FAQs

FREQUENTLY ASKED QUESTIONS

You can reach us at support@rafters.la or orders@rafters.la if you have any additional questions. We are committed to responding to all inquiries within 24 hours.

Ordering and Shipping

Q: Can I modify or cancel my order after it's been placed?

Unfortunately, we are unable to modify or cancel orders once they have been placed. Please double-check your order before confirming the purchase. 

Q: Does Rafters offer worldwide shipping?
Rafters ships to the following countries: 

United Arab Emirates, Austria, Australia, Belgium, Canada, Switzerland, Czechia, Germany, Denmark, Spain, Finland, France, United Kingdom, Hong Kong SAR, Ireland, Israel, Italy, Japan, South Korea, Malaysia, Netherlands, Norway, New Zealand, Poland, Portugal, Sweden, Singapore.
Q: Does Rafters cover customs and import fees?
Customers are responsible to know and be ready to pay for any custom or import fees for your items.

Q: When will I receive my pre-order?

All pre-orders ship within three weeks of the order date. If there are any delays our customer support team will contact you with an updated shipping date.

Q: How can I track my order? A: Once your order is shipped, you will receive a confirmation email with a tracking number. Use this number to track your package through the shipping carrier's website.

Q: What are the shipping costs and delivery times? A: Shipping costs and delivery times vary depending on your location. Shipping prices are based on weight of the package with base prices being around $5-10 for the United States, $17 for Canada and $25 for any other international order. This is just for one item, the price will increase accordingly for each item you add as the cost of shipping increases with the weight of the package.

Q: How long will an order take to shop after it is confirmed?

Pre-made orders will ship within a week of receiving the order. The shipping time estimates that you see at checkout are estimates for how long an item will take to arrive once it has been shipped not how long it will take for us to ship an item. Pre-orders ship within 3 weeks.

Returns and Exchanges

Q: Do you accept returns or exchanges?

A: No, due to the custom nature of our prodcuts we do not accept returns or exchanges. In the event that you receive the wrong item an exchange or return will be granted.Please carefully review your order before completing the purchase. If you have any concerns about sizing or product details, feel free to review our size chart. contact our support team before placing your order 

Sizing and Product Information

Q: How do I know my size?

Refer to our size guide , available on each product page, to find the best fit for you. If you have specific questions about sizing, feel free to contact our support team before making a purchase. 

Q: Are your products true to size? A: Our products are generally fit slightly oversized, but we recommend checking the Size Guide for each item to ensure the perfect fit.

Q: How do I wash my sweater?

We recommend washing all sweaters via machine wash on a cold setting. Do not tumble dry sweaters. Hang dry or dry clean if possible.

Payments

Q: What payment methods do you accept?

We accept major credit cards (Visa, MasterCard, American Express), Shop Pay, AfterPay and Affirm

Contact Us

Q: How can I reach your customer support?

For any inquiries or assistance, please email us at support@rafters.la. Our customer support team will get back to you as soon as possible. 

When will I receive my preorder?

All pre-orders ship within three weeks of the order date. If there are any delays our customer support team will contact you with an updated shipping date.