FAQ

1. How can I return my purchase to Humble Ray 
Before returning items to us, please read and follow the instructions below and on our website return policy page. If you make a purchase you are agreeing to the following Return Policy. Returns must be authorized and shipped within 15 days of receipt of the item with the following information included in the package:
  • Original order number
  • Reason for exchange or refund
  • Requested replacement item's name, number and color
  • Your shipping address and phone number
Please note that we are not able to process any items which are returned without our prior agreement. Once we agree to take back your purchases, please make sure you write a note in English with your order number so that we are able to find the order details.
The return process has to be initiated within 15 days of the receipt of your items. We only accept products in their original condition.
2. Can I exchange or return a product? 
At Humble Ray we pride ourselves in the quality and fit of our products. All products are designated as OSRM (Other Special Regulated Materials) and once sold will not be returned or exchanged except for quality issues and mis-shipment.


Quality Issues:

Should you find any item to be materially defective you must file a claim with our support team within 15 days of receipt of the item. Photographic evidence will be required.  The item must then be returned in the same condition as it was sent within 15 days after receiving the garment unwashed, unworn and with the original tags affixed. Although we check all merchandise for defects and damage prior to shipment, it is the buyer's responsibility to check the product upon arrival to make sure it is free of any defects. Damaged goods due to client negligence or items without their tags will not be accepted for refund.

Mis-Shipment:

We will exchange your product if the purchased product does not match your original order. For instance, it is not the color you have ordered (perceived color differences due to your computer monitor display will not be exchanged), or the item you received does not match the style you have ordered.

Attention:

Merchandise must be returned within 15 days of receipt;
Merchandise must be unworn and unwashed;
Merchandise must have all tags, original packaging, accessories and embellishments fully intact;
Gift cards, jewelry, underwear and bodysuits and discounted merchandise may not be returned.

Returns/exchanges MUST be shipped via a trackable shipping method back to the warehouse address given to you by our customer service representative.  Do not ship to the address on the shipping label. You must contact our support team for confirmation of this address and we will provide it to you. We are not responsible for returned items that do not reach us. We are not responsible for items that are returned to the wrong address.

All returned items must be unworn, unwashed merchandise with tags attached, in the same package sent.  Items that do not meet these criteria or are non-returnable, will be denied and the item will be shipped back to you, at the cost of the buyer. If buyer is unwilling to pay for return shipping, the item will remain stored in our warehouse until such time the shipping fee is paid.

Returns and Exchanges are typically processed within 10-15 days of receipt of the return in our warehouse. These times may change due to the volume of the current season.

    3. Do you ship the item to my country and what the shipping rates are? 

    We ship worldwide.

    4. How long will I receive items after I place an order? 

    Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)

    5. Does the product price include shipping cost? 

    The product price does not include shipping cost. The online system will generate a shipping quote for your order.

    6. How do I make changes to my order? 

    Once you have placed an order, changes in shipping address or item changes can not be made. 

    We have an automated system where your order goes directly to our manufacturer and they start hand-making your order immediately. This is done to ensure a timely delivery to our customers. Due to our quick processing time, we are unable to cancel or modify an order after it has been submitted.

    7. How do I know if my items have been shipped or not? 

    When items are shipped out, we will send notification to your registered email address. The tracking number might not be available until a few days after dispatch, we will update the tracking information once it is available.

    8. How to track my purchase? 

    Once you get the tracking number, you may check the item delivery status online by accessing the website of the related delivery company.

    9. Why is my tracking number invalid? 

    The tracking information normally appears after 2-3 working days. If a tracking number is not searchable after this period of time, there are several possible causes:

    The shipping company has not yet updated the most recent delivery information on their website; the tracking code is wrong; the parcel has been delivered a long time ago and the shipping company has removed it from the the tracking code history.

    We suggest you can contact our Support Team in those situations and we will provide you with your tracking number. We will contact the delivery company on your behalf and you will be informed once there is further information.

    10. I received a damaged/defective product, what now?

    All damaged/defective claims must be filed with our support team within 72 hours of receipt of the item/s. Provide our team with a picture of the packaging, the item, and a description of what's wrong with your order. We will be happy to issue you a replacement at no cost to you. (Please see 1&2)

    11. I received the wrong item, please help!

    Please send our support team a photo of the item you believe to be incorrect. We will file a claim with the fulfillment team and reship your order at no cost to you.