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Personalised by you. Crafted by hand.

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Frequently asked questions

Can we customise our products?

Yes! We offer personalisation with names or initials, allowing you to make your Raya towels uniquely yours.

What quality of towel do you use?

Our towels are crafted from 100% pure cotton at 650 GSM, offering a luxurious balance of softness, absorbency, and comfort. They are exceptionally plush, highly absorbent, and designed to feel indulgent with every use.

How do I care for my Raya towels?

Machine wash gently with similar colours using a mild detergent. Avoid bleach and harsh chemicals to help preserve the softness, colour, and detailing of your towels.

What is the return & exchange policy?

We take great care to ensure that every Raya product reaches you in perfect condition. However, returns or exchanges are not accepted for change of mind, colour preference, or personal preference.

Customized Products

Products customized with a name, initials, or any other personalization are strictly non-returnable, non-exchangeable, and non-cancellable.

Once a customized order is placed, it goes into processing and cannot be modified or cancelled.

Defective, Damaged or Incorrect Products

The only exception to our return/exchange policy is in the case of a product that is received defective, damaged, or incorrect.

To be eligible:

1. The issue must be reported to our customer care team in writing within 24 hours of delivery.
2. The product must be unused and unwashed, and returned in its original condition.
3. All original tags, labels, packaging, and accessories must be intact.
4. Customers are requested to record an unboxing video at the time of opening the package. This may be required to assist us in assessing any damage, defect, or incorrect item received.
5. The product must be made available for inspection, and the issue must be verified by the Raya by the House of Namya team or an authorized representative.
6. In case an incorrect, defective, or damaged product is verified and approved by our team, Raya will arrange an appropriate replacement or exchange, subject to product availability.

Return/exchange requests that do not meet the above conditions may not be accepted.

Important Note

We strongly recommend that customers check their order carefully at the time of delivery and report any damage, defect, or incorrect item within the stipulated 24-hour period.

Customers are also encouraged to retain the original packaging until the order has been checked and accepted.

Raya by the House of Namya reserves the right to assess and approve return or exchange requests based on the conditions mentioned in this policy.

Return & Exchange Queries

For any return, exchange, damaged, defective, incorrect-order, or other order-related concerns, please write to us at:

namya@rayahouse.in

Please include your order number, contact details, photographs/videos of the product, and a brief description of the issue so that our team can assist you promptly.

What is your cancellation policy?

Products purchased during a sale, promotional offer, or at a discounted price are generally not eligible for return or exchange, unless the product is received defective, damaged, or incorrect and the issue is verified and approved by our team.

Non-Cancellable Orders

• Orders containing customization, including names or initials, are strictly non-cancellable.
• Once a customized order is placed, it will be processed without exception.
• Orders that have already been dispatched cannot be cancelled.

For eligible cancellation requests, please contact our customer care team with your order number and registered contact details.

When will I get my order & shipping policy?

At Raya by the House of Namya, every order is carefully prepared and packed before dispatch.

• Standard Orders: Orders are generally dispatched within 7–10 working days from the date of order confirmation.
• Made-to-Order Pieces: Made-to-order products may take 7–15 working days to be dispatched, as they are prepared especially for you.
• In case of any unexpected delay, our team will keep you informed.
• Once your order has been dispatched, you will receive the relevant tracking details.
• Customers can track the status of their order through the “Track Your Order” section on our website.
• Delivery timelines after dispatch may vary depending on the delivery location and courier partner.

How i can get Refund?

Refund Policy

Raya does not offer refunds for change of mind, personal preference, or other reasons outside the approved return/exchange conditions.

Where a refund is specifically approved by Raya in exceptional circumstances, the refund will be processed to the original mode of payment. Processing times may vary depending on the payment provider or bank.

Sale & Discounted Products

Products purchased during a sale, promotional offer, or at a discounted price are generally not eligible for return or exchange, unless the product is received defective, damaged, or incorrect and the issue is verified and approved by our team.

Do you ship internationally?

For international orders, delivery timelines may vary depending on the destination country, customs clearance, and courier partner.

Any customs duties, import taxes, or other charges applicable in the destination country will be borne by the customer unless otherwise specified at the time of purchase.

International orders are subject to the same return, exchange, and cancellation conditions stated above, unless otherwise specified.

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Contact: +91 98710 31132

Email: namya@rayahouse.in

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