FAQ
How can I get in contact with you?
Reach out to our support team at info@houseofrivella.com . Drop us a message and we'll get back to you as soon as we can. Note that we're unable to provide support through Instagram or Facebook direct messages. To help us respond faster, please send only one email per inquiry rather than multiple follow-ups.
Thanks for your patience!
Which payment methods are available?
At checkout, you'll be able to pay using:
• Credit Card: We accept VISA, MasterCard, American Express, Apple Pay, Google Pay, and Shop Pay. Your card is billed once the order is confirmed.
• PayPal
How long does it take to receive my order?
Most orders arrive within 7-14 business days. See our Shipping Policy for further information.
When will my order be dispatched?
Orders generally leave our warehouse within 1-5 business days of purchase, though this can shift depending on stock levels. We don't process shipments on weekends or public holidays. Our Shipping Policy page has more details.
Where can I find my order information?
After completing your purchase, you'll receive a confirmation email at the address used during checkout. If it's not in your inbox, check your spam/junk folder and add info@houseofrivella.com to your trusted contacts list. Orders can also be tracked via our "Track Your Order" page.
Can I change the delivery address for my parcel?
You can update your address only if the order hasn't started processing yet. Once processing begins, changes are no longer possible, and we're not able to take responsibility for delivery issues caused by an incorrectly entered address.
What happens if my package is lost?
While uncommon, if your package fails to arrive, you'll need to get in touch with the shipping carrier directly. House of Rivella does not cover return shipping fees or compensate for lost shipments. We recommend holding onto your proof of postage, as we cannot be held responsible for parcels that are lost or delivered incorrectly.
Will my delivery charges be refunded if I make a return?
Unfortunately, taxes, duties, and shipping charges cannot be refunded. Check our Shipping Policy for more on this.
What if I'm unsure about sizing?
Finding the right fit matters to us. Take a look at our size guide for general guidance, and if you still have questions about a particular product, our customer service team is happy to help via email.
Why was my order canceled?
We apologize for the inconvenience! Reach out to our customer service team and we'll work with you to sort things out.
How can I cancel my order if I change my mind?
Since our system processes orders automatically, fulfillment begins almost immediately. As a result, we're only able to halt shipping within the first 24 hours after the order is placed.
What if I ordered the wrong item or size?
After your order ships, no changes can be made. Get in touch with customer service right away so we can try to make adjustments before it goes out.
How can I check the status of my order?
Once your package is processed, you'll get an email with a tracking number. Head to our "Track Your Order" page and enter your tracking number, order number, email address, or phone number to check its status.
How do I return an item?
Sorry to hear you'd like to return something! Full instructions on returns and exchanges can be found on our Return Policy page.