FAQ

Regarding the Rivviv brand

What brand is Rivviv?

As global users of Rivviv know, the brand focuses on personalized customization and lifestyle design, providing high-quality embroidered products that deliver artistic value and truly reflect their individual style and emotional needs.

Rivviv products are suitable for everyday use, self-expression, and gift-giving, emphasizing a balance among design, brand, and emotional value, and serving customers worldwide.

How is Rivviv different from other brands?

The core difference at Rivviv is that we design and produce with a focus on "people," not on "standardized products."

Unlike most brands that prioritize rapid product launches and large-scale sales, Rivviv focuses on quality, practical value, and long-term value, maintaining transparency throughout the customization process and delivery timeline.

Why choose Rivviv over standard e-commerce products?

Rivviv doesn't offer standardized, mass-produced goods; instead, it offers customized products that better suit individual styles and emotional needs.

Through "customization" services, products are no longer purchased, but are instead co-created based on your preferences.

Compared to typical e-commerce platforms that focus on price and quantity, Rivviv places greater emphasis on design, quality, and user experience, and maintains clear transparency regarding customization options, production cycles, and delivery expectations.

User account and membership issues

Is it necessary to register an account to place an order?

Unnecessary.

At RIVVIV, you can easily place orders directly without registration and purchase products and customized services.

However, we recommend registering for a Rivviv account to make it easier to view order status, manage customization information, and access points and membership benefits.

What are the benefits of registering for a Rivviv account?

After registering for a Rivviv account, you can enjoy a more complete and convenient shopping and customization experience, including:

• Easily view and manage order status
• Earn points and redeem them for discounts.
• Receive updates on new products, events, and membership-related information.
• Remember your operation history.
• Obtain customer support and after-sales service very efficiently.

Registering an account is free and suitable for those who want to use Rivviv's customized services or enjoy member benefits over the long term.

What is Rivviv membership/club?

The Rivviv Membership (also known as the Rivviv Club) is an exclusive program designed for users who have long supported and loved our brand.

Its current sections include: Membership, Submit Your Story, and User Photo Gallery.

As a member, you can enjoy:

Reward points: Earn points through purchases, registration, or sharing, and redeem them for discounts.

Exclusive offers: Please read "Exclusive Privileges" for more benefits and discounts.

How can I earn points?

1. Register an account.
2. Participate in the activity.
3. Sharing and Invitation.

Please go to the "Points Tasks" section to participate in the event.

What should I do if I forget my password?

Please don't worry, this is easy.

If you have accidentally forgotten your Rivviv account password, you can reset it by following these steps:

1. Click the "Forgot Password" link on the login page.
2. Enter the email address you used when you registered.
3. The system will send a password reset email to your email address.
4. Click the link in the email to reset your password and log in.

For the security of your account, please ensure your new password is unique and includes at least one letter, one number, and one symbol. Do not use passwords that match those used on other websites or follow a predictable pattern.

Product-related

What materials are the products made of?

Common materials used by Rivviv include:

Environmentally friendly fabrics and high-grade materials, premium metals and alloys, linen, cotton, canvas...

Do the product images match the actual product?

Rivviv is committed to accurately representing the appearance and details of its products.

All of our product images have been professionally photographed and color-corrected.

However, we need to emphasize that, due to differences in shooting angle, lighting, display effects, and customization options, the product's actual color or texture may vary slightly from the images.

For customized products, slight variations in color or details are within the normal range and reflect the product's unique nature.

Do you support personalized customization?

Yes, Rivviv definitely supports it.

Furthermore, Rivviv's primary manufacturing process is high-quality, textured embroidery.

Is each product unique?

Absolutely! Primarily, it's determined by the images you design and upload.

Your exclusive custom-made product is uniquely yours; its artistic value depends on your personal customization.

We infuse your soul and warmth into our products through embroidery.

Make your product unique, high-value, and collectible.

Is Rivviv suitable as a gift?

All Rivviv products are ideal for gift-giving and highly recommended.

It is suitable for birthdays, anniversaries, holiday celebrations, special surprises for friends/family/partners, and corporate custom gifts.

Do you offer gift wrapping?

Yes, Rivviv offers beautiful complimentary gift wrapping, and every product includes packaging.

Our team's purpose is to make your gift-receiving experience more complete and ceremonial.

