FAQs for buyers
1. What is the return policy?
We hope that you love your purchase, but if not, please follow these steps to process a return. Please note that Hermes Birkin and Kelly bags cannot be returned, in addition to swimwear and all “Sale” purchases.
Please visit "My Orders” in your Buyer's Dashboard and click on “Refund". You have 3 business days to complete this step, after which returns will not be accepted. Our couriers will then pick up the item within 2-3 business days. Please package the return items securely, using the original shipping box if possible. Be sure to include all original packaging and enclosed materials including invoice, authenticity cards, and dust bags.
Once we receive your return in our warehouse, please allow 7-10 business days to process your return and for the refund to take effect. Refunds will be done only through the Original Mode of Payment. (Cash on delivery orders are refunded through bank transfer). We’ll notify you by email once we have received and processed your return.
Refund amount includes 100% of the value of the item, but does not include the shipping fee or any custom duties paid for importation, nor any additional charges from your credit card provider.
2. Do you ship internationally?
Yes we do! Orders shipped outside of the United Arab Emirates may be subject to import taxes, customs duties and other fees levied by the destination country. All orders are delivered duties unpaid, and all import taxes, duties and customs fees, as well as compliance with the laws and regulations of the destination country, are the customer's responsibility. Payment is usually collected at time of delivery.
RIOT will NOT deal or provide any services or products to any of OFAC sanctions countries in accordance with the law of UAE.
RIOT may provide the international shipper with the product details, including cost, as well as customer name and address or other contact details, so that the information can be provided to destination customs or postal authorities, to the extent required under the laws and regulations of the destination country.
RIOT is not liable for delay in orders, because of custom clearances at destination.
Multiple shipments may result in multiple postings to the cardholder’s monthly statement.
3. Can I pay with a debit card? What are your options for payment?
No we are not able to process a debit card payment at this time, however we have many other payment options such as Visa and MasterCard credit/debit card, cash on delivery (for customers in UAE an additional fee for the Cash on Delivery (COD) service of AED 30 in UAE is applied irrespective of the order value. For a number of select countries this service is applicable only for purchases less than 3500 AED (and an additional fee for the Cash on Delivery (COD) service of AED 30 is applied), PayPal, bank transfer, and RIOT credit.
4. Can I pay cash on delivery to my country?
The cash on delivery service is available for the following countries only for purchases of less than 3500 AED and with an additional charge of 30 aed:
- United Arab Emirates
- Saudi Arabia
5. Do you have a store?
No, we do not have a store, however, you may see us often at “Pop-Up” events. Stay tuned to our social media and newsletters for information on when these will take place and please come and say hello!
6. Can I track my delivery?
We will send you an email notification including tracking information when your package has shipped. You can also view the status of your order and obtain tracking information in My Orders.
7. Do you offer gift wrapping?
All of our RIOT products are delivered in a RIOT black garment bag or logo white flannel bag with black satin straps. If you need something extra, please email us on email@example.com or call us/WhatsApp us on +971 55 1628717 or use our live chat to get in touch and we will try our best to meet your requests.
8. Can I send someone a gift card?
RIOT does not have a gift credit card, however, we are able to provide on your behalf to someone special a prepaid shopping spree. Please email us on firstname.lastname@example.org or call us/WhatsApp us on +971 55 1628717 or use our live chat to connect with us for more details.
9. Can I change my order after it has been submitted?
Yes, if you would like to add to or modify your order after it has been submitted, please go to “My Orders” and select the Refund option, you can then start a new order. If the refund button is not available to you because your order has already been processed, please email us on email@example.com or call us/WhatsApp us on +971 55 1628717 or use our live chat to get in touch and we will try our best to sort it out for you.
10. How quickly can I receive my purchase?
RIOT offers next day delivery in Dubai with an added cost depending on the items. Please email us on firstname.lastname@example.org or call us/WhatsApp us on +971 55 1628717 or use our live chat to request this service and to receive cost confirmation. Regular delivery is done within 2-3 business days depending on the items.
11. I am having difficulty with a promo code
Promotional codes have start and end dates, so the reason your promotional code is not working could be a result of timing. If, however, you are still having difficulty despite using it in the correct timeframe, please email us on email@example.com or call us/WhatsApp us on +971 55 1628717 or use our live chat to request assistance.
FAQs for sellers
1. How do I request a return of my items?
Please send an email to firstname.lastname@example.org for return of some or all of your items. If this happens before 180 days, you will incur a fee of 175 AED per item, which reflects the up-front costs to RIOT of authenticating, cleaning, storing, cataloguing and photographing the property in preparation for sale in addition to a fee of return shipping.
2. How soon will I receive payment after one of my items has sold?
Payment method can be selected by Seller. It can be by PayPal or a bank transfer. The timing of processing and delivering commission payments will vary by the payment method selected by Seller but payment processing will typically take at least two business days (from the date the Seller requests to withdraw their credit from their account) to complete and issue to Seller.
3. My item is many years old, will you accept it for sale?
We love vintage! If your item is a designer brand listed on our site and the item is in excellent condition, please proceed through the selling process.
4. What if I am not sure if my item is authentic?
RIOT guarantees the authenticity of every item we sell, and the cost of authentication is 100 AED per item. If your item is deemed to be counterfeit, then you will be responsible for this charge.
5. How much money will I make from selling my items?
Here is a breakdown of how you will receive your commission.
On the first AED 400, you will receive 40% of the selling price.
On anything between AED 400 – AED 8000, you will receive 65% of the selling price
On anything exceeding AED 8000, you will receive 80% of the selling price.
Here is an example for you. If you are selling a handbag at AED 10,000 this is what you will get:
First AED 400 - you will receive 40% of the value, that is AED160
For balance AED 8,000 between AED400 – AED8,000 – you will receive, 65% of the selling price, that is AED 5,200
For balance AED 1,600 exceeding 8000 – you will receive 80% of the value, that is AED 1,280
Your total commission will be AED 6,640
That’s a lot of math! Feel free to get in touch with us at email@example.com or call us/WhatsApp us on +971 55 1628717 or use our live chat for further information or details.