SHIPPING & DELIVERY POLICY

Last updated: 6 October 2026

At RIVE & RITUEL, each order is prepared with care and dispatched from Switzerland.

Many of our garments are individually produced following purchase. The time required to create and prepare your order is therefore separate from the carrier's delivery time.

This Shipping & Delivery Policy applies to orders placed directly through the RIVE & RITUEL website.

1. Business Days

Orders are processed and dispatched on Swiss business days, Monday to Friday, excluding applicable public holidays and days on which our production or delivery partners are closed.

Orders placed during weekends or public holidays will begin processing on the next available business day.

References to “business days” in this Policy do not include Saturdays, Sundays or applicable public holidays.

2. Order Processing

Orders ordinarily enter processing within approximately one business day of being received.

Processing may include:

• Payment authorisation
• Fraud-prevention or security checks
• Delivery-address verification
• Product, size and colour confirmation
• Review of measurements or customisation instructions
• Preparation for production or fulfilment

Processing within one business day does not mean that the garment will be produced or dispatched within one business day.

If additional information is required, we may contact you before production or fulfilment continues.

3. Made-to-Order Production

Many RIVE & RITUEL garments are produced individually following purchase rather than being selected from mass-produced inventory.

Most standard made-to-order garments begin production shortly after the order has been accepted and payment has been successfully authorised.

Unless a different production period is shown on the relevant product page or confirmed separately, standard made-to-order garments will ordinarily be prepared for dispatch within approximately 3 to 4 business days.

Production may take longer for:

• Made-to-measure garments
• Bespoke or personalised pieces
• Non-standard sizing
• Special colour combinations
• Garments requiring alterations
• Complex designs
• Large orders
• Group, hospitality or event orders
• Orders placed during unusually busy periods
• Garments requiring additional quality-control work

Production periods are estimates rather than guaranteed dispatch dates unless RIVE & RITUEL expressly confirms otherwise in writing.

If we become aware of a significant production delay, we will make reasonable efforts to contact you.

4. Production Time vs. Delivery Time

Please note that production time and shipping time are separate.

For example, a standard made-to-order garment may require approximately 3 to 4 business days for production before the carrier's delivery period begins.

Carrier delivery estimates start only after production and fulfilment have been completed and the parcel has been handed to or accepted by the carrier.

5. Dispatch Confirmation and Tracking

You will ordinarily receive a dispatch confirmation after your parcel has left our production location or has been accepted by the carrier.

Where tracking is available, the confirmation will include a tracking number or tracking link.

Tracking information may take some time to become active after a shipping label has been created.

Creation of a shipping label does not necessarily mean that the carrier has already physically collected or scanned the parcel.

6. Shipping Carriers

RIVE & RITUEL works with established postal and courier services.

Depending on the destination and service selected, carriers may include:

• DHL Express
• Swiss Post
• Local destination-country delivery partners

The carrier used for an order may vary depending on:

• Delivery destination
• Parcel size and value
• Service availability
• Customs requirements
• Selected shipping method

We may use another appropriate carrier where reasonably necessary to complete delivery.

7. Shipping Rates

Available shipping options and charges are displayed at checkout before you complete payment.

Shipping charges may vary depending on:

• Destination
• Parcel size or weight
• Delivery speed
• Carrier availability
• Order value
• Customs requirements
• Promotional shipping offers

The shipping charge confirmed at checkout will ordinarily apply to your order.

Import duties, destination-country taxes, customs charges and carrier brokerage fees are separate unless checkout expressly states that they are included.

8. International Shipping

RIVE & RITUEL ships internationally to the destinations made available through our checkout.

Available destinations and shipping services may change depending on:

• Carrier coverage
• Customs restrictions
• Import regulations
• International sanctions
• Transport availability
• Circumstances outside our reasonable control

If your destination is not available at checkout, please contact:

customer.care@riveandrituel.com

Please include your country, postcode and the product you are interested in.

We may be able to confirm whether another delivery arrangement is possible. Contacting us does not guarantee that we can deliver to a destination unavailable through the website.

9. Estimated Delivery Times

Our general carrier delivery estimates after dispatch are:

Switzerland: approximately 1–2 business days
Europe: approximately 2–5 business days
United Kingdom: approximately 2–5 business days
United States & Canada: approximately 3–7 business days
Other international destinations: approximately 5–10 business days

These estimates begin after production and dispatch.

They do not include made-to-order production time.

Delivery periods are estimates and are not guaranteed unless a guaranteed delivery service has specifically been purchased and confirmed.

Remote destinations, islands and locations requiring additional customs processing may require additional time.

10. Customs, Duties and Taxes

International orders may be subject to:

• Import duties
• Customs charges
• Local taxes
• Sales taxes
• Handling charges
• Carrier brokerage fees

Unless the checkout expressly states that duties and taxes are included, these amounts are not included in the product price or RIVE & RITUEL shipping charge.

