Customer Service Policy

At Rafael Stores, the customer is a Partner in the Renaissance.

1. The 2-Hour Rule

All WhatsApp and DM inquiries during business hours (9 AM – 6 PM WAT) must be acknowledged within 2 hours.

2. Human-First

No generic bots for complaints. Every issue is handled by a Rafael Stores Strike Team member who understands the production process.

3. Resolution Target

90% of issues (sizing/delivery) must be resolved within 24–48 hours.

4. The "Rafael Gesture"

If we make a mistake on an order, the customer receives a 10% discount code for the Next Drop as an apology for the friction.