Terms & Conditions

Purchase and Delivery

Before proceeding to check out:

  1. Ensure that the correct item in the correct sizes and colours are selected. Rora-Riel will not be liable for wrong or duplicated orders placed nor be able to amend your orders once it is confirmed.
  2. Ensure that the full and correct address is stated. Orders with an incomplete/incorrect address may result in lost or delayed mail.
  3. When using the discount code, it should be entered at the point of purchase before checking out for the discount to be valid. Prices are final upon checkout and no refund will be made.

Payment must be made in full within 12 hours upon invoice confirmation. Orders may be canceled and given out to the next customer without prior notice in the event that payment is not received within this timeframe. Your account may also be blacklisted for future purchases.

Orders will be shipped out within 1-3 working days (Unless otherwise stated) upon payment verification. Please ensure that all required information are submitted during the payment process to avoid possible delays during mailing.

Orders are mailed on weekdays. Weekends and Public Holidays are excluded.

For normal postage Rora-Riel will not be responsible for any lost mail hence opting for registered mail will be highly recommended.

Payment Information

ATM/IBanking
We accept ATM transfers, Internet banking and Paypal Payment. In the event that extra amount of cash have been transferred, refunds will be made after verification.

To select Internet Banking or ATM Transfer as your payment method, select “Bank Transfer” upon check out. Bank details are provided at the end of checkout process. Proceed to fill out your transaction details on the “Update Payment Transfer” page. You may also view this page via “Order history” under “My account”, click on ‘Update Payment’. Rora-Riel reserves all rights to reject orders without the submission of required transaction details on the “Update Payment Transfer” page.

For ATM transfer please attach a snapshot/screenshot of payment receipt, please indicate your order number and email on the receipt before you upload, upload file can be found Under ATM receipt.

PayPal
We accept Visa, Mastercard, American Express, Discover, JCB and Diner’s Club all Credit/ Debit card payment.

Select “PayPal” during checkout. You will be redirected to secured PayPal page, log in to PayPal to fill in your information. Upon payment confirmation, you will be verified and an invoice confirmation will be sent to your email.

Please note that only PayPal transaction amount exceeding SGD5$ will be accepted. Amounts below SGD $5 must be processed via ATM or Internet banking transfers.

Exchange and Return

All return items must be in its original brand new condition (no stains or other scent), unwashed, unworn and unaltered with the tag intact should it come with it. Please take due care when trying out the apparel. Items which do not meet these requirements will be rejected. In any case, when the exchange item or the intended sizing are no longer in stock, store credit or refund will be issued, cases of the refund will be subjected to Rora-Riel’s approval on a case by case basis.

Please fill up Contact Us form or email to info@rora-riel.com with your order number, return item and the reason for the return. In order for us to process your inquiry efficiently please title your email ‘Exchange and Return for Invoice (Number)’. If your reason for return is valid, you will receive a confirmation from us.

Rora-Riel only accepts exchange and return in the event of:

Incorrect/Defective Item

We strive to ensure that description and details of our products are as accurate as possible. However due to mass manufacturing variation in measurements within 0.5-1 Inch is inevitable, true colour(s) may also vary due to strong studio lightings and variances in computer resolutions. Therefore in these cases, it is not considered as incorrect or defect.

All our items are checked before each parcel is dispatch. We apologize for the lapse and will process the exchange as soon as possible.

You are required to notify and send us an image of the incorrect/defective item within 7 days from the dispatch date. Upon receiving our confirmation email, you may proceed to mail the item back to us.

In such cases, the new item mailed to you will be enclosed with a return envelope/poly mailer bag. Please place the incorrect/defective item in the envelope/poly mailer bag and mail it back to us.

The exchange item has to be of the same size and colour. If the item is no longer in stock, Rora-Riel credits will be issued to you and you may then be allowed to opt for other in stock items. We require receiving the incorrect/defective item within 10 days from the dispatch date of the new item.

Size and Fit issue
Rora-Riel understands that finding the right fit can be bothersome hence we allow a one time exchange for other size subjected to item availability.

