FAQ
HOW DO I TAKE CARE OF MY ITEMS?
WHAT IS THE ESTIMATED SHIPPING TIME?
Delivery times are in terms of business days. After the package has been sent, it typically takes 2-5 days for it to arrive. 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.
We do not cover the cost of individual countries import sales taxes and it is not included in your shipping costs.
CAN I MAKE AN EXCHANGE?
We do not refund the cost of shipping, only cost of item. Shipping costs are only refunded if you received faulty items.
Please send an email support@shoprira.com 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.
CAN I MAKE A RETURN?
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.
All standard items can be returned or exchanged, if they have not been used and/or are in perfect condition and when they are are returned within 14 days of receiving the item.
Please note, when you’d like to try out an item in your home place it on a blanket or tablecloth for the item to remain in perfect condition. 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 by keeping it away from items or floorings that may cause it to scratch. We can’t accept items that are damaged or scratched, so please handle the product with great care before you decide if you’d like to keep it in your home.
Any items with an extensive lead time (production request) made especially for you on your request are not available for return or exchange.
HOW DO I PROCESS A RETURN?
If you would like to return or exchange your product, please email support@shoprira.comindicating a refund or exchange with a brief explanation. We will proceed by sending you additional instructions via email on how to process the return. 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 or offer you a refund.
AM I RESPONSIBLE FOR THE RETURN SHIPPING COSTS?
You are responsible* for the costs to return your item. We recommend purchasing delivery confirmation, tracking and appropriate insurance. If you choose to forgo secured tracking, RiRa cannot be made responsible for the package being lost or otherwise not received.
*In exception: in case you receive a damaged item (read more below) return shipping costs are refunded: please make sure to return the package with a delivery confirmation, tracking and appropriate insurance. We are not liable for lost return parcels that are not insured or trackable.
CAN I CHANGE OR CANCEL AN ORDER?
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.
Cancellation or changes of your order of standard items should be made in writing to support@shoprira.com within 24 hours of order confirmation online. However, it’s not possible to change or cancel your order when it is already shipped. Orders that were cancelled after they have left our warehouse should 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. 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 and including shipping costs in package was not dispatched.
WHAT SHOULD I DO IF I RECEIVED A DAMAGED ITEM?
All items are thoroughly checked for quality prior to shipping. The RiRa objects are made to the highest standards of workmanship. Variations in colours and texture are characteristic of the material adding to its natural beauty; and are in no way to be considered defective. This is essentially the reason why we do not promote nor encourage a return policy, with hopes to inspire and ignite those feelings of accountability and consciousness in our clients.
However, if you receive a faulty item please immediately send an email to sales@shoprira.com. Please enclose pictures of the box you received the product in, and of the unpacked product. The item must be received by us within 14 days of original delivery along with Returns Form.
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. Please make sure to return the package with a delivery confirmation, tracking and appropriate insurance. We are not liable for lost return parcels that are not insured or trackable.
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.
WHAT SHOULD I DO IF I RECEIVED A FAULTY ITEM?
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.
ARE DUTIES & TAXES PAYED FOR?
We do not cover the cost of individual countries import sales taxes and it is not included in your shipping costs.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, MasterCard, American Express, Maestro and IDeal.
You will also notice that when you look at the URL at the top of the browser you will see that it begins with ‘https’ instead of ‘http’. This means that you are in secure mode.
If your card issuer is based in the EU, you may be asked to verify your payment due to a new requirement under the second Payment Services Directive (PSD2). You’ll be directed to a dedicated page to enter further information or asked to authorize the payment using your mobile phone. Once completed, you’ll return to RiRa.