HOW DO I RETURN AN ITEM?
We absolutely want you to love our products, however we understand that if you’re not 100% satisfied with the items you received, we gladly accept returns within 14 days of receipt for most items in new condition.
1. Please contact Customer Service with contact us page, indicating the item(s) you would like to return and the reason. We will get back to you within 24 hours. Your patience will be highly appreciated.
2. After receiving return instructions from us, please package up the item(s) to be returned with the original packing.
3. Drop off your package at the local post office.
4. Most returns are processed within 5 business days after we receive your package. We’ll issue the refund to your payment account in advance. Once your refund has been issued, you will receive a confirmation email.
Once you have clicked on the “confirm” button, it is not possible to edit or cancel your order. Because we care about our customers we will try to change or cancel any order till end of that day program or if weekend till Monday morning. If you want to change some parameters such as customer addresses, quantity etc., please contact us as soon as possible. We are not bound to make such modifications in your order, but we will do our best on a case-by-case basis. Replacement of Products and credits to the Member’s account for Products claimed as damaged or not received are subject to Castle Smile’s investigation and discretion.
We do not accept second thought on size issues (due to customer’s fault in case it’ totally as recorded in customer’s order details) so please view the size chart carefully before placing your order.
Please note that any orders that have already been packed or shipped cannot be cancelled.
RETURN CONDITIONS
1. You have 14 days to decide if an item is right for you, if not, you can certainly come to us within 14 days of receipt.
2. The following items cannot be returned or exchanged: custom made products (with personal names or requests).
3. Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s worn, damaged, washed or altered in any way.
4. We do not accept returned items that were sent back by you directly without checking with us first.
5. We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.
6.If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Note: The original shipping fee and insurance are non-refundable.
REFUNDS
We believe in our products so much that we offer a 14 day No-Hassle refund policy. If you’re unhappy about your purchase, send us the product back and we’ll refund your money immediately.
REFUND METHOD
Online direct
RETURN ADDRESS
If you wish to return the items to the nearest return address, please contact our customer service at support@riakids.co to get the return address.