Refund policy
Returns Policy
We offer a no hassle 28 day returns policy on any unworn, full priced items with tags, tickets and original packaging still attached.
To make this quick and easy :
- Email shop@silver-raven.co.uk and we'll give you the address to return your item.
- Fill in the returns form that came with your order.
- Pack up the item (you can reuse our packaging) and send it back to us. Don’t forget to include the returns form.
- Let us do the rest.
Unfortunately we can't extend this offer to sale, reduced or otherwise discounted items — see below for how we deal with those.
Exchanges
We can exchange for a different size, a different colour or a completely different item. If the new item costs more then we will contact you with instructions explaining how to pay the difference.
We can also provide a credit note to spend on anything you like at a later date.
Refunds
We will be happy to refund any items purchased at full retail price within 28 days of delivery. We ask that the items arrive back to us in their original condition, with all tickets and tags attached.
All refunds exclude postage costs, as agreed in our terms, unless a mistake has been made by us. We can only refund to the card/payment method used for purchase. Our payment processor Worldpay will credit your money at midnight the day we process the return, but credits can take several days longer to show in your account. Please refer to your card issuer's terms and conditions for further info.
Sale and clearance items
Sale or clearance items or items bought during a promotion can be returned under the same hassle free policy as full priced items, except we ask that they are returned within 14 days of delivery.
Please Note we must be able to match all returns to the original web order number and goods must be re-saleable with all tags attached.
Returning items from outside the EU?
When returning items from outside the EU please be sure to include 'Returns Department' prominently at the top of the address and declare the goods as returns to the couriers/postal service. This will prevent your return being delayed by UK customs, allowing us to process it far more quickly
If you don't do this then the parcel will be held by UK Customs for processing. This can take up to 28 days to complete, and will lead to an invoice for VAT plus handling (roughly 20% of the returns value) which we will pass on to you and will require payment before the parcel will be released to us. This is a non-refundable charge.
Returns FAQs
How long will it take to process my return?
We receive UK and international returns daily (Monday to Friday). We aim to apply all refunds and despatch exchange items within 48 hours of the day they are received, although it can take longer during busy periods such as Christmas and sale periods.
Our payment processor will credit your money at midnight the same day, but credits can take several days longer to show in your account. Please refer to your card issuer's terms and conditions for further information.
What if my order wasn't correct?
Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please email us at shop@silver-raven.co.uk and we will look into it. Please include your order number at all times when e-mailing customer services.
We take great care with its product photography to make sure that we are providing you with pictures that accurately and fairly represent the products we sell.
However, due to inconsistencies in the manufacturing of some products, and inconsistencies in how different computer screens reproduce colours, unfortunately we cannot guarantee that the product you receive will look exactly the same as you see on your computer screen.
What if the item is faulty?
Faulty items are dealt with slightly differently. If you think the item you have received is faulty in any way, please email us at shop@silver-raven.co.uk and we’ll let you know how to proceed from there.