Return, exchange & cancellation policy

At a glance

Riice pieces are designed for smiles, so if your order doesn't make you smile, please let me know so I can make it right. You can reach me through the contact form or at hello@ri-ice.com.

You have 14 days after receiving your order to return it, no reason needed. Here's the short version:

• Exchange: you send your piece back, I cover the shipping on your new one
• Cancel: free of charge 24h after placing your order
• Return: let me know within 14 days of delivery, then send your piece back within the next 14 days
• Return shipping: at your own cost
• Refunds: processed as soon as your return arrives and has been checked
• Not returnable: opened earrings and piercing jewelry, custom and made-to-size pieces, gift cards, and sale items

Exchanges

Would you rather have a different size or a different piece? I'm happy to exchange it.

1. Let me know within 14 days of delivery. Use the contact form or email hello@ri-ice.com, and tell me what you'd like instead.
2. Send your piece back within 14 days, packed with its jewelry boxes and pouches. Return shipping is at your own cost.
3. I ship your new piece as soon as your return arrives, and I cover that shipping. Spotted something else you love? You can add it to the same parcel.

Made-to-size pieces can't be returned, but they can be exchanged in the same way if the fit isn't right.

Cancelling an order

Changed your mind before your order has shipped? You can cancel free of charge within 24 hours after placing your order.

1. Use the contact form or email hello@ri-ice.com with your order number, as soon as possible.
2. I'll confirm your cancellation by email.
3. You'll receive a full refund, including shipping costs, to your original payment method.

Once your order has shipped, it can no longer be cancelled, but you can still return it as described below.

Made-to-order and made-to-size pieces can be cancelled free of charge until I've started making them. [Confirm this is what you want]

Returning your order

Your right of withdrawal (EU cooling-off period)

If you live in the EU, you have the legal right to withdraw from your purchase within 14 days, without giving a reason. The 14 days start on the day you, or someone you've named (not the carrier), receive your order. I offer the same 14 days to customers outside the EU too.

To meet the deadline, you only need to let me know within those 14 days. You can do this by sending me an email with your order number and the product(s) you wish to return, If you live in the European Union you can also use the model withdrawal form at the bottom of this page.

How to return, step by step

1. Let me know within 14 days of delivery. Use the EU withdrawal returns form and fill in your name and order number, or email hello@ri-ice.com. 
2. Pack your piece. Include the jewelry boxes and pouches it came in. You don't need the original shipping box.
3. Send it back within 14 days of letting me know, to the address in the confirmation email. Please use a tracked service.
4. I check your return as soon as it arrives.
5. You receive your refund as described under Refunds.

Return shipping costs

Return shipping is at your own cost, wherever you live. Returns I've asked for because an item is faulty are the exception: I cover those. Your return is your responsibility until it reaches me, so please use a tracked service.

What can't be returned

• Earrings and piercing jewelry, once the seal is broken. For hygiene reasons, these can only be returned sealed.
• Custom and made-to-size pieces. These are made to your specifications, so the right of withdrawal doesn't apply. Made-to-size pieces can still be exchanged.
• Gift cards.
• Sale items, for orders outside the EU. EU customers keep their 14-day right of withdrawal on sale items.

Condition of your return

Please return your piece unworn, with the jewelry boxes and pouches it came in. You're welcome to try it on the way you would in a shop. If a piece comes back worn, damaged or without its boxes or pouches, I may deduct the loss in value from your refund.

Refunds

I process your refund as soon as your return arrives and has been checked, and always within 14 days of you letting me know you're returning it. I may hold the refund until I've received your piece back or you've shown me proof of sending it, whichever comes first.

• What's refunded: the price of the returned items. For EU orders, this includes the original standard shipping cost. If you chose a more expensive delivery option, the extra cost isn't refunded.
• What isn't refunded: return shipping costs and import duties paid on your original order. For returns from outside the EU, any import taxes or duties charged when your parcel re-enters the EU are deducted from your refund. For US orders, the import duties included in your purchase price aren't refunded.
• How: to your original payment method, at no extra cost to you.
• When you'll see it: you'll get an automatic email once your refund is issued. Your bank usually takes a few days to process it, sometimes up to a few weeks.

Faulty or damaged items

Please check your order when it arrives. If your piece is damaged or faulty, or you received the wrong item, I'm so sorry! Contact me through the contact form or at hello@ri-ice.com with your order number and clear photos or a short video, and I'll make it right. Occasionally I may ask you to send the piece back first. If so, I cover the return shipping.

If you live in the EU, you're also protected by the legal guarantee: your purchase must be as described and work as it should. This applies in addition to this policy and doesn't affect your statutory rights.

Contact details

Riice, Sint-Mariastraat 136B, 3014 SR Rotterdam, the Netherlands. Email: hello@ri-ice.com. KvK: 78426294. VAT: NL003328494B40.