F.A.Q.

Where are Raff bags made and who makes them?

Raff takes pride on being a sustainable brand.We support the slow fashion movement. All Raff bags are handmade in India by artisans, 90% of which are women from surrounding villages. By buying a Raff bag, you support a skilled artisan and their family. We provide them with high wages, good living conditions and training. This in turn provides them with a skill to sustain themselves and their families.

Are Raff bags environmental friendly?

At Raff we try to keep our environmental impact at a minimum. All our leathers are natural and vegetable tanned, devoid of any chemicals. These leather are safer to use and do not pollute the water bodies with harmful chemicals. All our packaging contains zero plastic and is made from recycled materials and are handmade.

Where do you ship?

We provide free worldwide shipping on all orders.

How long will it take to receive my package?

Shipping times will differ based on the country you are in. We do our best to ship out all orders within 2 days of receiving the payment and also provide you the tracking number.

How can I pay?

You can pay for your Raff bag through various options:

– We accept all Dutch cards via iDeal payments.
– We accept all Indian debit and credit cards through PayU Money payments.
– We accept all other Credit and Debit cards through PayPal.  You can pay using PayPal, either with your own established account or with a credit card (no need to register!).
– We accept direct bank transfers. Please write to us if you want to pay through this method.

How do I change or cancel my order?

If for any reason you would like to change or cancel your order, please contact us as soon as possible at [email protected] We will make every effort to cancel.

However, if your order has already been shipped, we will follow the Returns guidelines.

How can I return my order?

Changed your mind? No problem! Raff has a 14 day return policy from the time the order is shipped. The product should be in new condition with all the packaging and tags intact.

In case of a return, please write to [email protected] and we will provide with more information including where to ship the product. We cannot afford yet to cover your return shipment, but we will do our very best to transfer the purchasing amount back to your account asap! You’ll receive a confirmation email for our customer service team when all is said and done. We’ll hope to see you back another time!

My Raff bag had a scratch/spot/wrinkle when I received it, what should I do?

Raff bags are made with natural vegetable tanned leather, devoid of chemicals. As such they remain unsealed at the end of the tanning process. These leathers are safer to use and do not pollute the water bodies with harmful chemicals. The unsealed leather allows scratches to accumulate, and the gentle tanning solutions allow natural marks in the hide to show. We consider any scratch, wrinkle or mark that is visible to be beautiful and completely natural. No two Raff bags look the same and each bag is very unique. It is important to realise that the wrinkles, marks and scratches are intended, and will further develop with time and use.

My Raff shipment was delivered to me in a damaged condition. What do I do?

We want to sort out issues with a damaged product right away!

In the unlikely event that your shipment arrives with a manufacturing defect or damage during transportation, please notify us with pictures of the damage at [email protected] within 48 hours of the product being delivered. Once we receive your request, we will provide you with the return shipping address. Please make sure to ship the damaged product back to us with all the tag and packaging within 7 days of receiving it, and email us within 48 hours, else we will not be able to accept the merchandise.

Once received, we will inspect the product from our end to see if it it qualifies as a damaged product, and shoot you an email regarding the refund of your order plus the return shipping cost. (Please provide us with the courier receipt for the shipping refund).

Do you offer repairs on Raff bags?

Raff bags are made to last a lifetime. The bags are entirely hand-stitched with saddle stitch technique which is twice as strong as machine stitching. In case there is an unlikely issue with a strap or a hardware fitting, please write to us at [email protected] and we will do our best to solve your issue. (Please note that is does not include regular wear and tear that comes with daily usage.)

Are Raff bags customisable?

Currently we do not guarantee customisation due to logistics. In case you do have something in mind, please write to us [email protected] and we will try to meet your requirements to the best of our abilities.

Will my parcel be charged customs and import charges?

Your parcel may incur customs or import duties once it reaches its destination country, which have to be borne by you. Raff has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

As we ship out of Netherlands and India, no custom or import duties will be charged on parcels shipping to the EU and India.