Frequently Asked Questions
General
Choose your favourite product, size, colour, quantity or any other option.
Then click on the "Add To Cart" Button. You will be prompted in your cart page. Here you can view all your selected items as you want them. You can also leave a note about your order if you want to.
Then click on the "Checkout" button.
Fill in all the required information in English.
Then click on the "Proceed To Shipping Method" button. Select the available shipping method. If your item has free shipping then you do not need to do anything.
Then click on the "Proceed To Checkout" button. Select your preferred payment method and finish your payment.
We accept all major credit cards as well as payments made through PayPal.
All payment must be made in full before shipment.
To make a payment just click on either the "Continue to Checkout" or "PayPal Checkout" buttons in your shopping bag. After entering your contact details you’ll be redirected to the relevant payment platform.
Credit card users may pay with:
- Visa
- MasterCard
- American Express
- Discover
All the prices will be shown in your local currency.
Riwa Jewelry processes all orders in US Dollar.
While the content of your cart might have been displayed in your local currency, which is the currency of the country in which you are shopping on our store, all customers will checkout using US Dollar at the most current exchange rate.
We have multiple security processes in place. For one, we will never save your credit card information at Riwa Jewelry. This remains the private property of the card holder at all times before, during, and after the product purchase. Also, all transactions are processed through secure forms of payment which are used by millions of people daily and are heavily encrypted by third party-payment processors.
In addition to processing all credit card sales via a fully secured and reputable third party payment processor, your checkout experience is protected by industry standard 128 Bit SSL encryption to protect your private data.
Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team. When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us ensure that the purchases were indeed made by a genuine card holder.
The prices displayed on our site are tax-free in US Dollar, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country.
For further details of charges, please contact your local customs office. The recipient is the importer of record and must comply with all laws and regulations of the destination country, including ensuring lawful import of our merchandise. We are not responsible for orders which are confiscated by customs in destination countries.
Riwa Jewelry is all about providing a consistently reliable product and an exemplary level of customer service. We source items from all over the world. Because while some of our items do come from the US, there are many items that are simply not available stateside. To keep a diverse group of products you will love, we go far and wide to find the best manufacturers designing the best products.
ORDER & SHIPPING
Riwa Jewelry is proud to service customers from all over the world. The default pricing on our website is in US Dollar, the conversion rate depends on your issuing credit card company used on the transaction. Our website will checkout by default in US Dollar on the checkout page.
As we have customers from all over the world, we have inventories in major cities around the globe as this helps reduce package delivery times. However, we do not always have all of our products in all our inventories around the world. This means that your products and packages may be shipped from an inventory that might not be close to your destination country. In which case, we ask you to be patient a little longer and you will receive your product. These items ship via USPS, ePacket, EMS and all have tracking numbers.
Processing Time:
All orders are processed within 1 - 2 business days. You will receive another email when your order has been shipped from our warehouse. So please be patient and keep an eye on your inbox.
Shipment Packaging:
For logistical reasons, items in the same order may be sent in separate packages. This means you might not receive all of your products in one package. If this happens you will receive a shipping confirmation email for every package that contains your product(s). Please note that you might be receiving your products at slightly different times.
It is the responsibility of the customer to make sure that the shipping address was filled up accurately in English. Once you have placed an order, the information goes straight to our fulfilment team which takes 1-2 business days to process. After which our fulfilment team will send the tracking codes to the data entry team to update the tracking codes and send a shipping confirmation email to you. Hence, if you need to make any changes to your shipping address, please contact Riwa Jewelry Support Team at support@riwajewelry.com within 12 hours of placing your order.
Please ensure that all the information you have provided is correct and is in English language, before submitting your order to prevent losses in mail or other mishaps from happening.
NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.
Riwa Jewelry will not be liable or responsible for undelivered orders that is lost due to the incorrect shipping information that the customer has provided. We will only be able re-ship the order if it was returned to us and the customer will be responsible for the return shipping cost (depending on their preferred shipping method) + processing fees ($4.99 USD) for re-shipping the order. There will be no refunds issued for orders lost due to incorrect shipping information provided by the customer.
When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch.
Please note that tracking information may not be activated until the product is dispatched from original country. This can happen because of customs. So please be patient and the tracking information will be updated as soon as possible.
You can check on the status of your order here
We know how important your order is!
Riwa Jewelry provides its customers with the option to track your package. If the tracking information states that your items have been delivered but you have not received it, please check around your neighbourhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.
In the event that you have not received your product and have notified us within 7 business days after the expected delivery date, we will contact the courier and find out what happened to your package. If the courier claims that the package is delivered, Riwa Jewelry will not be responsible if you still have not found you package.
However, if the courier information says that the package was undelivered, we will contact you for an alternative arrangement for your order. This may include sending you another package or a full or partial refund of the amount paid for the order.
Exchange & Return
There are 2 types of items Riwa Jewelry sells, and both have slightly different Refund Policies:
Retail Items: These have a full 90-day refund guarantee. If you don't like the item or it is defective, we will either replace it at no cost to you, or you can send it back to us for a full refund.
*Customer pays return shipping
Free Promotional Items: Due to the nature of these free promotional items, there is no refund applicable because you are not paying for the item. You pay for shipping, but that cost is not refundable because it goes towards actually shipping the item.
Please note: Customer pays return shipping on exchanges. If you have a question about your return, contact us at support@riwajewelry.com
Firstly, we are so sorry to hear this!
We do ship all orders with bubble bags and gift boxes to protect the jewelry but in the rare cases your item(s) arrived damaged, please email us at support@riwajewelry.com and we will immediately ship you a new order completely free of charge.