Frequently Asked Questions

Orders and delivery

What is the status of my order and where is my parcel?
Answer: To check the status of your order, you can track your parcel directly via our tracking page: 👉 https://ravolla.com/apps/parcelpanel

Simply enter your order number (made up of 5 digits) along with your postcode to access the delivery information. You can find your order number in the confirmation email. If no update appears in the tracking, we advise you to contact our customer service so that we can help you further.

When will I receive my order?
Answer: Orders placed before 23:00 are dispatched the next day. See our shipping policy.

What delivery options do you offer?
Answer: We ship all orders with Royal Mail, including track & trace.

What are the delivery costs?
Answer: Delivery is always free with Royal Mail.

Which countries do you deliver to?
Answer: We deliver to the United Kingdom and Ireland.

My delivery is late, where is my order?
Answer: In 99% of cases, orders are delivered on time. However, delays can occur. You can track your order via: TRACKING LINK.

If your order has not arrived within 3 days of the estimated date, please contact us.

I have not received an order confirmation, what should I do?
Answer: During busy periods, the confirmation may sometimes take a little longer. Please also remember to check your spam folder.

If after 2 hours you still have not received anything but the payment has been made, please contact our customer service at info@ravolla.com, stating your order number and the email address used when placing the order.

Customer service

How do I change or cancel my order?
Answer: You can change or cancel your order within 1 hour of it being confirmed. After this time, the order is already being processed and can no longer be changed or cancelled. Please contact our customer service at info@ravolla.com with your order number and the email address used when placing the order.

Can I change my delivery address?
Answer: Yes, this is possible within 24 hours of placing the order. Please send us your order number, the email address used when placing the order and the new delivery address.

Payment

Which payment methods are accepted?
Answer: We accept bank cards (Visa, Mastercard, Maestro, American Express), PayPal, Apple Pay, Google Pay and Shop Pay.

Orders and products

Items are missing from my order, how is this possible?
Answer: Your order may be dispatched in several parcels. The missing items generally arrive within 2 to 3 days.

I received an incorrect item or my order is incomplete, what should I do?
Answer: Please contact our customer service at info@ravolla.com, stating your order number and the email address used when placing the order.

Returns and exchanges

I am not satisfied with my order, can I return it?
Answer: Yes, thanks to our 30-day money-back guarantee, you have 30 days after receipt to make a return. The item must be returned unworn, unwashed and in its original condition. As soon as we receive your return, we will refund you within 5 working days.

Can I exchange an item?
Answer: Yes, exchanges are possible. Return costs are borne by the customer. Please contact our customer service with your order number and the email address used when placing the order.

Do I have to pay the return costs?
Answer: Yes, return costs are borne by the customer.

Guarantee

What is your guarantee policy?
Answer: If your product arrives damaged, we will send you a new product free of charge or issue a refund.

We also offer a 30-day money-back guarantee: if your item does not suit you, return it within 30 days of receipt and we will refund the amount of your purchase within 5 working days.

Order tracking

Where can I find my order number?
Answer: Your order number can be found in the confirmation email you received after your purchase. This email is sent from info@ravolla.com.

The order number is always made up of 5 digits.

Where can I track my order?
Answer: On this page: TRACKING LINK

My tracking shows no information, why?
Answer: The information becomes available once the parcel has been collected by the carrier. A slight delay may occur.

Retirement Sale and discounts

What is the current offer?
Answer: During our Retirement Sale, enjoy discounts of up to 70% off on a selection of pieces, while stocks last.

How do the offers based on the number of items work?
Answer: 10% extra off 2 items | 15% extra off 3 items | 20% extra off 4 items | 25% extra off 5+ items. Delivery is always free. These offers are applied automatically to your order, without a code.

Discount code

My discount code is not working?
Answer: You can only add your discount code on the final payment page (checkout), just before completing your order.