How do I start a return?

To start a return, you can contact us at hello@rivie.co.uk.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@rivie.co.uk

What if I receive a damaged order?

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Can I return every order?

Unfortunately, we cannot accept returns on sale items or gift cards.

Does Rivie London offer exchanges?

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

All Rivie products are quality checked and photographed before dispatch. Returned items are inspected upon receipt. We reserve the right to refuse any return where the product received differs from the original item dispatched, including substituted contents, tampered packaging or missing security seals. In such cases, the item will be returned to the sender and reported to the relevant authorities.

What is the refunds process?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@rivie.co.uk.

What is your returns policy?
We accept returns within 14 days of delivery on unopened, unused products in original packaging. Please allow 10 business days after confirmation of receipt of your return to see your refund reflected in your original method of payment.

Can I return an opened fragrance?
No, we cannot accept returns on opened or used fragrances.

Who pays for return shipping?
The customer is responsible for return shipping costs.

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