SHIPPING + RETURNS.
SHIPPING POLICY
Thank you for choosing to shop with River and Sands!
Here are the details regarding our shipping policy for orders within Australia & NZ:
1. Processing Time:
Orders are processed within 1-2 business days from the date of purchase.
2. Shipping Time:
Standard Shipping
AUS: Standard shipping typically takes 3-5 business days for delivery within Australian metropolitan areas and may take longer for regional or remote locations.
NZ: Standard shipping typically takes 4-7 business days for delivery within metropolitan areas and may take longer for regional or remote locations.
Express Shipping
AUS: Express shipping typically takes 1-3 business days for delivery within Australian metropolitan areas and may take longer for regional or remote locations.
At peak and holiday periods, shipping times may vary.
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3. Shipping Costs:
Shipping costs are calculated at checkout based on the order value.
4. Order Tracking:
Once your order is dispatched, a confirmation email containing tracking details will be sent to you. This allows you to monitor the progress of your shipment.
5. International Shipping:
At the moment, we only offer shipping within Australia and NZ. However, we are exploring options for international shipping in the near future. Stay tuned for updates!
6. Delays and Unforeseen Circumstances:
Please note that unforeseen circumstances such as extreme weather conditions or public holidays may impact shipping times. We will do our best to communicate any delays promptly and keep you informed.
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7. Shipping Partners:
We work with trusted shipping partners to ensure the safe and efficient delivery of your orders. However, we cannot be held responsible for any delays caused by these third-party carriers.
8. Shipping Queries:
If you have any questions or concerns regarding your shipment, please feel free to contact our customer support team at hello@riverandsands.com for assistance.
By placing an order with River and Sands you agree to the terms and conditions outlined in this shipping policy.
Thank you for your trust in us. We're excited to get your adventure gear delivered to you promptly and reliably!
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RETURN & EXCHANGE POLICY
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At River and Sands, we strive to ensure your complete satisfaction with your purchases. If, for any reason, you are not entirely pleased with your order, we offer a hassle-free return and exchange policy for our customers within Australia. Please take note of the following guidelines:
1. Eligibility for Returns and Exchanges:
- We accept returns and exchanges within 30 days from the date of purchase.
- The item(s) must be unworn, unwashed, and in its original condition with tags attached to be eligible for return or exchange.
2. Items Excluded from Return and Exchange:
- We cannot accept returns or exchanges on items marked as final sale.
3. Return Process:
- To initiate a return or exchange, please contact our customer support team at hello@riverandsands.com to obtain a Return Authorisation (RA) number.
- Pack the item(s) securely in the original packaging, including all tags and labels, along with the RA number provided.
- Customers are responsible for return shipping costs unless the return is due to a mistake on our part (e.g., incorrect item shipped, defective product).
4. Exchange Process:
- If you wish to exchange an item for a different size or colour, please contact our customer support team to arrange the exchange.
- Exchanges are subject to availability. We will do our best to accommodate your request based on stock availability.
5. Refund Procedure:
- Upon receiving your returned item(s), our team will inspect them to ensure they meet our return policy criteria.
- Refunds will be processed within 5-7 business days after the inspection of the returned item(s) and will be issued using the original payment method.
6. Damaged or Defective Items:
- In the rare event that you receive a damaged or defective item, please contact us immediately with photos of the issue. We will provide instructions on how to proceed with the return or exchange at no additional cost to you.
7. Communication and Assistance:
- If you have any queries or need further assistance regarding returns or exchanges, please reach out to our dedicated customer support team. We are here to help!
8. Policy Acknowledgment:
- By making a purchase from River and Sands, you acknowledge and agree to adhere to the terms outlined in our return and exchange policy.
We appreciate your support and value your satisfaction with our products. Our goal is to ensure a seamless shopping experience for all our customers.
Thank you for choosing River and Sands for your adventure-ready gear!