Frequently Asked Questions

Shipping

Shipping Options

United Kingdom
Royal Mail 24 Hour Tracked (3-5 Working Days) - We offer free shipping for orders above €86.00 EUR (or equivalent in other currencies) Orders under €87.00 EUR are subject to a €12.00 EUR shipping fee

Europe
International Tracked & Signed ( 4-6 business days) - We offer free shipping for orders above €86.00 EUR (or equivalent in other currencies) Orders under €87.00 EUR are subject to a €12.00 EUR shipping fee

When will my order be shipped?

Once your order has been confirmed, please allow 3 business days for us to prepare your order for shipping. When your order has left our warehouse, you will receive an email confirming that your order has shipped.

Customs, Duties & Taxes

We recommend you check with your country's import regulations to see if there will be any additional costs before you receive your order. If you are unsure please do reach out to us at contact@rivamae.com

Orders

I am missing an item from my order. Can you help?

If an item is missing from your order, email us right away at contact@rivamae.com with your order number and a photo of the parcel you have received, please include the shipping label in the image.

We will quickly check with our team/CCTV to see if we can locate the item, or if we think it's been lost/damaged whilst in transit so we can resolve the issue as quickly as possible.

Item returned to sender

If your order has been returned to sender, please get in touch with your order number along with an alternative delivery address, and we will re-dispatch your order as soon as we have received it. Please note depending on the circumstance, you may have to pay an additional shipment fee. 

I have received a defective item

If you have received your order but something is damaged or incorrect, please email us at contact@rivamae.com as soon as possible with your order number, and a photo of the issue, our team will send out a replacement for you right away.

If your Rivamae gift box has in any way been damaged in transit, please reach out to our team and we will re-dispatch new packaging for you right away.

Returns

Our Returns Policy

If you change your mind you can return your item for a refund or exchange within 30 days, excluding earrings (for hygiene reasons) and gift cards. All returns can be quickly submitted on our returns portal and should be sent back unworn, in their original packaging and with a fully tracked + signed delivery service.
We process returns within 14 days and funds will return to your account within 10 days. If you received a free gift with your order, and you are looking for a refund, you will need to return both items to us.

Item returned to sender

If your order has been returned to sender, please get in touch with your order number along with an alternative delivery address, and we will re-dispatch your order as soon as we have received it. Please note depending on the circumstance, you may have to pay an additional shipment fee. 

How do I return my order?

1. Please read our returns policy before starting your return.
2. Tell us what you’re returning on our returns portal.
3. Once that’s complete you will be provided with a returns slip to place inside your package, as well as a postage label to affix to your parcel. Simply take this to your local post office and send it back to us using a fully tracked + signed service.
Please note: postage for returning unwanted items is not prepaid, if you have received an incorrect or faulty item please get in touch before returning your parcel. 

Is it free to return my order?

At this time we do not provide free post labels for customers returning unwanted or duplicated items. If you have received an incorrect or faulty item please get in touch with us at contact@rivamae.com

How long will it take to process my return?

We do our best to process returns within 14 working days. If you require your exchange sooner, please email contact@rivamae.com and our customer service will be able to help you.

I received a free gift/item. Can I still get a refund?

If you have received a free gift with your order and are looking for a full refund, you will have to return the entire order, including the free gift. If, however, you decide to keep one or more items from your order, you may keep the free gift if the parts of the order you keep qualified you for your free gift. Please email us at contact@rivamae.com with your order number if you need any help.

Will my original shipping charge be refunded?

Original shipping charges are non-refundable. We cannot refund duties, taxes or shipping charges. 

I don't have a printer. How do I return without one?

If you cannot print your returns form, please provide a handwritten cover note including your order number, whether you are looking for an exchange or refund and your contact details.
CONTACT US
Get In Touch
We endeavour to answer all enquiries within 24 hours on business days. We will be happy to answer your questions.
  • Address
    Rua Da Cruz Dos Poiais,1200-137, Portugal, Lisbon 
  • Contact Details
    contact@rivamae.com
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