Question 1

What does pre-order mean?

Accepted Answer

Our pre-order model, is when you place an order for an item before it has been fully produced. Each pre-order item has an estimated readiness timeline listed on its product page.

We begin processing and production after your order is confirmed, because each item is made specifically for you, pre-orders may take longer than standard retail purchases. This is also why returns, refunds, and deposits are handled according to our pre-order process. This approach is unique to PETRA RAISSA, ensuring our process aligns with responsible, slow fashion.

Question 2

Why is there a non-refundable deposit?

Accepted Answer

As a small brand, processing your order involves upfront costs. The deposit allows us to produce your order without absorbing the imbalance between input and output - something we simply cannot sustain as a independent operation.

This system ensures we can continue producing high-quality, made-to-order pieces while reducing waste, safeguarding our ability to produce future orders and protecting the sustainability of our process.

Question 3

Explain total price, deposit and counterbalance?

Accepted Answer

The total price reflects the full value of an item, charged in full at checkout.

For certain items, the total price is split into two parts:
 • a non-refundable deposit
 • and a counterbalance

Both the deposit and the counterbalance together make up the total price.
The deposit portion covers upfront costs related to producing the item. Once an order is placed, the deposit is not eligible for refund under any circumstances.

The counterbalance represents the remaining portion of the total price. The counterbalance is not charged at a later date; the full total price is charged at checkout. The distinction exists solely to clarify the non-refundable portion of the purchase price for certain items.

All pricing, including whether an item includes a deposit and the amount of that deposit, are clearly communicated prior to purchase.

Question 4

What payment methods do you accept?

Accepted Answer

You can pay using Visa, Mastercard, or American Express. Visa and Mastercard payments are secured via authentication verification. Payment is debited from your card once the order is placed.

You may also pay using Apple Pay or Google Pay on supported mobile devices.

All payments are processed securely by our authorised payment partners. No banking or card details are stored on or transmitted through the www.petraraissa.world website. Your order is recorded and confirmed once payment has been successfully authorised by the banking service.

Question 5

When will I be charged for my order?

Accepted Answer

For all items, the total price (including taxes) and shipping will be charged to your selected payment method when you place your order.

You will receive an email confirmation showing the amount charged and the payment method used.

If your payment method is in a different currency, the final charge may vary slightly due to exchange rates applied by your bank.

Question 6

Where can I find the sizing information?

Accepted Answer

You can find our general sizing and measuring guide under the Size Guide (https://www.petraraissa.world/size-guide)page, however, for specific garment measurements you can find a detailed size chart for each product under ‘Measurements’ on the relevant product page.

Question 7

Can I get assistance with sizing?

Accepted Answer

Yes! If you need help choosing the right size, please contact our customer support team before placing your order. We’re happy to advise and guide you to help make the best choice.

Question 8

I don’t fit your measurement chart, should I order a custom piece?

Accepted Answer

For pieces that are slightly loose, or that are adjustable, we recommend ordering your closest size.

If your measurements are in between sizes, whether woven or knit construction, we recommend sizing up.

If your bust, waist and hips fit 3 different sizes, we recommend custom orders for all pieces that have a very tight fit.

If you’re still in doubt, drop us an e-mail with the subject “What is my size?”. Please include your measurements and a full body photo of yourself and we’ll help guide you to the best choice.

Question 9

When will we restock?

Accepted Answer

All our products are produced in limited editions and we will not restock items once they reach set volume. So if there’s something you love we recommend snapping it up before it’s too late. For updates on new releases and stock availability, consider signing up for our studio channel - our members are the first to hear about new releases and limited stock.

Question 10

Do we offer a garment coverage?

Accepted Answer

We offer a free 6-month repair service for garments, so you can send a broken or damaged item back to us and we will repair it. Please read Garment Guarantee (https://petraraissa.wixsite.com/website/garment-guarantee)for more information on our complimentary coverage.

Question 11

Do we sell in any physical stores?

Accepted Answer

At the moment we are selling exclusively through our website. However, that might change in the future, as we are working to bring independent PETRA RAISSA events and pop-ups to you. So, keep an eye on our studio channel or socials to receive information about this.

FAQs