Returns
If you are not completely satisfied with your purchase from Rivet & Hide, we offer a returns service.
For returns received back and completed within 21 days of receipt, we offer a full refund. Items must be returned in their original state, with tags, in order to be eligible for a refund or exchange.
You can order and pay for return shipping via our website. This is a fast, tracked returns service.
The process is simple and, for orders outside of the UK, will avoid any possibility of a customs charge.
If you choose a different courier service for your return, please ensure the package is fully tracked. If you are shipping from outside the UK, make sure your item is clearly marked as “RETURNED GOODS” for customs purposes, with a nominal value of £10/€15/$15. Any parcels incorrectly described/declared are likely to be subject to severe delays and may result in unnecessary duties and charges which will be the responsibility of the sender.
Please send any returns to: Rivet & Hide, 5 Windmill Street, London W1T 2JA, UK.
If you wish to exchange the returned item for a different size or model, please let us know in advance. This will help us to prepare that item to send in exchange, as soon as possible.
To minimise returns, we do request that you check our size charts thoroughly, to get the perfect fit first time. Feel free to email us with any questions regarding sizing before you complete your purchase.
If your items are incorrect or faulty upon delivery, we will assume the costs and responsibility for return shipping. Please advise us immediately if there is a mistake relating to your order, by emailing [email protected].
Please note that any items bought from the Sayonara Outlet are non-returnable. Similarly, any jeans which have been hemmed or customised at your request will not be eligible for exchange or refund. For hygiene reasons, we cannot accept returns on any underwear items including socks.
This does not affect your rights under ICACR. See our full Terms and Conditions for more details.
Returns within the UK
For returns within the UK, please purchase a return postage package via DHL.
Return postage costs £8, for a fast, secure service, tracked by DHL couriers.
We will only accept returns that arrive back with us within 21 days from the date of receipt.
Please complete the returns form and seal it within the parcel. If you no longer have the returns form from inside your original order, you can download a printable version here.
Items returned in their original state, unworn and with all tickets and tags attached will be eligible for a full refund.
We will credit your account within 3 working days of receiving your returned items. Refunds will be returned via the original method of payment.
If you would like to exchange your purchase for another item, we offer free delivery of your alternate item.
(Please note, that free shipping is only available for one exchange. If you return an order multiple times, standard delivery fees will apply. See full details on our Delivery and Shipping page.)
In-Store Returns
You can also return items in-store, whether you purchased them online or in person. Please bring your order with you, including proof of purchase, and we will arrange for a refund or exchange.
Our stores are located in London and Manchester, open 7 days a week.
Returns within the EU
If you are not completely satisfied with your purchase from Rivet & Hide, we offer a returns service.
Items can be returned for refund if received back within 21 days. Items must be returned in their original state, with tags, in order to be eligible for a refund or exchange.
Due to the UK’s departure from the EU you can only return goods until further notice by using our DHL returns service via our website to avoid any customs charges when the goods return to the UK. This is a fast, tracked returns service. We will continue to ship one exchange without charge and with any duties and taxes paid on your behalf.
If you wish to exchange the returned item for a different size or model, please let us know in advance. This will help us to prepare that item to send in exchange, as soon as possible.
To minimise returns, we do request that you check our size charts thoroughly, to get the perfect fit first time. Feel free to email us with any questions regarding sizing before you complete your purchase.
If your items are incorrect or faulty upon delivery, we will assume the costs and responsibility for return shipping. Please advise us immediately if there is a mistake relating to your order, by emailing [email protected].
Please note that any items bought from the Sayonara Outlet are non-returnable. Similarly, any jeans which have been hemmed or customised at your request will not be eligible for exchange or refund. For hygiene reasons, we cannot accept returns on any underwear items including socks.
This does not affect your rights under ICACR. See our full Terms and Conditions for more details.
We ship all goods to the EU duties and taxes paid to ensure that our EU customers never incur any extra costs upon receipt of their items.
As these taxes cannot be recovered by Rivet & Hide, it’s an unfortunate truth that refunds are very costly for us. To minimise returns, we work closely with our customers once they’ve placed an order to clarify sizing and ensure a perfect fit the first time around.
For orders BELOW 200 Euro we are able to refund in full should any issues arise. For orders ABOVE 200 Euro a refund will be issued with a small portion of the taxes withheld, to the value of 20% of the items purchase price. Rest assured that we will ALWAYS make this absolutely clear BEFORE shipping to allow EU customers to decide if they wish to continue with their order.
To avoid any issues with UK customs, we require all returns to be carried out via our DHL returns service. We will ship any exchanged items free of charge.
We appreciate your patience and understanding as we navigate the ever-changing landscape of small business post-Brexit.
Return postage costs €25, for a fast, secure service, tracked by DHL couriers.
We will only accept returns within 21 days from the date of receipt.
Please complete the returns form and seal it within the parcel. If you no longer have the returns form from inside your original order, you can download a printable version here.
Items returned in their original state, unworn and with all tickets and tags attached will be eligible for a refund to the value agreed prior to despatch.
We will credit your account within 3 days of receiving your returned items. Refunds will be returned via the original method of payment.
If you would like to exchange your purchase for another item, we offer free delivery of your alternate item.
(Please note, that free shipping is only available for one exchange. If you return an order multiple times, standard delivery fees will apply. See full details on our Delivery and Shipping page.)
International Returns
Return postage costs vary by location: £20 from within the EU, and £25 for worldwide returns.
We will accept international returns received back within 21 days from the date of receipt.
Please ensure the package is fully tracked. If you are sending from outside the European Union, make sure your item is clearly marked as ‘RETURNED GOODS’ for customs purposes, with a nominal value of £10/€15/$15. You must also tick the ‘Returned Goods’ option on your customs declaration form, to avoid any unnecessary import charges and taxes.
We also ask that you take care to ensure the item is well packaged, to avoid damage in transit. We cannot take responsibility for any damage incurred during shipping.
Refunds and Returns FAQs
How long do I have to return my purchase?
We will accept returns that are received back up to 21 days after received.
Who pays for return postage?
If you have changed your mind about your order or purchased the wrong size, you must cover the cost of return shipment. We recommend that you insure the return shipment, using our trusted, trackable DHL service.
We will assume the cost of return shipping only if your items are incorrect or faulty upon delivery.
Please also note that any refunds do not include the cost of the original or the return postage and packaging.
What do I need to include in the returned package?
For us to process your return, your package must include:
Returned items, unworn and unwashed, complete with tags.
A complete returns form
Any protective packaging to avoid damage to your items in transit.
If you are returning footwear, please note that you must also include the original box. Please protect the shoe box with outer packaging, as we consider the box to be part of the product itself.
What if my returned goods are lost or damaged in transit?
We cannot take responsibility for any items damaged or lost as part of the return delivery process. As the consumer, you are liable for any damage to your items incurred before we receive your returned package.
Therefore, we ask that you please use a trackable, insured service - preferably DHL.
We will be unable to process a refund or exchange for any goods that do not reach our store in time, or in a saleable condition.
Please refer to our Terms and Conditions for further information on returns.