Refund policy

We want you to feel good about your order. If something is not right, here is how returns and refunds work at Rive Nord.

1. Contact information

Store: Rive Nord, operated by KODE ECOM (ABN 91 332 639 936)
Address: 11/26 Little Walcott Street, North Perth WA 6006, Australia
Email: contact@maisonrivenord.com
Phone: +61 413 124 785

Customer service hours (AWST): Monday–Friday, 9 am–5 pm; Saturday–Sunday, 11 am–3 pm. We answer every message within 24 hours.

2. Where returns go

Our orders are fulfilled by logistics partners in Australia and overseas. The correct return address may differ from our business address. We will give you the return address and instructions when you contact us. Please do not send a parcel to our business address unless we ask you to.

3. Change-of-mind returns: 30 days

You can request a return within 30 days of delivery if you change your mind, ordered the wrong size or no longer want the item.

For a change-of-mind return, the item must be:

• In its original condition.
• Unworn beyond trying it on, unwashed and unaltered.
• With its tags attached and original packaging where supplied.

Please provide your order number or another proof of purchase.

For hygiene reasons, underwear and swimwear with a removed hygiene seal cannot be returned for a change of mind. These conditions do not limit your rights if an item is faulty or does not meet a consumer guarantee.

4. How to start a return

Email contact@maisonrivenord.com within 30 days of delivery with:

• Your order number.
• The item you wish to return.
• Whether you would like a refund or an exchange.

We will send you the correct return address and instructions. Please post a change-of-mind return within 14 days of receiving those instructions.

Returns are sent by post. Use a tracked service and keep your postage receipt until your return is complete.

5. Return postage and fees

For a change-of-mind return, you pay the return postage. The cost depends on the carrier and the return address given in our instructions. You are responsible for arranging and purchasing your return shipping label.

We do not charge restocking fees.

If an item is faulty, damaged or not what you ordered, contact us first so we can arrange the return. If you have already paid reasonable return postage for an item confirmed to have a problem, we will reimburse that cost. Please keep your postage receipt.

6. Faulty, damaged or incorrect items

Email us with your order number and a description of the issue. Photos can help us resolve it faster, but you can still contact us without them.

The 30-day change-of-mind window does not limit your rights under the Australian Consumer Law.

If an item has a major problem, you can choose a refund or replacement. For a minor problem, we will provide the remedy required by the Australian Consumer Law within a reasonable time.

You do not need the original packaging or attached tags to seek a remedy for a faulty item.

7. Refunds

For an eligible change-of-mind return, we will confirm when it arrives and issue the refund within 7 calendar days of receiving and checking it.

The refund goes to your original payment method. Your bank or payment provider may take additional time to show it.

For a faulty item, we will assess the problem and provide the remedy you are entitled to under the Australian Consumer Law. We do not charge you for a remedy required by that law.

8. Exchanges

We accept exchanges for a different size or colour, subject to availability.

Email contact@maisonrivenord.com within 30 days of delivery with your order number and the size or colour you would like.

The same item-condition and return-postage rules as change-of-mind returns apply. We will provide return instructions and arrange the exchange after receiving and checking your item.

If the requested item is unavailable, we will offer a refund. This does not affect your rights for faulty items.

9. Cancellations and missing parcels

If you need to cancel, email us as soon as possible. We can cancel and refund your order in full if it has not entered packing. Once it has shipped, the return process applies after delivery.

If your parcel is missing or arrives damaged, contact us. We will investigate with the carrier and arrange an appropriate replacement or refund.

For delivery details, read our Shipping Policy.

10. Your consumer rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights.

If a product has a major failure, you can choose a replacement or refund and may be entitled to compensation for reasonably foreseeable loss or damage. If the problem is not major, you are entitled to a remedy as required by law.

For help, email contact@maisonrivenord.com.