Refund policy

Thank you for shopping at Riola Kids! We want you and your little ones to love your purchase. If you are not completely satisfied, we are here to help.

1. 14-Day Return Policy (Ready-Made Items)
We offer a 14-day return window for ready-made items, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must meet the following conditions:
- Worn & Condition: Unworn, unwashed, unused, free of stains or odors, and in its original, undamaged condition.
- Tags & Packaging: Original tags must be attached and undamaged, with the item in its original packaging.
- Proof of Purchase: A receipt or order number is required.
Note: Because baby and children's apparel requires strict hygiene and safety standards, items with removed tags, signs of wear, or stains cannot be accepted.

2. Made-to-Order Items – Final Sale
Some of our pieces, including all of our Mommy & Daughter matching sets, are made to order. These items are not taken from stock: each one is cut and sewn individually for you, in the sizes you select, after you place your order.
Because a made-to-order piece is produced specially for one customer and cannot be restocked or resold, made-to-order items are final sale and cannot be returned, exchanged or refunded under any circumstances. The return, exchange and damaged-item terms in the other sections of this policy do not apply to made-to-order items.
- Production & delivery: about 3 weeks (15 business days) from the date of your order.
- Quality check: before your order ships, our team inspects it and sends you photos and a video, so you know exactly what you will receive.
- Sizing: please check the size chart on the product page carefully before ordering. If you need help choosing a size, contact us at help@riolakids.com before you place your order.
Every made-to-order product is clearly marked "Made to Order · Final Sale" on its product page.

3. Non-Returnable Items
For hygienic reasons and product specifications, the following items cannot be returned:
- Made-to-order items(see section 2)
- Underwear, socks, and swimwear
- Personal care items (e.g., bibs, pacifiers, hair accessories)
- Sale or clearance items, and gift cards

4. How to Start a Return
1) Contact us at help@riolakids.com with your order number and the item(s) you wish to return.
2) Once your return is accepted, we will send you instructions and the return shipping address.
Items sent back to us without first requesting a return will not be accepted.

5. Damaged or Wrong Items
Please inspect your order upon arrival. If a ready-made item is defective, damaged, or if you received the wrong item, contact us immediately at help@riolakids.com so we can evaluate the issue and make it right at no extra cost to you.

6. Shipping Costs and Restocking Fee for Returns
- Defective or Incorrect Items: Return shipping costs are fully covered by us. No restocking fee applies.
- Standard Returns (Sizing/Preference): Customers are responsible for return shipping costs, and a 10% restocking fee will be deducted from the refund.

7. Refunds
We will notify you once we've received and inspected your return. If approved, you will be automatically refunded on your original payment method within 5 to 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.