FAQ

Frequently Asked Questions

Welcome to Rilvilo. Find answers to common questions about orders, payments, shipping, delivery, returns, refunds, and customer support below.

For assistance, please contact us at service@rilvilo.com. For order-related inquiries, please include your order number so we can assist you more efficiently.

1. Ordering

Do I need an account to place an order?

You may place an order using the checkout options available on our website. If account registration is available, creating an account may help you review your order information and purchase history.

Can I change or cancel my order?

You may request an order change or cancellation within 48 hours of purchase. Please contact our customer service team as soon as possible.

Changes or cancellations may not be possible once an order has entered fulfillment or shipment. Submitting a request does not guarantee approval. Please wait for confirmation from our customer service team.

2. Payment

What payment methods are accepted?

The payment methods available for your order will be displayed at checkout. Available options may vary depending on your location and payment provider.

Are additional fees possible?

Your bank or payment provider may charge additional currency conversion or transaction fees.

Please review any applicable shipping charges, taxes, and the final order total displayed at checkout before completing your payment.

3. Shipping

How long does order processing take?

Order processing generally takes 1–3 business days after payment verification.

How long does delivery take?

Estimated delivery time is 12–15 business days after dispatch.

Actual delivery times may vary depending on your destination, customs clearance, carrier operations, and other logistics conditions.

How can I track my order?

If tracking information is available, it will be sent to the email address used at checkout after your order has been dispatched.

Please allow some time for the carrier's tracking system to update. If you have questions about your shipment, contact us with your order number.

4. Delivery Issues

What if I entered the wrong shipping address?

Please contact our customer service team immediately if you entered an incorrect shipping address.

We will do our best to help correct the address if your order has not yet been dispatched. However, address changes cannot be guaranteed once order processing has progressed.

What if tracking shows that my parcel has been delivered, but I have not received it?

First, please check with the shipping carrier, your household members, neighbors, and any designated parcel delivery location.

If you are still unable to locate your parcel, contact us with your order number and tracking information. We will help investigate the delivery status.

5. Returns & Refunds

What is the return period?

You may submit a return request within 30 calendar days after receiving your order, subject to the terms and conditions of our Return & Refund Policy.

Please contact us before sending any item back to receive return instructions and the appropriate return address.

Who pays for return shipping?

Customers are generally responsible for return shipping costs.

However, if an item is defective, damaged, or incorrect due to an error on our part, we will cover the applicable return shipping costs.

What if an item arrives damaged or incorrect?

If your item arrives damaged, defective, or different from what you ordered, please contact us within 7 calendar days after delivery.

Please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs showing the damaged or incorrect item.

Our customer service team will review your request and explain the appropriate next steps.

6. Refunds

How long does a refund take?

Once your returned item has been received and inspected, and your refund has been approved, we aim to process the refund within 5–10 business days.

Approved refunds will be issued to the original payment method.

Please note that your bank or payment provider may require additional processing time before the refunded amount appears in your account.

7. Payment Security

Is payment secure?

Payments are processed through third-party payment providers using their secure payment processing systems.

For more information about payment security and data protection, please refer to the relevant payment provider's security and privacy policies.

8. Contact Us

How can I contact customer service?

You can reach our customer service team through the following channels:

We aim to respond to customer inquiries within 24 business hours.

For order-related questions, please include your order number to help us locate your purchase and provide assistance more efficiently.

Thank you for choosing Rilvilo!

We appreciate your trust and support. Our customer service team is committed to providing helpful assistance throughout your shopping experience.