Raaz By Rakhi

Order FAQ’S
Can I place an order online
The best & only place to shop with us is online, saving you time and money. All of our stock data is live which gives our customers first site at new products. You also have the convenience to buy anytime 24 hours a day, 7 days a week. To start shopping click on www.raazbyrakhi.com.

What happens if an Item I have ordered is out of stock?
All items are subject to availability. As some of our designer products are one off pieces. We may be in a position where we cannot supply your chosen item or there may be an unexpected delay in dispatch. Please note you will not be able to purchase an item that is not in stock. If you have a special request on certain products please do contact us on This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Do you have any retail outlet?
No, Raaz By Rakhi are only available online, this enables us to cut costs and pass on these savings to our customers. As we are a U.K. based retailer that stocks our designer products enables us to deliver the item of your choice to your doorstep within 3-5 working days in the U.K. For our European clients delivery will be within 3-10 days.

Do I receive confirmation once I have placed an order?
Once your details are confirmed, we will acknowledge your payment & invoice via e-mail.

How do I make payments?
You can pay for your order by using any of the following CREDIT / DEBIT cards & PayPal:
VISA, MASTERCARD, MAESTRO, SOLO and VISA ELECTRON & DELTA.

What should I do if my credit/debit card has been refused when placing an order?
If your credit or debit card was refused whilst placing an order on www.raazbyrakhi.com please re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.

What if I live outside uk?
We ship very regularly to most countries outside the U.K. and using trustworthy couriers. We will send the goods out at the rates provided by our courier company and normally the goods would reach your country by air (or Europe by surface) within 3 to 10 days. Customs at your country border will have to be taken care of by yourself, as we cannot assure you for this element within your country of residence.

How do I pay if my card is not registered in UK?
For all of our non uk customers please select PAYPAL as the payment option and register (if you are not already) as that is the best payment option for overseas customers.

Delivery FAQ’s
How long does it take to deliver?
We aim to dispatch goods within one to two working days of receipt, but please allow 3 to 10 working days for delivery as the courier may take longer depending on which part of the U.K. or the world you live in.
If you live in mainland UK, you should get your goods within a day or so from when your goods are dispatched.
If you live in highlands or islands than the time for delivery may increase and may vary depending on how far you live from mainland UK.
Delivery timings are generally between 8am to 6pm. Signature will be required on delivery. If you have not received your order within 7 days please contact the us on This e-mail address is being protected from spambots. You need JavaScript enabled to view it with your order number.

How can I track my order?
If you have placed, you can login to your account on our website and click on TRACK parcel and it will give you a tracking number, which you could go to our preferred courier’s website and track your parcel alternatively email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it and we will be happy to assist you. Make sure you have your order reference number to hand.

What happens if I am out when you deliver?
The delivery driver of the courier company will leave a card explaining where the parcel is and what to do next. Please note failed deliveries may result in additional delivery charges. Please note the delivery charge is non refundable.

What are your delivery charges?
Delivery Charges will vary depending on which part of the country you live in. Please view our Delivery Info section on our website.

What if I don't receive my parcel?
If you do not received your goods within 10 working days you should contact us on This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
If your card is not registered to your billing address extra security checks are carried out which may also cause a delay. If however our records show that the parcel has been signed for at your address then a claim must be made through the couriers. You will be asked to send a written letter to us confirming that the signature or proof of delivery issued by the courier company is not yours and of any person living at that address has not received a delivery from us. We can then make the claim with our couriers. The couriers ask for 28 days to process the claim. In any unlikely event such as this, we would expect you to be patient with us.

RETURNS & REFUND & Garment Care FAQ’S
How do I return an item I ordered?
You can return new, unopened items from your order within 24 hours after they have been delivered to you. Items should be returned in their original packaging. We are unable to offer a Free Return Service, however we would be happy to exchange the goods for something else of your choice or a different size but postage will be charged. For more information on cancelling orders and returning items, see the Our Returns Policy page.

When do I get a refund once I have returned an Item?
Upon receipt of your return a refund will be issued within 28 days. All returns need to be sent to: Raaz By Rakhi, 169 Kenmore Avenue, London, Middlesex, HA38PB. Please note that the initial postage charge is non-refundable.

What if I receive my order and the package has been tampered with or is open?
Do not accept any parcel which is either open or looks damaged. Refuse these goods and contact us on This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Please note that we cannot be liable for any orders you have accepted which are damaged.

I have forgotten my password to access My Account, how do I request a new password?
To request a new password, click on "FORGOTTEN PASSWORD?" Enter your email in the box provided and an email will be sent with your password, once you have logged on with your password you can of course change it to something more memorable within ‘My Account’.

I have changed my email address how can I update my details to my new email address?
To amend your email address, log in with your existing email, click on ‘My Account’ and amend your email address accordingly and then click ‘Save’ at the bottom of the page.

How do I care for my Garments?
A majority of our items are hand embroidered and therefore fragile in their usage. From time to time beading may become displaced and this is not regarded as a fault but is due to the nature of the work. These garments should be worn with care and are classed as special occasion wear.

Please ensure that you only 'Dry Clean' your items purchased from us. We cannot be liable for any damage to your garments due to not complying with the washing instructions given.

It may not be possible to give full instructions on each garment therefore the above is a guideline of how to care for your garment.