FAQ

When making a purchase in our online store, you will notice how easy it is to add products to the shopping cart, review every aspect of your order, and enter your payment information in our secured checkout.

If this happens to you, email us as soon as possible, we MIGHT be able to take care of it. However, we can't promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, we won't be able to stop it. Contact us anyway we still care and we'll try to make it right for you. We know how frustrating it can be to pay for something you can't use.

If you change your mind and wish to cancel your order, please contact us within 48 hours of your purchase. We can help cancel your order if the request is made within this time frame. We cannot guarantee adjustments beyond this period.

Firstly, kindly check the spam or advertisement folders of your email account. Chances are our email was automatically sorted by your email filter. If you cannot find the Purchase Confirmation email in there or suspect that you may have made a typo in your email address when placing the order, please contact our Customer Service team to update your email address again.

When your order ships, you will receive a separate email providing you with a tracking number to track your order. Sometimes this email gets sorted into spam or promotions folders so be sure to take a look there if it feels like you have been waiting a little too long. You can also go to our order tracking page here to track your order easily. *Please note that due to a large volume of data and continual updates, there may be minor delays in our tracking system compared to the real-time updates from the carrier. In these instances, please contact us and leave your order number, or the email address used to place your order. We will get back to you with an update as soon as we can.

After you have placed your order at our shop, you will receive the following E-mail messages: Order confirmed: You should receive this confirmation within minutes after placing your order. All orders are subject to availability. If an item is unavailable after the order is placed, you will receive an email to inform on cancellation. However, if you do not receive any information within 3 business days, please feel free to contact our customer service representatives here. Order has been shipped: This means that your order has been shipped from our warehouse and it is on the way to you. This email will be sent out just after your parcel has left our warehouse. Please use the tracking-information from the carrier, included in the email, to obtain detailed tracking information. Order has been delivered: Once your order has been delivered to your place, you will receive a delivered notification for your order.

In order to expedite the delivery of your order, we may ship items at different times from different shipping centers. Our goal is to get you your order as fast as possible. Each item may have separate delivery dates. You will receive an email notification when each parcel is shipped.

If you cannot find the answer to your question here, we recommend you to contact us here.

We accept payment via credit card (Visa, Mastercard, American Express), as well as PayPal and debit cards.

Yes, it's 100% Secured. We do not share any information we collect through orders or contact inquiries. The information is solely used to complete your order or respond to your inquiry.

Please double check that your shipping and billing details are complete and correct, and try to check out using a different web browser or try again with an alternative payment method. If you still have an issue, please let us know, or contact your bank about the payment.

The reasons for payment failure can often be attributed to several factors, including:

Card Declined: This can happen if your credit or debit card has expired, there are insufficient funds in your account, or the card has been deactivated.

Incorrect Information: If you input incorrect credit card details, such as the card number, expiration date, or CVV code, the transaction may be declined.

3D Secure Lock: Sometimes, your bank may require you to verify the transaction by using a one-time password (OTP) sent to your phone or email. If you fail to input this code or input it incorrectly, the payment will not be successful.

Payment Limit or Card Restrictions: Your card may have a limit on the amount that can be paid in a single transaction or in a day. Check whether your card has such limits.

Bank Issues: There could be errors from your bank's side or the Stripe payment system. Try the transaction again after some time or contact your bank for more information.

International Card Restrictions: Occasionally, your bank may block international payments or payments from specific locations. If you are attempting to make a payment from a location that is not your home country or from a country where your card is not accepted, the transaction may be declined.

If you encounter issues when making payments through Stripe, you should contact your bank or card issuer for further details and to resolve the issue.

Orders are usually dispatched within 2 to 3 business days. Estimated delivery across Europe takes 7-14 business days. Please note that delivery might take longer in certain rare cases; if you have any questions or experience delays, feel free to contact our support team. You will receive a tracking number as soon as your order ships, so you always know where your new kicks are.

We ship almost worldwide. Nonetheless, there is a small list of countries that we cannot accept deliveries to. This is mostly down to international embargoes or problems getting goods through customs. You will be notified if we're unable to ship to a specific location.

Orders are usually dispatched within 1 business day of payment of order. For some special items that are not available at that time, it might take longer to dispatch. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

We always try our best to deliver your order within our standard delivery times. Occasionally, delays can happen, which are often beyond our control. In this case, we will always try to inform you beforehand. If you didn't receive the notification, please contact us so that we can conduct an investigation.

We understand that's scary! Please try searching around your house, asking your family and neighbors first. Most of the time, an order is received by a family member and ends up forgotten about. If it still doesn't turn up, please kindly contact our Customer Care team for further assistance.

Depending on the product you ordered, we might ship from different shipping centers around the world. Our goal is to get you your order as fast as possible! Each item may have separate delivery dates. You will receive an email notification when each parcel is shipped. If you realize that an item is missing from your order, please contact our Customer Service team immediately. Our team will start an investigation with the courier. Since we might ask you for photos of the outer box including the printed label, please do not throw it away.

For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched. If your shipment has been dispatched, we won't be able to update your order from our side anymore. Please contact the courier to request a destination change for your shipment upon the tracking number is available.

If you have received products which you did not order or a damaged/defective product, please do not remove any tag and keep the original packaging in the same condition. We would recommend you to contact customer service here and let the representative know the details of your package. Our Customer Service team would also require you to provide visual evidence (e.g photo, video) of the products in order to confirm its condition and further assist you with the procedures.

You can return your online order within 14 days of receiving your order. To initiate a return request, please first notify our support team at support@rtvego.com.

You can return your order within 30 days of receiving it. In order for a return to be accepted, it must meet the following conditions: The item(s) must be unworn, not-used, in the same condition that you received it and has not been washed and/or put in a dryer for any reason. The item(s) must also not smell strongly of smoke and/or body odors of any type, are not covered in pet and/or human hair, and are not stained or damaged in any other way. All original sewn in or hang tags must still be intact.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. If you've done all of this and you still have not received your refund yet, please contact us at support@rtvego.com.

You can exchange for different sizes, different colors or different items. You may proceed with item exchange provided that the item meets our Return/Exchange Policy here.