SHIPPING & RETURNS
Welcome to Raw Touch!
Raw Touch is owned and operated by Raw Touch LLC.
This Shipping & Return Policy applies to all products purchased through:
*Available shipping methods and timeframes will be advertised at checkout
| SHIPPING METHOD | COST (USD) | TIME |
|---|---|---|
| US Standard Shipping | $9.99 or FREE over $100 spend | 3-7 business days (International US split shipments 5-10 business days) |
| US Express Shipping | $14.99 | 2-3 business days (International US split shipments 3-10 business days) |
| US Jump the Queue + Priority Dispatch | $24.99 | 1-2 business days (International US split shipments 2-5 business days) |
| All International Countries | $20.00 or $10.00 over $100 spend | 7-14 business days |
*RAW TOUCH SHIPPING*
- Raw Touch delivers worldwide.
Raw Touch orders are shipped and delivered on business days (Monday - Friday - 8 AM - 5 PM EST). For security reasons, Raw Touch will not send any order to post office boxes or military bases, nor will it accept any order when it is not possible to identify the recipient of the order and its address.
SHIPPING COSTS: Shipping charges will depend on the size and weight of the sneaker box and will depend on the delivery location of the order and will be calculated and displayed at checkout. Please check the shipping costs depending on the delivery location before placing your order. Some products that may be larger and/or heavier will have additional shipping charges.
Raw Touch may on occasion and as a result of special offers, promotions and special days, offer free shipping on some or all products. Free shipping will be applied to the order at the time of purchase.
ORDER PROCESSING TIMES: 3 business days. Order processing will take place Monday through Friday from 8:00 AM to 5.00 PM EST (Orders are not processed on weekends and major holidays). Please keep in mind that may be extended during holidays, launches, restocks, limited edition releases and promotions.
Note: Order processing times and shipping times are different.
SHIPPING TIMES: Shipping times will depend on the delivery location of the order and will be calculated and displayed at checkout. Please check shipping times based on delivery location before placing your order.
Important: Due to the current health emergency caused by COVID-19, delivery times may be extended.
SHIPMENT TRACKING: Once the order has been shipped, you will receive an email that will include the tracking number of your order. Be sure to track your order using the tracking number we provide. We are not responsible for lost or stolen packages. If your package has been lost or stolen, please contact the respective shipping company according to the tracking number provided or contact us through our contact information for further assistance and information.
DELAYS: Raw Touch is not responsible for delays in shipping or delivery, due to natural or uncontrollable events. Furthermore, Raw Touch is not responsible for delays related to the courier service itself. Unfortunately, we have no control over these delays. Transit time does not include Saturdays, Sundays or holidays.
UNDELIVERED PACKAGES: If at the time of delivery, the customer is not at the delivery address or if it is not possible to deliver the package to any person in charge, the product must be returned and extra charges may apply for shipping costs.
WRONG DELIVERY ADDRESS: Raw Touch will not be responsible or reimburse for lost or undelivered packages due to incorrect, inaccurate or outdated delivery addresses.
It is the buyer's responsibility to ensure that the delivery address they provide during the checkout process is current, correct and accurate. Before completing the checkout process, please ensure that you provide a correct, current and accurate delivery address.
If your order is not delivered due to incorrect, inaccurate or outdated delivery addresses and the order is returned to our premises, we reserve the right to charge you for additional delivery charges or to terminate this contract and issue a refund with the discounted value of the delivery.
SECURE DELIVERY ADDRESS: Raw Touch recommends customers provide a secure delivery address, for example your home or place of employment. Raw Touch is not responsible for packages lost or stolen due to unsafe delivery addresses.
SHIPPING COMPLETED: Each delivery is considered to have been made from the moment Raw Touch makes the product available to the buyer, which is made possible by the control system used by the courier company when the status of the order changes to “completed” or “delivered".
*RAW TOUCH RETURNS*
RETURNS AND REFUNDS: Customer satisfaction with our products is important to us, so we make returns and refunds, if the customer is not satisfied with our products. Purchases made on our website can be returned for a refund within 7 days from the date of delivery. Please note that if the request for return and refund is sent after 7 days from the delivery of the product, we cannot offer a refund.
Return processing fee: The buyer must pay a return processing fee corresponding to 15% of the total payment of the transaction. The fee will be deducted directly from the refund.
Important: Products on offer and purchased with promotional codes or on the basis of a promotion or competition are non-refundable.
CONDITIONS OF RETURN: Return and refund requests must comply with the following conditions. To return items to Raw Touch, they must be in their original condition, unused, with all tags attached and accompanied by the invoice. Return and handling charges are non-refundable. Raw Touch has the right to refuse any returns that do not comply with our return policy.
Important: Please do not send the product back to the manufacturer. To request a return please send us your request via our contact information and you will receive instructions on how to return the product.
Once the return request has been accepted and the return address has been provided through our email, buyers must return the product within 7 business days and send us the return tracking number through our contact information.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
DEFECTIVE OR DAMAGED PRODUCTS: We do our best to avoid any damage or defect in your products, however, if upon receipt of the product, it is defective, damaged or the wrong product and you need an exchange of the product of the same reference or need a refund, please contact us through our contact information. Only in these cases we will assume the value of the shipment. In case you request a refund, you will also be refunded the shipping value and the return processing fee will be waived.
The request for damaged, defective or incorrect product must contain the following:
- Full name of the person who placed the order.
- Order number.
- Proof of damage or defect of the product (photo or video).
PROCESSING YOUR REFUND: Once your return has been received and accepted, please allow 3 to 5 business days for your return to be processed. If your return does not meet the stated conditions, the package will be returned to you at your expense. If your return has been accepted, you will receive a refund and a confirmation email. The refund will be made via the original payment method, with the return shipping and return processing fee, if applicable, deducted from the refund.
UNDELIVERABLE PACKAGE: Undeliverable packages that are returned to Raw Touch will not be automatically re-sent and additional shipping charges may be incurred. If you wish to make any changes to the delivery address, you are responsible for the cost of reshipping.
The return policy should be read with other policies, can be changed anytime, and applies only when the product has been received by the purchaser. By making a purchase, you agree to the conditions above , and the refund policy does not affect your statutory rights.
*EXCHANGES*
If you purchased an incorrect size, once received, you are welcome to submit a return request for a refund back to your original payment method. Please keep in mind that the returns process may take up to 14 business days before a refund is reflected back to your account.
To initiate an exchange, please contact our customer service team and they will assist you with the process. Please note that the item must be in its original condition with all tags and labels attached. Any item that is damaged, washed, or worn will not be eligible for an exchange.
Please note that all shipping costs associated with the exchange are the responsibility of the customer, unless the item received was defective or damaged.
*CANCELLATIONS*
Our fulfillment process begins immediately after an order is received, so we are unable to accommodate cancellation requests. All confirmed orders will be subject to our standard return policy.
In the event that an item becomes unavailable, Raw Touch reserves the right to cancel your order or items within your order at any time. We will provide a full refund, back to your original form of payment. You will be notified via email of any orders or items we cannot fulfill and have refunded.
By purchasing from rawtouch.com you understand the privacy policy. If you do not agree to this Policy, please do not use our website. Your continued use of this website following the posting of changes to this Policy will be deemed your acceptance of those changes.