Help and Support
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FAQs
Our stock moves constantly, and we therefore recommend to add the pair of shoes to your favorites, and/or visiting the website to check if the shoe has come back in stock.
Returns with Rap are easy, since all orders are provided with their own return label through FEDEX, and we recommend customers to use the prepaid label for the convenience and extra security.
Place the pair of shoes that you want to return inside the original package, and stick the return label on the parcel, covering the shipping label. Thereafter you can drop the parcel of to a Fedex service point, or schedule a collection by calling Fedex or visiting www.fedex.com/pt
Please note, that the return label is prepaid, a fee of €6 will be deducted from the refund when the return has been registered at our storage in Portugal.
In regards to our policy it takes up to 5 – 10 business days until we receive customer’s returns back to our warehouse in Portugal.
Your refund will be processed in the original form of payment within 5 business days of us receiving your return.
A Return Refund Receipt is automatically send out via email, when the transaction has taken place, to the email address listed on your account.
Orders
Once the order is on its way to you, an unique tracking number is created. you will be sent an e-mail with the order number. From that point, you will be able to check your order status in the www.fedex.com, in the “Tracking” section.
No. Due to our efforts to ensure you receive your order as quickly and accurately as possible, we are unable to cancel or modify your order once it has been placed. We begin processing your order once it is received. If you no longer wish to have the item(s), we recommend using our easy return once the parcel has been received.
Delivery
At this time Fedex is our delivery partner and they deliver directly to your preferred delivery address. We remind you that in your customer file you can register more than one delivery address.
Due to security reasons, we unfortunately do not ship to PO Box addresses.
No, we do not offer Tax Free shopping. However, all taxes are already included in the price you see on our website.
No, all customs and import charges are included in the price of the order.
Free delivery on all orders
Returns with us are always easy and inside the parcel you’ll find a preprinted return label.
We deliver to the following countries:
Andorra
Austria
Belgium
Denmark ***Please note we do not send to Greenland or Faroe Islands.
Finland ***Please note we do not send to Åland.
France ***Please note we do not send to Corsica.
Germany
Greece
Gibraltar
Iceland
Ireland
Italy
Liechtenstein
Luxembourg
Monaco
Netherlands
Norway ***Please note we do not send to Svalbard.
Portugal
Spain ***Please note we do not send to Canary Islands, Balearic Islands, Ceuta or Melilla.
Sweden ***Please note we do not send to Åland.
Switzerland
United Kingdom ***Please note we do not send to The Hebrides, Isle of Man, Isles of Scilly, Shetland Islands or Channel Islands
Vatican
Returns & Claims
Please note although the return shipping label is prepaid a return handling fee of 6 Euros will be deducted per order.
You can register your return online in a few simple steps.
Log in to your account and access your personal area. Click on the menu “My Orders” Select the order, and afterwards the item(s) you wish to return and selcet the reason for the return.
Place the pair of shoes that you want to return inside the original package, and stick the return label on the parcel, covering the shipping label.
All returned items should be sent in their original packaging and condition, including tags, shoe box, internal box wrapping paper, flyers, etc.
Thereafter you can drop the parcel of to a Fedex service point, or schedule a collection by calling Fedex or visiting www.fedex.com/pt
It usually takes 5-10 working days (Mon-Fri) to receive and process your returned item(s) at our warehouse. You will receive a return receipt email when your return is being processed. This will contain information about the refund duration depending on your choice of payment.
In regards to our policy it takes up to 5-10 business days until we receive customer’s returns back to our warehouse in Portugal.
Your refund will be processed in the original form of payment within 5 business days of us receiving your return.
A Return Refund Receipt is automatically send out via email, when the transaction has taken place, to the email address listed on your account.
Please note: Return handling fee charges are non-refundable, so you will be refunded the full value of the returned items less the extra fees.
Please return the item to us using the prepaid return label in your package. When we receive your return a refund will be issued. Place a new order for the correct size and you will have your new item within 1-2 business days. If you exchange a size of the same item and colour, we will help you keep your discount, if there is any. Contact us with the order number of your new order and we will apply the discount afterwards.
We are sorry if you experience any issues with your new pair of RAP shoes!
1. Send us a brief description of how the damage or defect occurred. Please note that you should contact us as soon as you discover the defect.
2. To document the defect you must send 4-5 photos together with the description. The defect must be clear from at least one of the photos. Additionally, make sure that your photos show the entire product, from the front and back (with shoes, please include a photo of the soles).
3. Send the photos via e-mail to [email protected]
4. Please indicate the order number for the item, or attach a copy of the order confirmation / receipt.
5. After we receive your photos, we will handle your claim as soon as possible.
6. Once your claim is approved, we urge for you to return it to us as soon as possible, do not continue to use the item.
Payment
You can choose from paying with Paypal or with Debit/Credit card.
When placing an order, the full amount is reserved on your bank account by RAP. Payment is debited from your card only at the time of dispatch. Please remember that even if a payment is not authorised, some card issuers may still reserve the money, meaning you will not be able to access that amount of money for a short while.
Vouchers
Coupons codes are codes that can be used to obtain discounts. Discount codes are often used with different promotions. Make sure you receive the information about future promotions by signing up to our newsletter.
Please note! You can only use one discount code at a time.
1. Add the items you want to purchase in the shopping bag and go to “Checkout”.
2. Enter the discount code in the field that says “Coupon Code”.
3. Press “Apply Coupon” to add the Coupon code on your order. The coupon will not be applied until you have completed this step. If you can’t see the discount in your “Order summary”, please contact our customer service for assistance.
Please note! If you wish to complete your order later, you have to type in the code again.
Please note! Enter the code as it is shown. If you add a space between the letters, the code won’t be recognized.
Please note! You can only use one discount code at a time.
Coupon codes must be used during checkout, since there’s no way to apply the coupon code to your order after you checkout.
If a coupon code is applied to your original order, the discount is distributed on all of your items and the refund amount will be adjusted to reflect this. If you make a partial return, the value of the promotion code (for the returned product/s) is not transferred to the items you choose to keep. We do not re-issue a coupon code, even if you return the entire original order to us.
The coupon code must be applied by clicking the button “Aply Coupon” in the field named Coupon Code. Please make sure that the voucher is valid for your order in correspondance to order value etc.