Returns and Refunds
RETURNS & REFUNDS
We hope you like the goods! If you change your mind anyway, the return request must be filled in directly online within 14 days from the date of receipt of your order.
Products must be sent back exactly in the same condition in which you received them: unworn, unwashed and returned with all tags attached.
Therefore, if you try on a garment, please do not remove the labels you find attached, otherwise your return will not be accepted.
* In accordance with customs regulations, the shipment of goods or documents outside the EU is subject to a declaration.This means that the goods must be accompanied by a pro forma invoice that we will send you with the Return Authorization email. The proforma invoice has to be attached to the outside of the box (never put it inside the box): this will help us accelerate the process of customs clearance of your return. We kindly invite you also to communicate the return tracking number by sending an email to our Customer Care if you return an item from a non-EU country.
RETURN REQUEST
| HOW TO OPEN A RETURN REQUEST IF YOU ARE A GUEST USER: | HOW TO OPEN A RETURN REQUEST IF YOU HAVE AN ACCOUNT ON OUR ONLINE SHOP: |
| > Connect to your dashboard as a guest at [CLICK HERE] by entering your order's details > Enter your order details and select "RETURN" > Enter the return request for the products to be returned choosing "refund" as solution: you will immediately receive an email confirming the process has been completed correctly and RMA number. | > Go to MY ACCOUNT section in the user dashboard, ORDERS area > Enter the details of your order and select RETURN > Enter the return request for the products to be returned choosing "refund" as solution: you will immediately receive an email confirming the process has been completed correctly and RMA number. |
Once you have completed your return request, you will receive a confirmation e-mail from our Customer Care within 1-2 working days with all the instructions on how to return the goods.
PRODUCTS RETURN
How do I return my items?
- Print the return authorization email and insert it in the package along with the items to be returned.
- Send the parcel by courier or national postal service to the address you received in the return authorization email. We remind you that shipping costs are at the customer's expenses,our Customer Care does not provide a return label.
Keep your parcel's shipping receipt:
| For parcels from EU Countries*, the shipping address is as follows: | For parcels from Extra EU countries*, the shipping address is as follows: |
FiloBlu c/o Snatt Logistica Via Giuseppe di Vittorio, 21 20049 Caleppio (MI) | FiloBlu c/o Snatt Logistica Via Giuseppe di Vittorio, 21 20049 Caleppio (MI) |
| * In accordance with customs regulations, the shipment of goods or documents outside the EU is subject to a declaration. This means that the goods must be accompanied by a pro forma invoice. If you return an item from a non-EU country, please download the pro forma invoice here: PRO FORMA INVOICE non-EU countries The pro forma invoice must be correctly filled in and attached outside the box (please never put it inside the box). If you print the pro forma invoice from our website, this will help us accelerate customs clearance process for your return. We kindly invite you also to communicate your return tracking number by sending an email to our Customer Care if you return an item from a non-EU country. Pro forma is mandatory for the following non-EU countries* : Andorra Armenia Azerbaijan Belarus Vatican City Georgia Iceland Liechtenstein Moldova Monaco Norway United Kingdom Russia San Marino Switzerland Ukraine; Asia, Africa, Australia, North America and South America. |
REFUND
As soon as your return will be delivered to our warehouse, the Quality Control Department will carry out the appropriate checks. In case of a positive result, we will send you an email to confirm the return and refund timing.
The refund will be completed on the same payment method used to confirm the order within 14 days since the receipt of the goods.
You will be credited for the price of the purchased products. Riva does not allow goods' exchanges, but will refund the cost of the returned items. If you wish to change the items, you will have to register a new order.
Please also note that the technical time required to obtain a refund depends on the internal procedures of your credit institution.
RETURN FOR FAULTY OR INCORRECT PRODUCT
In addition to the right of withdrawal, by law you are entitled to an appropriate product, or what in legal terms is defined as "a product that complies with the agreement".
Riva is committed to provide high quality products and services. If, for any reason, you have a complaint about a product purchased online (in case of defective and/or non-conformity), please contact our Customer Care.
Please provide all the necessary information, including, the related order number and pictures with the labels of the product that you received.
Before sending the goods back we kindly ask you to wait for a reply from our Customer Care that will deal with your claim as soon as possible.
In the event of a defective or non-conforming product, Riva will organize a pick up for the product at its own expense.