Return & Exchange Policy
Returns:
Please submit your return request at our return portal: https://rainsisters.loopreturns.com/
If you have received our coat, but it doesn't meet your expectations, you can return it. Our refund policy lasts for 21 days after you have received the parcel. In this time period you have to let us know you are returning (by submitting a return request at our return portal) and ship out the parcel using our provided return label (or any other tracked service, see section "Return shipping" below). We don't expect to receive the actual parcel in this time period. If 21 days have gone by and you haven't shipped out the parcel, unfortunately we can’t offer you a refund or exchange.
Should you encounter any challenges in returning the coat within the specified 21-day timeframe, please promptly notify us. We are committed to providing assistance and, upon request, will consider extending the return window to accommodate unforeseen circumstances.
In the event of a coat return is shipped out beyond the initial 21-day period, only store credit will be issued, reflecting the original purchase amount.
To be eligible for a return, your item must be unused and in the same condition that you received it.
To complete your return, we require a receipt or proof of purchase.
Return outcome options at return portal:
RainSisters return portal is powered by Loop Returns and offers the following choices for the return:
* return for refund - refund is processed to original payment method after the return has been received and inspected, please see "Refunds" section below for more information
* return for store credit - a RainSisters gift card is created and sent to your email after the return has been received and inspected, and it can be used on RainSisters webshop by you or gifted to someone
* return for exchange ('send my exchange after I return') - exchange is processed after the return has been received and inspected and subject to availability of the selected item after return has been inspected, please see "Exchanges" section below for more information
* instant exchange - to speed up the exchange process and to ensure availability of your selected item, we suggest instant exchange. Funds are reserved on your credit card (via Stripe), exchange item is shipped right away, and reservation is released from your credit card after the return has been received and inspected.
Deductions and partial refunds:
There are certain situations where only partial refunds are granted:
* 10EUR is deducted when using our provided return label and returning for refund. If you require us to provide a return label from another shipping company, we'll deduct the shipping cost difference as compared to our usual cost of return.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error or shipping accidents. In case we receive coat with stains, we keep the right to delay the refund until cleaning attempt is finished, and can withhold cleaning cost from the refund: 10€ for successful cleaning, 50% of the coat's price in case the spot is not possible to clean out.
* Please return the coat in its original packaging. Failure to do so may result in a larger deduction, depending on the shipping cost difference as compared to our usual cost of return.
* Custom-made coats (see below).
When exchanging the item for another, the back and forth shipping with our provided return label is free. However, we retain rights to require additional payment in cases mentioned above: if the returned coat is not in its original condition, or if the return shipping cost is larger than usual due to other packaging or shipping company used.
Return shipping:
Please submit your return request at our return portal: https://rainsisters.loopreturns.com/
With return label provided by us:
Your return label will be available in the return portal or will be sent to you in email. Print the label and contact your local DHL Express to organize a pick-up or drop-off. Please be aware that drop-off is only available at 'DHL Express' locations, and other DHL/partner locations might not be able to scan your label.
The return label will expire 21 days after you have received the order.
If you receive a refund, part of the cost of return shipping (10EUR) will be deducted from your refund.
Please return the coat in its original packaging. Failure to do so may result in a deduction of more than 10EUR from the refund amount, depending on the actual shipping costs.
Alternative return shipping options, paid by you:
Alternatively, you can mail your product to: SIA "Rain Sisters", Zaļumu iela 2a, Garupe, Carnikavas nov., LATVIA, LV-2163 (please, add phone number +371 29 396 394).
You should consider using a trackable shipping service or purchasing shipping insurance as otherwise we cannot guarantee that we will receive your returned item. In this case you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Please make sure that we can identify your returned coat - you can keep the original shipping label on the parcel (so that the original order number is visible), or you can include a note in the box with your name and order number. The best is if you send us an email to info@rainsisters.com and inform about the tracking number for the return.
Depending on where you live, the time it may take for your return to reach us may vary - it takes up to one week when using the DHL return label, and it might be 2 to 6 weeks when using the post.
Refunds:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Please see the Returns section above for the standard deductions and partial refund rules.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a week (and it might take some time for the funds to arrive in your credit card account).
Volume discounts might be reversed at partial refunds if the discount is not applicable for the remaining purchase.
Late or missing refunds:
We send an email when refund is processed on our end. However, it may take some time before your refund is officially posted to your credit card account.
If you haven’t received a refund yet, first check your bank account again and then contact your credit card company / bank / financial institutionto trace the status of your refund.
If you’ve done all of this and you still have not received your refund yet or if you haven't received the 'refund processed' email from us within 10 days after your returned parcel has been delivered to us, please contact us at info@rainsisters.com.
Return for store credit
If you have selected store credit as refund option, a RainSisters gift card is created and sent to your email after the return has been received and inspected. The gift card can be used on RainSisters webshop by you or gifted to someone. Gift cards have no expiration date. Gift cards don't have to be used in full amount at once. Several gift cards can be used to fully or partially cover the order value.
Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be e-mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Exchanges:
Please submit your return request at our return portal: https://rainsisters.loopreturns.com/
When exchanging the item for another, the back and forth shipping is free. However, we retain rights to require additional payment in cases mentioned above under "Deductions and partial refunds": if the returned coat is not in its original condition, or if the return shipping cost is larger than usual due to other packaging used (when using our provided return label).
Please see section "Return shipping" above for more information on how to return your product to us.
Return for exchange
If you have selected the "send my exchange after I return" option, exchange is processed after the return has been received and inspected. We cannot guarrantee that the item will be available at that moment, and might reach out to you to agree on alternative scenarios (other product/size that is available, store credit or refund when eligible).
This option is not available during SALE periods to ensure best customer experience - as there are large volume of orders and potential processing delays.
Instant exchange
If you want to speed up the exchange process and/or you would like to ensure availability of your selected item, we suggest instant exchange option. Funds are reserved on your credit card (via Stripe), exchange item is shipped right away, and reservation is released from your credit card after the return has been received and inspected.
Alternatively (and if you prefer a different payment method), you can order a new coat and we'll refund the first order once we have received the returned coat back from you.
Returns and refunds of custom-made pieces:
Custom orders have been discontinued since 2023.
A coat is considered custom-made if one or more of the following are true: you have sent your measurements; the coat isn't one of the standard sizes we offer; the coat isn't one of the standard models we offer (you have chosen different coat fabric print); we have informed you about the price and shipping time.
If the coat is custom-made for you but you are not fully satisfied when receiving your order, you can return it, but we keep the rights to only refund 50% of the total order price.