Riviera Coco Buyer Protection
The following Policy applies to online purchases made through Riviera Coco.
* No shipping Fee (included with purchase).
For USA: 7 to 30 Days
For Canada: 10 to 30 Days
- For Mexico: 15 to 35 Days
For Australia: 10 to 45 Days
- And for all other countries: 15 to 45 Days
* Price calculated at checkout accorting to weight/size/destination country.
- We ship to all countries.
- Express Shipping is the recommended and fastest option with delivery times as little as 4 to 8 days after leaving the Shipping Center.
- Real-time order tracking with our mobile app in US&Canada (Express Shipping)
- Quality & Sizing: we guarantee. Any confirmed quality issues are on us: we will gladly replace products at no cost to you.
- Returns & Refunds: your satisfaction is key. We offer you an easy return process: simply fill out the online form and we will issue you a store credit (personal gift card).
- Security: we take it very seriously. Your data is encrypted. Checkouts are only processed by industry leaders such as Paypal, Amazon, Apple.
If you just placed your order, please contact us, we will try our best to locate and cancel it. Once you pass your order, our automated systems are designed to process orders in 12 hours. For that reason, we have a very low success rate for processing cancellations. Please note that there is a $5 USD cancellation fee.
If we were unable to locate and cancel your order, you still have seven (14) days to send it back to us upon arrival. For returned items, a store credit will be issued to you. We will provide store credit for the product value, without the shipping fees. Please contact us for the return procedure and also note that some restrictions apply on final sales and some products not eligible for hygiene reasons.
If something you paid for is missing in your parcel, we will send you the item as soon as possible. Please verify if you have more than one tracking number. Different products can be shipped from different warehouses and some items may be shipped in separate packages.
For faster processing, please follow these 4 easy steps:
- You must notify Riviera Coco about any missing items within seven (14) days of delivery
- Please provide the invoice number (it starts with #COCO), contact information, and list of missing items.
- Please send us the picture of the package and a description of the content of the parcel.
- Once we have received your claim, along with the parcel image, our customer representative will review your initial order and claim and will contact you to arrange shipping of the missing products.
Damage, Defective or Wrong Items
We make the best efforts to inspect all orders for any damage, defects or errors prior to leaving the warehouse. In the case of defective or wrong items, please contact customer service within 14 days of delivery and provide details on the nature of the defect. Any claims made after 14 days will not be accepted. Our excellent customer care team will work with you to resolve the issue. In a case of manufacturing quality issue, or if the wrong item was shipped, a new product will be sent right away. We care about all our customers and will find the best solution for any issue.
For faster processing, please follow these 4 easy steps:
- You must notify Riviera Coco about any defective or wrong items within seven (14) days of delivery.
- Contact us with the invoice number (it starts with #COCO), contact information, and a list of defective items.
- For each defective item please provide a picture or small-sized video of the defective item clearly showing the defect. Try to describe the damage that has occurred.
- Once we have received the claim from you, along with the product images or videos, our customer representative will inspect your claim and initial order and contact you for a product replacement.
- For wrong size or wrong color items, we will ship the correct item, that’s it. You can keep the other one and do whatever you like.
Items Not Received
We will reship a new item free of charge if you did not receive your first item within 60 days of ordering. If it is the case, please contact our customer service department. Please note that the shipping time depends of the time of the year. There might delays during holiday season.
Please note that countries customs can delay packages by many weeks, and we do not have any control on your customs regulations or induced delays.
When contacting customer service, please specify your invoice number (it starts with #COCO), contact information, and a list of the items you are still expecting. Our customer service representatives will find the best answer for you.
We only ship new products with brand new packaging. If a damaged item is received due to rough delivery conditions, Riviera Coco cannot be held liable for damages and claims may be made to the carrier/parcel service.
Return and Exchange
Riviera Coco strives to provide all our customers with the best designs and quality. We also strive to protect the health of our customers and staff; therefore we do not take returns and exchanges on some items for hygiene reasons.
For hygiene reasons all bikinis, beachwear, hair bands, sweat dryers, sports towels, socks and underwear are final, and returns or exchanges can be made under conditions for other items.
Some restrictions can also apply on clothing. Even if returned, clothing without original labels will not be refunded. No returns or exchanges can be made on these items unless customer received damaged, defective or the wrong item(s).
Refund will be processed via a store credit, and a unique gift card number will be issued for you. To return or exchange products you have to contact our customer service within seven (14) days of receiving your package, this date will be verified. Any claims made after seven (14) days of delivery will not be accepted. Some restrictions apply, so please verify if your product is eligible for returns. Items on clearance sale cannot be returned.
For faster processing, please follow these 5 easy steps:
- You must notify Riviera Coco about the items you would like to return within seven (14) days of delivery. Kindly contact us before sending out the parcel for faster and better customer service.
- Under any circumstance, please do not send the products back to the shipping address on the package. The reason is simple: you would ship it back to a warehouse and not to the office processing returns.
- Please specify the invoice number (it starts with #COCO), contact information, and the name you used to place the order.
- Tell us why you want to return the item(s).
- Once we have received your claim, our customer representative will process your request and revert. We will email you a complete return procedure, information to include to your package and the address of our return center.
- Please send us the product back. Once the item has been received and verified, the store credit will be issued to you via a unique gift card number.
- A store credit is a unique gift card number. You can use it for any upcoming purchase on Riviera Coco (or any affiliated website). A store credit never expires.
Kindly note that:
a) Shipping and handling fees are not refundable.
b) Items on sale are final clearance sales and only full price items can be returned.
c) All items must be returned in their original condition: unused, including all tags and original packaging. We will not refund the value of any missing component.
d) We cannot accept items that have been worn or altered. Even if returned, all used, broken, or altered items will not be refunded. They may be shipped back at the customer’s expense.
e) Customer is responsible for shipping and handling charges for the exchanged item. In some cases actual shipping cost will be greater than actual product value.
f) You must read and understand policy exclusions, as some items cannot be returned.
g) We highly suggest you use a shipping method with signature at delivery and tracking number for returning items of a total value of $50 USD or more.
Refused Or Unclaimed Shipments
Any refused or unclaimed packages will be charged all actual shipping costs. We typically abandon refused or unclaimed packages since carriers will charge us variable return costs. For inaccurate or inexistent shipping addresses, we will also abandon products unless you decide to cover shipping costs for the second delivery attempt.
If any inaccurate or wrong address is provided please contact us as soon as possible. We will do our best to locate your order and make the address change. Otherwise, you may have to place another order.
If your package already shipped (we are usually really fast!) address changes may be made directly with the carrier/transportation service. Our customer service team will be there to help you identifying contact information if needed.
Sure. All Riviera Coco policies are available 24/7 on our Support & FAQ page.
Please contact us if you need more support, we will be happy to assist you and find THE BEST solution to keep you smiling!
Contact: paradise [at] rivieracoco [dot] com