Returns & Exchanges
Our Return Policy
We stand behind every piece we make. If something isn't right, we want to know — and we want to fix it. Our policy is designed to be fair to both you and the artisans who invest their time and skill in each garment.
Ready-to-Wear Pieces
- Items must be unworn, unwashed, and in original condition with all tags attached.
- The original packaging must be intact. We cannot accept returns on pieces that have been worn, altered, or washed.
- A brief note explaining the reason for return helps us improve — though it is not required.
- Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.
- Once received and inspected, refunds are processed within 5–7 business days to the original payment method.
Bespoke & Commission Pieces
- Commission pieces are made entirely to your specifications and cannot be returned or exchanged.
- We invest significant time and materials in each bespoke piece — the design process, fabric sourcing, and painting are all tailored to you.
- Before production begins, you will receive a detailed brief for approval. Changes can be made at this stage.
- Once production has started, cancellations are not possible. A 50% deposit is taken at the time of commission to cover materials and initial work.
- If a commission piece arrives with a defect or error on our part, we will remake or repair it at no cost.
Sale & Discounted Items
- All sale items are final sale and cannot be returned or exchanged.
- Please review size guides and product descriptions carefully before purchasing sale items.
- If a sale item arrives damaged or defective, contact us within 48 hours of delivery with photographs.
Damaged or Incorrect Items
- If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery.
- Email us at returns@rivarna.com with your order number and clear photographs of the issue.
- We will arrange a free return collection and either replace the item or issue a full refund — your choice.
- We take quality seriously. Every piece is inspected before dispatch, but if something slips through, we will make it right.
How It Works
The Return Process
Five straightforward steps from initiation to resolution.
01
Initiate
Email returns@rivarna.com with your order number, the item(s) you wish to return, and the reason. We will respond within 24 hours with a return authorisation number.
02
Pack
Pack the item securely in its original packaging. Include your return authorisation number on a note inside the parcel. Items sent without authorisation may be refused.
03
Ship
Send the parcel to our studio address using a tracked service. We recommend insuring the parcel for its full value. Rivarna is not responsible for items lost in transit.
04
Inspect
Once received, our team will inspect the item within 2 business days. You will receive an email confirming receipt and the outcome of the inspection.
05
Resolve
Approved refunds are processed within 5–7 business days. Exchanges are dispatched within 3 business days of inspection. You will receive tracking information by email.
Common Questions
Can I exchange for a different size?
Yes, for ready-to-wear pieces within the 14-day window. Subject to availability. If the size you need is out of stock, we will issue a refund or store credit.
What if I received the wrong item?
Contact us within 48 hours with your order number and a photograph. We will arrange a free collection and send the correct item at no additional cost.
How long does a refund take?
Once we receive and inspect the returned item (2 business days), refunds are processed within 5–7 business days. The time to appear in your account depends on your bank.
Do you offer store credit?
Yes. If you prefer store credit over a refund, we will issue a credit note valid for 12 months from the date of issue.
What is your studio address for returns?
Our return address is provided in the return authorisation email. Please do not send items without first obtaining authorisation — unannounced returns may be refused.
Questions about a specific order? Contact us or email returns@rivarna.com