Frequently Asked Questions (FAQ)
Which size do I choose for my child´s clothes?
Just go to our size guides, available on our home page. There you will find the sizes by brand. Furthermore, you will find detailed measurements of each garment in the description of the garment on our product pages. This enables you to verify whether a specific garment fits your child. Please beware that if you measure, for example, 40 cm chest, 40 cm waist and 40 cm hips, the clothes you order should be larger than 40 cm on these measurements. Clothes that are 40 cm at chest, waist and hips will be too narrow.
Are the colors of the clothes on the webshop always identical to the colors of the clothes supplied?
The colors on the pictures of the clothes that you see on the screen may slightly differ from the actual colors of the product itself. This depends partly on your screen and your display settings. Even on the best screens, the colors of the picture will look slightly different than, for example, the colors of a print of the picture or of the product itself. For that reason our product description is specific. If you have any doubt however, please do not hesitate to call us at +41 79 534 53 96 / +41 79 558 56 41 or to mail us at firstname.lastname@example.org.
Despite the attention we pay to the description of the colors of the clothes, the colors of the clothes you ordered may turn out to be different than you expected. In such case you have the right to return the clothes within 15 working days after receipt of the clothes. Please refer to the paragraph on the “right to return” in our general terms and conditions.
How do I know if the products are available or not in stock?
Product availability depends on the current stock of Raphiflo or of our suppliers. The availability of a product is mentioned on the page of the relevant product and in the shopping-cart summary. Availability can, however, vary on a given day depending on the level of sales. If Raphiflo cannot obtain an ordered product from its suppliers, we will inform you as soon as possible.
What if I want to offer my order as a gift?
Via the “sign in” button at the top of the homepage you must create an account or sign in if you are already registered. If you tick the “my addresses” button in “my account” you can simply add the address you want to ship your gift to by ticking the button “add a new address”. Then choose the product that you want to offer as a gift and add it to your cart. Proceed to payment. You can choose a delivery address from the list in step 3 of the order process. Do not forget to also choose the correct billing address. In step 4 of the order process you can tick the box “gift” and you can add a note to the gift if you like. Proceed to payment and choose your payment method.
Can I cancel my order?
After you have ordered and paid for your product you cannot cancel your order. In exceptional circumstances we can cancel orders. Please contact us as soon as possible after placing the order should you want to cancel.
What forms of payment does Raphiflo accept?
Raphiflo allows you to pay online with SOFORT banking (your own online banking details), PayPal (Visa, MasterCard, PayPal account), and by bank transfer.
How can I track my order delivery?
Once your product is shipped, you will receive a track & trace code from Raphiflo. Track & trace allows you to follow your order at any moment, from its departure from our warehouse to its delivery to the address that you indicated.
What happens if nobody is there to receive the parcel, for example when I am not at home?
If there is no one at your house, Swiss Post will leave a delivery notice in your mailbox, which will enable you to collect your parcel at the specified Swiss Post Office. The parcel is held at the Post Office for 7 calendar days. If the parcel is not collected within this period, it will be returned to Raphiflo. We will contact you upon receipt.
I forgot my password. What should I do?
Click on “sign in” or on “my account”, and “forgot your password?”. Then simply insert your email address and we will send you a new password.