Last updated: October 31, 2026
Every Rafaiel piece is made to order in our New York studio. Because of this, we offer exchanges rather than change-of-mind refunds. This policy explains how exchanges work and what happens if an item arrives faulty.
Exchanges
- You can request an exchange within 14 days of delivery.
- Items must be unworn, unwashed and unaltered, with all original tags attached.
- Exchanges within the United States are free. We email you a prepaid UPS return label.
- International exchanges are not available.
- Sale and final-sale items cannot be returned or exchanged.
How to request an exchange
- Contact us: email [email protected] or call (917) 727-0772 with your order number and the item and size or color you would like instead.
- We confirm eligibility and send a prepaid UPS return label.
- Send the item to our studio:
Rafaiel LLC (Rafaiel Knitwear)
43-01 22nd Street, Suite 315
Long Island City, NY 11101
United States
Replacement pieces are made to order and usually take 1 to 3 weeks to prepare before they ship. If a replacement is not available, we issue store credit for the price you paid for the item.
Faulty or incorrect items
If your item arrives damaged, faulty or not as described, please contact us as soon as possible after delivery with your order number and photos. We will send you a prepaid return label and refund the price of the item to your original payment method.
Cancellations
Because each piece is made to order and paid for in full when you order, orders cannot be cancelled for a refund once they are placed. If you need to cancel, contact us as soon as possible and we will offer store credit instead.
Refunds
Approved refunds are issued to your original payment method. Your bank may take a few business days to post the credit.
Your rights
Nothing in this policy limits rights you have under applicable consumer law.
Questions
Please email [email protected] or call (917) 727-0772. See also our Shipping Policy and Terms of Service.
