Shipping Policy

1. Where we ship

We ship with SF Express and deliver only to the countries listed under Delivery by country, and within those countries only to the areas SF Express serves. Checkout checks your delivery address against the areas SF Express lists as not served, such as some islands and overseas territories, and does not accept an address in one of them.

If, after you order, the carrier cannot serve your address or the law does not allow us to ship there, we will contact you and, if we cannot deliver, refund you in full.

2. Production time

Our garments and accessories are made to order, so they have a production time before they ship. The estimated production time is shown on each product page and depends on the piece and the options you choose. Care products are not made to order: they ship within the time shown on their product page.

Production times are estimates given in business days. A business day is Monday to Friday, excluding public holidays and any closures we announce on the website. Production begins once your payment is complete.

Made to measure adds no production time. Its price is set out under Sizing and made to measure in our Terms of Sale.

Because production starts straight away, an order cannot be canceled or changed once it has been paid, as set out under Changes and cancellation in our Terms of Sale.

3. How shipping is charged

The shipping charge depends on the destination and on the weight of your parcel, including its packaging; a bulky parcel may be charged by its size instead. The charge is shown at checkout before you pay, in the currency you are paying in.

Each destination limits how much a parcel may weigh, and some limit how many items it may hold. An order above those limits is sent as several parcels, which may arrive on different days and have their own tracking numbers. The charge shown at checkout covers all of them.

We do not add import duties or taxes to your order at checkout. Duties, taxes and customs explains when they may still arise.

4. Dispatch and delivery

When your order is ready, each piece is checked and packed to protect the surface of the latex, then handed to SF Express. If your order contains pieces with different production times, we normally ship them together once the last piece is ready, unless we tell you otherwise.

Transit time depends on your destination, and customs clearance can add time. The estimate for each country is listed under Delivery by country. Transit times and delivery dates given by the carrier are estimates and are not guaranteed. A large order may be sent by another SF Express service, with a different delivery time; we will tell you if this applies to your order.

In your country, SF Express either delivers your parcel itself or hands it to a local delivery company for the final delivery. Tracking your order explains how to follow it and whom to contact.

On arrival, unpack your pieces promptly and store them as the care guide describes.

5. Delivery by country

The table below lists every country we deliver to. For each one it shows SF Express’s estimate of the time in transit after your order is dispatched, which does not include production time; the areas SF Express does not deliver to; and what happens to a parcel that cannot be delivered.

How to read the table:

• Not delivered to: we cannot deliver to these areas. Checkout checks your full address against SF Express’s list for your country, which can be longer than the table shows, and does not accept an address in a listed area. Where SF Express gives no complete list, we check your address before dispatch and contact you if we cannot deliver to it.
• Held 14 days or Held 10 days for re-delivery: if a parcel cannot be delivered, SF Express holds it for that many days from its notice to us, and we can arrange re-delivery during that time; see Parcels that cannot be delivered. Where the table says re-delivery may be possible, SF Express decides whether it can be arranged.
• Delivery attempts for 7 days, then held 7 days (Japan): the delivery company tries again for up to 7 days; the parcel is then held for 7 more days, during which it can be collected or re-delivered.
• No re-delivery: SF Express does not re-deliver a parcel in these countries or return it to us. Collect your parcel within the time stated on any notice the delivery company leaves.

6. Tracking your order

When your order ships, we email its tracking number to the email address you used at checkout, with a link to follow it on SF Express’s tracking page. If your order is sent as several parcels, each has its own tracking number.

You can check the status of your order at any time on the Track order page, using your order number and the email address you used at checkout. Signed-in customers also see their orders in their account.

SF Express’s tracking follows your parcel from dispatch to its arrival in your country. There, SF Express either delivers it itself or hands it to a local delivery company for the final delivery. That company is not fixed in advance, so please rely on the tracking details: they show whether and when your parcel has been handed over, and usually also the company’s name and the tracking number to use with that company.

Once your parcel has been handed to a local delivery company, contact that company directly with any question about its delivery, such as its progress, a delivery appointment, a collection point or a missed delivery. If your parcel is lost or damaged, or tracking shows it as delivered but you have not received it, report this to that company first and keep any reference it gives you, then tell us within the time limits under Lost or damaged parcels. If the tracking details do not show who is delivering your parcel, contact us and we will find out.

Before the handover, or if SF Express delivers your parcel itself, please contact us with any question about it and we will take it up with SF Express.

7. Duties, taxes and customs

Orders shipped across borders may be subject to import duties, taxes such as VAT or GST and customs fees in the destination country. We do not add these charges to the price you pay at checkout.

Import duties and taxes may nevertheless arise on your order, and the carrier or the customs authority may ask the recipient to pay them before or on delivery. Whether they arise depends on the destination, the value of the order and the customs authority’s assessment. If a large amount arises, we may contact you to agree how it is to be paid.

If you are asked to pay a charge you did not expect, please contact us before you pay it or refuse the parcel. A refused parcel is not returned to us; see Parcels that cannot be delivered.

8. Your shipping address

Enter a complete shipping address at checkout: your full name, country, street address, city, postcode where your country uses one and a phone number. SF Express or the local delivery company may use your phone number to arrange delivery. Checkout may suggest matching addresses as you type; please check any suggestion before you pay.

SF Express does not deliver to Amazon fulfillment centers, to PO boxes or military addresses (APO, FPO and DPO) in the United States, to BFPO addresses in the United Kingdom, or to CEDEX or military addresses in France. In France, the postcode must match the town.

An order placed without a complete shipping address is held for review, and we will contact you to complete it before anything ships. This may delay dispatch.

Please check your address carefully before you pay. We are not responsible for a parcel that cannot be delivered because the address given at checkout was incorrect or incomplete. If you notice a mistake, email us straight away with your order number. While the parcel has not been dispatched we will do what we can, but we cannot guarantee a correction.

We share your delivery details with SF Express and the local delivery companies it works with only to deliver your order and clear it through customs; see our Privacy Policy.

9. Delays

If we cannot make your order, we will tell you by email and refund you in full. If it will be ready substantially later than the time quoted, we will tell you by email and you may choose to wait or to receive a full refund, as set out under Production and delivery in our Terms of Sale.

Delays in transit or at customs are outside our control. Until your parcel is handed to a local delivery company, we will follow up a delay with SF Express for you; after the handover, please follow it up with that company, as described under Tracking your order.

10. Lost or damaged parcels

Whom to contact first depends on who has your parcel, which the tracking details show; see Tracking your order. Before the handover, or if SF Express delivers your parcel itself, contact us directly. After the handover, report the problem to the local delivery company first and keep any reference it gives you, then contact us.

Tell us if your parcel has not arrived by the end of the delivery time listed for your country under Delivery by country, counted from the day it was dispatched, or if its tracking has not changed for 7 business days. Please do so within 14 days of the end of that delivery time. If your parcel arrives damaged, tell us within 14 days of delivery. Please include:

• your order number
• a short description of the problem
• for damage, photographs of the outer packaging and of the item
• if your parcel had been handed to a local delivery company, that company’s name and any reference it gave you

If tracking shows your parcel as delivered but you have not received it, please check with neighbors and your building’s reception and look for a delivery notice. If a local delivery company delivered it, ask that company to investigate and keep any reference it gives you; if SF Express delivered it, we will ask SF Express to investigate. In either case, tell us within 14 days of the delivery date shown, without waiting for the findings. We will decide on a remedy based on the findings of SF Express or the local delivery company. This does not affect your statutory rights.

If the outer packaging is visibly damaged when the parcel arrives, please photograph it before you open it. Please keep the packaging until your claim is resolved. Where SF Express or the local delivery company confirms that a parcel was lost, or where a piece was damaged in transit, we will remake the piece or refund you.

If an item arrives faulty or is not what you ordered, see our Returns and Refunds policy.

11. Parcels that cannot be delivered

SF Express does not return parcels to us. If a parcel cannot be delivered, for example because it is refused or not collected, or because the address is incomplete or incorrect, what happens next depends on the destination, as shown under Delivery by country:

• Held for re-delivery: SF Express holds the parcel for 10 or 14 days from its notice to us. We will email you as soon as we receive that notice. If you reply in time with a complete address, we can arrange re-delivery once you have paid the re-delivery fee, which we tell you first. In the United States, re-delivery depends on SF Express and may not be available.
• Japan: the delivery company tries again for up to 7 days. The parcel is then held for 7 more days, during which it can be collected, or re-delivered once you have paid the fee, which we tell you first.
• No re-delivery: collect the parcel within the time stated on any notice the delivery company leaves. SF Express does not re-deliver it.

Whichever of these applies, if a local delivery company has your parcel, follow any notice it leaves and contact that company within the time it gives to arrange a collection or, where it offers one, another delivery.

A parcel that is not delivered, collected or re-delivered within the time allowed is disposed of by the carrier and cannot be recovered.

Because every item is final sale and our garments and accessories are made to order, an order that cannot be delivered for any of these reasons is not refunded, except where the law requires otherwise.

12. Contact us

For any question about shipping or an order, email support@raptclub.com with your order number, or use our contact page.

Once your parcel has been handed to a local delivery company, contact that company first, as described under Tracking your order.