FAQ – RIVERS ONLINE STORE

Do you ship to my country?

The countries we can ship to are limited at this moment (2023.1) due to COVID-19 restriction and customs regulations, however, we may expand the available countries once the restrictions are lifted.

Asia	Maldives (excluding some areas), Philippines (excluding some areas), Singapore, Taiwan, Hong Kong, Macau, Malaysia, Mongolia, Bangladesh, Cambodia, Christmas Island
Middle East	Saudi Arabia, United Arab Emirates, Kuwait, Bahrain
North America	U.S.A., Canada
Oceania	New Caledonia, Australia
Europe	Spain, Belgium, France, United Kingdom, Netherlands, Malta, Greece, Germany, Romania, Austria, Czech, Sweden, Norway, Poland, Reunion, Denmark, Portuguese, Luxembourg, Estonia, Croatia, Slovenia, Latvia
Latin America	Colombia, Chile, Trinidad and Tobago, Peru, Costa Rica, El Salvador, Jamaica
Africa	Uganda, Egypt, Ivory Coast, Togo, South Africa, Mauritius, Kenya, Ghana, Tanzania (United Rep.), Djibouti, Senegal

Can I pay by my country's currency? What's the payment methods?

Yes, you can switch currencies with the dropdown selector at the top and the real time currency conversion will be shown.
We accept major credit cards, Shop Pay, Apple Pay, Google Pay, Paypal, and Amazon Pay.
How much does the shipping cost?

Please confirm your final shipping fee on the check-out step. You will see it before you make a payment.

We ship by EMS, the service from Japan Post, and the shipping fee depends on the region and product weight (including packing materials such as cardboard). Find details at Japan Post's website:
https://www.post.japanpost.jp/int/ems/index_en.html

*Please note that Free Shipping over 5,000 JPY only applies to domestic delivery in Japan.
How long do you take to dispatch my order and how long will the delivery take?

We usually ship your order within 1-2 business days and EMS takes around 2-7 business days to major cities around the world depending on the delivery area.

*Please note that the deliveries tend to be delayed all over the world due to COVID-19. Find details at Japan Post's website:
https://www.post.japanpost.jp/int/information/overview_en.html
I have placed an order but have not received a confirmation email.

Before placing an order, please make sure to configure your email setting to receive emails from [@stunscape.com] and [@rivers.co.jp]. If you do not receive an automatic reply email after completing your order, please check your spam folder first. If you still haven't received it, your order may not have been completed correctly, or there may have been an error in the email address you entered. Please contact us at: [https://store.rivers.co.jp/en/pages/contact]
Will you provide tracking number?

Yes, we will send you an email with the EMS tracking number once the order is ready to dispatch.
Does any cost occur other than shipping fee?
The following costs are not included in the shipping fee, so payment may occur to the recipient depending on the country of delivery. Please understand that those costs and procedures may differ depending on the countries and areas.
- import tax, value-added tax, consumption tax and other taxes
- storage fee of recipient country
- redelivery cost
- pickup cost
- other necessary payment in the recipient country
How much tax and customs fee will I be charged?

Duties, other import tax and customs fee for purchased products may apply at customs clearance in the recipient country. The policies on taxes and custom fees vary by country so please contact the customs of the receiving country for details.
Can I make changes in my order - colors, sizes, or quantities?

Please contact us about any change as soon as possible before we move on to the shipping arrangement. Please be noted that we will not be able to change your order after dispatching.
How can I cancel my order?

Please let us know as soon as possible before we move on to the shipping arrangement. We will refund according to your payment method once confirmed. Please be noted that we will not be able to cancel your order after dispatching.
Can I return or exchange my order once I have received the goods?

Once you have received an e-mail with tracking number, we are unable to accept returns, exchanges, or cancellations because of the customer's personal preferences.

CONTACT: [https://store.rivers.co.jp/en/pages/contact]
What should I do if the goods I receive are faulty or damaged?

If you receive a product that is not what you ordered, please be sure to contact us within 7 days of receiving the product. We will exchange the product at our expense.

If you receive a damaged or defective product, please be sure to contact us within 30 days of receiving the product.We will either refund or exchange the product for a good one at our expense.
You may be asked to submit photos of the defective or damaged item (and its packaging). We will then be able to refund or exchange the item for a new one.

Note: Shipment fees are non-refundable.

*Please note that any damage in transit should be claimed at the local post office.

CONTACT: [https://store.rivers.co.jp/en/pages/contact]