Help & FAQs

Customer support



What is Raven Create?
What are the commission tiers for stores?

Our goal is to offer commission as a tiered system to encourage store owners to proactively advertise their stores and therefore have the opportunity to earn higher levels of commission based on the number of sales they generate.

Below is the list of tiers that are automatically applied at the point of hitting your sales threshold

Commission Tiers

  • 5% Base
  • 10% after $10,000 sales
  • 20% after $20,000 sales

If you have any further questions regarding commission please contact us using the form on our contact page

When are commissions paid out?

Commission is paid out at on the 1st of each month, 30 days in lieu. There is a minimum pay out of $50 USD. If the commission earned is not above the minimum payout, the commission will roll over to the next month.

I've sold a product but the commission hasn't been tracked?

Commission is tracked once the order moves from processing to completed – this is when the order has been sent out. Once the order is dispatched, the commission will then be tracked! Please note, custom products do take 3 weeks to manufacture and so there can be a delay from the point of order to the time the order is dispatched.

Can I share my build with friends?

You can share your builds directly from your account dashboard by clicking the “share project” button next to your chosen build – this is the icon with the three dots. This will create a unique URL that links directly to your build which you can then share with your friends!

DELIVERY answers

Where is my order?

You can keep track on the status of your order by visiting the order details page within your account.

If your order is marked as ‘Dispatched’ or ‘Completed’ then you will have received an email from us with all necessary tracking information.

Where do you ship from?

For all orders delivered in the United States, we ship from Austin, TX. For orders delivered outside of the United States, we ship from the United Kingdom.

What are my delivery options?

We utilise a number of delivery partners so that we can cater as efficiently as possible for customers across the globe.

For customers outside of the UK we offer International Tracked and Express Shipping methods via DHL Global Mail, DHL US Direct and DHL Express. For UK customers we ship all orders via DPD.

All of our delivery prices are a flat fee across any number of quantities ordered.

If I am outside of the UK will I be liable for import charges?


Raven is registered in the IOSS scheme and therefore the prices you see on our website include VAT if you are located in the EU. If you are charged import tax or duty upon delivery, please contact us.

If you are located outside of the UK or EU, you may be required to pay import tax on your purchase dependent on the total value of the order. The amount of tax payable varies based on countries import tax laws.

Customers in US & Canada will not be required to pay import tax on orders that are under the threshold set by the tax laws of each relevant country

How long will my delivery take?

The length of time a delivery takes will vary on a number of factors such as time of ordering, shipping country and selected delivery option.

The following average delivery times are taken from data provided by our delivery partners

  • International tracked (7-14 days)
  • DHL Express (2-3 days)
  • DPD (UK customers only – 1-3 days)


What is your returns policy?

If you change your mind about your order, you have the right to return your order within 14 days from the date of receipt. The product(s) must be returned in original packaging with tags and no cosmetic damage. This right does not apply to personalised, customised or made-to-order products. We do not accept returns or exchanges for such goods.

You shall be responsible for any return delivery charges, and the risk of loss or damage to the goods that you are returning until they have been received by us. For your protection, we recommend that you use a recorded-delivery service when returning goods to Raven.


If you have taken delivery of a package and it or the contents have been damaged in transit, you can return the item(s) to us within 14 working days of receipt for exchange. This applies to both all goods regardless of whether your goods are personalised or made-to-order.

If you discover that we’ve sent you the incorrect goods, please contact us by email at immediately and return the incorrect items as per the instructions. We will quickly replace them with the goods you ordered, subject to availability.

Can I exchange an item for another size?

We allow exchanges on all stocked items pending the requested size is in stock. We are unable to provide an exchange for any item that is made to order, this includes all Raven Create products and items that have been customised.

How long will it take to receive my refund?

Once we receive your return, we will process a refund within 1-3 working days. The time it takes for the refund to process back to your account can depend on your bank.


I've received a faulty item, what should I do?

Sorry to hear that an item you have received is faulty. Please click here to visit our contact page and submit the form outlining the issues that are present, along with your order number. We’ll aim to resolve your issue as quickly as possible.

My order is missing an item, what do I do?

If you have received your order and it is missing an item, please get in touch with us within 30 days and we’ll help you get your item. Please click here to visit our contact page and submit the form outlining the item(s) that are missing, along with your order number.

The colour is slightly different to what I see on screen, why is this?

Whilst we always try to achieve a great reproduction of colour from screen to print, there can always be slight variances due to the change in colour space from RGB that you see on screen to CMYK that is used for print. Different monitors can also reproduce colours in different ways so there are a number of factors that can impact colour reproduction.


What are your products made from?

We use a number of different materials for the construction of our garments including polyester, cotton and nylon. All of our products will have the fabric construction outlined within the details of the product page you are viewing. If you have any questions concerning allergies then please get in touch.

Where are your products made?

We carefully select the suppliers we partner with to ensure each and every product is crafted with care and consideration to our customers. Our premium products are manufactured across a number of factories located in Europe and Asia.

Are all of your items stocked?

All custom products such as items under Raven Create and esports wear that can be personalised are made to order. We do stock some items, if you are looking to exchange a specific item please refer to our returns and refunds FAQS.


What payment methods do you accept?

We accept payments from credit and debit cards through our partnered payment system with Barclaycard. We also accept payments via PayPal.

How do I apply a promo code?

Our promotional code input is located on the right hand side of the checkout page. Simply paste your promotional code in the field and hit apply.

I've been charged but my order says cancelled

If there is a pending transaction on your card but your order is cancelled, this is usually because the payment hasn’t been processed and your pending transaction will be returned to your bank. Barclaycard utilise the 3D secure system when taking card payments and some banks do not participate in this scheme. If so, you can use an alternate payment method or contact us for assistance.

GET IN TOUCH answers

I'd like to get in touch with Raven, how can I do so?

To get in touch with our customer service team, please click here and submit the form on our contact page.

Alternatively our team is also available via direct message on Twitter, Instagram and Facebook. Please see the links to all social pages below: