Refund policy
Custom orders
RIYAH Apparel makes fully custom apparel. Every custom order is designed and produced solely for the respective customer, team or organization, so we do not offer returns or refunds on custom orders. All sales are final: no changes, exchanges or refunds once your order and design are approved.
Upon delivery, you have one (1) week to review your order. After that week, the order is marked as confirmed. If a design was damaged or printed incorrectly during production (a misprint, a transfer that peels or cracks on arrival, or a print that doesn't match your approved proof), tell us within that week and RIYAH Apparel will reprint the affected pieces at no cost. If a reprint isn't possible, we refund the cost of those pieces. This also applies to Custom Store orders.
Not covered: size choices, errors on a proof you approved, small colour differences from screen or proof, and fading, cracking or peeling caused by not following care instructions.
Cancelled custom orders
A custom order is marked as started as soon as a payment is received. Custom orders cannot be cancelled once payment has been received and the order has started.
Colours
Colours are matched to the Pantone colour codes in your design, or the closest Pantone code to it. Pantone colours are shown on your artwork and confirmed with you before production. Because of this, we do not offer refunds for differences in shade. If there is a misprint (for example, red printed instead of blue), we will remedy it.
Sizing
Size guides are included in each product description for you to review before ordering. RIYAH brand products link to our RIYAH size guide. We do not offer refunds or exchanges for items ordered in the wrong size.
Turnaround time
Orders must be approved, placed and paid at least 4 weeks before your event. Turnaround starts once the complete order has been submitted without further changes, designs are approved in writing, and the required payment is received. Times may be longer during peak periods or for reasons outside our control. Shipping usually takes 3–5 business days after production. We always aim to deliver on or ahead of time, but we are not liable for delays caused by the carrier once an order has shipped.
RIYAH brand products
Our return policy for RIYAH brand products (such as THE FOUNDATION) lasts 14 days. If 14 days have passed since your purchase, we can't offer a refund or exchange.
To be eligible for a return, your item must be unused, unworn and unwashed (free from stains from makeup, deodorant or wear), in the same condition you received it, with all RIYAH Apparel tags attached and in its original packaging.
Defective items must be reported within two (2) days of receipt; if not reported, RIYAH Apparel will not issue credit. If you believe you received an incorrect item, contact us within 24 hours of receiving your package.
Non-returnable items: custom orders, Custom Store orders, gift cards and sale items.
To complete your return, we require a receipt or proof of purchase. Please include your order number(s) with your return.
Refunds
Once your return is received and inspected, we will email you to confirm we received it and whether your refund is approved.
If approved, your refund is processed and credited to your card or original method of payment within 10 business days. Orders paid by e-Transfer or cheque are refunded by e-Transfer.
Late or missing refunds
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank; there is often some processing time before a refund is posted. If you've done all of this and still haven't received your refund, contact us at payments@riyahapparel.com.
Sale items
Only regular-priced items may be refunded. Sale items cannot be refunded, and all markdown sales are final.
Pre-order items
Once a pre-order is placed, it cannot be cancelled or modified before the items ship. We do not accept returns for refunds on pre-ordered items; you may return an eligible pre-order item within the 14-day window for an exchange or RIYAH Apparel store credit.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same item, email orders@riyahapparel.com.
Gifts
If an item was marked as a gift when purchased and shipped directly to you, you'll receive store credit for the value of your return once we receive the returned item.
Return shipping
To start a return, email orders@riyahapparel.com before sending anything back.
Original shipping fees are non-refundable, and return shipping costs are the customer's responsibility. RIYAH Apparel does not provide return shipping labels, except for approved claims for items damaged in production, where we cover return shipping. Depending on where you live, the time it takes for your exchanged product to reach you may vary.
We suggest using a trackable shipping service or buying shipping insurance, since we can't guarantee we'll receive your returned item. All return shipping charges must be prepaid; we do not accept COD (collect on delivery) parcels, and they will be refused.
Reserved rights
RIYAH Apparel reserves the right to define, limit, refuse or reject returns at any time because of:
- an irregular or excessive returns history suggesting “wardrobing” (buying to wear once and return);
- an irregular or excessive returns history involving worn, altered, laundered, damaged or missing items; or
- potential fraudulent or criminal activity.
We may also refuse service to any customer or organization for the same reasons.