FAQ – Raw Orange

FAQ



This is a short list of our most frequently asked questions. Alternatively if you require more support, please visit our contact page.


Placing an order

Do I need to register to place an order?

No, you don’t have to, as you can complete your order as a guest. However, by creating an account with Raw Orange all your details will be saved and that will make your purchases easier and quicker. By using your login username and password, you don't need to enter your address and other information every time you decide to purchase from us, which will save you plenty of time. Your wish list will also store all the items which were added to help you manage your shopping

How do I find the right size?

To find your right size, please click on the “size guide “featured on your chosen product page, or for further assistance, don’t hesitate to contact our customer care team at customerservice@raworange.com, or call contact customer care directly on

Phone : 44245011 971 +


Payment

What is Payment On Hold?

It is a condition where payment is successful at customer's end however due to some security reasons, it is put on hold at Raw Orange’s system for verifications


Are my bank details trusted for online payments at Raw Orange?

All credit card transactions on the website are processed using a secure online payment gateway that encrypts your card details in a secure host environment. These details will be fully encrypted and only used to process card transactions which you have initiated.


Why should I use prepaid methods of payment?

Our head office based in UAE that’s where we can only support cash on deliveries, other countries can only pay by credit/ debit cards and PayPal



What payment methods do you accept?

UAE


-Delivery within UAE is free

-For online purchases, we accept payment via credit/Debit cards, PayPal and Cash on delivers

-For cash deliveries, we only accept cash in AED within UAE


GCC and other international countries:

Credit Cards, debit cards, PayPal : At Raw Orange, our preferred payment method is via a secure credit card transaction. Rest assured, your card number will be protected using industry-leading encryption standards. We guarantee a safe and fun shopping experience on our website


My credit card details have been rejected, what do I do?

Double check the following common mistakes:

  • Is the card you used for ATM use only?

    • Some cards are not enabled for e-commerce shopping, contact your bank to enable your card for online shopping.

  • Did you complete the 3D Secure Check successfully?

    • In order to avail of 3D secure authentication you must register your credit/debit card. This is a one-time process which takes place on the card issuer’s (bank) website. The process involves the cardholder answering several security questions to which only the card issuer and cardholder will know the answer. The cardholder then selects a password and/or a secret question, which will be used by the card issuer during each online transaction. Contact your bank if you are facing any problems with 3D secure.

  • Were the following fields entered correctly?

    • Card number

    • Name on card

    • CVV code (three digit number on back of card)

    • Expiry date

  • Is there sufficient limit on your credit card?

    • If the above conditions are met, call your bank to check if your credit card is eligible for online purchases or if there is any other reason blocking it.

    • Contact your bank if you are facing any problems with 3D secure. Were the following fields entered correctly? Card number Name on card CVV code (three digit number on back of card) Expiry date


Delivery and shipping:

Can I ship to an address different than my billing address?

Yes you can. Just enter the address you want to ship to in the shipping address fields at checkout.


How can I track the status of my order?

When we process the order, you will get a notification with the tracking code from the shipping provider.

You can track your order with our delivery partners by logging onto their website and quote your tracking number.

Returns and Exchanges:

Can I exchange or return my items purchased online?

Our policy lasts 7 days of receiving your order, where you can return or exchange the item.

What options do I have when I return an item?

We will refund the full amount of the transaction, except any shipping or customs fees, if there were any.

The method of refund depends on the payment method used to place the order.

Card and Visa Checkout Payments:

1-Payments made with debit or credit cards or PayPal can have either:

The funds returned to the original card used to make the payment within 30 to 45 calendar days, or

Alternatively, we can give you a voucher code to place a new order immediately.

2-Cash-on-Delivery Payments:

A voucher code for the same value of the returned item(s) will be issued to use in your next order

this unique voucher code will be sent to you via email from our Customer Care team.

 

3-For exchange and return purposes, the Raw Orange Tag must be still attached to the clothing item.

4-Please e-mail us at customerservice@raworange.com if you wish to return any item.

5-To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return please do the following:

1. re-pack the item with the labels and tags still attached

2. send us an e-mail at customerservice@raworange.comstating your order number, the items you wish to return and the reason.

UAE

If you are in the UAE returns are FREE.

Once you have e-mailed us we will arrange with you the convenient time and place for the items to be collected. Refunds will be done only through the Original Mode of Payment.

If you paid by credit or debit card, the refund will be processed within 30 to 45 days depending on your bank's policy.

For Cash on Delivery service - we are unable to refund cash for customers, you will get a coupon code by email which can be used for further purchases.

Once Raw Orange has received your return and it complies with our Returns Policy, we will refund you the money back if you paid by credit card, or send you a voucher code to use on your next purchase if you paid cash on delivery.Raw Orange reserved the right to refuse a refund if we suspect the item has been worn or if it is not in the same condition as it was sent out.

GCC and other International Countries

If international then you must arrange your own return and bear the cost of returning the item(s) unless the item is faulty or damaged (please contact us so we can try to help you find the easiest and cost effective way of returning).

Exchanges

UAE

If you are in the UAE exchanges for a different size in the same style are free. To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Exchanges are also subject to availability of sizes.

If you'd like to exchange to a different style then this will be treated as a return and you can place a new order for the item you would like.

GCC and other International Countries

We currently do not offer free exchanges outside UAE. So if you would like to exchange any item then this will be treated as a return and you must place a new order for the item you would like instead.

Cancellation Policy

You can cancel your order at any time before the order has been shipped from our warehouse. Once you've received the shipping confirmation it will not be possible to cancel your order.

To cancel your order, please email us on customerservice@raworange.com stating your order number, the items you wish to cancel and the reason. You will receive an email once your cancellation has been processed.

If you have paid by credit or debit card, in which case the refund will be processed within 30 to 45 days depending on your bank's policy.


How can I contact Customer Care?

Customer Care executives can be contacted by email at customerservice@raworange.com

Customer Care team directly on +971-4-5647071

Our business hours are Sunday to Thursday from 9:00 am to 06:00 pm, UAE time.