Delivery Policy

Order Processing

Once payment is received, we begin preparing the order for fulfilment. Processing time can vary depending on product availability, supplier handling time, public holidays, high order volumes, and address verification. Estimated processing time: 1-3 business days.

Estimated Delivery Time

Estimated delivery time: 7-15 business days. Delivery estimates are provided as a guide only. Actual delivery may be faster or slower depending on destination, courier performance, customs checks, weather, seasonal demand, and other factors outside our control.

Items That Must Be Returned in Suitable Condition

Unless the item is faulty or the law gives you a different right, returned products should normally be unused, clean, complete, and in their original packaging where possible. Please include accessories, tags, manuals, and any parts that came with the product.

Products That May Not Be Returnable

Some products may not be eligible for return because of their nature or condition. This may include personalised products, made-to-order products, perishable goods, sealed hygiene or health-related items once opened, digital products once accessed, or items damaged through misuse.

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, incomplete, or different from what you ordered, please contact us as soon as possible. Include your order number, a short explanation, photos or videos of the issue, and a photo of the outer packaging or shipping label if relevant. After reviewing the information, we may offer a replacement, refund, repair, partial refund, or another suitable solution.

Return Shipping Costs

For change-of-mind returns or withdrawal requests, the customer may be responsible for return shipping costs unless the law says otherwise or we agree otherwise. If the return is due to a confirmed fault, damage, or incorrect item, we will handle return costs in line with applicable consumer law.

Refund Processing

Once a return is received and checked, we will let you know whether the refund has been approved. Approved refunds are usually issued to the original payment method where possible. Your bank or payment provider may take additional time to show the refund in your account.

Order Cancellations

If you want to cancel an order, contact us quickly at support@rilour.com or by phone at +441855480141. We cannot guarantee cancellation after an order has started processing, been dispatched, or been sent to a fulfilment partner.

Non-Delivery and Lost Parcels

If your parcel appears lost or has not arrived after the expected delivery period, contact us with your order number. We will investigate and may offer a replacement, refund, or other appropriate solution depending on the tracking status and circumstances.

How to Request Help

To request a return, refund, or order review, email support@rilour.com and include your order number, full name, email used at checkout, reason for the request, and supporting photos or videos where relevant. You may also contact us by phone at +441855480141.