FAQ

PAYMENT CONFIRMATION
After your card has been charged, we will begin the delivery process. There are several payment options available on our site. We accept Visa®, MasterCard, American Express and PayPal. Regarding payment with credit cards Adyen manages all of our banking transactions and you can read more about their billing system - www.adyen.com

KLARNA PAYMENTS – SWEDEN
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment methods. Payment is to be made to Klarna.

Pay in [14] days: The payment period is 14 days from shipment of the goods or tickets/ availability date of the service.

Direct Debit: Available in Sweden. Your account will be debited after shipment of the goods in accordance with the timelines communicate​d. You will be notified about the date(s) by email.

The payment methods Pay in [14] days, and direct debit are only available in case of a positive credit assessment. For this purpose, during the order process and handling of your purchase, we forward your data for an address and credit check to Klarna. We can only offer you the payment methods available based on the result of the credit check. General information about Klarna and the user terms per country can be found on klarna.com. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy statement.


ORDER CONFIRMATION
Once we have received your order we will send a confirmation to the email address that you entered when your order was placed. It is therefore important that you enter your correct e-mail address when placing an order. The order confirmation (receipt) also serves as your proof of purchase. Save this email in order to facilitate any contact with customer service. If you didn’t get an order confirmation, please contact our customer service at: support@richmondfinch.com


CANCELLATIONS/CHANGES
Only orders that have not yet been dispatched can be cancelled. Cancellation is not valid until the customer has confirmed R&F/RS by email and has received a confirmation email. If the order has already been dispatched it cannt be cancelled. In cases where the order has been dispatched, the customer is required to receive the order and process it as a return.


CAN I RETURN?
Yes, you have 14 days to return your item. Please contact us at info@richmondfinch.com within 14 days after you received your item. Please include your order number and state your reason for return. We will then contact you with the proper instructions. If you do not contact us before making a return, you run the risk of not receiving your refund or exchange. Customers are responsible for return shipping cost. We suggest you use a postal service that insures you for the value of the items you are returning and obtain proof of posting. We do not take responsibility for any lost packages. Please not that due to hygienic reasons we cannot accept return of used merchandised unless this relates to our manufacturer warranty or errors on our behalf. There is no exchange, return nor refund on sales items.


DISCOUNT CODES
Discount codes can only be used one at the time.  



WARRANTY POLICY
Richmond & Finch takes quality very seriously but sadly it is possible that some products might suffer from factory defect. If this occurs please send an email to our customer service at info@richmondfinch.com so we can investigate.

Please note that the below user inflicted damage does not quality as defects:

·       -Failure or damage caused by improper use/carelessness

·       -Esthetic changes that occur during use (scratches, wear)

·       -Failure or damage caused by unjustifiable repair or modification

·       -Failure or damage caused by fire or water, or a natural disaster such as an earthquake)

To make a claim regarding a defective product, you will need to provide proof of purchase as well as of the damage. Defective products will be replaced.


HOW LONG IS YOUR DELIVERY TIME?
For free shipping, cases are sent by Postnord standard mail. Delivery time in Sweden is 1-3 days. The estimated time of delivery to Europe is 5-12 business days. Express courier service is 1-4 business days. These timelines are best estimates and may vary depending on circumstances beyond our control. If your order has not arrived within the stated delivery time, please contact our customer service.


WHAT ABOUT CUSTOMS?
For customers living in EU-countries; No, you don’t have to pay import or customs fees. For customers living in a non-EU country; Yes, you may be charged import or customs fees, depending on the laws of the particular country. Any customs or import duties are charged once the package reaches the destination country. Additional charges for customs clearance would have to be borne by the recipient; we have no control over these charges and cannot predict what they might be. Since customs policies vary widely from country to country, it is recommended that you investigate the relevant local laws in your country.


PERSONAL INFORMATION
Data protection and data privacy has always been an important topic for us at Richmond & Finch. With the General Data Protection Regulation (GDPR) taking full effect in the European Union on May 25, we questioned our existing processes again to make sure we give you full transparency and control of your personal data.

R&F/RS is dedicated to create a safe and enjoyable shopping experience for you. In this text we want to inform you about our website procedures; what we do, how we do it and how it affects you. When shopping at www.richmondfinch.com we may collect personal information you provide us when creating an account, making a purchase as well as data collected by cookies. R&F/RS treats all personal information confidential and nothing is passed on to third parties. You have the right to request access to your data and if there is anything wrong you can get it changed or removed.


WHAT ARE COOKIES?
Cookies are very small text files that are stored on your device’s hard drive when you visit websites. We use first-party cookies and third-party cookies for the main purposes of; web functionality, web statistics and advertising.


WHY DO WE USE COOKIES?
Some cookies are vital in order for the website to function properly. The cookies keep track of your settings and make your shopping experience more convenient by e.g. recognizing your device and remembering your preferences and settings. Cookies are also used to collect usage data such as duration of session, pages viewed, if a transaction was made or demographic data such as origin, gender and age. This information is used for analytical purposes and enables us to create the best shopping experience for you. The cookies we use do not collect any information that can be used to track or identify individuals.


WHAT INFORMATION DO WE COLLECT?
We collect information you provide us with when creating an account, signing up for our newsletter or when making a purchase. This information could be your name, address, contact information etc. The cookies may collect session information such as pages viewed, session duration, transactions made and demographics such as origin, gender and age.


THIRD-PARTIES
The information we collect may be shared with our close partners for analytical purposes. No personal information will be passed forward, traded or published beyond our organization and our trusted partners.


DISCLOSURES OF YOUR INFORMATION
You have the right to request access to your data and if anything is incorrect you can change or remove it. You can disable any already stored cookies on your computer by changing your browser settings for cookies, you can also use opt-out programs such as “NAI’s Consumer opt-out” or “Google Analytics opt-out browser add-on” in order to prevent cookies from being used, please keep in mind that these settings may stop our website from functioning properly.

 

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