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Frequently Asked Questions

Orders

  • How long does it take to process my order?
  • How can I track my order?
    • We’ll send you a confirmation email with your tracking number when your order is on its way.
  • Can I change or cancel my order?
    • If your order hasn’t shipped yet we may be able to change or cancel your order. Please contact us at customerservice@ravenandlily.com as soon as possible so that we can assist you.
  • I want to place an order but the item is out of stock. What should I do? 
    • There’s a button for that! If the item you’ve got your eye on is sold out, you can click on the ‘notify me when available’ button and we’ll let you know when it’s back in stock. Alternatively, we’re always happy to hear from you at customerservice@ravenandlily.com. 
  • How can I order a gift card?
    • Gift cards can be purchased here. Please note that all gift cards will be emailed directly to the person who purchases the card. You can then print the gift card or forward it directly to the recipient.
  • Can I place an order using my gift card?
    • Of course! All you need to do is enter your gift card code at the check out when prompted. 
  • Can I add a gift receipt, wrap or note to my order? 
    • Unfortunately we cannot gift wrap your order but all of our items are neatly packaged in kraft paper or a recycled jewelry box. The packing slip does not include any prices and we will gladly include a gift note with your order. Gift messages can be entered in the ‘special instructions’ box upon checkout.

Returns & Exchanges

  • What is your return policy?
    • Changed your mind? Full price items may be returned for free within 14 days of delivery. We’re happy to refund items returned to us in their original condition with tags attached. Unfortunately, we cannot refund final sale items or gift cards.
  • How do I make a return?
    • To start a return, please check you meet our requirements above before getting in touch.
  • How long does it take to process my return?
    • Please allow up to two weeks for your return to be processed. Once we have received your return, we will refund the original form of payment or issue you with store credit, depending on your preference.
  • What is your exchange policy?
    • Full price items may be exchanged within 14 days of delivery. We’re happy to exchange items returned to us in their original condition with tags attached. Unfortunately, we cannot exchange final sale items or gift cards.
  • How do I make an exchange?
    • To make an exchange, please check you meet our requirements above before getting in touch

Care & Repairs 

  • Do you offer a repair service?
  • Do you have a care guide?
    • We use natural and sustainable materials that are designed to last and grow more beautiful with age. Find out how to keep them looking their best by following our care guidelines here.

Shipping & Delivery 

  • Where do you ship from? 
    • We ship all of our orders from Austin, TX.
  • Where do you ship to?
    • We ship within the United States and to most countries around the world.
  • How much does shipping cost?
    • Standard shipping for the United States is $6.95. We also offer expedited shipping ($20), next day shipping ($30), and same day delivery for our Austin customers ($15). 
    • When will my order arrive?
      • Processing your order takes 1-2 business days. Once it’s on its way we’ll send you a confirmation email with your tracking number. You can choose from the following domestic shipping options at check out:
          • Standard Shipping – please allow 5-6 business days for shipping
          • Expedited Shipping – please allow 2-4 business days for shipping
          • Next Day Shipping – please allow 1-2 business days for shipping
      • In addition to this, we also offer same day delivery for orders placed in the local Austin area when you order by noon (Monday-Friday).
    • Do you offer international shipping?
      • We ship with DHL and offer a range of options - choose your preferred shipping priority at checkout.
      • Please note that prices listed on our site do not include international taxes, customs or duties. Once your order has shipped, the carrier will bill you directly. Raven + Lily is not responsible for taxes, customs or duties for orders shipped outside the United States.
    • Can you expedite my order? 
      • Please choose Expedited Delivery or Next Day at check out for delivery within 2-4 business days. Next Day applies to domestic shipping options only.
      • Is a signature required for delivery?
          • Domestic deliveries do not usually require a signature. Most international deliveries will require a signature.
          • Why haven’t I received my order?
            • We’ll send you a confirmation email with your tracking number when your order is on its way. Please see above for estimated delivery times. If your order has been marked as delivered but has not yet arrived please contact customerservice@ravenandlily.com.
          • My order has arrived damaged or incomplete. What can I do?
            • Please contact us at customerservice@ravenandlily.com so we can help.

          About the Brand

          • Why should I buy from Raven + Lily?
            • A certified B-corporation and a member of the Fair Trade Federation, we are committed to responsible production and celebrate all cultures and differences in lived experience.
            • We believe in championing women from all backgrounds and cultures and ensure they are involved in every aspect of our business, whether at board and executive level, in design and development, or sourcing and production.
            • Our global network of skilled artisan partners use regionally sourced, natural and sustainable materials to bring our designs to life. Craftsmanship lies at the heart of everything we do, and we are proud to help preserve local crafts in communities around the world.
            • We favor longevity over fleeting trends. We want you to feel comfortable, capable, and at ease with Raven + Lily. Visit our About Us page to find out more. 
            • Where are you located?
              • Based in Austin, Texas, we are surrounded by an abundance of verdant hills, sparkling lakes, lush vegetation, big skies, and endless vistas which provide plenty of scope for our imagination.
            • Do you have a retail store?
              • We do not currently have a brick + mortar store but you can shop a select edit of our collection at the Neighborhood Goods store in Austin at 1007 S Congress Ave, Unit 120, Austin, TX 78704.
            • Where can I find more information on your commitments?
              • Check out our By the Numbers page to find out how we honor our commitments as a women-led and socially conscious brand. Named by Remake as one of 10 brands ‘leading the way’ with our sustainability efforts in the fashion industry, we have always advocated for a responsible approach to design and production.