Privacy policy

Our team works hard to ensure that you have your jewelry in a timely fashion, so we start the creation process immediately just after you place your order. If you need to request a cancellation of the transaction, feel free to contact us within 6 hours upon purchasing.

In accordance with the customs legislation differently related to each country, goods purchased from abroad are subject to import tax, duties, tariffs etc. Neither Reorah/Reoriva nor Shopify will collect these taxes at the time of order except for USA eco and express shipments. Only USA shipments are sent delivery duty paid (DDP). Beginning July 2026, import tax (VAT) and duties for EU countries and Mexico are also collected at times of purchase. Customers from Non EU and other countries worldwide are responsible of any tax, duty and fees that may be applied to purchases on delivery, we only charge for shipping fee but nothing else, they are DELIVERY DUTY UNPAID (DDU) deliveries. Buyers are responsible for any custom fees and import taxes on entry to their country that may be applied. It is the responsibility of the buyer to check with their local customs office what fees they may be charged before ordering. As we send worldwide, it is impossible for us to know every country’s policy regarding custom fees. The shipping fee we charge is only what it costs for us to ship the order to you, and does not include or cover any customs duties, fees, or VAT. These fees may be charged on collection of the parcel in your country. Please do not ask us for any additional fees applied by your country. Buyers from UK should include their His Majesty's Revenue & Customs (HMRC) and buyers from India and Brazil should provide ID No for custom procedures of the given countries. To pass customs in Mexico, you must add the customer's RFC to your order.

All items are thoroughly inspected before shipping to make sure there is no damage, and that the product is of a high standard before sending. We also do our best to pack the products well so that they will arrive in good order. In case of any defective item through usage, please note that we cannot be held responsible for items that are damaged. But if you receive items that are damaged, we will need photographic evidence of the damage to assess whether a refund will be possible.

We have no insurance for our packages, so if courier company or on Shopify it is stated that your package is "delivered" with a proof of delivery, but you have not received it, there can be nothing left for us other than opening an inquiry and ask it from the courier company. For any lost and undelivered items shipped, you have to inform us in 14-days, then we will open an inquiry to the shipping agency, No refund/reshipping is possible before the inquiry ends with an answer from the shipping agency. No refunds will be made for wrong/incomplete addressee information given during purchase.

We do our best to make and send all orders as quickly as possible so that they will reach you as soon as is possible and to track parcels with the information available on tracking sites but have no control over courier or customs processing times. We send tracking numbers for every parcel so that they can be tracked, and it is up to the buyer to provide the correct address and information required for delivery. We will also track the parcels from our side as possible as we can, as it is very important to us that you receive your order.

Should you have any concerns, do not hesitate to contact us.