FAQ

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WHEN WILL MY ORDER BE SHIPPED

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 DIBS manages all of our banking transactions and you can read more about their billing system - www.dibs.se.

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: info@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 cannot be cancelled. In cases where the order has been dispatched, the customer is required to receive the order and process it as a return.

HOW LONG IS YOUR DELIVERY TIME?

We send all our cases via UPS or Posten standard mail. Delivery time in Sweden is 1-3 days for standard mail. The estimated time of delivery to Europe is 5-12 business days. UPS Express 1-4 days. No tracking via Postnord Standard mail - UPS Express is with tracking.

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.

IMPORTED DUTIES & CUSTOMS

Items shipped within the EU are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the final purchase price. Non-EU countries may be subject to VAT and customs duties once the package reaches its destination.Richmond&Finch/Racing Shield named as R&F/RS is not responsible for any changes in currency value or conversion rates that your bank or credit card company may use when charging in your country’s currency.

DAMAGED GOODS IN TRANSPORTATION

Please note that items that are damaged as a result of wear and tear are not considered to be faulty. If your Richmond & Finch case is damaged in transport, whether the damage is visible or hidden it must be reported immediately to the carrier within 5 days. It is therefore important that you carefully examine your package when it arrives. Transport damage must also be reported to R&F/RS, within 5 days of receipt. For all faulty items outside of our Returns Policy, please contact customer service at info@richmondfinch.com

WARRANTY

Warranty term: One year from the date of purchase. This warranty covers the product itself.***Excludes Sale Items. To have replacement covered under this warranty performed, use our contact form on the “contact us” page. In the e-mail you need to specify your name, address, order number and a detailed description of the issue at hand. Finally, write ‘reclaim of purchase’ as subject of the e-mail and mail. Note that replacements will not be made in the following cases, even during the warranty term.

  • 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)

DThis warranty warrants that you can receive free replacement in accordance with the terms set forth herein and within the specified term, and shall not restrict any lawful right of the Customer.

WARRANTY SERVICE?

If you wish to make a Warranty Claim within the Premium Limited Warranty Period (1 year), please contact the Support Service (warranty@richmondfinch.com) for further help. You will need to provide proof of purchase and the affected part. Any defective parts covered by the Premium Limited Warranty will be repaired or replaced. We charge 10 € EURO for warranty, administration and postage charges. Offer valid in the EU only. Replaced or repaired parts provided during the Warranty Period will be warranted for the remainder of the original Premium Warranty Period or for sixty (60) days from the date of repair or replacement, whichever is longer.

SHIPPING INFO

DELIVERY & TRACKING

We do our best to deliver to the worldwide. All our cases/products are shipped from Sweden. Orders within Sweden are sent with Postnord. All other orders are shipped with UPS Express/Mail. If your order has not arrived within the stated delivery time, please contact our customer service.

HOW LONG IS YOUR DELIVERY TIME?

We send all our cases by Posnord standard mail. Delivery time in Sweden is 1-3 days for standard mail. The estimated time of delivery to Europe is 5-12 business days. UPS Express 1-4 business days.

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.

MY ORDER

ORDER CONFIRMATION

After making an order, we send an order confirmation to your email address. Be VERY careful that you entered the correct email address. On the order confirmation you will see all information about the case/cases you have placed.

NO ORDER CONFIRMATION?

You have probably entered the WRONG email address. Please check that one more time, also check you spam/junk folder.

CANCEL MY ORDER?

Please contact our customer service as soon as possible in order for us to change or cancel your order before it is sent. We want to ship you order as quick as possible, so there’s only a very small window to fix mistakes. Contact: info@richmondfinch.com

CAN I RETURN

Yes, under Swedish distance selling law you have 14 Days to return your item. Due to hygienic reasons your item must be un-used and in it’s original packaging. If you receive your case and discover that it does not match the one you ordered, if it is damaged, or have other defects, 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. Make sure 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. No exchange, no return on sales items.

WHAT ARE YOUR MEASURES AGAINST FAKE ORDERS?

R&F/RS logs all IP numbers on place orders, all fraudulent orders are reported to the customs/police. All attempts at fraud is reported to the police. R&F/RS reserves the right to cancel the purchase if any suspicion is raised. Swedish law shall govern any dispute any issues under these terms.

COMPLAINTS TERMS AND WITHDRAW

It is important that you as a customer check your goods / products when you receive your shipment in order to verify that the products are not damaged and correct. If you receive your item and see that it does not match the one you ordered or that it is damaged, please contact us within 14 days. Any complaints shall be made to our customer service through our contact form on the contact page. Please supply the order number and the reason for complaint and we will get back to you shortly with instructions on how to return the item. Defective products returned to R&F/RS should be treated as if they were faultless. It is in all types of returns extremely important that the product is packaged in such a way that it can not be damaged. R&F/RS has the right to replace defective goods with goods of the same model. If the item has been discontinued, the customer will receive a full refund. Private Consumers have the right to cancel the purchase within 14 days. The right applies only in the case that the product and its original packaging can be returned in the same state as when received. If consumers use their right to send back an order they should contact R&F/RS in order to get an address to send the goods to. Return shipping are paid by the consumer. If an item is damaged during transport, R&F/RS should be contacted within 14 days for information about compensation.

POLICY

PERSONAL INFORMATION

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.

UPDATES

R&F/RS Privacy Policy may change from time to time, all updates will be posted on this page. Updated 2017-01-01