Customer Service

If you are having problems placing an order or with an order you received please contact our Online Customer Service for assistance at shop@lainarauma.com.

Please allow up to 48 hours for a response to your inquiry. Emails sent during non-office hours will be handled on our next business day.

Some items are made to order so please allow 10-14 business days from order date for the item to be shipped.

Placing an Order

After you have added an item to your cart, you will be able to view your cart prior to checkout.  Here, you may review all items in your cart, update quantities, remove items or return to the product detail page.  Once you have reviewed the items in your cart, you may either continue shopping or proceed to checkout and place your order. 

Payment Options

All prices are listed in Standard US Dollars (USD). We accept Visa and MasterCard credit card payments. We do not accept personal checks, money orders or direct bank transfers. 

Sales Tax

Applicable sales tax 9% will be added to all purchases shipping to California. 

Verification and Shipping

When placing your order, please make sure that you use the billing address and contact information as it appears on your credit statement. In the event that your information does not match exactly what your credit card has on file, your order may be held pending verification.  This may require us to contact your directly.  When specifying shipping address information, be sure to check that the zip code, city and state are correct. If according to delivery service's records, this information does not match their records, we may have to contact you to update this information and this may delay your order. 

International Orders

We welcome and accept international orders and ship to most countries. Applicable duties that packages may incur are not included in our final shipping price and are the sole responsibility of the customer upon delivery. We will not be refunding your package if it goes unclaimed due to customs duties. We recommend USPS for all International Shipping as the shipping and customs fees are usually much lower. 

Be sure to verify the additional cost you may incur with the authorities of the country the order is being shipped to.

If you have any questions regarding the information above, please email shop@lainarauma.com.

Lost or Stolen Packages

If your package says "DELIVERED" but you did not receive your package, please notify us after 24 hours and within 7 days and contact your local post office or UPS to see if your package is being held. Most of the time, the carrier has marked your package delivered a little too early, in most cases it ends up being delivered within 24 hours. If you consider your package lost or stolen, please email us right away. We can provide you with all of the information we have to help you locate your package, including: tracking number, ship date and last known location. 

Laina Rauma Team will NOT contact any parcel service on your behalf. When the package leaves our facility, the customer assumes all responsibility for the package. Laina Rauma Team is NOT responsible for the refund or re-ship of any packages due to the following circumstances: 

- held or returned packages due to incorrect address or undeliverable.

- shipments lost at any point in the parcel process. 

- shipments stolen at any point in the parcel process. 

Returns & Exchanges

All returns must be pre-approved by Laina Rauma Designs LLC and received within fourteen (14) business days of authorization of the return. You have 7 days from the date the package is received to return or exchange an order (excluding any items bought on sale or lingerie & intimate wear as these are final sale). Please email the Customer Service Department and speak with the Returns Agent for more information. A Return Authorization is required for all returns. REFUNDS ARE NOT ISSUED UNLESS YOUR PRODUCT ARRIVES DAMAGED AND PHOTO PROOF IS SENT BEFORE RETURN. Laina Rauma Designs LLC must receive a returned product before a store credit will be issued. There is a processing & re-stocking fee of 20% on all returned products. The customer is responsible for shipping costs on returned products unless shipping costs are waived when the Return Authorization is approved.

Items approved for store credit or exchange must arrive in their original condition and will be inspected before approval. 

PLEASE MAKE NOTE AND READ IN THE PRODUCT DESCRIPTION, WHICH ITEMS ARE MADE TO ORDER, AS WELL AS LINGERIE & INTIMATE WEAR OR DISCOUNTED ITEMS AS THESE WILL BE FINAL SALE - NO EXCEPTIONS.

ALL SALE/DISCOUNTED ITEMS ARE FINAL SALE.

Please email shop@lainarauma.com if you have any questions or concerns.  

Items can be returned to the address below:

Laina Rauma - Returns
117 W 9th Street Unit #1209 
Los Angeles , CA, 90015 - United States 

WE RESERVE THE RIGHT TO REFUSE ANY REFUNDS OR EXCHANGES IF IT DOES NOT MEET THE REQUIREMENTS.

Shipping

When placing your order, please make sure that you use the billing address and contact information as it appears on your credit statement. In the event that your information does not match exactly what your credit card has on file, your order may be held pending verification.

All orders are processed and shipped within 5-7 business days. After an order is placed, if your order needs verification of payment, it can delay the processing of your order. This is just an estimate, and does not include weekends or holidays.

You will receive a shipping notification email that will notify you of your tracking number. Please allow 24-48 hours for the tracking to be updated. 

Tracking Your Order 

An order number will be provided to you once the order has been placed. A tracking code will be attached to this document and include the items in the order as well as the order number. This document will be provided to you within 24 hours. If you are unable to track your order, please contact shop@lainarauma.com for further assistance. 

Change or Cancel Your Order

If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes. Please contact customer care at shop@lainarauma.com.