REFUND AND RETURN POLICY

Can I return my order?

Yes, you can.

If you are not satisfied with your order, you can return it within 30 days of receipt.

The following conditions must be met for a return to be accepted:
The item must be in the same condition as when received, including all parts, components, original tags and labels, and original packaging.
Items must be unworn and unwashed, with no signs of wear or use.
Items with hygienic relevance (e.g., socks) must be unused and unopened before return.
The item was damaged upon receipt or has a manufacturing defect.

If your order was purchased as a bundle or set, all items in the bundle must generally be returned together. Individual items from bundles may not be eligible for separate returns.

For hygiene reasons, underwear, swimwear (including bikinis and swim shorts) and bodysuits cannot be returned or exchanged, unless the item arrives damaged, faulty, or incorrect.

A return will be processed within 7 business days. If conditions are met, official confirmation and acceptance of the return will follow.

We reserve the right to refuse returns if items are obviously used or damaged outside our responsibility.

How to return your order

Step 1: Send us an email

Send an email to: support@riley-vancouver.com

Please include:

  • Your order number
  • Why do you want to return the item?
  • In case of damage: a photo of the item
  • Your name and address

Step 2: Wait for our reply

We will review your request and then send you the return address. Once your return request is approved, we'll confirm this by email within 7 business days.

Step 3: Return the package

Send the package to the address we provide.

Important: Do not send to the address on the package! (this is the supplier address and returns sent there cannot be processed) Returns sent to any address other than the one we provide, including the company or warehouse address on our website, cannot be processed or refunded.

The customer is responsible for the cost of the return shipment.

Damages & Issues

If you receive a damaged item or an incorrect item, please contact us within 7 days of delivery at support@riley-vancouver.com. Reports received after this period will not be eligible for a refund or replacement. Please include:

  • Your order number
  • Photos of the damaged or incorrect item
  • A brief description of the issue

If the issue is due to an error on our part (incorrect item shipped, manufacturing defect, or damage in transit), we will arrange a replacement free of charge.

Exchanges

The quickest way to receive a different item is to:

  1. request a return for the item you have, and
  2. place a new order once your return is approved.

Order cancellations

You can cancel your order free of charge within 15 minutes of placing it. Since orders are processed automatically, cancellation is no longer possible once this window has passed. To cancel within this window, send us a clear request by email to support@riley-vancouver.com.

Orders already in shipping

Once your order has been shipped, it can no longer be cancelled. Please wait for the package to arrive and return it afterwards if needed, following the return steps above.

Incorrect address information

It is the customer's responsibility to provide complete and correct delivery information. We accept no liability for delayed or undeliverable shipments resulting from incorrect address details. If a shipment cannot be delivered for this reason, the shipping costs incurred will be deducted from your refund. If you'd like the order reshipped after correcting the address, any additional shipping costs will be charged to you.

Uncollected or refused packages

If a delivery is not collected or is refused by the customer, it will be automatically returned to us. In this case, the standard return conditions and any applicable shipping costs apply.

Refunds

Once your return has arrived and been inspected, your refund will be processed within 7-14 business days. Refunds are issued to your original payment method only; shipping costs are non-refundable.

After the refund is issued, it typically takes 7-14 business days for the funds to appear on your statement (depending on your bank/card provider). Please note that processing times can vary.

If more than 14 business days have passed since your return was approved and you haven't received your refund, please contact us at support@riley-vancouver.com.

Conditions at a glance

  • Return period: 30 days from receipt
  • Return processing: confirmation within 7 business days of receiving your return request
  • Refund processing: 7-14 business days after inspection, to original payment method only
  • Cancellation window: 15 minutes after placing the order
  • Damage reporting window: within 7 days of delivery
  • Exceptions: personalized items and opened/used hygiene products are excluded from returns

Contact Information

  • Brand name: Riley Boutique
  • Company name: JTJ Commerce LLC
  • Contact address: 30 N Gould St, STE R, Sheridan, WY 82801, USA
  • Email: support@riley-vancouver.com
  • Phone number: +1 825 782 9115
  • Customer service hours: Monday to Friday, 8:00 AM to 6:00 PM (PST)

We strive to respond to all inquiries within 24 hours.