Replacements and Refunds

Please note that all products are handmade therefore, every product is unique and may have imperfections which contribute to their unicity.

Your online order product is damaged or something is wrong with your product?

Please take a picture and send it to us within 7 business days after reception at We will arrange a replacement / refund.

Please note that you bear the risk of damage of the products you have ordered when the product has been delivered to you. If the packaging appears to be damaged, please do not accept the shipment.

Because the products purchased via our online store are custom-made, they sometimes cannot be exchanged directly. Once the request is completed, if we do not have a similar item in stock, we will have to order a new product for you. Raoul & Simone aims to ship the replacement product according to the shipping terms. Refer to Shipping and Payments section for more details.

Raoul & Simone aims to pay the compensation within thirty (30) days after receiving the request, but the actual payment date may vary.