Exchange & Store Credit Policy
At Rive & Rituel, each garment is produced individually in our Geneva atelier. Our considered, made-to-order approach allows us to create responsibly and avoid unnecessary production.
For this reason, we do not offer voluntary returns or cash refunds where a customer has changed their mind, selected the incorrect size or colour, or decided that an item is no longer suitable. Eligible items may instead be considered for an exchange or store credit in accordance with the conditions below.
Nothing within this policy excludes or limits any rights that cannot lawfully be excluded, including rights relating to faulty, damaged, incorrectly supplied or materially misdescribed goods.
Requesting an Exchange
All exchange requests must be submitted within five calendar days of delivery.
The five-day period begins on the date that the parcel is recorded as delivered by the carrier to the shipping address, nominated safe place, reception desk or collection point selected by the customer.
Requests received outside this period may be declined unless Rive & Rituel is required to assist under applicable consumer law.
To request an exchange, customers must complete the Exchange Request form and provide:
- Their full name and email address
- The original order number
- The item, size and colour being returned
- The requested replacement item, size or colour
- A clear reason for the exchange
- Photographs where an item is believed to be faulty, damaged or incorrect
Submitting a request does not automatically guarantee approval. Every request and returned garment is individually reviewed.
Customers must wait to receive written exchange authorisation and return instructions before sending an item back. Returns sent without prior approval may be refused or returned to the sender at their expense.
Exchange Conditions
To qualify for an exchange or store credit, every garment must be returned:
- Completely unworn, other than being tried on briefly
- Unwashed, unaltered and undamaged
- With every original tag still attached
- With all hygiene strips, protective seals and liners fully intact
- Free from marks, makeup, deodorant, fake tan, body oils, lotions or sunscreen
- Free from perfume, smoke, detergent, perspiration or other odours
- Free from pet hair, lint, dust or environmental debris
- With its original packaging, garment bag and accessories
- With valid proof of purchase from Rive & Rituel
Swimwear and bodysuits must always be tried on over underwear, with the hygiene liner left securely in place.
A garment that has been worn directly against the body, washed, altered, marked, scented, damaged or returned without its hygiene protection cannot be accepted for exchange for health and hygiene reasons, except where mandatory law provides otherwise.
Returning Your Garment
Once an exchange request has been approved, the garment must be handed to the authorised carrier within five calendar days of receiving the return instructions. Approval may lapse where the parcel is not dispatched within this period.
The garment must be folded carefully and placed inside its original protective packaging. A secure outer mailing box or protective parcel must then be used to prevent crushing, moisture, staining or damage during transit.
Shipping labels, tape and courier documents must not be attached directly to the garment box, garment bag or other presentation packaging.
The authorised return documentation must be included inside the parcel. Customers should retain their tracking number and proof of collection or postage until the exchange has been completed.
Where a complimentary return label or home collection is offered, it must be used in accordance with the instructions provided. Availability may vary by destination.
If a customer chooses to use another delivery service without our written agreement, the return cost and transit risk will remain with the customer. Rive & Rituel cannot be responsible for unauthorised returns that are lost, delayed, damaged or delivered to an incorrect address.
International Returns and Customs
International customers must follow the customs instructions provided with their exchange authorisation.
The parcel must be truthfully declared as returned merchandise and should include the original order information where requested. Customers must not make a false customs declaration or incorrectly declare the parcel as a gift.
Any customs duties, handling fees, taxes or additional delivery charges caused by incomplete or inaccurate return documentation may be charged to the customer or deducted from any store credit, where legally permitted.
Original import duties and local taxes are not refundable or creditable by Rive & Rituel unless required by applicable law. Customers may need to contact their local customs authority directly regarding any available duty reimbursement.
Inspection and Approval
All exchanges remain subject to inspection after the garment reaches us.
Receipt of a parcel does not mean that the exchange has been accepted. Our team will examine the garment, its hygiene protection, tags, packaging and overall condition before confirming the outcome.
Where the item satisfies this policy, we will approve the exchange or issue the agreed store credit.
Where an item does not satisfy the exchange conditions, Rive & Rituel may decline the exchange or store credit. The customer will be contacted and may be required to pay the cost of returning the garment to them.
We reserve the right to photograph and record the condition of returned garments for quality control, fraud prevention and dispute-resolution purposes.
Exchange Options
Following inspection and approval, customers may select one of the following options, subject to availability:
Exchange for Another Size or Colour
The item may be exchanged for another available size or colour of the same design.
Exchange for Another Garment
The customer may request a different garment of equal or greater value.
Where the replacement garment costs more, the price difference must be paid before the replacement is produced or dispatched.
Where the replacement garment costs less, the remaining balance will be issued as store credit. The difference will not be refunded in cash.
Store Credit
Instead of selecting an immediate replacement, the eligible value of the returned garment may be added to the customer’s Rive & Rituel account as store credit.
Store credit:
- Is calculated using the price originally paid for the eligible garment
- Does not include original delivery charges, duties or taxes unless required by law
- Can be used toward a future purchase made directly through Rive & Rituel
- Cannot be exchanged for cash
- Cannot ordinarily be transferred, resold or redeemed by another customer
- Cannot be applied retrospectively to an order that has already been placed
The customer must create or use a customer account linked to the email address on the original order before account credit can be issued.