The recipient is responsible for destination-country import charges and for providing any information reasonably required by customs or the carrier.

Customs charges are determined by the relevant destination-country authorities or delivery provider and are outside RIVE & RITUEL's control.

We cannot falsely declare a commercial order as a gift or artificially reduce its customs value.

Where a parcel is refused, abandoned or returned because the recipient fails to pay required import charges or provide required customs information, reasonable return, customs, handling or reshipping costs may apply where permitted by law.

11. Delivery Information

Customers are responsible for providing complete and accurate delivery details.

Please check that your order includes the correct:

• Recipient name
• Building or house number
• Street
• Apartment or floor where applicable
• Postal or ZIP code
• City
• Country
• Telephone number
• Hotel, company, reception or concierge details where relevant
• Delivery access information where required

Please review the information carefully before completing checkout.

RIVE & RITUEL is not responsible for delays or additional costs resulting from incorrect or incomplete information supplied by the customer, except where we contributed to the error.

12. Changing Your Delivery Address

If you need to change your delivery address, please contact us immediately.

We will make reasonable efforts to assist if the order has not yet entered fulfilment or been dispatched.

An address change is not confirmed until RIVE & RITUEL has confirmed it.

Once an order has been prepared for dispatch or transferred to the carrier, we may be unable to change the delivery address.

Where a carrier agrees to redirect a parcel, additional fees or delays may occur.

Reasonable redirection or reshipping charges resulting from an incorrect address originally supplied by the customer may be charged to the customer where permitted by law.

13. Tracking Your Order

Customers should monitor the tracking information supplied after dispatch.

Tracking may show:

• Carrier collection
• Movement between carrier facilities
• Customs processing
• Delivery attempts
• Transfer to a local carrier
• Collection-point availability
• Delivery confirmation

Please respond promptly where the carrier requests customs information, payment, delivery instructions or collection.

Carrier notifications may be sent using the email address or telephone number provided with your order.

14. Delivery Attempts and Collection Points

Depending on the destination and carrier, delivery may require:

• A signature
• Proof of identity
• Payment of import charges
• Collection from a service point
• Additional delivery instructions
• Safe-place authorisation

Where delivery is unsuccessful, the carrier may attempt delivery again or send the parcel to a local collection point.

Customers are responsible for collecting parcels within the carrier's stated collection period.

RIVE & RITUEL cannot guarantee the number or timing of delivery attempts made by an independent carrier.

15. Hotels, Concierge, Reception and Safe Places

Where you instruct or authorise a carrier to deliver your parcel:

• To a hotel
• To reception
• To a concierge
• To a neighbour
• To a nominated safe place
• To a parcel locker
• To a collection point
• To another authorised location

delivery to that location may be treated as completed where permitted by applicable law.

You are responsible for ensuring that the nominated location is suitable and secure.

If you independently change delivery instructions with the carrier after dispatch, RIVE & RITUEL may not be responsible for loss or damage caused specifically by those revised instructions, except where responsibility cannot lawfully be excluded.

16. Uncollected, Refused or Returned Parcels

A parcel may be returned to RIVE & RITUEL where:

• It is not collected
• Delivery repeatedly fails
• The recipient refuses delivery
• Import charges are not paid
• Required customs information is not supplied
• The delivery address is incorrect or incomplete

We will review the order after the parcel has been returned.

Reasonable costs associated with the return may apply, including:

• Return transport
• Customs charges
• Carrier handling
• Address correction
• Reshipping

A parcel being returned to RIVE & RITUEL does not automatically cancel the order and does not automatically create a right to a cash refund.

Where appropriate, we may arrange redelivery, an exchange or store credit in accordance with our policies.

Mandatory consumer rights remain unaffected.

17. Delivery Delays

Delivery delays can occasionally occur after dispatch.

Possible causes include:

• Customs inspections
• Severe weather
• Public holidays
• Strikes or industrial action
• Transport disruption
• Border restrictions
• Carrier congestion
• Incorrect delivery information
• Remote-area limitations
• Local emergencies
• Government restrictions
• Security incidents
• Events affecting carriers or suppliers

We will provide reasonable assistance where a parcel is materially delayed.

Carrier delivery dates are estimates unless a guaranteed service has expressly been confirmed.

A delay does not automatically create a right to compensation, cancellation or cash refund where delivery remains possible, except where applicable law provides otherwise.

18. Parcels Marked as Delivered

If tracking shows that your parcel was delivered but you cannot locate it, please first:

• Check the delivery address on your order confirmation
• Check any authorised safe place
• Ask members of your household
• Check with neighbours
• Check with reception, concierge or building management
• Review any carrier photograph or delivery note
• Contact the carrier for additional delivery details

If you still cannot locate the parcel, contact:

customer.care@riveandrituel.com

Please notify us as soon as reasonably possible so that we can investigate with the carrier.

A carrier's delivery scan will form part of the investigation but does not automatically determine the outcome if there is evidence that the parcel was incorrectly delivered.

