Frequently Asked Questions (FAQ)

Below you will find answers to the most common questions about our products, shipping, returns, and ordering process. If you cannot find the information you are looking for, please feel free to reach out to our support team.

General Information

What kind of products does Rafzar sell?

We specialize in high-quality outerwear. Our current collections feature a curated selection of trench coats and puffer coats designed for style, comfort, and durability.

Where is your business located?

Rafzar is operated by Knitz & Leather, and our primary business office is located at 1453 Grant Ave, San Francisco, CA 94133, United States.

How can I contact customer support?

You can reach us by email at support@rafzar.shop or by phone at +1 (415) 583-3926. Our customer support team is available Monday through Saturday from 12:00 AM to 06:00 PM (Pacific Standard Time). We aim to respond to all inquiries within 24 hours.

Ordering and Payment

What payment methods do you accept?

We accept all major credit and debit cards through our secure checkout process. This includes Visa, Mastercard, American Express, Discover, JCB, and Diners Club.

Can I cancel or modify my order after placing it?

If you need to cancel or make changes to your order, please contact us immediately. Our order cut-off time is 5:00 PM (PST), and we process orders quickly (within 1–2 business days). If your package has not yet been dispatched, we will gladly accommodate your request. Once the order has been handed over to the shipping carrier, it cannot be canceled or modified.

Is my payment information secure?

Yes. All transactions are securely processed through encrypted payment gateways. We do not store your full credit card details on our internal servers.

Shipping and Delivery

Where do you ship?

We currently offer shipping to delivery addresses within the United States. We do not offer international shipping at this time.

How much does shipping cost?

Shipping is completely free for all orders delivered within the United States.

How long will it take to receive my order?

Our total estimated delivery time is 5–8 business days. This includes:

Processing Time: 1–2 business days to prepare and pack your order.
Transit Time: 4–6 business days for the carrier (FedEx, UPS, or USPS) to deliver your package.

Can I change my shipping address after placing an order?

If you realize you have entered the wrong address, please email us immediately. We can update your shipping information as long as the order has not left our facility. Once the package is with the carrier, we are unable to change the destination.

What happens if my package is delayed or arrives damaged?

While we work with reliable carriers, transit delays or damage can occasionally happen. If your tracking shows a delayed package, or if your coat arrives damaged, please contact us at support@rafzar.shop with your order number and clear photos of any damage. We will investigate the issue and make it right.

Returns and Refunds

What is your return policy?

We accept returns and exchanges within 30 days of delivery. To be eligible, the trench coat or puffer coat must be in new, unworn condition with all original tags still attached.

Are returns free?

No, customers are responsible for covering the cost of return shipping. We recommend using a trackable shipping service when sending items back to us. We do not charge any restocking fees.

How do I start a return or an exchange?

To initiate a return or exchange, please email support@rafzar.shop with your order number and the name of the item you wish to send back. Our team will verify your eligibility and provide you with the return mailing address and instructions.

What if I receive the wrong item or a defective product?

If we made a mistake with your order or if you receive a defective coat, please contact us right away with your order number and a photo of the issue. We will work with you to resolve the problem promptly through a replacement or a refund.

How long does it take to process a refund?

Once we receive and inspect your returned item, we will process your refund within 7 business days. The funds will be credited back to your original payment method. Please note that it may take a few additional days for your bank or credit card company to post the transaction to your account.