Frequently Asked Questions

Ranboo

Returns/Exchanges

CAN I EXCHANGE ITEMS ONCE I’VE PLACED MY ORDER?
As we operate on a pre-order model with limited stock, all orders are final. Please double check your order when checking out.

DO YOU ACCEPT RETURNS?
Returns are only considered when there is a fault with the product caused prior to its delivery. Please contact our support team if you are experiencing such issues.
We do accept returns if the item/s are still unopened, issuing a full refund including shipping costs. Ordering the incorrect size does not qualify for a return.
Please contact our support team for further assistance with returns.

HOW DO I LOOK AFTER MY ITEMS?
Please refer to the information located on the tag of your item for detailed steps and instructions about caring for your items.

Shipping and Delivery

DO YOU SHIP INTERNATIONALLY?
We ship to most countries around the world with the exception of limited countries based on international agreements and USPS restrictions. If we are unable to ship to your country, you will be notified at checkout and your purchase will be blocked.

HOW MUCH DOES SHIPPING COST?
Shipping costs are displayed on the checkout page and are calculated based on weight, shipping method and destination.

I’M BEING ASKED TO PAY CUSTOM FEES TO RECEIVE MY PARCEL, CAN YOU HELP?
We are not responsible for import taxes charged by your government. All customers are responsible for any customs/VAT fees. For more information on this, we suggest contacting your country's customs department.

CAN I UPDATE THE SHIPPING ADDRESS ON MY ORDER?
If your shipping address is insufficient or incorrect, please contact us by replying to your order confirmation email with the correct address immediately. We cannot guarantee we are able to update your shipping address and are not responsible for insufficient shipping addresses provided.
If your package is unable to be delivered, it will likely be returned to us. Once returned, we will contact you for reshipment to an updated shipping address.

WHERE IS MY ORDER/WHEN WILL I RECEIVE MY ITEMS?
Estimated ship date is 25th November and 5th December for the Jacket. Once the item is shipped, standard shipping times apply. If your order has items with different estimated shipping dates, your order will only ship once all items are ready.
Once shipped, US shipments (depending on shipping method) will take 2-9 business days and international shipments will take 4-20 business days to be delivered.
Orders being shipped to South America, Middle East and Asia may take 1-3 months to be delivered once shipped.
To see the latest updates on your order, please view your order summary by clicking the link in your confirmation email.

THE MAP IS SHOWING A LOCATION THAT ISN’T NEAR MY SHIPPING ADDRESS, SHOULD I BE CONCERNED?
The map shown may not be 100% accurate and is for visual purposes only. All orders will be shipped to the shipping address shown on your order confirmation page and email.

WHAT IS A PRE-ORDER?
A pre-order is designed with the fan in mind, where orders are taken over a period to ensure that you can secure your order before the collection sells out. Please note the estimated shipping start date of 25th November and 5th December for the Jacket.

Payments

WHAT PAYMENT METHODS ARE ACCEPTED?
We accept all major credit cards including Visa, Mastercard, American Express, and Discover. We also accept PayPal, Amazon Pay and prepaid gift cards from all major banks.
At this time, we do not accept any form of cryptocurrency.

IS MY PAYMENT SECURE?
Yes, your payment is secure. Our website uses the most up-to-date SSL encryption security techniques. The payment provider we work with, Stripe, is Level 1 PCI certified (the highest level attainable) and uses the most up-to-date SSL encryption to ensure all payments are secure.

WHAT CURRENCY IS USED?
All payments are processed in USD, although we may have a currency toggle available for your convenience. The currency displayed within the checkout process will be in USD, unless otherwise specified.

COVID-19 Update

SHIPPING AND COVID-19
Please note that all items are offered on a pre-sale basis. Orders are expected to begin shipping from the 25th of November. However, orders that include varsity jackets are expected to begin shipping by the 5th of December.
We are currently shipping out under normal circumstances. Despite this, couriers are experiencing higher volumes meaning your tracking information may be delayed. If you are an international purchaser, your country may be holding imports before processing them. For more information on this, we suggest contacting your country's customs department.

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