RETURNS ON PHOTOGRAPHY PACKAGES, POSTERS & CUSTOM GRAPHIC DESIGN
Please refer to the product listings themselves to view our Return Policy for Photography related items and services or call us directly at 818-299-1568. All custom graphic design jobs are non-refundable.
RETURNS ON COSTUMES/GARMENTS
Due to the costume-like nature of all of our garments and since they are each carefully and masterfully handcrafted as limited editions, our return policy is very specific to protect the time and effort we put into each piece.
We do offer refunds on all of our products unless otherwise noted directly on the listing (as with certain discontinued items). We even offer full refunds on our Bespoke (tailor made) garments, (except for our bespoke Victorian Gowns for which we offer a partial refund).
All returns must be postmarked within 10 business days of receiving your order (as per the tracking number) and meet all of the requirements listed below. Return shipping expense is the responsibility of the buyer. We do not refund shipping charges.
Returned merchandise must be in new condition. If you are returning a product, please check to make sure your return meets the conditions described here:
Must be in original condition – unworn, unwashed, unaltered, undamaged, clean and free of lint and hair – and must have the tags intact and still attached just as they were when shipped to you. PLEASE NOTE: Do to the costume-like nature of our retail garments, we have specially designed our tags to protect the garments from being “borrowed”. We seal our coded tag ribbons with a special seal and then strategically place the special tags so that the garments cannot be worn and used in photoshoots, performances, weddings or productions and then returned to us for refunds. Contact us regarding our line of rental costumes if you want to use our garments only once. ANY GARMENTS RETURNED WITH TAG RIBBONS CUT OR TORN, TAGS REMOVED OR THE TAGS TAMPERED WITH IN ANY WAY WILL NOT QUALIFY FOR RETURN OR EXCHANGE!
Follow these steps to return an item:
Contact us via email at RavennaOldWest@gmail.com or call us at 520-508-3184 to let us know why you are returning the item(s) and to request a Return Merchandise Authorization (RMA) number. Please note: returns will not be accepted without an authorization number.
Once the RMA is requested, you will immediately receive an automated RMA confirmation email. Your confirmation will include the RMA Number, as well as an address where you should ship your return. Please write the RMA# on the outside of the shipping package. Packages shipped without an RMA # written on the outside of them will not qualify for a refund and a restocking fee of 10% will be charged to you and the package will be returned to you.
Returned item(s) must be postmarked within 10 business days after receiving your order. It can take 5-10 business days to process your refund once we receive your return.
Important Note: For your protection, please send your return via a shipping service that can be tracked, such as Registered USPS, FedEx, or UPS. Please be sure to keep your receipt, as well as the tracking information associated with item(s) returned. We cannot guarantee refunds for returns sent via a non- traceable method. We are not responsible for items lost in the mail or stolen.
Once received at our facility, your return will be processed within 5 to 10 business days. Credits are processed upon confirmation and inspection of the return. You will receive an automated e-mail notification confirming your return has been processed. Please allow up to two billing cycles for the return credit to appear on your credit card statement.
Please note, credits are processed for the original cost paid for the merchandise and any tax collected. Shipping and handling fees will not be refunded.
If you return an item in unacceptable condition or outside of our return timeframe we will not be able to process a refund and will therefore ship the merchandise back to you and charge you a 15% fee for our time and effort.