Every now and then we receive questions from customers regarding different topics. We have gathered th most popular questions in this FAQ. Is your question not listed? Send us an email via firstname.lastname@example.org and we will answer it asap!
Articles and Sizing
- Which sizes are available?
- How do I determine the right size for me?
- An article that I want is sold out. What to do?
Ordering and payment
- How can I order online?
- I tried to place an order, but didn't succeed. What to do?
- What payment methods does Raibu accept?
- Can I also pay after I received the product(s)?
Shipment and returns
- What are the shippingn costs?
- Can my package be send as registered mail?
- Do I need to be at home to receive my package?
- Can I return or exchange an article?
- What are the costs for return shipment?
- How do I receive a refund for returned articles?
- How long does it take for the refund to be processed?
- When do I receive my package?
- Can I send my order in gift wrapping?
- Can I order a gift voucher?
- How can I subscribe to the newsletter?
- How do I unsubscribe from the newsletter?
- Can I contact you by telephone?
- I like to know more about Raibu!
Articles and Sizing
Which sizes are available?
At the moment we offer sizes XS to XXL and FREE SIZE (one size). XS - XXL correspond to the European sizes (confection) 34 to 44 (as used by the larger clothing chains like H&M and Esprit). Certain clothing designs have a certain cutting meant to fall loosely along the body and are a so called FREE size, fitting a range of different clothing sizes (XS to 42). Click here for the exact dimension of the different clothing sizes.
How do I determine the right size for me?
For each clothing item you can select a size (XS-XXL or FREE). Next to the size there is a link to a sizing table in which you'll find the translation of the sizes to EU-sizes 34-42. Part of the product description is a description of the SIZE & FIT of the article. Next to the fitting, you'll find information regarding relevant dimensions of the item (e.g. length).
An article that I want is sold out. What to do?
All items within our collection are in limited edition, thus unfortunately not available for re-order. If you like a certain design or style, let us know via email@example.com We gladly take your input for when we prepare for a new collection.
Ordering and Payment
How do I order online?
Click on the image of the article you like, which will take you to the productpage where you find a description of the item. Here you can select your size and the number of items you like to order. Click the button "At to bag". You will be redirected to a summary of the contents of your shopping bag.You can either choose to shop for other items or you can choose to pay. Click "Next" to login if you already have an account, or create a new account by registering your e-mailadres. You will be taken to a page where you can enter your personal information, delivery details as well as creating extra addresses handy for e.g. billing.By creating an account in our webshop you will be able to track all your orders, follow the status of your order, download invoices and more. Once your account is registered, you can choose for a delivery and billing address. The billing adres will be printed on the invoice. Check the delivery address. If everything is correct, click "Next". You'll see an overview of the shipping charges and you can accept our Terms & Conditions. Click "Next" to choose your payment option. You can pay with iDEAL (only in The Netherlands), bankwire or PayPal. For creditcard payments, choose the PayPal option (they handle our creditcard payments. Note: you do not need a PayPal account to pay with creditcard). Once your payment is accepted, you will receive a confirmation and we will start preparing your order. You will receive a notification when your order has been shipped.
I tried to place an order but didn't succeed. What to do?
Send us an e-mail via firstname.lastname@example.org notifying us of the article you wish to order. We will investigate the issue. In general you will receive a reply within the same working day.
Can I also pay after I received the product(s)?
Yes, that is possible. Choose Billink as a payment method when you check out. This service is only available in The Netherlands.
Shipment and Returns
What are the shipping costs?
Shipping costs are €3 within The Netherlands for standard delivery. International shipments are €6,95 - €17,95 within Europe (click here for the country tariffs) and €35,95 to the rest of the world. Orders with a value greater than €100 are shipped free of charge (worldwide). Sometimes we offer free shipping -promotions. This means you don't have to pay for shipping costs. Please note, if you wish to return an article, then the shipping costs of the return are not refunded.
Can my package be send as registered mail?
This is possible. Simply state this during your ordering process (a text field is available on the shipping page where you can leave us a message). You only pay the standard registered mail charges as stipulated by PostNL. You can also send us a mailen for inquiries regarding the costs.
Do I need to be at home to receive my package?
If the article you ordered fits in a standard mailbox, it's not required for you to be at home to receive the package. If the order is too large to fit in the mailbox, somebody needs to be at home to accept the package. If it's more convenient, you can choose a different delivery address than your home address (e.g. your work or another address where you're during day time). If you're not present at your address, you will receive a note from the mailman on which you will find information when he will come again or you can choose another delivery day.
Would you like to know if your order fits in your mailbox? Mail us at email@example.com!
Can I return or exchange an article?
All articles that are ordered online, can be returned or exchanged. Send us a mail informing us you like to return an article. This will speed up the return process. Return the article(s) within 14 days after receipt including the return form and the purchase amount will be refunded to you. Please note articles that are used or damaged will not be accepted. If you like to exchange the article, simply return the original article (you will receive a refund) and place a new order for the new article.
What are the costs for return shipment?
Shipping costs of returns are on behalf of the sender. Packages therefore need to be sufficiently stamped. Please take your package to your post office for shipment. They will calculate the shipping costs. Within The Netherlands you can choose standard delivery. For international shipment, please choose shipping option with track and trace. See PostNL for shipping costs within The Netherlands.
How can I receive a refund for returned articles?
As soon as we receive the returned article(s) in its original state, the purchase price will be deposit in your bankaccount. This is the same account number as with which you have placed the order initially.
How long does it take before I get a refund for the returned articles?
The purchase price of the returned article(s) will be deposited to your bankaccount witin two working days after we have received the article(s). Occassionaly it can take longer, but not longer than 10 working days.
How long does the delivery of my order take?
Orders placed on a workday are processed directly and delivered to your address within 3 workdays by PostNL (within The Netherlands). For international delivery times, please see the website of our transporter PostNL. Orders placed in the weekend (Friday after 16:00 to Sunday) will be processed on the Monday.
Can I send my order in gift wrapping?
Yes, that's possible. State this when you place your order (on the shipping page there is a text field where you can leave us a message). We will gift wrap your order free of charge. If you wish, you can choose a different delivery address than the billing address. You will receive your invoice via e-maill.
How can I subsribe to the newsletter?
At the bottom of each page on our website you will find a text field where you can fill in your e-mailaddress for our newsletter. Or send us a mail via firstname.lastname@example.org notifying us you'd like to subscribe to our newsletter. Furthermore you can create an account on our website. Within your account you can change your personal information and settings, including newsletter subscription. If you wish to place an order, an account is necessary. An account is not necessary if you wish to receive only the newsletter.
Can I contact you by telephone?
We are very well reachable via mail (email@example.com). If you prefer to speak to a representative, that's also possible. We don't have a central telephone number, but you can send us a mail with your contact details. We will call you back as soon as possible (in general the same workday).