3 Step Order Processing.
Requests To Cancel Orders
We are not required to offer you a refund or cancel your order in accordance with the Australian Consumer Law due to but not limited to the following:
- If you changed your mind
- Request a refund due to finding cheaper elsewhere
- You don't need the item(s)
We will only cancel a cancellation request if we haven't already actioned your order. For example: If your order has not been processed yet, packaged, or despatched. Only then can we cancel your order. Please note: order cancellations are refunded via store credit or gift cards only.
Deliveries And Delays
When orders are dispatched and your order is on the way to you, we have no control of any delays caused by the shipping company. We are not responsible for such delays. The stated shipping times on our website is an estimate only, these times are passed onto us by the shipping company. Please note: delivery times may vary due to delivery locations.
Expected delays occur during our sales periods, public holidays, delays in transit, and machinery or computer break downs. It is the customer's responsibility to read and understand our shipping policy before placing any orders on our website.
Once you place your order on our website, you agree in full to our shipping policy and understand we are not liable for delays caused by the shipping company. You also agree our shipping times listed on our website are an estimate only and delays are expected during sales periods, public holidays, or transit and machinery or computer break downs.
Our system will notify the customer when orders are delivered almost instantly. However, if you check your tracking number and it shows the status of delivered but you have not received it yet, please contact us on firstname.lastname@example.org and we will look into it for you.
When placing your order and you select the authority to leave or no signature required on delivery, this means you take full responsibility for the item(s) during transit. Rivalgirl and any shipping companies associated with your order are removed, the customer "you" has now taken full responsibility for that delivery and parcel.
If you received your parcel and it has been damaged during transit, please contact us on email@example.com and our team will be happy to help in resolving the issue.
If you have not received your parcel yet & selected signature on delivery at the time of purchase but when you try tracking your parcel it indicates the parcel has been in fact delivered and the customer is disputing the delivery then, the customer must contact the shipping company associated with their order. Rivalgirl is not responsible in this case. We can assist the customer to resolve the issue with the shipping company if needed.
Shipping And Returns
Shipping is currently FREE for multiple countries with no minimum order value. We do not cover return shipping, return shipping is the customer's responsibility.
- Orders must be returned back to us for store credit within 14 days from the day you receive your ordered item(s). Store credits are valid for 12 months.
- To return an item(s) they will need to be in their original condition, with tags, and seals still attached to the item just like you've received it.
- Your item(s) must be unworn, unwashed, perfume free, and in their original packaging.
Items excluded for exchange or return.
The below items are excluded from exchange or return due to hygiene reasons, Rivalgirl will not accept a request made to exchange or return items including, but not limited to:
We do not cover return postage. Returns will only be accepted when booked thru our return portal.
How Do I Send My Return?
Have all your order information ready and goto our return portal to start your return process. It's easy, and only takes 2 minutes.
After you have submitted your request?
1. Pack all the returned items, along with a print off of your confirmation of purchase email, and a note specifying your RMA number securely in a box. You can use the box the items arrived in or another box if you prefer.
2. You will receive our returns postal information straight after you have submitted your request.
3. If your item(s) are over the value of $50 we recommend purchasing extra cover in case your item(s) are lost during transit.
4. You will receive an email as soon as we received your items.
We take security very seriously, our systems are very sophisticated and can detect and flag fraudulent transactions. If an order has been detected for suspicious activity or transaction then we will place that order on hold and make checks with the card owner. We reserve the right to cancel the order, refund the transaction, and report it to fraud prevention authorities.
If your transaction has been flagged for a security check, then we will try contacting the card owner for confirmation for the transaction. delays are expected during this process and can take multiple days to resolve.
Customs And Import Duties
For international orders, some countries may incur customs charges or import taxes outside Australia. We do not have any control over these charges, therefore we cannot cover them for you.
Before placing your order please check with your countries customs and import laws for confirmation of importing goods into your country.
If the customer refuses to pay the taxes or import duties then, the parcel is returned back to us and we will contact the customer to arrange a re-shipment. If the customer does not want a re-shipment then we will refund the customer via store credit or a gift card to use.
Parcels Returned To Sender
It is the customer's responsibility to fully and correctly enter their address when placing orders thru our website. If the package cannot be delivered due to the customer entering the incorrect address when placing their order and the package is returned back to us then, we will contact the customer to arrange re-shipment.
Re-shipments are charged at AUD $9.95.
Once you place your order and it has been processed ready for shipment, we will assign a tracking number to the ordered item(s). Tracking numbers will take 1-3 days to assign to an order and will be trackable once the carrier scans the parcel, in some case the carrier delays scanning of the parcel and our tracking portal will come up as invalid or unavailable, but please be patient and try again after 24 hours as it can take up to 5 days for the parcels to be trackable.