROSE account.
- If your order exceeds the value of the gift card, and you have existing store credit on your account, this will automatically be redeemed to cover the remaining balance.
- All remaining balances exceeding the value of your gift card or store credit must be paid by credit or debit card.
- You can check your balance and full details of each credit and debit that you have made by signing in, selecting My Account and then My Gift Cards.
- Once you have added a gift card to your account, only you can spend it. The balance will then be valid for 12 months. To find out about extending gift card validation dates, please email info@ravenandroselingerie.com
Gift cards cannot be returned or exchanged for a card refund.
All returned items that were paid for with a gift card will be refunded as a store credit to your RAVEN + ROSE account for you to use against a future purchase.
If you return an item paid by both gift card and credit card, you will be refunded on your credit card up to the amount of your initial card payment and the remaining amount will be refunded as store credit.
For more information, please see our Terms and Conditions below.
Terms & Condition
Welcome to Raven and Rose Limited
These terms and conditions outline the rules and regulations for the use of Raven and Rose Limited’s Website.
Raven And Rose Limited is located at:
653 South Dowling Street
Surry Hills
NSW 2010
AUSTRALIA
By accessing this website we assume you accept these terms and conditions in full. Do not continue to use Raven and Rose Limited’s website if you do not accept all of the terms and conditions stated on this page.
The following terminology applies to these Terms and Conditions, Privacy Statement and Disclaimer Notice and any or all Agreements: “Client”, “You” and “Your” refers to you, the person accessing this website and accepting the Company’s terms and conditions. “The Company”, “Ourselves”, “We”, “Our” and “Us”, refers to our Company. “Party”, “Parties”, or “Us”, refers to both the Client and ourselves, or either the Client or ourselves. All terms refer to the offer, acceptance and consideration of payment necessary to undertake the process of our assistance to the Client in the most appropriate manner, whether by formal meetings of a fixed duration, or any other means, for the express purpose of meeting the Client’s needs in respect of provision of the Company’s stated services/products, in accordance with and subject to, prevailing law of Hong Kong. Any use of the above terminology or other words in the singular, plural, capitalisation and/or he/she or they, are taken as interchangeable and therefore as referring to same.
- The following organizations may link to our Web site without prior written approval:
- Government agencies;
- Search engines;
- News organizations;
- Online directory distributors when they list us in the directory may link to our Web site in the same manner as they hyperlink to the Web sites of other listed businesses; and
- Systemwide Accredited Businesses except soliciting non-profit organizations, charity shopping malls, and charity fundraising groups which may not hyperlink to our Web site.
These organizations may link to our home page, to publications or to other Web site information so long as the link: (a) is not in any way misleading; (b) does not falsely imply sponsorship, endorsement or approval of the linking party and its products or services; and (c) fits within the context of the linking party’s site.
- We may consider and approve in our sole discretion other link requests from the following types of organizations:
- commonly-known consumer and/or business information sources such as Chambers of Commerce, American Automobile Association, AARP and Consumers Union;
- dot.com community sites;
- associations or other groups representing charities, including charity giving sites,
- online directory distributors;
- internet portals;
- accounting, law and consulting firms whose primary clients are businesses; and
- educational institutions and trade associations.
We will approve link requests from these organizations if we determine that: (a) the link would not reflect unfavorably on us or our accredited businesses (for example, trade associations or other organizations representing inherently suspect types of business, such as work-at-home opportunities, shall not be allowed to link); (b)the organization does not have an unsatisfactory record with us; (c) the benefit to us from the visibility associated with the hyperlink outweighs the absence of Raven and Rose Limited; and (d) where the link is in the context of general resource information or is otherwise consistent with editorial content in a newsletter or similar product furthering the mission of the organization.
These organizations may link to our home page, to publications or to other Web site information so long as the link: (a) is not in any way misleading; (b) does not falsely imply sponsorship, endorsement or approval of the linking party and it products or services; and (c) fits within the context of the linking party’s site.
If you are among the organizations listed in paragraph 2 above and are interested in linking to our website, you must notify us by sending an e-mail to contact@ravenandroselingerie.com. Please include your name, your organization name, contact information (such as a phone number and/or e-mail address) as well as the URL of your site, a list of any URLs from which you intend to link to our Web site, and a list of the URL(s) on our site to which you would like to link. Allow 2-3 weeks for a response.
Approved organizations may hyperlink to our Web site as follows:
- By use of our corporate name; or
- By use of the uniform resource locator (Web address) being linked to; or
- By use of any other description of our Web site or material being linked to that makes sense within the context and format of content on the linking party’s site.
No use of Raven and Rose Limited’s logo or other artwork will be allowed for linking if there is absent a trademark license agreement.
Without prior approval and express written permission, you may not create frames around our Web pages or use other techniques that alter in any way the visual presentation or appearance of our Web site.
We shall have no responsibility or liability for any content appearing on your Web site. You agree to indemnify and defend us against all claims arising out of or based upon your Website. No link(s) may appear on any page on your Web site or within any context containing content or materials that may be interpreted as libelous, obscene or criminal, or which infringes, otherwise violates, or advocates the infringement or other violation of, any third party rights.
We reserve the right at any time and in its sole discretion to request that you remove all links or any particular link to our Web site. You agree to immediately remove all links to our Web site upon such request. We also reserve the right to amend these terms and conditions and its linking policy at any time. By continuing to link to our Web site, you agree to be bound to and abide by these linking terms and conditions.
If you find any link on our Web site or any linked web site objectionable for any reason, you may contact us about this. We will consider requests to remove links but will have no obligation to do so or to respond directly to you.
Whilst we endeavour to ensure that the information on this website is correct, we do not warrant its completeness or accuracy; nor do we commit to ensuring that the website remains available or that the material on the website is kept up to date.
