Returns and Refunds
The full process, the deadlines, and who pays for what.
The short version
You have 30 days from delivery to send an item back for a refund, no explanation needed. Return shipping is on us. Refunds are issued within 7 business days of your return reaching us.
Condition we need it in
Unworn, unwashed, with the original tags attached and in the original packaging, in a condition we can resell. Trying a jacket on is fine, that is what the return window is for. Items that come back worn, washed, altered, scented or damaged may be refused or refunded in part, and we will explain why before doing it.
How to return something
| 1 | Email help+riodrip@thesupport.care with your order number and the item concerned. |
|---|---|
| 2 | We reply within 24 business hours with a return authorization and a prepaid shipping label, plus the return address. |
| 3 | Pack the item back up, attach the label, and drop the parcel off. Keep your proof of postage. |
| 4 | Once it arrives and passes inspection, we refund within 7 business days to your original payment method. |
The return address is issued with your return authorization. Please do not ship anything back before you have a return authorization, as unannounced parcels can go unidentified.
Exchanges
For a different size or color, email us with the size you want. We will hold the replacement if it is still in stock and send it once the return is on its way. Exchanges carry no extra charge.
Faulty, damaged or wrong item
Email us with photos. We cover the return at our cost and send a replacement or a full refund including any shipping you paid. This is separate from the change-of-mind window above and does not use it up.
Refund timing
We issue the refund within 7 business days of receiving and inspecting the return. Your bank or card issuer then takes a further 3 to 10 business days to post it to your statement, which is outside our control. You get an email when we release the refund.
What cannot be returned
Items made to order or personalized for you, and sealed items that cannot be returned for hygiene reasons once opened. Where this applies, it is stated on the product page before you buy. Gift items received under a promotion must be returned along with the qualifying purchase if you return the whole order.
Cancelling before dispatch
Email us as soon as possible. If the order has not yet been handed to the carrier, we cancel and refund in full. After that, treat it as a return.