Is this product suitable for people with sensitive skin or children?

Most of the products are very suitable.

In short, Rivviv is committed to high-quality, safe design, as evidenced by its meticulous attention to detail.

If you have any questions, please contact customer service before purchasing to ensure the product is safe and reliable.

Questions related to customized services

Which products support customization?

You can customize all product categories under the "Customization" menu.

What can be included in a customized order?

Customized service content typically includes:

• Personalized text: such as names, dates, and greetings
• Color selection: If color options are available, you can select a color.
• Material and texture selection: Choose your preferred material from the product categories.
• Image content: The content of the image, whether complex or straightforward, or even meaningful symbols, can all be customized.

All custom designs are created using embroidery techniques.

What is the customization process like?

1. Choose your preferred style and color.
2. Confirm the style and details.
3. Upload the content you want to customize (images/text, etc.)
4. Place your order and make the payment.

For more details, please read "Customization at Your Fingertips".

Can I still modify the customization details after placing the order?

Once you submit a custom order, Rivviv typically begins production and preparation immediately, so most customized details cannot be modified.

However, if you need to make adjustments after placing your order, please contact Rivviv customer service as soon as possible. We will assess your situation and determine if modifications are possible.

To ensure the accuracy of your custom order, we recommend carefully reviewing all customization options before placing your order, including color, text, material, style, pattern, and other details.

For more information about customization rules, please read the "Customization Policy" carefully.

Are custom-made products eligible for returns or exchanges?

Since customized products are made exclusively to your specifications, returns and exchanges are generally not supported.

Because when you return or exchange a customized product for personal reasons, it cannot be resold, resulting in waste and financial loss.

However, we understand that quality issues or manufacturing errors may occasionally occur, although this is extremely rare.  If you receive a customized product that has any of the following problems:

• The item was not customized according to your design; a different design was used instead.
• Defects in the material itself and in the manufacturing process.

Please contact customer service or submit a form with relevant supporting documents (photos, videos, order number) immediately after receiving the goods.

We will arrange compensation or other solutions based on the specific circumstances.

How long does customization take?

Rivviv's custom products typically take seven business days to complete, but the exact timeframe depends on the following factors:

• Product type: Different products and styles may require longer production times.
• Customized content: Complex content may affect the turnaround time.
• Order volume and production schedule: There may be slight delays during peak periods.

Will custom-made pieces be publicly displayed?

Rivviv respects every user's privacy and customization preferences.

By default, your artwork will not be publicly displayed.

However, we strongly recommend preserving your story so more people can learn about and remember your artwork.

You can submit your story, and we will create a personalized blog post featuring your custom images or lifestyle photos related to Rivviv, along with your story, and showcase it in our user gallery.

Order and payment-related

How do I place an order?

1. Open the website rivviv.com.
2. Browse the products and select your favorites or customization options.
3. Select specifications and customization options.
4. Add to cart
5. Submit your order and fill in your shipping information.
6. To complete your order, please select your preferred payment method.
7. Once payment is successful, you will receive an order confirmation email, and you can check your order status in your account.
8. Waiting for delivery
9. Share your product review and tell us about your experience with RIVVIV products.

Can I cancel or modify my order after placing it?

Regular in-stock items:

If your order has not yet been shipped, you can usually contact Rivviv customer service to request cancellation or modification. You can also make modifications yourself.

Once the goods have been shipped, the order cannot be canceled or modified.

Customized products:

Custom orders generally cannot be canceled or modified because the products immediately enter the preparation and customization process.

In exceptional circumstances, please contact customer service as soon as possible, and we will evaluate and address the situation based on the order status.

What payment methods are supported?

Rivviv supports a variety of secure and convenient payment methods, allowing you to choose freely based on your preferences:

Currently, the following payment methods are supported (more will be added in the future based on market demand):

• PayPal
• Credit/Debit Card

Is the payment secure?

Please rest assured! Rivviv's payment system is absolutely secure!

We use international-standard encryption technologies (such as SSL/TLS) to protect your payment information during transmission and processing.

What should I do if the payment fails?

If you encounter a payment failure while shopping on Rivviv, you can follow these steps:

• Check payment information.

Please verify that the card number, expiration date, CVV code, or third-party account information is correct.

Confirm that your account balance or credit limit is sufficient.

• