Exchanges and Returns Policy for Dale Raine
Unfortunately, we don’t offer refunds, but you are welcome to do an exchange for un-customised options.
Effective Date: 22nd January 2025
At Dale Raine, we strive to provide high-quality, 100% cotton apparel. We are committed to ensuring your satisfaction with our products. If, for any reason, you are not satisfied, our Exchange and Returns Policy explains the process for returns and exchanges in a fair and transparent manner.
1. Eligibility for Returns
Please inspect your item/s once you have received it/them and notify us immediately should your item/s be damaged. The same applies for if you receive the incorrect item/s.
To be eligible for a return, please ensure that:
- The product is unused, unwashed, and in its original condition, including all tags and packaging.
- The return is initiated within 30 days of receiving the product.
- The product is not a custom or personalized item, as these are non-returnable unless defective.
We will gladly exchange a standard and un-customised product if you are unhappy with a size, colour or if a product is damaged on arrival (We are unable to exchange or refund custom embroidery options – so please ensure that the size and spelling are correct).
We will accept a return and replace an item if there is a fold, tear or mark on the item/s. If your item is damaged when you receive it, please notify us within 48 hours and return the product to us. Please note that returns and exchanges should be done within 7 days of receiving your order. All the courier costs (for returns and exchanges) will be for the customer’s account. For you to exchange or return an item, it needs to be in the same state in which you received it, unworn and unused.
Unfortunately, we do not do refunds, but you are welcome to exchange or request a Dale Raine voucher. We are a small business and need to protect ourselves. However, we promise to deliver you quality products.
Items with custom embroidery will unfortunately not be allowed to be exchanged so please ensure you choose the correct size and the embroidery spelling is correct. (You will be sent a proof to confirm before embroidery commences.)
2. Non-Returnable Items
The following items are not eligible for returns or refunds:
- Custom or personalized products.
- Items marked as final sale or clearance.
- Products damaged due to misuse or improper care.
3. Initiating a Return
To initiate a return, follow these steps:
- Contact our Customer Support team at hello@daleraine.co.za with the following details:
- Order number
- Product name(s) and quantity
- Reason for the return
- Supporting photos if the product is defective or damaged.
- Our team will review your request and respond within 2 business days with further instructions, including the return shipping address and Return Authorization (RA) number.
- Once approved, securely package the product(s) and include a copy of the original invoice and the RA number.
- Ship the return to the following address: Dale Raine Returns Department
18 President Swart Street,
Panorama, Cape Town,
7500, South Africa.
4. Return Shipping Costs
- The customer is responsible for return shipping costs unless the item is defective or incorrect due to our error.
- For defective or incorrect items, we will provide a prepaid return label.
5. Exchange Process
Once we receive and inspect your return, we will notify you via email regarding the status of your exchange or replacemnet. If approved, the it will be processed within 7-10 business days.
Please note:
- Shipping fees from the original order are non-refundable unless the excahnge is due to our error
6. Exchanges
We offer exchanges for:
- Products of the same value in a different size or color (subject to stock availability).
- Items found to be defective or damaged upon delivery.
To request an exchange, follow the steps outlined in the “Initiating a Return” section and indicate your desired replacement item.
7. Damaged or Defective Items
If you receive a damaged or defective item:
- Notify us within 2 days of receiving the product at hello@daleraine.co.za. The product should be returned within 7 days.
- Include photos of the damage or defect to expedite the process.
- We will replace the item free of charge.
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8. Contact Information
For any questions or concerns regarding our Refunds and Returns Policy, please contact us:
- Email: hello@daleraine.co.za
- Address: 18 President Swart Street, Panorama, Cape Town, 7500, South Africa.
We are committed to providing a seamless and fair returns experience for all our customers. Thank you for choosing Dale Raine for your wardrobe essentials!
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Lead time
We do our best to get your orders to you as soon as possible. Please allow 14 days of grace for items to be made up once an order is placed. Courier in Cape Town takes 2 to 3 days and to other main cities/areas 4 to 5 days. Outlying areas will take 5 to 7 days.
Shipping Options
We offer nationwide shipping – the courier fees are calculated at checkout. We also offer an option to collect from Panorama, Cape Town.