Help & FAQ
First Time Order
For your security, please be aware that first-time order can only be delivered to the card holder's shipping address or a corporate work address which we are able to verify independently. To avoid delays your order, please ensure that your shipping address matches the address on your card statement, and that the card holder's name is written as it appears on the card. Please also ensure that your contact details are filled in accurately, so that we can contact you if necessary.
Q: How do I pay for an order?
A: To pay for your order on our site, follow the steps below:
1) Select the order and click the "Pay Now" button.
2) Choose payment method on the checkout page.
Q: What types of payment do you accept?
A: We accept the following payment methods:
Paypal, Credit Cards, Visa Card, MasterCard, and American Express, and Western Union. We firstly recommend you use Paypal.
Q: How to track my order?
A: When your item is shipped out, you will get a shipping confirmed letter and you can then take your order number to check your shipping status.
You can use the tracking number on the following tracking links to find the tracking status.
Q: I have bought something but seen it at a different price on your website.
A: As an online business we act much faster in adjusting our prices in response to trends, stock and demand from customers. It's our general view not to refund the difference.
Q: How long do you take to despatch an order?
A: Generally, we will despatch your order the other day since the date you placed the order. However, we may need to wait for 2 or 3 days for the stock at times, thus the delivery will be delayed for 2 or 3 days.
Q: Does Riverwood guarantee delivery time?
A: Because the post office handles your shipment, we cannot guarantee the exact time of delivery. However, we will give you an idea of when the package will arrive. We suggest you to make orders 7 days in advance thus you will have sufficient time for shipping.
Q: Is there any hidden charges to my order?
A: Basically, the final amount you will pay is just the price of the product plus shipping(if you choose a paid shipping). Sometimes, because of the exchange rate of currency, when the payment finally cleared through the bank, the total amount will be a little different to the price of the product, but its only less than 0.5% of the total price.
Q: What if my order delivery was delayed?
A: We definitely will deliver your order in time under normal circumstances. While, shipping delays may occur due to holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times.