Copy of FAQ
How do you know that your package has been sent?
As soon as you have received your "dispatch confirmation"-email with your tracking number you know that the package has left our store on that day.
Where and how can you track your package?
We ship our packages with UPS. You will receive a confirmation email with your tracking number and a link with which you will be able to track your package.
Can you deliver to an alternative address that is not my shipping address?
You are able to choose an alternative delivery address when you are checking out. Please note that we cannot deliver to PO Boxes due to security issues.
What payment methods do you accept?
- Bank Transfer
- VISA, MasterCard, American Express
Who pays for customs and import charges?
Outside of the EU, all customs or import duties are charged once a package reaches the destination country. These charges must be paid by the recipient of the shipment. We are sorry to state that we have no control over these costs, and also cannot give you any detailed information on what the costs will be as custom policies and import duties vary widely from country to country. Please be aware that your package can be delayed by customs and that charges may be applied for the same reason. We are not able to supply any details on why your package has been delayed or the length of the delay. We apologize for any inconveniences in this matter.
I saw a product I love and now it's sold out. Will certain products get back in stock?
As some of our products sell quickly online and in-store we are not always able to keep up with every product that is sold out or returned. Since most of our products are unique pieces and made out of rare or vintage fabriques, we will not have them in stock again. Please contact our Sales Manger Panos - firstname.lastname@example.org. He is happy to search for a similar fabric, to create a speacial piece based on your wishes.
Can I get more product information?
If you require any additional information of any of our products feel free to email our Sales Manager Panos at email@example.com - he is happy to help you!
The item I bought is now on sale, can I get the difference refunded?
Since it is difficult for us to always predict when and if we will be going on sale with certain items it is not possible for us to refund the difference.
Did my order go through?
You will receive a confirmation email as soon as your order has been received.
Changing your address in case of a wrong address?
Once we have processed your order and it has been dispatched it's not possible for you or us to change any address details. Please contact us if you have placed your order wrong.
Do I need an account to place an order?
You do not need an account to place an order but when registering an account you will not have to fill in your address details in the future and you will always be able to see your order history as well as your current order process.
What can I do if my order contains a wrong product?
If your order contains a wrong item please contact us immediately and we will assist you in returning the item. As soon as we receive the item back we will replace, offer an alternative, offer a refund or send the item back to the manufacturer for repair. This will not apply if the item has been worn or washed.
How do I return an item?
We gladly will refund you any purchase made within 14 working days after delivery. All returns must be sent via registered mail in their original condition to the address below:
RIANNA + NINA GmbH
Torstr. 109, UG
Attention! Please make sure to clearly mark your return shipment as returned goods on any customs or postal forms. We will refund any costs that you have paid to us with the exception of postage and packing. Only products that are in their original condition will be refunded, this will not apply if the items have been worn or washed. In this case, we reserve the right to return the goods to the customer at their own cost.
How long does it take to process returns?
We try to process any returns within 3 working days after receiving them.
How do I know that you have received my return?
We will always try to handle your return as fast as possible and you will receive an email when your return has been processed. We recommend to make a note of the shipping reference provided to you when sending a return to us. You are always welcome to email us or give us a call to check on the status of your return.
When will I get my refund?
If your returned products meet our refunds criteria you will be refunded within 24-48 hours after your return is processed. This also depends on your card issuer, transaction services of your bank or Paypal.
When will I receive an exchange item?
After we have received your return, we will immediately exchange your item as long as we a have your requested product in stock. Please see our shipping chart for expected delivery lengths to your country.
Who pays for return expenses?
In case of a return you will be responsible for the cost to ship the package back to us. If you are returning an item for good we will refund you your full payment but we will not reimburse the cost that you paid to return the parcel. If you are returning an item and want to have it exchanged we will pay for the costs shipping it back to you.
What should I do if I am refunded the wrong amount?