SHIPPING + RETURNS
IS IT POSSIBLE TO RETURN/EXCHANGE AN ITEM AT RIRA?
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.
If you would like to return or exchange your product, please make sure to fill out the Return Form indicating 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 or offer you a refund.
IS RETURN SHIPPING FOR MY EXCHANGE COVERED BY RIRA?
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?
Cancellation or changes of your order of standard items should be made in writing to firstname.lastname@example.org 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.
We will issue a full refund excluding shipping costs if the package has been shipped and including shipping costs in package was not dispatched.
MY ITEM IS DAMAGED. WHAT TO DO?
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 email@example.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.