Frequently Asked Questions (FAQ)
Quick Answers to Common Questions
Below you’ll find answers to questions we receive most often. If you need additional help or can’t find what you’re looking for, our customer support team is always happy to assist. Related policies are linked where relevant for clarity.
Ordering
How do I place an order?
Shopping with us is simple. Browse our collection, choose your preferred product and size, and add it to your cart. When you’re ready to check out, enter your contact and shipping details, select a payment method, and complete your purchase. You’ll receive a confirmation email once your order has been placed successfully.
Can I change or cancel my order?
Orders may be changed or canceled within 1 business day, as long as they have not yet been processed for shipment. Once an order has been dispatched, changes are no longer possible. In that case, please refer to our Return & Refund Policy or contact our support team for assistance.
Delivery
How long does delivery take?
United States
Orders are typically processed within 1 to 2 business days. Estimated delivery time is 7 to 12 business days, depending on your location. Delivery times may vary during peak periods or due to factors beyond our control.
How can I track my order?
Once your order has shipped, you’ll receive an email with a tracking link. You can also track your shipment at any time via the Track Your Order page on our website.
Payments
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, and Google Pay. All payments are processed securely at the time of checkout.
Is my payment information secure?
Yes. Payments are handled through trusted, industry-standard encrypted payment systems. Your personal and payment information is protected throughout the entire checkout process.
Returns & Refunds
What is your return policy?
Eligible items can be returned within 30 days of delivery. Products must be unused, unworn, and returned in their original condition with all packaging and tags intact. Full details can be found in our Return & Refund Policy.
How do I request a return?
To start a return, please contact us at info@rivolinewyork.com with your order number and reason for return. Our team will review your request and provide return instructions. Please do not send items back without prior approval.
When will I receive my refund?
Once your return has been received and inspected, approved refunds are processed within 7 to 10 business days and issued to the original payment method. Processing times may vary depending on your bank or payment provider.
What if my item arrives damaged or incorrect?
If you receive a defective, damaged, or incorrect item, please contact us as soon as possible with your order number and clear photos. We’ll assist you promptly with a suitable solution, such as a replacement or refund.
Return Address
Return instructions, including the correct return address, are provided by our customer support team after your return request has been approved.
Contact Information:
If you have any questions about your order, returns, or general enquiries, our customer support team is happy to assist.
Customer Support
Email: info@rivolinewyork.com
Phone: +1 929 661 9209
Contact: Contact Us
Customer service hours:
Monday to Friday: 09:00 AM - 05:00 PM EST
We aim to respond to all enquiries within 1–2 business days.
Business & Company Information
Company name: JWK E-com
Business address:Hertogstraat 10, 2405 ZH, Alphen aan den Rijn, The Netherlands
Company Number: 91469457
Store name: Rivoli New York
Warehouse address:
721 Broadway, 10003
New York City, New York
United States
Order fulfilment is handled through our international logistics and fulfilment partners, with operational coordination in the United States.