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Returns

Thanksgiving and Black Friday Customer Service

Thanksgiving

Phone and Chat support will not be available from 8am to 6pm CST s our US team celebrates Thanksgiving.

Black Friday

This Black Friday, we’ll be closing our Clubhouses and Customer Service lines for the day as we join the Rapha Foundation’s riding challenge to ride one million kilometres and help us donate 1,000 bikes to those who need them most.

Since we’re not going on sale instore or online, we’ll be closing our Clubhouses and Customer Service lines for the day so you’ll be in good company as our staff members join you and the rest of the Rapha Foundation community out on the road. Spread the word, let your friends know about the ride using #RaphaBlackFridayRide and help us raise as much money as possible for World Bicycle Relief. Phone Lines will reopen Monday.

Policy

If you are not 100% satisfied with your purchase, return it within 90 days of receipt and in saleable condition for a refund or like-for-like exchange.

Returns are only accepted online for products purchased directly from rapha.cc. If you have purchased from a Rapha Clubhouse or a Rapha retail partner then they must also arrange your return or exchange.

If on receipt of your product you are uncertain about your purchase, please keep your item in the original packaging until you have decided whether or not you wish to keep it.

All returns for refund or exchange should be both unwashed and unworn.

Please ensure the return order is well packaged and protected from damage in transit.

Gifted products can only be refunded to the original purchaser. Alternatively, a credit note can be provided to the gift recipient. Gift exchanges will only show on the order history of the original purchaser.

All gift cards are non-refundable.

Faulty Goods

Rapha is committed to product excellence, and stands behind the quality of the products it produces. From time-to-time manufacturing faults can and do occur. If you think your product has a suffered a manufacturing fault, please contact us. Items that are damaged as a result of excessive or long term usage are not considered faulty. Returned items that have been worn should be laundered before return. Receipt of unwashed garments may result in your product being returned to sender.

Process

Returns for online orders are split into 2 processes - orders placed using a Registered Account , and orders placed using a Guest Account .

How to make a return for Registered Account Holders

*for returns for orders placed using ‘Guest Checkout’, please scroll down to the Guest Returns section below.

To make a return login and visit your account page , click on order history and select the appropriate order. Click “Return this item” and complete the web form to let us know which products you will be returning. Once complete, follow the on screen instructions, print a copy of the return slip to enclose in your returns package and place and complete the relevant shipping label on the outside of your package. If there is anything else you feel Rapha should know please write legibly on the returns slip.

Once you have created your return request in your account, as above, you will be presented with a free return shipping label via our local carrier. These methods are described in the section below Posting your return back to us.

How to make a return for Guests to rapha.cc

If you completed your purchase via our guest checkout, please fill out the below form.

We will then follow up with an email on how to package and send your product to us free-of-charge.

Posting your return back to us

For USA returns please use the prepaid FedEx label supplied with your order. Please note if you choose not to use the free returns service, any postage/shipping costs will not be refunded and we cannot take responsibility for any loss or damage caused by independent carriers. If you no longer have the supplied FedEx return label, please contact usa@rapha.cc for a replacement label. We recommend recording the tracking number from your return label, as that information will be required should you have any questions about your return status.

If you do have any enquiries about your return once it has been posted, email usa@rapha.cc. Please include the date the item was posted, the name it was sent under, the original order number, and the return label tracking number.

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