Customer Care

FAQ 

 

Shipping

 

Do you ship to my country?

We ship to most locations world-wide. Please find the full list of our shipping countries in the check-out form.

 

What is my shipping cost?

The shipping cost is based on your selected destination. In the table below.

 

 

Orders below 90 euros

Orders over 90 euros

Spain

FREE

FREE

EU

6 €

FREE

Rest of the world

15 €

FREE

 

 

When will my order be shipped?

Your order will be shipped within 24 hours of receiving your order confirmation on business days. Orders received before 15:00 CET will be shipped the same day.

 

 

Estimate delivery time

Spain

1 – 3 working days

EU

3 – 4 working days

Rest of the world

4 – 5 working days

 

 

How is shipping affected during peak periods?

Due to a general high increase on order volumes during holidays, peak seasons and new releases, the processing of your order may take up to 48 hours. We will do our best to ship your order as soon as possible.

 

How can I track my shipment?

You will receive an email with your tracking number once your order is shipped. Website will be in spanish only.

 

 

Payment

 

What are the accepted payment methods?

We accept payments with VISA, MasterCard, American Express, PayPal.

 

When will I be charged for my order?

If you pay by credit card the total amount will be reserved on your account immediately when the order is placed. The money is then charged when your order is registered for delivery from our warehouse.

 

I was charged twice for my order.

If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transaction to ensure sufficient funds and account authenticity. If you need help speeding up the process, you can contact the issuing bank of your credit card.

 

Do I have to pay international taxes and duties?

When ordering within EU, all additional charges such as VAT/tax and duties are included in the given price.

 

When ordering outside EU, all prices exclude VAT/tax and duties. Price also excludes costs for physical inspection at customs in countries where this is required. Please note that we cannot undervalue orders, or mark them as a gift.

 

Customs policies vary from country to country - please contact your local customs office for further information. Note that sometimes custom agents may delay delivery of some packages.

 

 

Orders

 

When do I receive my order?

Your order will be shipped within 24 hours of receiving your order confirmation on business days. Orders received before 15:00 CET will be shipped the same day. Please note that shipping times may be affected during peak periods (e.g. holidays, new releases and black friday) and the processing of your order may take up to 48 hours. You will receive an email containing your tracking number once your order is shipped.

 

Can I change my order?

We start working on your order as soon as it is placed, so there is a very limited time-frame in which you can amend or cancel it. Please note that during peak periods (e.g. holidays, new releases and black friday) this may prevent changing your order in time. If you would like to change your order, please contact us as soon as possible.

 

If your order has already been dispatched from our warehouse before you cancel or change it, return it to us for a refund when you receive it and place a new order. Return fees apply.

 

Can I track my order?

Yes, you will receive a tracking link from ASM – GLS on your shipping confirmation email. If you have not received your tracking link, please contact us.

 

My tracking link does not work.

It can take a day for the ASM - GLS tracking link to be activated. Please check your postal code is correct. Contact us if your link does not work within 24 hours.

 

Can I add items to my order?

Unfortunately, we cannot add items to an existing order. Please place a new order for the item and contact us. If the order has not been sent, we can ship them together to avoid double shipping costs.

 

I did not receive an order confirmation.

As soon as your order is placed, an order confirmation is sent to the email address you entered in the checkout. If it is missing, please make sure you have provided the correct email address and double check your email spam folder. If it’s still missing, there might be something wrong with the order. If so, contact us at info@thericeco.com and we’ll sort it out for you.

 

 

Returns

 

Rice offers free returns for items returned in our Rice - Barcelona store on C/ Martinez de la Rosa 16, 08012 Barcelona

 

What is your returns policy?

Pleas check our returns policy.

 

How do I return an item?

Please check our return policy.

 

Can I exchange items?

Of course you can. Exchanges can only be made within 14 days after receiving the delivery for the same model and will be subject to stock-availability at the time your return is received at our warehouse.

 

When will I receive my refund?

You will receive a refund for the item excluding the return cost for the item. We’ll give you a refund within 14 days by the same method you used to pay. Please note that your refund may be affected during peak periods (e.g. holidays, new releases, black fiday). If you haven’t received them in 10 working days, please contact your bank for more information.

 

How do I know that you have received my return?

You’ll need a tracking number for your parcel

 

How long does it take to process returns?

We process changes and returns within 5 working days of receiving them unless we need more information from you. Please note that your return may be affected during peak periods (e.g. holidays, new releases, black friday).

 

I received the wrong items.

If you have received the wrong items, contact our customer service and specify which products. Return the faulty items through our returns form. You will receive the correct items without additional costs for return and/or shipping.

 

I am missing my return form.

If you need a new returns form or shipping label, please contact us.

 

Will you refund the taxes and duties I was charged on my order upon delivery?

Unfortunately we cannot refund you these charges. Please contact your local customs office to request for a refund (taxes and duties only charged for non-EU orders).

 

Can I get a refund for returns via PayPal?

Yes you can.

 

 

Products

 

I cannot find the style, color or size I'm looking for.

The colors and sizes available in the online shop reflect what we currently have in stock.

 

How do I find the right size?

There is a size chart for each product with measurements. You can also find all size charts and instructions how to choose the right size here.

 

Where do I find care instructions?

Please check our Care Instructions

 

Are your products vegan?

Some of our style are vegan and they are marked with a label. We are increasing the use of microfiber in our lining. Only a few models contain real leather.

Our objective as a Brand is to be 100% vegan in the short term.

 

Where are your shoes produced?

All Rice shoes are handcrfted in Spain.