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, in Hong Kong returns are free. Please read through the info below. If you want to get in touch directly, we are a quick email or tweet away: returns@ravenandroselingerie.com @RavenRoseDesign
Shipping in Hong Kong free

YES indeed it is. We offer free delivery within Hong Kong. Please note that we do not provide delivery on Sundays and public holidays.

Shipping on average takes 3-6 working days.

Please let us know if you need the item the same day and we can arrange an express courier service at the shoppers expense.

 

How much is the shipping cost outside of Hong Kong?

There is a global flat fee of HK$150 for international shipping. We use the Hong Kong Speed Post delivery service. Please allow delivery within up to 2 weeks, with tracking. (RAVEN + ROSE will not refund import taxes and custom duties. If you require it sooner we can organise express courier at extra costs. Please contact us at orders@ravenandroselingerie.com

I don’t live in Hong Kong, will you ship to me?

We have just started shipping outside of Hong Kong!

Currently we ship to Australia, New Zealand, Singapore, Taiwan the UK and the US.

We really want you wearing the hotness that is RAVEN + ROSE lingerie, so if you live elsewhere then get in contact with us personally: info@ravenandroselingerie.com and we will try our hardest to organise shipping directly to you, where ever you live.

Is my order insured?

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.

I need to send back lingerie!

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.

What if I want to return my order/s and live outside Hong Kong?

Return postage won’t be free, but it is pretty straightforward.

Please log in to ‘My Account’ go to ‘Your Orders’ and select the relevant order number.

If you didn’t set up a RAVEN + ROSE account the guest log in details we emailed you when you placed your order will provide access.

Please note that the free return label attached is for our customers based in Hong Kong for the use of FedEx only.

To return an order from outside of Hong Kong 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.

How do I return my online purchase?

First thing is please email returns@ravenandroselingerie.com and we will let you know how to return the items to us directly.

Then complete the Returns Form, that was sent to you in your delivery.

If for some reason you didn’t receive a return form you can just include a written note with your name, order number and request instead.

The returns address is as follows:

RAVEN + ROSE
8/F Cheung Hing Industrial Building
12P Smithfield Road
Kennedy Town
HONG KONG

Please do contact us at returns@ravenandroselingerie.com if you have any concerns or questions and we will get back to you promptly.

What is the online return policy?

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.

Hong Kong returns are free using our DHL courier service or if you use Hong Kong post we will reimburse you the mailing costs – but make sure you have contacted us for instructions first.  International return costs are the responsibility of our customer.

During our sale clearance, products marked as final sale cannot be returned or exchanged.

How will I receive my refund?

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.

How long will it take for my return, refund or exchange to be processed?

Hong Kong returns using DHL or Hong Kong post may take up to 3 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.

How do I buy a gift card?

You can buy a RAVEN + ROSE gift card in HK Dollars (HKD). Simply choose from the following options:

PRINTED GIFT CARD

  • Select a gift card amount from the available items in the product list
  • Include the recipient’s name, address and a personal message (optional)
  • The gift will be delivered in RAVEN + ROSE signature packaging

VIRTUAL GIFT CARD

  • Choose how much you would like to give from the available items in the product list
  • Add the recipient’s name, email address 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

How do I receive my gift card?

PRINTED GIFT CARD

  • Choose whether to have the gift card delivered to the recipient or posted to your own address
  • Delivery of printed gift cards take within one to seven business days, depending on your location
  • Gift cards are sent in our signature black, luxury RAVEN + ROSE packaging
  • Normal shipping changes apply
  • Please note that if you would like to order multiple gift cards and have them delivered to different addresses, you will need to place individual orders and pay the additional shipping charge

VIRTUAL GIFT CARD

  • 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
How do I redeem a gift card?

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
How do I return a gift card or items purchased with a gift card?

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.

Disclaimer

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:

  1. limit or exclude our or your liability for death or personal injury resulting from negligence;
  2. limit or exclude our or your liability for fraud or fraudulent misrepresentation;
  3. limit any of our or your liabilities in any way that is not permitted under applicable law; or
  4. 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.

Cookies

We employ the use of cookies. By using Raven and Rose Limited‘s website you consent to the use of cookies in accordance with Raven and Rose Limited’s 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.

License

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).
Hyperlinking to our Content
  1. 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.
  1. 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.
  2. 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.

Iframes

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.

Content Liability

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.

Reservation of 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.

Removal of links from our website

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.

How we protect your information

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

Personal identification information

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.

Non-personal identification information

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.

Web browser cookies

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.

How we use collected 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.

Sharing your personal information

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.

Changes to this privacy policy

Raven and Rose Limited has the discretion to update this privacy policy at any time. When we do, revise the updated date at the bottom of this page,. 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.

Your acceptance of these terms

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.

Contact us

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,

6th Floor, Unit 1, Cheung Hing Industrial Building 12P Smithfield Road, Kennedy Town, Hong Kong

(contact@ravenandroselingerie.com)