Our customer care team is available 24 hours a day, seven days a week.
We're on hand to assist with size and fit advice, detailed product information, delivery questions and placing orders.
PRE ORDER items ESTIMATED DISPATCH DATE is 4-5 weeks. Each garment will differ in the time in which it is handmade manufactured, especially, if there is backlog of garments to get through or in busy periods such as Christmas. By purchasing you agree that there is not a definite delivery time for a made-to-measure garment and that the 4-5 weeks production period is only estimate. We can not be held responsible if any garments arrive later than described.
If you have placed an order containing multiple items as well as a pre order item this order will only be despatched when the pre order item becomes available. If you require the items that are in stock to be sent immediately please place separate orders.
All our items are MADE IN ITALY 100%.
UE, DHL EXPRESS, 25€.
OUTSIDE UE, DHL EXPRESS, 35€.
Once your order has left us, you will receive an email containing an air waybill number to track its progress online. All our deliveries are DHL EXPRESS. UE deliveries will take 2-3 business days while outside UE deliveries will take 4-5 business days.
Our shipping partner, DHL, offers you the flexibility to make changes to your delivery while your purchase is on its way, when contacting them directly:
Our delivery time with IN STOCK items, starts from the moment an order is accepted and includes a 24-48 hour period where your items will be processed and dispatched by our warehouse. Regarding our PRE ORDER items, delivery time starts from the moment the dress is ready and received into our warehouse.
We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers.
The prices within the online store do not include relevant overseas duties and other customs charges you may incur. These costs outside of our control. Please ensure you familiarise yourself with your country's customs charges and levies prior to placing an order. These duties are charged once an order reaches its destination (delivery country) and vary with each country. Duties/taxes will vary widely from country to country. We recommend contacting your local customs office before ordering to avoid any unforeseen charges. You may be able to claim back any duties and taxes paid at your local customs office if you return an item. Please contact your country's customs office for more information.
We DO NOT offer refunds on any of our products, this is a legal agreement when buying from us. All garments are made for as requested measurements after your purchase. The size charts displayed on our website are for reference and your guideline.
You may be entitled to an exchange, if discussed first, only following a fault with the size or garment. All garments are quality checked twice with two different members of staff before being dispatched to ensure the best quality, which is what our brand name reflects. Any signs of damage must be e-mailed to us with the corresponding order and type of garment. If the product returns to us and has been tampered with, pulled or contains any sign of damage outside of the notified flaws, we have the right to reject the exchange. All items must be returned new, unused and with all RAQUEL BALENCIA garment tags still attached. Your purchase should be sent back to us within 21 days of receiving your order. Returns that do not meet our policy will not be accepted and sent back to the customer.
We must be notified before a return postage is made. All postage must me tracked, signed for and insured and we must be notified of its tracking number. We are not responsible for cost of any returns postage, damage in transit or loss. If the garment is sent back to us and the above is not adhered to, we will not be held responsible for the loss or damage of goods.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.
Our payment method is Paypal. When placing an order, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to RAQUELBALENCIA.COM
All transactions on this website are processed using Datacash, a secure online payment gateway that encrypts your card details in a secure host environment.
To help ensure that your shopping experience is safe, simple and secure RAQUEL BALENCIA uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration.
You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.
RAQUEL BALENCIA is registered with Cybertrust as an authentic site. This ensures that your information is kept private while in transit between your web browser and our web server.
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. With your permission, we may send you emails about our store, new products and other updates.
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
You may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at firstname.lastname@example.org.