How canwe help?

Changes, payment, drops and gift cards05 answers

• Can I change or cancel my order?

  Yes, within 60 minutes of placing it. Open the order from your confirmation email and choose Edit. After that it is already being packed in our Portland studio, so the fastest route is a free return once it arrives.

• Which payment methods do you take?

  Cards, wallets, pay in 4 and Rawcut gift cards. You are charged when the order is placed. Pre-orders are charged when they ship, never before.

• How do drops work?

  Drops open at 10:00 Pacific on the date shown. List members get access 24 hours early. Items in your bag are not reserved, so check out once you have your size. Most drops are 120 to 600 pieces in total.

• Will a sold-out style come back?

  Sometimes, rarely in the same color. Tap Notify me on the product page and we will email you once, if and when it restocks. No marketing, just the restock.

• Do gift cards expire?

  No. Digital gift cards arrive by email within a few minutes and can be split across as many orders as you like.

Rates, times, tracking and customs04 answers

• How much is shipping?

  Standard shipping is free over $150 everywhere we ship. Below that it starts at $8 in the US. Express courier is available in most regions; see the full table on our Shipping & returns page.

• When will my order arrive?

  Orders placed before 13:00 Pacific on a weekday leave the studio the same day. Standard takes 2 to 5 business days in the US and 4 to 9 internationally.

• Will I pay import duties?

  Not to the UK, EU, Canada or Australia: duties and taxes are included at checkout, so there is nothing to pay on delivery. For other countries they are collected by the courier.

• My tracking hasn't moved in three days.

  It usually means the parcel is in a hub between scans. If nothing changes after five business days, send us your order number and we will open a trace with the courier, or send a replacement.

30 days, free, exchanges and refunds04 answers

• What is your returns policy?

  You have 30 days from delivery to return anything unworn with its tags attached. Returns are free in the US, UK and EU. Drop items and final-sale items can be exchanged but not refunded.

• How do I start a return?

  Use the returns portal with your order number and email. Print the label or show the QR code at a drop-off point. You'll get an email as soon as we scan the parcel.

• How long do refunds take?

  We refund within 2 business days of the parcel reaching us. Your bank can take another 3 to 5 days to show it. Original shipping is refunded if the item was faulty.

• Can I exchange for another size?

  Yes, and exchanges ship first: we send the new size as soon as your return is scanned, not when it arrives. Use the exchange form or pick Exchange in the returns portal.

Fit notes, measurements and between sizes04 answers

• How do Rawcut tops fit?

  Boxy and slightly cropped, with a dropped shoulder. Take your usual size for the intended fit, or size down for a closer fit. Every product page lists the model's height and size.

• I'm between sizes. Which should I choose?

  For tees, knitwear and fleece, size down. For outerwear, size up if you layer a hoodie underneath. For denim, take your true waist: raw selvedge stretches about 2 cm with wear.

• How do your boots fit?

  Our boots run half a size large. Order half a size down from your sneaker size. They are stiff for the first week and soften quickly.

• Where can I find measurements?

  Every product page has a size guide with flat measurements in cm and inches, taken from the actual garment, not a pattern.

Washing, shrinkage and free repairs04 answers

• How should I wash heavyweight cotton?

  Cold, inside out, with similar colors. Dry flat or hang dry. Our tees are pre-shrunk and garment dyed, so expect less than 3% shrinkage on the first wash.

• How do I care for raw denim?

  Wear it as long as you can before the first wash, ideally six months. Then wash inside out, cold, on its own, and hang to dry. Fades come from wear, not washing.

• How do free repairs work?

  Anything we make can be repaired for free, for life: seams, holes, zips, buttons. Book a repair, ship it with the prepaid label, and it comes back in 2 to 3 weeks. Boots are resoled at cost.

• My knit is pilling. Is that normal?

  Yes, for undyed wool. Pilling stops after a few weeks once loose fibers are gone. Use a fabric comb, or send it in with a repair and we'll de-pill it for you.

Login, early access and your data03 answers

• Do I need an account to order?

  No, guest checkout works for everything. An account lets you track orders, save your sizes, book repairs and get drop access 24 hours early.

• I can't sign in.

  We use one-time codes instead of passwords. Make sure you're using the email from your first order, and check spam for a message from help@rawcut.example.

• How do I delete my account?

  Go to Account, then Privacy, then Delete account. We erase your profile within 30 days; order records we must keep for tax are anonymised.