FAQ - Rastaclat

FAQ

 

Beware of imitations and fake Rastaclat bracelets.

Our shoelace bracelets are protected by design patents. If it doesn’t have a Rastaclat Lion Logo on the product then it’s a counterfeit product. If you are unsure of our logo, please check out our website to see our products. Please report any imitations you may find to support@rastaclat.com. Thank you for your support!

 

 

GENERAL FAQ

Will the Rastaclat braided shoelace bracelet fit my wrist size?
The bracelets are adjustable and fit wrists between 6” – 8” in circumference.

Can my kids wear a Rastaclat bracelet?
Rastaclat is designed for adults and children over the age of 10 years old. We advise that bracelets are kept out of reach of small children to prevent any choking or swallowing of the product.

How do I wash my bracelet?
We advise that you use the laundry bag when washing your bracelets. Check our Care Instructions for more info on how to properly wash your bracelet. Do not throw your bracelets in the washing machine without a Rastaclat laundry bag or a comparable mesh net bag. This will prevent damage or loss of product.

Where can I find a Rastaclat dealer in my neighborhood?
We have Authorized Rastaclat Dealers all over the globe. For a complete list of dealers in your area, please click on the Store Locator button on our site.

How do I become a Rastaclat Dealer?
Please contact sales@rastaclat.com for more information.

How can I get a customized Rastaclat colorway?
We do not customize bracelets at this time, however we are always open to suggestions and feedback. Please email support@rastaclat.com with your comments.

Do you have a walk in Rastaclat store?
No, we currently do not have a standalone Rastaclat store. Please search for a Rastaclat dealer in your area.

Does Rastaclat offer internships?
Yes, Rastaclat internships typically follow the academic calendar and are offered on an as-needed basis. When an internship becomes available we post it on the website under the Work Here link with the other open positions.

Does Rastaclat offer Sponsorships?
Getting sponsored by Rastaclat sure isn’t the easiest thing, but it’s not necessarily impossible. Send us your “portfolio” (Resume: action shots, contest results, magazine coverage photos and video). Please include a letter or personal statement describing your achievements. Eventually, hard work will be noticed, and hopefully you will be a step closer. We look forward to seeing your best stuff. Please email support@rastaclat.com for more information.

Why am I having trouble viewing the website?
Our website prefers Google Chrome, Safari, Firefox, and Internet Explorer. Please email support@rastaclat.com if you see anything weird.

I have a question that is not listed in the FAQ, what do I do?
Please email us at support@rastaclat.com. We DO NOT answer customer service inquiries through social media such as Twitter, Facebook, Google+ or Instagram, Please allow 24-48 BUSINESS hours (not including holidays or weekends) for us to get back to you once you have submitted the email. Note our customer service department is only open from 8am PST – 5pm PST. You will not receive any answers outside of that window. *We reserve the right to refuse any online orders and remove, amend, or revoke participation in sales, use of discount codes, or promotional offer at any time for any reason without penalty. One discount code / promotional offer per order. No exceptions.  

ONLINE ORDERS

What types of payments do you accept:
We accept Visa, MasterCard, American Express, Discover Credit Cards and Paypal.
Notice: For Malaysia, Indonesia, Singapore, Philippines, Thailand,and United Arab Emirates only Paypal is accepted.

Can I change my order once it’s placed?
Once your order has been confirmed, it is not possible for you, or us, to change it prior to dispatch.

I received a message that my order is out of stock. Why did this happen?
Our inventory is synced at intervals throughout the day. If you have placed an order, the inventory may have become out of stock before the inventory is synced with our system and updated on our website. We will provide you with the option of a refund for the item out of stock or you may exchange it for a product of your choice that is of equal or lesser value.

I think I was charged twice, what should I do?
When an order is placed, our system will automatically authorize your card for the amount of your purchase. Sometimes, if there are any technical hiccups in the ordering process (perhaps you entered your billing address wrong and had to re-submit it), our system will authorize your card more than once. These authorizations are only “pending” charges and will not be debited from your account. Expect these “pending” charges to drop off your bill within 2-3 business days. If you still see unaccounted charges on your credit card statement after 2-3 business days, please contact Rastaclat directly at support@rastaclat.com.

