Shipping policy

Support Center (Riolin)

Contact us

Email: service@riolinltd.com
If you don’t see your question here, email us and we’ll reply as soon as possible.

1) Order Help

Edit / Cancel an Order

  • Orders start processing shortly after checkout
  • Changes or cancellations aren’t guaranteed
  • Email service@riolinltd.com ASAP with your order number

Missing Order Confirmation Email

  • Check your spam/junk folder first
  • If it’s not there, email service@riolinltd.com and we’ll confirm your order status

Account Required?

No—guest checkout is available. Creating an account helps you:

  • view order history
  • save shipping details
  • track orders more easily

Payments

  • Major credit/debit cards accepted
  • Other payment options (if available) are shown at checkout
  • Options may vary by location

Discount Codes

Promotions may be offered occasionally. Rules:

  • One discount code per order (unless stated otherwise)
  • Discounts can’t be applied retroactively

2) Shipping & Delivery

Processing Time + Delivery Time

  • Processing: usually 1–3 business days (excluding weekends and holidays)
  • Delivery time depends on:
    • your location
    • the shipping option selected at checkout

Tracking Your Shipment

  • You’ll receive a shipping confirmation email when your order ships
  • Tracking details provided if available
  • Tracking may take 24–48 hours to update

International Shipping

We ship to many regions worldwide. If your destination isn’t available at checkout, email service@riolinltd.com and we’ll do our best to help.

Duties / Taxes / Customs Fees

International orders may incur duties, taxes, or customs fees charged by your country/region:

  • These fees are not included in your purchase total
  • The customer is responsible for these charges

Delayed Delivery

Delays can occur due to carriers, weather, or customs. If your order looks delayed, email your order number and we’ll help you track it.

Marked “Delivered” but Not Received

Please try the following:

  • Check around the delivery area (doorstep, mailbox, parcel room, etc.)
  • Check with household members or neighbors
  • Check with your building’s front desk/concierge/security
    If it’s still missing, contact the carrier directly first. You can also email us and we’ll assist where possible.

3) Returns & Refunds

Returns

Eligible items can be returned within 30 days of delivery if they are:

  • unused
  • unopened
  • in original packaging

For details, please review our Return & Refund Policy.

Opened / Used Items

Not returnable (for hygiene and safety reasons).

Damaged / Defective / Incorrect Items

Contact us within 7 days of delivery. Email service@riolinltd.com with:

  • your order number
  • clear photos of the item and packaging
    We’ll review and assist as quickly as possible.

Refund Timing

After your return is received and approved:

  • refunds go back to the original payment method
  • allow 5–10 business days for the refund to appear (depends on the payment provider)

4) Home Products & Care (Household / Home Goods)

Safety

  • Intended for everyday household use when used as directed
  • Review the product description and any included instructions before use
  • If you have allergies/sensitivities, check materials/specs on the product page before purchasing

Materials

Materials vary by item (e.g., fabric, plastic, metal, glass, wood, ceramic). Each product page lists materials and key specs.
For confirmation on a specific item, email the product name/link to service@riolinltd.com

Odor on First Open

Some items (especially fabric, foam, rubber, plastic, or sealed packaging) may have a slight odor initially. This typically fades after airing out in a ventilated space for 24–72 hours.

Cleaning & Maintenance

  • Wipe with a soft cloth for routine cleaning
  • Avoid harsh chemicals unless the product page says they’re OK
  • Keep away from high heat or direct sunlight when applicable
  • Follow care instructions on the packaging or product listing

Photos vs. Real Product (Color / Size)

We aim for accurate display, but:

  • minor color variation can occur due to lighting/screen settings
  • manual measurements may differ slightly
    If exact sizing matters (e.g., fitting a shelf), review listed dimensions carefully before ordering.

Assembly Instructions

If assembly is required, instructions are usually included in the package or on the product listing. If anything is missing, email service@riolinltd.com

5) Customer Support

How to Reach Us

Email: service@riolinltd.com
Phone: +8613321901597

Reply Time

We aim to respond within 1–2 business days, depending on volume and business hours.

Contact Information

Company Name: Riolin Limited
Address: Room 603, 6/F, Hang Pont Commercial Building, 31 Tonkin Street, Cheung Sha Wan, Kowloon, Hong Kong
Email: service@riolinltd.com
Phone: +8613321901597