If you would like to do a size exchange, you are required to notify us within 7 days from the dispatch date. Upon receiving our confirmation email that the particular size for exchange is available, you may proceed to mail the item back to us. Exchange items have to be mailed via methods which allow for tracking. Do note that you will have to bear the return cost incurred. We require receiving the exchange item within the next 10 days upon confirmation and the postage top-up fee before we mail the new item to you.

To return an item:

  1. Fill in the return note. You may download from here
  2. Pack your item in its original packaging together with the completed return note.
  3. We only accept return items mailed via a method which allows tracking. Return parcels are to reach us within 10 days from the day of dispatch.

Sales item, accessories and regular item purchased with discount code are not eligible for exchange.

Backorder
You may check for your estimated backorder arrival date in the backorder update page or each individual product page. No emails will be sent for such updates.

In some cases, the backorder item may have a slight difference in colour as compared to the in stock item.

Backorder items will be mailed separately with in stock items. The combination of items is not allowed.

Rora-Riel strives to ensure that customers will receive backorder items timely. However, there may be circumstances where backorders may be delayed or canceled which are beyond our control, any cancellation or refund is not allowed. In the event where backorder has been canceled, refund will be processed accordingly.

Do join backorders only if you are comfortable with the stated terms.

Bounced Parcel
In the event of bounced mail, you will be contacted.

Re-delivery charges may apply, Rora-Riel will bear the charges for error on our part.

Bounced parcels are to be claimed within 3 months from the date of issue. No refund or compensation will be made after the given timeframe and item will be deemed as Rora-Riel’s property thereafter.

Discount Codes
When using the discount code, it should be entered at point of purchase before checking out for the discount to be valid. Prices are final upon checkout and no refund will be made.

Terms and conditions when using discount codes:

a) Orders placed using discount codes are not applicable for exchange and returns.
b) The discount code is not applicable for the purchase of sales item and gift card.

To use the discount code

  1. Log in your Rora-Riel account
  2. Add the products that you will like to purchase
  3. At the checkout page, fill in your Discount code at the ‘Discount code/Voucher code’ field and click ‘Apply’
  4. The amount will be re-calculated and the final amount will be reflected in ‘Subtotal’

Postage/mailing charges

Local Shipping Rates

Shipping TypeDelivery TimeframeFlat Rate
Normal Courier

(Non-Registered)

1 – 3 Working Days*SG $2.50

Complimentary for orders above SG $85

Registered Mail1 – 3 Working Days*Additional SG $2.50

Complimentary for orders above SG $120

Express CourierNext Working Day*

*Cut off- time is 1pm

SG $6.50

*Our mailing charges include delivery within the main island of the republic of Singapore (including Sentosa and Jurong Island but excluding the off-shore islands and some restricted area like camps)

International Shipping rate
There will be an additional SG $2.50 applicable for the international registered article.

AIRMAIL RATES#
DestinationWeight Step Up To
(max weight: 2kg)
Letters, Printed Papers+
And Packets/ Packages
Postcards±
(per piece)
Malaysia20g$0.50$0.40
50g$0.70
100g$1.10
per additional step of 100g$1.10

Overseas Postage Rates – Transit Time

Country Of Destination (Major Cities/ Office of Mail Exchange)*Estimated Delivery Time**
For Major Cities
(Working Days)
Malaysia* (Johor Bahru, Kuala Lumpur, Kuching, Kota Kinabalu)4 – 6

Please Note:
*Rora-Riel will be using Singpost for our international delivery, rates and delivery timing are subjected to changes by Singpost without prior notice. For more information about international delivery please check here.

Terms & Conditions
Upon successful receipt of your order, your item will be pack and parcel will be dispatch within 3-4 working days.

Additional charges for re-delivery will be applicable after one unsuccessful delivery attempt
Backorder items will be mailed separately with in stock items. The combination of items is not allowed.

International Shipping is available to all other countries at a weight-based rate, please contact info@rora-riel.com for a detailed quotation.