Help & FAQ

raershop.com

Got a question? You’re probably not the first. We’ve gathered the most common ones right here so you can get back to the important stuff like deciding which necklace to order next.


Orders & Shipping

Q: How do I place an order?

A: Browse the shop, add your favourites to your cart, and head to checkout. Easy. If you’re ordering a customised piece, make sure to double-check your personalisation details before confirming  once it’s placed, we get to work immediately.


Q: Can I change or cancel my order after placing it?

A: We process orders within 24 hours, so we move fast. If you need to make a change, contact us at info@raershop.com or WhatsApp us immediately after placing your order and we’ll do our best. Once your order is in production or out the door, changes unfortunately aren’t possible.


Q: How long does shipping take?

A: For orders within the Netherlands, you can expect delivery within 2–3 business days. For Belgium, Luxembourg, and Germany, allow 3–5 business days. We’ll send you a tracking link as soon as your order is on its way.


Q: How much does shipping cost?

A: In the Netherlands, shipping is free on orders of €70 or more. Below that, we charge a flat €5,00. For Belgium, Luxembourg, and Germany, shipping is free on orders of €100 or more, and €10,00 below that. For larger orders that don’t fit standard shipping, we’ll calculate the cost individually and let you know before we dispatch.


Q: Do you ship outside the Benelux and Germany?

A: Not yet but we’re working on it! Right now we ship to the Netherlands, Belgium, Luxembourg, and Germany. Stay tuned for updates.


Q: My order hasn’t arrived yet. What should I do?

A: First, check your tracking link it’s in your shipping confirmation email. If your tracking hasn’t updated in a while or something seems off, reach out to us at info@raershop.com or via WhatsApp and we’ll look into it for you.


Returns & Exchanges

Q: Can I return my order?

A: Yes! You have 30 days from your delivery date to return items, as long as they’re unused and in their original packaging. Please contact us first at info@raershop.com to get your return approved before sending anything back.


Q: Can I get a refund?

A: Absolutely. Once your return is received and approved, we’ll refund you to your original payment method. Refunds may take 2–7 business days to appear in your account your bank is doing its thing.


Q: Can I exchange an item?

A: Yes after a successful return, you can choose between a refund or store credit. Store credit codes cannot be combined with other discount codes, and all exchanges are non-returnable.


Q: Who pays for return shipping?

A: Return shipping is at your own cost. Please include a tracking number so we know your return is on its way.


Q: Can I return a customised item?

A: Unfortunately not personalised and made-to-order pieces are made just for you, so they’re non-returnable once your order is placed. If your item arrived faulty or incorrect, that’s a different story see our warranty section below or contact us directly.


Q: Can I return a gift?

A: Gifted items are non-refundable but can be returned for store credit. Just reach out to us with the original purchaser’s details (name, email, order number, or shipping address) and we’ll sort it out.


Products & Customisation

Q: What materials are your jewelry pieces made from?

A: Our jewelry is made from stainless steel, gold-plated and silver-plated metals, and acrylic elements. We also use recycled plastic for some of our necklace collections because looking good and being a little kinder to the planet is always a good idea.


Q: Will my gold or silver plating tarnish?

A: With the right care, your Raer pieces will stay looking gorgeous for a long time. Avoid contact with water, perfume, and harsh chemicals. Take your jewelry off before showering, swimming, or going to the gym. Store it in a dry place preferably in its Raer packaging.


Q: How do I customise a piece?

A: On the product page of any customisable item (like What’s in the Name or Iconic Letters), you’ll find options to choose your font, colour, chain size, and more. Fill in your details, add to cart, and we’ll take it from there. Please double-check everything before confirming customised items can’t be changed after ordering.


Q: How long does a customised order take?

A: Customised pieces take a little longer than our standard items as they’re made to order. You’ll see an estimated production time on the product page. We’ll keep you updated and send tracking info as soon as your order ships.


Q: Can I customise a cat or dog collar too?

A: Yes! Our customised pet collars work almost the same way as our jewelry pick your options on the product page and we’ll create something special for your furry friend. Just like the jewelry, customised collars are non-returnable once ordered.


Q: The item I want is sold out. Will it come back?

A: It might! Sign up to our newsletter or follow us on social media to be the first to know about restocks and new drops. Some pieces are limited edition though so when you see something you love, don’t wait too long.


Payments & Discounts

Q: What payment methods do you accept?

A: We accept the following payment methods at checkout:

  • iDEAL & Wero

  • PayPal

  • Apple Pay

  • Google Pay

  • Klarna (pay later or in instalments)

  • Credit cards (Visa, Mastercard)

All payments are processed securely your payment details are never stored by us.


Q: I have a discount code. How do I use it?

A: Enter your discount code at checkout in the designated field before completing your order. Discount codes cannot be applied after an order is placed, and they cannot be combined with other promotions or store credit codes unless stated otherwise.


Q: I signed up for the newsletter but didn’t receive my free gift discount. Help!

A: First, check your spam folder  it happens to the best of us. If it’s not there either, drop us a message at info@raershop.com or via WhatsApp with the email address you signed up with and we’ll sort it out.


Q: Do you offer student or influencer discounts?

A: We don’t have a standard student discount programme right now, but we’re always open to collaborations. If you’re interested in working together, send us an email at info@raershop.com and tell us a bit about yourself.


Warranty

Q: Do your products come with a warranty?

A: Yes! All Raer products come with a 2-year warranty. We stand behind the quality of everything we make if something goes wrong due to a manufacturing defect within 2 years of purchase, we’ve got you covered.


Q: What does the warranty cover?

A: Our warranty covers manufacturing defects things like a clasp that breaks under normal use, a chain that snaps without reason, or a plating issue that wasn’t caused by wear and tear. It does not cover:

  • Damage from normal wear and tear

  • Damage caused by water, perfume, chemicals, or improper storage

  • Loss or theft

  • Damage caused by accidents or misuse


Q: How do I make a warranty claim?

A: Contact us at info@raershop.com or via WhatsApp with the following:

  • Your order number

  • A photo of the issue

  • A short description of what happened

We’ll assess your claim and come back to you with a solution whether that’s a repair, replacement, or refund.


Still Need Help?

Our FAQ didn’t cut it? No worries we’re real people and we’re happy to help. Here’s how to reach us:


  • Email: info@raershop.com we aim to respond within 1–2 business days.

  • WhatsApp: drop us a message and we’ll get back to you as soon as we can.


Please include your order number in any message so we can help you faster. We’re based in the Netherlands, so our response times are in CET business hours.


We’re here for you — even on bad hair days. info@raershop.com