Unless otherwise stated, Raven and Rose Limited and/or it’s licensors own the intellectual property rights for all material on Raven and Rose Limited All intellectual property rights are reserved. You may view and/or print pages from https://ravenandroselingerie.com for your own personal use subject to restrictions set in these terms and conditions.
You must not:
- Republish material from https://ravenandroselingerie.com
- Sell, rent or sub-license material from https://ravenandroselingerie.com
- Reproduce, duplicate or copy material from https://ravenandroselingerie.com
- Redistribute content from Raven and Rose Limited (unless content is specifically made for redistribution).
To the maximum extent permitted by applicable law, we exclude all representations, warranties and conditions relating to our website and the use of this website (including, without limitation, any warranties implied by law in respect of satisfactory quality, fitness for purpose and/or the use of reasonable care and skill). Nothing in this disclaimer will:
- limit or exclude our or your liability for death or personal injury resulting from negligence;
- limit or exclude our or your liability for fraud or fraudulent misrepresentation;
- limit any of our or your liabilities in any way that is not permitted under applicable law; or
- exclude any of our or your liabilities that may not be excluded under applicable law.
The limitations and exclusions of liability set out in this Section and elsewhere in this disclaimer: (a) are subject to the preceding paragraph; and (b) govern all liabilities arising under the disclaimer or in relation to the subject matter of this disclaimer, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty.
To the extent that the website and the information and services on the website are provided free of charge, we will not be liable for any loss or damage of any nature.
Privacy Policy
This Privacy Policy governs the manner in which Raven and Rose Limited collects, uses, maintains and discloses information collected from users (each, a “User”) of the ravenandroselingerie.com website (“Site”). This privacy policy applies to the Site and all products and services offered by Raven and Rose Limited.
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.
We do not store any of your billing information, as PayPal our payment provider does that for you. PayPal is the faster, safer way to make an online purchase. If you do not have an account with Paypal already: the set up is easy. Enter your name, address and billing information on the Paypal site and it will securely store it for you. Best part you’ll never have to enter all that information again! Next time you want to buy online just enter your email address and password and the purchase can be made in less than one minute. It’s that simple.
Feeling lazy? Don’t feel like setting up a PayPal account? That’s OK, because you can also do the guest checkout option. Paypal will always give you two options when you are checking out to: log in and to proceed as guest.
Have more questions about PayPal? Drop us a line at info@ravenandroselingerie.com
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the siteplace an order and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number,
Users may, however, visit our Site anonymously.
We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.
Raven and Rose Limited collects and uses Users personal information for the following purposes:
To improve customer service
Your information helps us to more effectively respond to your customer service requests and support needs.
To personalize user experience
We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
To improve our Site
We continually strive to improve our website offerings based on the information and feedback we receive from you.
To process transactions
We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
To administer a content, promotion, survey or other Site feature
To send Users information they agreed to receive about topics we think will be of interest to them.
To send periodic emails
The email address Users provide for order processing, will only be used to send them information and updates pertaining to their order. It may also be used to respond to their inquiries, and/or other requests or questions. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or User may contact us via our Site.
Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly. By using our website you consent to the use of cookies in accordance with our privacy policy.
Most of the modern day interactive web sites use cookies to enable us to retrieve user details for each visit. Cookies are used in some areas of our site to enable the functionality of this area and ease of use for those people visiting. Some of our affiliate / advertising partners may also use cookies.
We and our third party partners may use other, similar technologies from time to time, like pixels (or “clear gifs”) and other tracking technologies. These are tiny graphics files that contain a unique identifier that enable us to recognize when someone has opened an e-mail that we have sent them.
This allows us, for example, to monitor the traffic patterns of users from one page within our Websites to another, to deliver or communicate with cookies, to understand whether you have come to our Websites from an online advertisement displayed on a third-party website, to improve site performance, and to measure the success of marketing campaigns.
While you may not have the ability to specifically reject or disable these tracking technologies, in many instances, these technologies are reliant on cookies to function properly; accordingly, in those instances, declining cookies will impair functioning of these technologies.
We have engaged one or more third party service providers to track and analyse both individualized usage and volume statistical information from interactions with our Websites. We also partner with one or more third parties (such as advertisers and ad networks) to manage and serve advertising on other sites.
Our third party service providers may also use cookies or web beacons to collect information about your visits to our Websites and/or other sites to measure and track the effectiveness of advertisements and our online marketing activities (for example, by collecting data on how many times you click on one of our ads). The information collected by these third parties does not include personal information that enables you to be specifically identified (e.g. by reference to your name or email address).
We collect non-personal information through our Internet log files, which record data such as browser types, domain names, and other anonymous statistical data involving the use of the our websites. This information may be used to analyze trends, to administer and monitor the use of the Services, and to gather general demographic information. We may link this information to personal information for these and other purposes such as personalizing your experience with us.
We may update this Cookie Policy from time to time in order to reflect, for example, changes to the cookies we use or for other operational, legal or regulatory reasons. Please therefore re-visit this Cookie Policy regularly to stay informed about our use of cookies and related technologies.
If you have any questions about our use of cookies or other technologies, please email us at info@ravenandroselingerie.com
We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.
We are fully committed to protecting your privacy and take great care to safeguard all the information in our possession. RAVEN + ROSE never shares/rents/sells client information (including email addresses) to anyone outside the company.
We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.
Raven and Rose Limited has the discretion to update this privacy policy at any time. We have last revised it as of 24 May 2018.
We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.
By using this Site, you signify your acceptance of this policy and terms of service. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.
If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:
Raven and Rose Limited
ravenandroselingerie.com
Lower Ground Floor
170 Windsor Street, Paddington
2021 NSW
Sydney, AUSTRALIA
contact@ravenandroselingerie.com
