RETURN & EXCHANGE

TL;DR

  • 14-day return & exchange window from the date you receive your order.
  • Full refund, including original shipping costs.
  • Customers are responsible for sending the package back to us for returns and exchanges.
  • For exchanges, the replacement package will be sent by us at no additional cost on your side.
  • Items must be returned unused and in their original packaging.
  • For all return or exchange requests, please contact us at hello@all-rivers.com so we can assist you properly.

STANDARD RETURN WINDOW

You may return or exchange your order within 14 days of receiving it.

To start the process, please contact us at hello@all-rivers.com before sending your package.

Items sent without prior approval will not be accepted. We recommend using trackable shipping, as packages remain the customer’s responsibility until they arrive at our atelier.

Returned items must be unused and in original packaging.

We expect our customers to return the packages if they want an exchange or a return. If the customer demands an exchange, we send the second package with no extra cost to the customer.

If you believe there is an issue with your piece, please email us within 24 hours of delivery and include clear photos.

RETURNS FROM OUTSIDE THE EU and THE UK

For orders outside the European Union and the UK:

  • The commercial invoice must be included in the return parcel - This is the attachment document on your parcel that we added when we sent the package to you. It shows the description of the goods and should be included in the return parcel.
  • A CN23 form must be completed. Please follow your preferred shipping company's international shipment procedure.
  • The package must be marked “Return of goods” with a declared value of 0.

Incorrect or missing customs documentation may result in reduced refunds or refusal of the parcel.

REFUNDS

Once your return arrives, processing may take up to 1 week.

EU & UK orders:

You will receive a full refund of the item price and original shipping costs (including sale items), provided the item is returned unused and undamaged.

Orders outside the EU & UK:

We refund the item value only. Shipping costs are non-refundable.

Please note: Import duties and taxes for non-EU and non-UK orders are the responsibility of the customer. If you wish to recover import taxes after a return, please contact your local customs authority directly.

We reserve the right to reduce the refund amount if items show signs of wear or damage.

EXCHANGES

Size Exchange

If your ring does not fit, please contact us within 14 days and specify the new size requested.

FAULTY OR INCORRECT ITEMS

If you received the wrong item or believe your piece is faulty, please contact us immediately with your order number and photos.

If the issue is due to our error, we will resolve it at no cost to you.

RIGHT TO COMPENSATION

Normal wear and tear, oxidation, color changes due to lack of maintenance, missing stones, or damage caused by misuse are not considered production faults.

We reserve the right to decline unreasonable repair, return, or exchange requests.

For all inquiries:

hello@all-rivers.com