RETURNS + EXCHANGES


RETURNS


Christmas Returns

All orders placed in December will be accepted as returns until 31st January.

General Returns

We offer a free returns service for UK customers. Customers outside the UK are required to cover any costs associated with returning an item to us. We strongly recommend that you use a secure trackable courier service and retain proof of postage. Riley Studio cannot be held responsible for item (s) lost in transit and it is the customer’s responsibility to track their return safely back to us. Riley Studio is not liable to pay customs, duty and/or VAT incurred on items that have been returned from outside the UK. 

If you wish to return your item and receive a full refund, you have 14 days, from the date your order is delivered, in which to return the item to us.

Items must be returned in their original state; new, unworn, with all labels and tags still attached; and in the original packaging they were delivered in. We will not accept returns for any non-faulty items that have been worn and/or tags removed. 

On receipt of your returned items, we will refund the price paid on the original payment card. Please note shipping costs are not refunded. Refunds are processed within 10 days of us receiving the items. Once we have processed the refund, you will receive an email confirmation. Please note that refunds can take up to 30 days to appear on your card.

Returns received outside the above time frames will not be accepted. 

Please see below for details or contact hello@riley.studio if you have any questions. 

 

HOW TO RETURN AN ITEM FROM THE UK:

  1. Go to https://www.royalmail.com/track-my-return/create/2425 to make your returns label.

  2. Fill in your details, including your order number and reason code. Your order number can be found on your order confirmation.

  3. Either print your returns label at home or take your parcel to the post office along with your QR code, where they will scan and print a label for you.

  4. Drop your package off at your local Post Office in over 11,500 locations across the UK.

  5. Your returned package will be trackable from the moment you drop it off and will arrive back to us within 2-5 working days. You can track the status of returned packages at www.royalmail.com/track-your-item.

 

HOW TO RETURN AN ITEM FROM OUTSIDE THE UK: 

  1. Download, print and complete this returns form .

  2. Make sure you include the returns form in your package so that we can identify your order.

  3. Book a secure trackable courier and retain proof of postage. Our returns address is ‘Riley Studio Returns, C/O Absolute Group, Unit 7 Dorma Trading Park, Staffa Road, London, E10 7QX, UK’

  4. Once we receive your package we will process your return and inform you upon its completion via an email.


EXCHANGES


UK

We currently only offer complimentary exchanges for UK customers. 

Subject to stock availability, we will exchange items that are returned to us within 14 days of being received by you. Exchanges are processed within 10 days of us receiving the items. Once we have processed the exchange, you will receive an email confirmation.

Exchanges only apply for the same item in a different size. If the required item is out of stock, we will issue a full refund.

Exchanges received outside the above time frames will not be accepted. 

 

HOW TO EXCHANGE AN ITEM FROM THE UK:

  1. Please e-mail hello@riley.studio with your order number and what you would like to exchange. We will then be in touch to check if the item you require is still in stock.

  2. We will exchange your item and have the replacement sent back to you as soon as possible.

 

INTERNATIONAL

Customers outside the UK wanting to exchange an item must return the original order and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. 

As in our returns policy, you will be required to cover any costs associated with returning an item to us. Customers outside the UK are responsible for any taxes and duties that may be incurred. 

Please read the returns instructions above for further details or contact us on hello@riley.studio for further assistance.