19. Lost Parcels

A parcel will not ordinarily be treated as lost while it remains within the carrier's normal delivery or investigation process.

Where tracking stops updating or delivery becomes significantly overdue, please contact us so that we can investigate with the carrier.

If the carrier confirms that a parcel has been lost, RIVE & RITUEL will determine the appropriate remedy according to the circumstances.

Our preferred remedies may include:

• Reproducing and resending the garment
• Sending a replacement product
• Issuing RIVE & RITUEL store credit

Replacement or reproduction remains subject to fabric, colour and production availability.

RIVE & RITUEL does not ordinarily provide voluntary cash refunds. Where applicable law specifically requires a monetary refund or another remedy, that mandatory legal requirement will apply.

20. Parcels Damaged During Delivery

If your parcel arrives visibly damaged, please photograph:

• The unopened outer packaging
• Shipping label
• Any crushing, tears or water damage
• Interior packaging
• The affected garment

Contact RIVE & RITUEL as soon as reasonably possible and retain all packaging while the matter is being investigated.

Please do not wear, wash, alter or repair a garment believed to have been damaged during delivery before we have had an opportunity to assess it.

We may require photographs or other information in order to make a carrier claim.

Depending on the circumstances, we may provide a replacement, reproduction, exchange, store credit or another remedy required by applicable law.

21. Partial Shipments

Where an order contains multiple garments, we may occasionally send them in separate parcels.

This may occur where:

• Products have different production periods
• Bespoke work is required
• One item is delayed
• Different packaging is required
• Different delivery arrangements improve fulfilment

Where RIVE & RITUEL chooses to divide an order into multiple parcels, we will not ordinarily charge an additional shipping fee unless this has been agreed with you beforehand.

Separate tracking information may be provided.

22. Combining Orders

Orders placed separately are not automatically combined.

We may be able to combine orders where:

• Neither order has entered fulfilment
• They are addressed to the same recipient
• They have the same delivery destination
• Customs and carrier arrangements allow it
• You contact us promptly

We cannot guarantee that separately paid shipping costs can be credited once processing or fulfilment has begun.

23. Cancellation After Dispatch

Once an order has been dispatched, it cannot be cancelled through the shipping process.

Refusing delivery does not constitute an authorised exchange, return or cancellation request.

Customers wishing to use an applicable exchange, return or statutory cancellation right must follow our Exchange, Returns & Store Credit Policy.

Unauthorised refusal of a parcel may result in reasonable return, customs or carrier charges where permitted by law.

24. Exchanges and Store Credit

RIVE & RITUEL does not offer voluntary cash refunds for change of mind.

Eligible voluntary returns are handled through:

• Exchange, or
• RIVE & RITUEL store credit

The eligibility requirements and procedures are explained in our Exchange, Returns & Store Credit Policy.

Shipping charges already incurred are not ordinarily included in voluntary store credit unless we expressly agree otherwise.

Nothing in this section removes any refund or other remedy that RIVE & RITUEL is legally required to provide under mandatory consumer law.

25. Purchases Through Other Retailers

This Shipping & Delivery Policy applies only to orders purchased directly from RIVE & RITUEL.

Where you purchased a RIVE & RITUEL product through an independent:

• Retailer
• Marketplace
• Stockist
• Department store
• Online sales partner

please contact the retailer that processed your transaction.

That retailer's own shipping, tracking and delivery policies will normally apply.

RIVE & RITUEL cannot directly refund shipping charges, alter delivery arrangements or reverse payments processed by another retailer.

26. Events Outside Our Reasonable Control

RIVE & RITUEL is not responsible for delay or failure caused by events outside our reasonable control where we have taken reasonable steps to minimise their effect.

Such events may include significant:

• Weather events
• Natural disasters
• Customs disruption
• Border restrictions
• Strikes
• Transport interruption
• Government measures
• Carrier-network disruption
• Energy or communications failures
• Material shortages
• Security incidents
• Production or supplier disruption

Where such an event materially affects an order, we may contact you with a revised estimate, provide an available alternative, delay fulfilment until performance becomes possible or provide another remedy required by applicable law.

27. Your Statutory Rights

This Policy explains RIVE & RITUEL's normal production, shipping and delivery arrangements.

Nothing in this Policy excludes, restricts or replaces consumer rights that cannot lawfully be excluded.

Where applicable law provides mandatory rights concerning delivery, delay, loss, damage, cancellation or reimbursement, those rights will take precedence over any conflicting provision of this Policy.

This does not alter RIVE & RITUEL's general commercial policy that voluntary change-of-mind returns are resolved through exchange or store credit rather than cash refunds.

28. Contact Us

For assistance with production, shipping, tracking or international delivery, please contact:

RIVE & RITUEL
Esplanade de Pont-Rouge 9a
1212 Lancy
Switzerland

Email: customer.care@riveandrituel.com