Exchange Availability
Replacement items are subject to fabric, colour and production availability.
Because garments are produced individually, an identical replacement may not always be immediately available. Where the requested option is unavailable, we may offer:
- Another available size or colour
- A suitable alternative garment
- Store credit for the eligible item value
- Another remedy where required by law
Exchange garments may require a new production period before dispatch. Estimated production and delivery times will be confirmed once the exchange has been approved.
Complimentary Exchange Service
Where available, Rive & Rituel may provide one complimentary return label or collection and one replacement shipment for the first approved exchange of an eligible item.
Any additional exchange requested for the same garment or order may incur return and redelivery charges and remains subject to approval.
Complimentary collection cannot always be offered in every country, region or postcode. Missed collections, repeated collection arrangements or failed deliveries caused by the customer may result in additional charges.
Promotional Orders, Sets and Gifts
Where an item formed part of a set, bundle, multi-buy offer or promotion, the value of the exchange will be based on the actual discounted price paid for that item rather than its full individual retail price.
Where returning one item causes the original order to no longer qualify for a promotional offer, the remaining items may be recalculated at their applicable individual prices. Any resulting difference may be deducted from the store credit or charged before an exchange is completed, where legally permitted.
Complimentary gifts, promotional accessories or free items supplied as part of the original purchase must also be returned where requested. If they are not returned, their stated value may be deducted from the available store credit.
Promotional codes used on an original order do not automatically transfer to a different product or future order.
Made-to-Measure, Bespoke and Personalised Orders
Made-to-measure, bespoke, altered, monogrammed, personalised or specially customised garments cannot ordinarily be exchanged, returned or credited because they have been produced to an individual specification.
This includes garments created using customer-supplied measurements, requested design alterations, non-standard sizing, personalised details or custom colour combinations that are not part of the standard product offering.
This restriction does not apply where the garment is faulty, incorrectly produced against the confirmed specification or where a remedy is otherwise required by law.
Customers are responsible for ensuring that all measurements and customisation instructions supplied to Rive & Rituel are complete and accurate.
Faulty, Damaged or Incorrect Items
Every garment is inspected before leaving our atelier. In the rare event that an item arrives damaged, contains a manufacturing fault or differs from the item ordered, customers should contact us as soon as reasonably possible and preferably within 48 hours of delivery.
The customer should provide:
- The order number
- A description of the issue
- Clear photographs of the garment
- Photographs of the packaging where transit damage is suspected
- A photograph of the garment label and attached tags
The garment must not be worn, washed, altered or repaired before assessment.
Following review, Rive & Rituel may arrange an inspection, repair, replacement, exchange, store credit, price reduction or refund, depending on the circumstances and the remedy required by applicable law.
The request to contact us within 48 hours helps us investigate quickly but does not remove any mandatory statutory rights.
What Is Not Considered a Fault
The following will not ordinarily be treated as manufacturing faults:
- Incorrect size, colour or style selected by the customer
- Damage caused by wear, misuse or failure to follow the care instructions
- Snagging, abrasion or damage caused by jewellery, rough surfaces or accessories
- Damage caused by chlorine, salt, heat, oils, chemicals, sunscreen or improper washing
- Normal wear and tear
- Minor variations associated with hand-finishing or individual production
- Slight differences in colour caused by screen settings, photography or lighting
- Fit preferences where the garment corresponds to the ordered size and specification
This does not affect a customer’s rights where a garment is materially different from its description or confirmed specification.
Gifts
Where an eligible garment was purchased as a gift, the recipient may request an exchange with valid proof of purchase.
Any credit issued directly to the gift recipient will be provided as Rive & Rituel store credit rather than a cash refund. Cash refunds, where legally required, can ordinarily only be returned to the original payment method used by the purchaser.
Purchases from Third-Party Retailers
This policy applies only to orders placed directly through Rive & Rituel.
Items purchased through Zalando, Wolf & Badger or another authorised retailer must be handled by the retailer from which the purchase was made. Their individual shipping, return, exchange and refund policies will apply.
Rive & Rituel cannot directly exchange, credit or refund an order processed and paid for by another retailer.
Repeated or Abusive Exchange Activity
Rive & Rituel reserves the right, to the extent permitted by law, to refuse or restrict voluntary exchange services where there is evidence of:
- Repeated or excessive exchange activity
- Wardrobing or use before return
- Tampering with tags or hygiene protection
- Deliberate garment damage
- Fraudulent claims or altered proof of purchase
- Abuse of promotional offers
- Conduct intended to circumvent this policy
This provision does not limit legitimate claims concerning faulty or incorrectly supplied goods.
Policy Updates
The policy applying to an order will ordinarily be the version displayed when that order was placed.
Rive & Rituel may update this policy from time to time to reflect changes to its services, production processes or legal obligations. Any updated policy will apply to future orders from the date it is published.
Your Statutory Rights
This policy describes the voluntary exchange and store-credit service offered by Rive & Rituel. It does not exclude, restrict or replace any consumer rights that cannot lawfully be excluded.
Where applicable law grants a customer a right to cancel, return, repair, replacement, price reduction or refund, that legal right will take precedence over any conflicting part of this policy.
Last updated: July 2026
