Refund & Returns Policy

Because lingerie, nightwear and intimate accessories are worn close to the skin, every piece is hygiene-sealed and cannot be resold once it leaves us. For this reason all purchases on Ratia are final: we do not accept returns, we do not offer exchanges for size, colour or change of mind, and we do not issue refunds.

Please check the size guide and product details carefully before you order. If you are unsure of your size, write to us before placing your order and we will be glad to help.

If your order arrives damaged, with a manufacturing defect, or is not the item you ordered, we will send you a replacement of the same item at no cost. To be eligible:

• Write to us within 48 hours of delivery with your order number.
• Attach a continuous, unedited unboxing video of the sealed parcel being opened, plus clear photos of the issue.
• The item must be unworn, unwashed, with all tags and the hygiene seal intact, in its original packaging.

Once we verify the claim, we arrange pickup of the item and dispatch the replacement. If the same item is no longer available, we will offer a replacement of equal value or store credit for the amount paid. Claims raised after 48 hours, or without an unboxing video, cannot be accepted.

You may request a cancellation only before your order is dispatched, by writing to us with your order number. Once an order has been handed to our courier partner it cannot be cancelled.

For prepaid orders cancelled before dispatch, the amount paid is issued as store credit, valid for 12 months, which you can use on any future order.

If a parcel is refused at the door, or returned to us because the address was incorrect or the recipient could not be reached after the courier's delivery attempts, the order is treated as cancelled after dispatch and is not refundable. For prepaid orders we may, at our discretion, re-ship the parcel once the customer pays the shipping charges again.

Delivery charges, including Fast and Superfast delivery, are non-refundable in all cases.

For any order issue, write to ratia.connect@gmail.com with your order number. We reply within 1–2 working days.