Shipping Protection

Add extra protection to your order.

With RIZE Shipping Protection, you receive a one-time additional shipping service for your order, particularly in cases where a parcel is returned due to incorrect address information or when you request a size exchange.

If a shipment is lost, an item arrives damaged, defective, or incorrect, your statutory consumer rights apply regardless of whether you purchased Shipping Protection.

What additional services are covered?

1. Return due to an incorrect or incomplete delivery address

If your order cannot be delivered because the delivery address provided by you was incorrect or incomplete and the parcel is therefore returned by the carrier to RIZE or our shipping partner, we will resend your order once under Shipping Protection.

You will not be charged any additional standard shipping costs for this reshipment within the original destination country.

The shipment tracking or other suitable information must show that the original shipment could not be successfully delivered and is being, or has been, returned to the sender or shipping partner.

Simply requesting a different delivery address after the order has already been shipped does not, by itself, constitute a covered case.

If you request that the replacement or returned shipment be sent to a different country, Shipping Protection only covers the amount that would have been charged for standard reshipping to the original destination country. Any additional shipping costs, customs duties, import charges, taxes, or other additional costs may be charged to the customer.

2. Reshipping for a size exchange

If an item is exchanged for another available size in accordance with our applicable return and exchange conditions, Shipping Protection covers the standard shipping costs for sending the replacement item to you once.

The cost of returning the original item to RIZE is not covered by Shipping Protection and remains subject to our applicable return and exchange conditions.

The returned item must meet the requirements for an exchange, and the requested replacement size must be available.

Lost shipments

If an order is lost during transit, your statutory rights remain fully applicable and are not dependent on the purchase of Shipping Protection.

A shipment is not considered lost solely because delivery is delayed or because tracking information has temporarily stopped updating.

Before a replacement is issued, it may be necessary to review the shipment status or initiate an investigation with the shipping carrier.

If the carrier marks a shipment as delivered, we may review the available proof of delivery and ask you to check possible safe places, household members, neighbours, or other relevant delivery locations before the case is resolved.

Damaged or incorrect deliveries

If an item is already damaged, defective, or incorrect at the time of delivery, your statutory rights regarding defective goods apply independently of Shipping Protection.

Examples may include:

– holes or tears that were already present upon delivery
– defective, damaged, or incomplete prints
– visible material or manufacturing defects
– delivery of the wrong product
– delivery of the wrong size or variant
– other damage already present when the item was received

For the purpose of reviewing a claim, we may request reasonable supporting evidence, including photographs of the item, the affected area, the packaging, and, where relevant, the shipping label.

Damage that occurs after delivery as a result of use, wear, washing, staining, improper handling, modification, or other external causes is not considered damage that was present upon delivery.

Normal signs of wear, subsequently caused stains or soiling, and damage caused by the customer are not covered by the additional services provided under Shipping Protection.

Your statutory rights remain unaffected.

Review of a Shipping Protection claim

To use an additional service provided under Shipping Protection, the customer must provide the information reasonably required to assess the case and, where requested, suitable supporting evidence.

Depending on the individual case, this may include:

– photos or videos of the item
– photographs of the shipping packaging
– the shipping label
– tracking information
– details regarding the delivery process
– other information reasonably required to assess the specific case

An additional service under Shipping Protection may be provided where the available information reasonably demonstrates that the requirements of the relevant covered case described in these terms have been met.

Any statutory rights existing independently of Shipping Protection are neither excluded nor restricted by this review.

What is not additionally covered by Shipping Protection?

Shipping Protection does not additionally cover, in particular:

– simply not liking the product or changing your mind
– standard returns or withdrawals
– the customer’s return shipping costs unless expressly agreed otherwise
– damage occurring after delivery
– normal signs of wear
– stains or soiling caused after delivery
– damage caused by washing or wearing the item
– damage caused by improper handling
– intentionally caused damage
– delivery delays alone
– a request to change an order that has already been shipped
– additional costs resulting from a customer-requested change of destination country beyond the coverage described above
– repeated additional replacement or reshipping services for the same order

One-time additional service

The additional services provided under Shipping Protection may be used once per order in total.

For example, if a reshipment has already been provided because of an incorrect address or if Shipping Protection has already covered the outbound shipping costs for a size exchange, the additional Shipping Protection service for that order is considered fulfilled.

This does not restrict any statutory rights, including rights relating to lost shipments, defective goods, or incorrect deliveries.

Returns, withdrawal and exchanges

Purchasing Shipping Protection does not change the return, withdrawal, or exchange conditions applicable to the ordered goods.

In particular, Shipping Protection does not mean that the customer’s return shipping costs are automatically covered by RIZE.

If a customer simply wishes to return an item because they no longer want it or do not like it, the standard withdrawal and return conditions apply.

For all matters not expressly governed by these Shipping Protection terms, our Terms and Conditions, Withdrawal Policy, Return and Refund Policy, and Shipping Policy apply in addition.

Mandatory statutory consumer rights remain unaffected at all times.

Withdrawal from Shipping Protection

The statutory right of withdrawal and the applicable withdrawal information also apply to Shipping Protection.

Any exclusion or expiry of a statutory right of withdrawal applies only where all relevant legal requirements for such exclusion or expiry have been fulfilled.