I get an error message when I try to put in my Billing and/or Shipping Address, what should I do?
If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue). If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. Please only click the “Place Order” button once to avoid multiple authorizations. If you continue to receive error messages, please contact Customer Service at support@rastaclat.com.

What happens if I have submitted the incorrect address?
If you have submitted an incorrect shipping address, we will reship the items to you if they are mailed back to us as undeliverable. Otherwise, the order will be considered delivered and complete and you will have to make another purchase or file a complaint with the method of shipping service you used. So please double check your shipping address and make sure it is correct before making your purchase.

Should I include my phone number when ordering?
Please ensure that a valid contact telephone number is added to all orders. The carrier needs this incase of any difficulty finding an address. Failure in providing one could result in a severe delay of your delivery.

Does Rastaclat charge in different currencies?
No, these $, €, and ¥ prices are calculated daily from the current exchange rates and are approximate only. The final price is fixed and will be charged in $. The amount on your card statement will be the equivalent amount in your local currency based on the rate applied when your account is debited.

I signed up for your email list but my New Customer Discount Code doesn't work?
The New Customer Discount code will be emailed to you after you sign up for our mailing list. It is only valid for new customers and must be entered in at checkout to receive discount, no exceptions. Promo code has a one time use per customer and is non-transferable, not redeemable for cash, credit, or towards previous purchases. Discount will be taken from total amount of orders $30+ excluding applicable sales tax, shipping and handling. Code may not be used in conjunction with any other discount code or promotional offer per order. Select products may be excluded from use of promo code at our discretion including but not limited to New Arrivals, Exclusive Boxed Items, and the NBALAB Collection. We reserve the right to remove, amend, or revoke promotional offer at any time for any reason without penalty.  

RETURNS

How can I return something?
All purchases through our online store are final. We do not accept returns unless a product has a manufactured flaw upon receipt. Please email us at support@rastaclat.com with a photo of the defect for return approval. Purchases made during any promotional sale are final and cannot be refunded or returned unless there is a manufacturer defect. Should you wish to return an item that is not damaged, you will be responsible for shipping the item back to us and charged a 10% processing and restocking fee.

If I want to return something, how long will it take for my return to be processed?
All returns must be made within 30 days from purchase. No exceptions. Once we have received your return at our warehouse, it should take approximately 7 business days to complete.

Do I have to pay shipping for my return items?
Yes, you will be responsible for getting the item back to us, but if approved, any exchange items will be shipped back to you free of charge.  

DEFECTS & DISCREPANCIES

I received a damaged/defective Item what do I do?
All claims must be made within 30 days from purchase. No exceptions. Please email a photo of the damaged item(s) to customer service at support@rastaclat.com.

What would be considered a defective Item?
Any bracelets/keychains that are missing either lace tips, discoloring in the Rastaclat cylinder at the time of purchase or fabric that is torn/dismantled, would be considered a defective item. If you feel like you received a defective item, please contact customer service and we will assess the item for any defects. Bracelet length and customer color misconceptions from the photos on the website compared to the physical products received are not considered defective properties.

What if my order is not correct?
Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please email us at support@rastaclat.com, and we will look into it. Please include your order reference at all times when e-mailing customer service.  

CARE INSTRUCTIONS

HOW TO MAKE THE POSITIVE VIBRATIONS LAST
  • STORAGE: Keep your Rastaclat Bracelets Fresh. Store in a dust and dirt free environment for cleanliness and to prevent unwanted oxidation or tarnishing. Store your RASTACLAT in pouch, box with the lid closed or wrapped in a soft cloth. Wrapping your pieces individually will prevent scratching, pilling or tarnishing. 
  • CLEANING: Mild cleaners are safe to use for classic shoelace bracelets and laces. Air drying is recommend. Please do not machine wash your leather or premium jewelry Rastaclat. Polishing cloths can be used to brighten and restore your Rastaclat jewelry. Please refrain from using solvents or any harsh chemicals.  

PRODUCT SAFETY & QUALITY

Rastaclat is committed to maintaining quality and safety through strong governance and compliance to applicable regulations and standards. We manufacture our products following strict policies, requirements and specifications. For more information regarding compliance or to view our Children's Product Certificate (CPC) of Conformity please contact us at support@rastaclat.com.