Frequently Asked Questions (FAQ)
Thank you for reaching out to us! If you have a question about your package, please check our FAQ first, as it contains the most frequently asked questions. If you can't find your answer, feel free to contact us.
How soon will I receive a response to my question?
We aim to respond to all messages and emails promptly, addressing them in the order they are received. Typically, you can expect a reply within 24 hours.
Can I update my delivery address after placing an order?
We process and ship orders quickly, often within 24 hours, so it may not always be possible to update your delivery address. If you notice an error, please contact us immediately via email with your name and order number. While we cannot guarantee changes once your order has been processed or shipped, we’ll do our best to accommodate your request.
General Shipping Information
Our warehouse processes and ships orders Monday through Friday, excluding major holidays. Once your order is placed, it takes 1-3 business days to prepare for shipment. Transit times typically range from 2-5 days, depending on your location.
Out-of-Stock or Backordered Items
If an item in your order is out of stock, we will notify you via email with an estimated restock date. If the item is not expected to be back in stock within two weeks, we will automatically issue a refund for the purchase price of the item.
Address Changes
If you notice an error in your delivery address, please email us immediately with your name and order number. We will make every effort to locate and update your package before it is shipped. However, once the package leaves our warehouse, we cannot guarantee that changes can be made.
What should I do if I receive a damaged item?
We’re sorry your shipment didn’t arrive in perfect condition! Please contact us as soon as possible with your name, order number, and details about the damage. We’ll assist you in resolving the issue promptly.
How can I track my order?
To track your order, on our main menu and enter your tracking number. If you need additional assistance, feel free to reach out, we’re happy to help!
Why isn’t my tracking number working?
Tracking numbers may not always update immediately or may only apply to domestic shipments. If your tracking number isn’t working, please contact us so we can verify that your items have been shipped correctly.
What should I do if an item is missing or damaged from my order?
If any items are missing or damaged, please contact us right away with your order details. We’ll work quickly to resolve the issue for you.
What is your money-back guarantee policy?
We offer a 30-day money-back guarantee, valid from the date your order is placed, not after it has been delivered. Please make sure to contact us within this period. You can reach us through at info@four-rivage.com for assistance.
What condition must the products be in to be returned?
To be eligible for a return, all products must be in the same condition as when they were received—unused, in the original packaging, and with all tags attached.
Who pays the shipping costs for returns?
For defective products, we will cover the return shipping costs. However, for all other returns (including complaints), you are responsible for the actual return shipping fees.
If you have any further questions, we're here to help! Feel free to contact us at:
Address: Boris Pasternakstraat 241, 1102 TC Amsterdam, Netherlands
Email: info@four-rivage.com
Customer service opening hours:
Monday to Friday: 9 a.m. - 6 p.m.
Saturday: 9 a.m. - 5 p.m.
Sunday: Closed
We will respond to your request within 24 hours.