Return & Refund Policy

At Rivaelle, we aim to provide a smooth and worry-free shopping experience. If your order isn’t quite right, we offer a clear and fair return process.

Cooling-Off Period (UK & EU Only)

Customers located in the UK or EU are entitled to a 14-day cooling-off period from the day of delivery.
During this time, you may cancel your order for any reason, as long as the item is unused and in its original condition. This applies only to UK/EU customers.

Standard Return Window (Worldwide)

Days 1–15: Full return eligibility – refund, exchange, or store credit (if item qualifies)
Days 16–30: Returns still accepted – exchange or store credit only, depending on condition and availability

Return Eligibility

• Item must be unused, unworn, and in original packaging
• All tags and accessories must be included
• Gift cards are non-returnable
• Final Sale items (20% OFF or more) are strictly non-returnable and non-exchangeable, unless defective or incorrectly delivered

Exchanges

Exchanges are available if the requested item is in stock.
Your exchange will be processed after the returned item is received and inspected.

Return Shipping Costs

• If an item arrives defective, damaged, or incorrect: Rivaelle covers the return shipping (contact us first for a prepaid label or shipping approval)
• For change of mind, wrong size, or wrong color: customer covers return shipping

How to Start a Return

Email support@rivaelle.com with the following:

• Order number

• Reason for return

• Photos or videos if applicable

You will receive:

• Return Authorization (RMA)

• Return address

Returns sent without authorization may be refused. A trackable shipping method must be used.

Defective or Damaged Items

Must be reported within 7 days of delivery with photos/video showing:

• The issue

• Packaging and shipping label

Once confirmed, we will repair, replace, or refund the item as appropriate.

Refunds

• Issued to the original payment method
• Processed after the item is received and inspected
• Typically completed within 7 business days
• No restocking fees
• Items showing signs of wear may be limited to partial refund or store credit

Legal Notice

• Rivaelle reserves the right to decline unauthorized or non-eligible returns
• Final Sale items (20%+ discount) are excluded from returns
• Your statutory consumer rights in the UK/EU are not affected

For any questions or help before returning an item, contact us at:
support@rivaelle.com