how can we help?
We’ve compiled a list of our most commonly asked questions to give you an answer faster. If there’s anything you can’t find here, you can contact us and we’ll get you sorted!
All offers cannot be used in conjunction with another.
We accept ShopPay, Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay and PayPal.
Once your order has been placed, it immediately starts going through our fulfillment process. Therefore, unfortunately, once your order has been placed, we’re unable to change any items you’ve ordered, this includes the quantity, size and/or color. We’re also not able to change the address once the order has been placed.
Once your order has been placed, it immediately starts going through our fulfillment process. Due to the fast turnaround time in our Warehouse, we cannot cancel or recall an order once it has been placed. The package will have to be delivered and then we can proceed with the returns process.
If you’re looking to return for a refund, we're here to help! We offer returns within 30 days of receiving your order. All items must be in brand new condition (unused, unridden) to be eligible for a refund and shipping costs are your responsibility for any delivery and re-delivery of goods.
Check out all of the details on our Returns Policy, such as which returns we can authorize and which ones we cannot.
Once you have checked those important T&Cs, if you still want to initiate a return, please complete our contact form here so our Customer Care Team can assess your returns request.
Your order may have been canceled for a number of reasons. If your order (or part of your order) is canceled, the relevant funds will be refunded to the payment method used on the order. This will be completed within 14 days.
If you still have questions about your order cancelation, we recommend you get in touch with our customer care team by filling out the contact form here.
We're sorry to hear you received a damaged or faulty item. If you have just opened your brand new order and notice that your item is damaged, please send us the following information here:
- Your Order Number
- Item Name
- Photos that show the fault as clearly as possible
Don't worry about sending your damaged item back to us, just keep hold of it until you've been in touch and we advise you what to do next.
Upon assessment by us, if we deem your goods to be faulty, normal warranty conditions will apply. It is your responsibility to follow warranty/instruction information. We may ask you to return your item and we will despatch your replacement item (subject to availability) or will happily refund the original product price and associated delivery costs. This will return to the original method of payment.
Please note, you are responsible for all costs incurred in relation to any return. Please allow up to 14 days for refunds to be processed upon our receipt of the goods.
We are so sorry you received the incorrect item! Please contact our customer care team by filling out the contact form here, so we can begin to get this resolved for you. Please include the following detail:
- Order Number
- Full Name
- Name of item missing and item received
- Images of item received
We do offer promotions on our site throughout the year which you can keep up to date with by signing up to the RawwFam mailing list at the bottom of our website, or by following @rawwfam on Instagram. By doing this, you’ll be the first to know about any sales, giveaways and launching of new styles! With that said, we do also have a bunch of items currently on sale which you can check out here if you can’t wait!
Yes, at the moment we do have Gift Cards available for purchase.
Orders come prepackaged in boxes so we don't offer a gift wrap service. If you are purchasing your item(s) as a gift, keep an eye on the tracking to see if you can sneakily intercept the delivery and hide their new gear until it comes time for the big gift reveal!
shop pay installments
Split your purchase into 4 easy payments—with no hidden fees, no surprises!
When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score.* In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.
The installments option on Shop Pay is available on debit and credit cards.
No, there are no late fees if you miss a scheduled payment.
If we process a refund, the refunded amount will be returned to your original payment method within 3-10 business days, and your balance will be updated.
If your refund is less than your total purchase balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both.
If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3-10 business days.
For questions about installment payments on Shop Pay, visit shop.affirm.com/help.
For questions about Shop Pay or the Shop App, visit shop.app/help/shop-pay.
Payment options are offered by Affirm and are subject to eligibility check and may not be available in all states. California residents: Affirm Loan Services, LLC is licensed by the Department of Business Oversight. Loans are made or arranged pursuant to California Financing Law license 60DBO-111681.
As soon as your order has been shipped, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched.
*Please note, tracking may take around 24-48 hours to update after dispatch
We are committed to ship orders the next business day, so once an order has been processed we cannot change the address.
If the tracking number says it has been delivered, double check with all family members and/or neighbors that could possibly have picked it up. If the order is still not found please contact FedEx who can help to track down the order. If they can't find the order please contact us immediately so we can begin working with FedEx to resolve the issue.
We offer Free Shipping on all US orders over $50. We also offer Express shipping if an item is needed urgently. Please refer to our Shipping & Delivery Page for complete details for US and International shipping.
We are committed to ship orders the next business day, but due to currently delays, processing can take up to 2 business days. You will receive an email with the tracking number as soon as it is shipped and you can track your delivery progress there. Please refer to our Shipping & Delivery Page for our time frame of processing and shipping items.
For the smoothest delivery, we recommend shipping to a Residential or Business address. However, we do ship to PO boxes with Fed Ex Smartpost which can take 2-8 business days within the contiguous 48 states and 10-14 business days to PO Boxes in Hawaii or Alaska.
We ship all online orders with FedEx. Please note, your shipment does not require a signature on delivery.
Some international orders may have additional customs and import fees upon delivery. These are to be paid by you to the Courier.
If you choose to refuse the customs fee, your parcel may be abandoned and we will not be held responsible for any loss of funds as a result of this occurrence. If you're unsure on whether you'll be subject to customs and import fees, we recommend contacting your local customs office for more information before placing your order.
You can register your email by clicking the "Notify Me" button on the product page of the board you're after. As soon as we've restocked, we'll send you an email and you'll be able to complete your checkout then.
Our T-shirts are made from 100% cotton and will come packaged in a biodegradable bag