Free Delivery on UK Based Orders over £30!

FAQ

Please feel free to contact us if we can't answer your question here.

Orders

  • Can I cancel or change my order once it's been placed?

    Cancellations are possible if the order has not yet been processed by our team. Once the order has been processed by our team it's impossible to make amendments or cancellations as the orders are sent to a third party fulfilment centre where they are dispatched. Get in contact with us and we will do our best to resolve your issue. If the order has been processed you may return the product subject to our Returns Policy.
  • Do you accept orders by phone?

    Apologies we do not currently offer ordering over the phone though please feel free to contact us if you need any assistance ordering.
  • How can I be sure that my order was received?

    Once you have completed your purchase you will receive a confirmation email to the email address you provided.
  • Can I add an item once I have placed my order?

    You will need to put through a second order if you would like to add another product. Depending on how soon after your initial order you place your second order, if the first has not yet been processed by our team we may be able to ship the items together in one package. Please feel free to contact us should this situation arise to make sure we are aware.
  • How do I use a coupon or voucher code?

    You will have the opportunity to use your code at the checkout when you are ready to buy your items.

 

Payment

  • What payment types does Raitex accept?

    Currently we accept MasterCard, Visa, American Express, Apple Pay, Google Pay, Shopify Pay and PayPal.
  • Is it safe to shop at Raitex's online shop?

    Yes it is very safe we have secure payment channels and we are McAfee Secure Certified which you can see in the bottom right hand corner of the screen.
  • Does Raitex process my payment details?

    Payment processing is undertaken by Shopify which handles all sensitive data in a secure and safe manner.
  • Why has my card been declined?

    There are a few reasons your card may have been declined. Your card may have expired, you may have reached your credit limit or you may have entered information incorrectly. Please check if any of these apply. If problems persist, feel free to contact us.

 

Delivery

  • How many days will it take to receive my order?

    If you order before 4pm we can dispatch your order the same day, any orders after this time will be dispatched the following day. For standard delivery the order will take 48 hours to arrive. For next day express delivery you should receive your order 24 hours after dispatch.
  • What third party do you use to process these shipments?

    We use a third party fulfilment agency who stores, packages and ships our products. 
  • How are delivery charges determined?

    Delivery charges apply to your order based on the delivery method you choose. Delivery charges are inclusive of VAT and include all costs related to the shipping of your order to the requested address.
  • Which countries do you deliver to?

    Currently we deliver to most countries globally. For more information on country coverage please visit Royal Mail.
  • Can I change my shipping address once I've placed my order?

    Once the order is placed it's sent to a third party that processes the dispatch and it may not be possible to change the address at this point. Please do get in contact and we will do our best to resolve your issue though.
  • How can I track my order?

    We will issue you with a tracking number when it becomes available. 

 

Returns

  • What is your returns policy?

    The goods must be returned within 30 days after initial purchase on our website. Returns must be unused, in the state you received them and in the original packaging. In terms of exchanges we only replace items if they are defective or damaged. Please see our Returns Policy for more information.
  • When will I receive my refund?

    Once the return has been approved, it can take up to 14 days for the refund to be made.
  • What should I do if the product arrived damaged or defective?

    Contact us and we'll see if we can resolve your issue or make arrangements for an exchange.

 

My Account

  • How do I create an account?

    Create an account by clicking on the person icon in the top right hand corner of the screen next to the bag icon. At the bottom of the login screen click 'Create Account'.
  • Do I need an account to order?

    No you don't need to create an account to order. You can checkout as a guest. Please note that you will not accrue loyalty points by checking out as a guest.
  • Why should I become a registered user?

    We'd love you to become a part of the Raitex family as our brand is built solely around our customer base. By setting up an account with Raitex you will have exclusive access to our Raitex Rewards program where you can earn points toward gift vouchers and free products!

 

General 

  • How can I receive the latest exclusive product offers, blog content and giveaway updates?

    Sign up to our newsletter at the bottom of this page to get regular updates including coupons, giveaways and new blog posts. Become part of the Raitex family today and help us encourage other to dare the impossible!
  • Can I unsubscribe from the newsletter?

    In the sad event that you no longer want to support our small business and get any more correspondences from us, click unsubscribe on our last correspondence and you will be removed.
  • What if I feedback and suggestions for Raitex?

    We love to hear from you and appreciate and feedback and suggestions you can provide to help us continuously improve our experience for our customers. Contact us here.