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Free shipping in Europe on orders over 150 €

Returns within 30 days

Frequently Asked Questions

FAQ RIFÒ

Products and production

+ WHICH MATERIALS ARE USED TO MAKE RIFÒ PRODUCTS?

We utilize recycled fibers of cotton, wool, cashmere, and silk to craft our garments. Each of our pieces has its own unique composition, which you can find in the product description. Our production process is dedicated to honoring both people and the environment.

+ WHO MADE YOUR RIFÒ CLOTHES?
  • All our products are crafted in Prato, within a radius of 30 km (the radius of the textile district of Prato). Discover here our artisans.
+ HOW TO CARE FOR RIFÒ PRODUCTS?

A washing instruction is provided on the composition label of each of our garments.
We recommend choosing a gentle hand wash or using low temperatures (maximum 30 degrees Celsius) when machine washing. Please air dry the clothes on a flat surface.
Here you can find some tips on how to properly care for Rifò products.

+ WHAT KIND OF GARMENTS ARE ACCEPTED FOR THE TAKE-BACK?

We collect 100% cashmere or wool sweaters (or 95% cashmere and 5% wool, and vice versa), as well as long blue jeans in 95% cotton, still equipped with their composition label. These items may show damages, tears, or felting.
Currently, the take-back service is only active in Italy, and at some Rifò retailers in Austria and Germany (only for wool and cashmere sweaters).
For more information, please visit our page: Rifò's used garments take-back.

+ CAN I HAVE MY GARMENT REPAIRED?

Our garments are covered by the Love Lasts warranty for 3 years; you can find all the conditions here. To request a repair, you can contact us through the support form, sending us photos of the item and the reference order number (or specifying where you purchased it in the case of a pop-up store). We will get back to you as soon as possible, providing instructions on how to proceed.

Shipments and returns

+ HOW DOES THE PRESALE WORK? ?

You will find some of our products available for purchase through the preorder system. By preordering our products, we can offer a discount, avoid creating overproduction and ensure high quality standards. The expected delivery for products purchased through this method is indicated on each product's page. Please note that returns are possible for preorder purchases. In the event that a preordered product does not meet the minimum production goals, the order may be canceled, and a full refund will be issued. In such cases, our customer service team will promptly contact you.

+ HOW LONG DOES IT TAKE TO SHIP THE RIFÒ PRODUCTS?

Your order is registered in our software as soon as the payment is made. At the same moment it is sent to our customer service team that prepares it. More details here.

+ CAN I REQUEST A GIFT packaging?

Yes, of course, you can report it in the notes when ordering.

+ CAN I TRACK MY ORDER?

You will receive a personalized e-mail when the goods are shipped. Inside it you will find a code that you can enter in the portal of the courier chosen for the delivery of the package. This will allow you to follow it untill it will get to you.

+ WHAT HAPPENS IF I AM NOT AT HOME AT THE MOMENT OF DELIVERY?

You will be notified by the courier service about the day and time of the new delivery. If you are not present at the moment, you can ask to have it deposited with a business partner near you.

+ WHERE DO YOU SHIP?

Everywhere in the world!

+ HOW DOES YOUR RETURN POLICY WORK?

If you haven't worn or washed the items, you can return them within 30 days from delivery for a refund. If the payment was made using a gift card, the refund will be credited back to the same card, making it usable once again.

The return shipping cost is charged to the customer and will be deducted from the purchase refund. The amount deducted corresponds to standard shipping, i.e., €5 from Italy, and €7 from the EU. For non-EU countries, the return shipping cost is completely charged to the customer. For more information visit this page.

 Once the return procedure has started, you will have 10 days to send the goods to us. Use this form to initiate a return.

Please note: write the order number preceded by the hashtag symbol #

+ Is it possible to exchange a product?

To make an exchange, you can initiate the return procedure and then place a new order. For any assistance, you can contact us through the support form.

+ Can I retain a discount or free shipping during the exchange?

If you used a coupon code, it is no longer valid for the new exchange order. However, you can still enjoy free shipping on your new order by subscribing to our newsletter if you haven't already.

+ Can I retain the presale discount during the exchange?

Yes, if you purchased the item during the presale, please can contact us through the support form. We will refund you the price difference once we receive the new exchange order.

+ HOW DOES REPAIR SERVICE AND LOVE LASTS WARRANTY WORK?

All Rifò garments are handcrafted with passion, respecting high quality standards. If you ever find find some manufacturing imperfection in Rifò products, we will repair them and return them to you as new. If this would be not possible, we will replace your product with the same item, or with one of your choice among those available at the moment. Rifò's Love Lasts guarantee is valid for three years after the purchase, for problems due to manufacturing and production. It does not include accidental damage caused by external agents after the purchase, incorrect washing and the normal wear due to the daily use of the garment.

If the garment needs to be repaired within one year from the purchase date, both the shipping cost and the cost to ship it back are charged to Rifò for EU countries.
If the garment needs to be repaired between 1 and 3 years from the purchase date, the shipping cost for the garment to be repaired is borne by the customer while the cost to ship the repaired garment back is borne by Rifò only for EU countries.
For Switzerland, the UK, USA, and Canada, shipment is always borne by the customer while the return shipping cost is always borne by us.
If the garment needs to be repaired after three years from the purchase date, shipping and return costs are always borne by the customer for EU countries and non-EU countries.

Rifò account

+ DO I NEED TO CREATE A RIFÒ ACCOUNT TO PLACE AN ORDER?

No, it is not mandatory, but it is highly recommended.

Creating a Rifò account allows you to access your order details more quickly, manage your addresses, and track your package online.

If you wish to create an account after placing an order, please feel free to contact us through this support form.

+ HOW CAN I CHANGE MY ORDER OR SHIPPING ADDRESS?

Once your order has been validated, you can make modifications by contacting us through this support form.
Our Rifò team is here to help! 

Distribution

+ WHERE I CAN FIND RIFÒ PRODUCTS IN STORES?

Rifò products are currently available in over 100 stores across Italy, Japan, France, Germany, Belgium, Switzerland, Austria, Ireland, and other countries worldwide. You can check out this map to discover their locations.

+ I AM A BOUTIQUE; DO YOU SELL WHOLESALE?

Yes, of course! There are no minimum quantities and we do both planned and ready. You can write to ciao@rifo-lab.com to request more information.

+ CAN I purchase in your store in prato?

Yes, absolutely! You can come and visit us at our office, showroom, and store in Prato. It is easily accessible by car or on foot from Prato Porta al Serraglio station. Here, you will find all the Rifò products available online.

Opening hours:

  • From Monday to Friday: 15 am-7pm
  • Saturday and Sunday: closed except November and December

Payments

+ WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Visa, MasterCard and even American Express. You can also finalize your order with Paypal or bank transfer.

+ HOW LONG DOES IT TAKE FOR MY ORDER TO BE CHARGED?

Once the order has been placed, you will usually be charged in 24h-48h after the order.

+ CAN I HAVE AN INBOX OF MY PURCHASE?

Yes, of course. You can ask for it writing an e-mail to ciao@rifo-lab.com.

 

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