FAQ

SHIPPING

Delivery times are in terms of business days. Delivery times are given as guidelines only and do not take into account possible delays caused by rural location, stock availability, shipping delays or payment issues. There might be unforeseen delays due to COVID-19. We do not cover the cost of individual countries import sales taxes and it is not included in your shipping costs. 


EXCHANGE POLICY

We do not refund the cost of shipping, only cost of item. Shipping costs are only refunded if you received faulty items.

Please make sure to fill out the Returns Form indicating for a refund or exchange with a brief explanation. All refunds are subject to our discretion, all items for exchange are subject to availability. If the item you wish to exchange for is unavailable we will contact you via email with an alternative solution.

RETURNS
Items that are in the original packaging and marked with your order number. Shipping of a return/exchange will be at your own cost. Refunds will be processed within 30 days of receiving the return. We do not accept liability for lost packages sent to us by you. For security we recommend that you use track and trace.

FAULTY ITEMS
All items are thoroughly checked for quality prior to shipping. However, if you receive a faulty item;

You can return the item. The item must be received by us within 14 days of original delivery along with
Returns Form. (to be branded, example file is ready)

If you contact our customer service quoting how much you paid and provide a proof of posting certificate, we will reimburse your return postage costs – only for faulty items, subject to our discretion.

Refunds will be credited to your original method of payment, only if items are deemed to be at our or the manufactures fault. We will notify you within 14 days of return.

OTHER CANCELLATIONS

In addition to our returns policy, under the Distance Selling Regulations ACT you can cancel your order at any time before the expiry of a period of 14 days beginning the day following receipt of your order.

Please note that if you wish to cancel your order after it has been dispatched from our warehouse we are unable to interrupt the delivery and as such when the package arrives you have the14 days to have the package returned and get a refund.

We will issue a full refund excluding shipping costs (if the package has been shipped) including shipping costs in package was not dispatched. Orders that were canceled after they have left our warehouse can not be opened upon delivery. If the items are removed from the original wrapping it will void the cancellation and as such are subject to our returns policy.

DUTIES & TAXES

We do not cover the cost of individual countries import sales taxes and it is not included in your shipping costs.

ITEM CARE

CAUTION With a little care you can enjoy your RiRa Objects longer. Follow the instructions for the materials of your specific product to make sure that it stays in the best shape for as long as possible. The objects are handmade which my result in minor differences and traces of handmade work may be visible. Colours, size, material, weight may differ in reality.

GENERAL INFORMATION

When you move your object, make sure to lift it rather than pulling or pushing it to avoid damaging the floor or the object. Be careful not to scratch or damage the surface with sharp objects. Regular cleaning is important to keep the material looking at its best and prolongs it's life.

FABRICS

Our objects consist partially or entirely of epoxy. It is a strong material but has to be handled carefully because the surface can be scratched easily. We recommend cleaning exclusively with lukewarm water and a microfibre lint-free cloth. Avoid rubbing the material hard as this could result in damaging the material. Never use concentrated detergents such as bleach, ammonia, optical brighteners or soap intended for hard surfaces. If used outdoors where it is exposed to sunlight, all epoxies will eventually yellow. This fundamental chemical reaction occurs when epoxy is exposed to ultraviolet (UV) light.