F A Q
01. What products do you sell?
We sell hats through ravelcna.com. Our products are carefully selected for everyday wear, sunny weather, casual looks, and a variety of daily occasions.
02. Where is your company based?
ravelcna.com is operated by SMARTLINK INNOTECH LIMITED, a Europe-based company. Our company address is RM03, 24/F, HO KING COMM CTR, 2-16 FAYUEN ST, MONG KOK, HONG KONG. If you need help with an order, payment, shipping, return, or refund, you may contact us at [email protected].
03. Do you ship worldwide?
Yes. We provide worldwide shipping to most available countries and regions. Our shipping coverage includes Europe and destinations outside Europe, subject to carrier availability, local delivery conditions, and destination restrictions.
04. How long does order processing take?
Orders are usually processed within 1–4 business days after successful payment confirmation. Business days do not include Saturdays, Sundays, or public holidays. Processing may take longer during peak seasons, payment review, address verification, or high order volume.
05. How long does shipping take?
Orders within Europe usually arrive within 5–10 business days after dispatch. Orders outside Europe usually arrive within 8–20 business days after dispatch, depending on the destination country, customs clearance, carrier handling, and local delivery conditions. Delivery times are estimates only.
06. How much does shipping cost?
Standard shipping is €6.99 for European orders. Standard shipping is €16.99 for destinations outside Europe. The final shipping fee shown at checkout is the shipping cost that applies to your order.
07. Do you offer free shipping?
Free standard shipping is available only for European orders with a qualifying order value of €89.00 or more. Free shipping is not available for destinations outside Europe unless a special offer is clearly shown at checkout.
08. Which carriers do you use?
We work with international and regional logistics providers. Depending on the destination and delivery route, carriers may include DHL, UPS, FedEx, DPD, GLS, Royal Mail, USPS, Canada Post, Australia Post, local postal services, and regional last-mile delivery providers.
09. Will I receive tracking information?
Yes. After your order has shipped, tracking information will be sent to the email address provided at checkout. Tracking updates may take 48–72 hours to appear after the package is handed to the carrier.
10. Will I need to sign for my package?
Some packages may require a signature upon delivery depending on the destination, carrier policy, order value, or local delivery rules. If delivery is missed or the package is not collected from a pickup point, additional shipping or reshipping fees may apply.
11. Do I need to pay customs duties or import taxes?
Orders shipped outside Europe may be subject to customs duties, VAT, GST, import taxes, brokerage fees, or other charges required by the destination country or region. These charges are usually the customer’s responsibility unless clearly shown otherwise at checkout.
12. What should I do if my package arrives damaged?
If your package arrives damaged, missing items, or with an incorrect product, please contact us at [email protected] within 48 hours after delivery. Include your order number, photos of the outer package, shipping label, product, damaged area, and any related details so we can review the issue.
13. What is your return window?
Customers may request a return within 30 days of receiving the order. Please contact us at [email protected] before sending any item back. Returns sent without approval or to the wrong address may be delayed or refused.
14. What condition must returned hats be in?
Returned hats must be unused, clean, undamaged, and in resalable condition. Hats must be free from sweat marks, makeup stains, perfume, smoke odor, hair products, pet hair, dirt, visible wear, deformation, broken brims, crushed crowns, or hygiene concerns. Tags, labels, accessories, inserts, and original packaging should be returned whenever applicable.
15. Who pays for return shipping?
If the return is caused by customer preference, such as wrong size selection, change of mind, color preference, style preference, or no longer needing the item, the customer is responsible for return shipping costs. If the return is caused by our error, such as wrong item, defective item, or item damaged before delivery, SMARTLINK INNOTECH LIMITED may cover the return shipping cost after review and approval.
16. How long does a refund take?
Approved refunds are usually processed within 7 business days after return inspection, approval, or confirmation of an eligible issue. Refunds are issued to the original payment method used at checkout. Banks, card issuers, PayPal, Klarna, Stripe, or other payment providers may require additional time to post the refunded amount.
17. What payment methods do you accept?
Available payment methods may include Visa, Mastercard, American Express, Discover, Klarna, Apple Pay, Google Pay, and PayPal, as shown at checkout. Payment options may vary depending on customer location, device, browser, and provider availability.
18. Is my payment and personal information secure?
Yes. Payments may be processed by secure third-party providers such as Stripe, PayPal, and Klarna. SMARTLINK INNOTECH LIMITED does not store customers’ full card numbers, CVV codes, PayPal login details, Klarna login details, or complete payment credentials. We may use SSL/TLS encryption, secure checkout pages, tokenized payment processing, fraud monitoring, access controls, and other reasonable security measures to protect customer information.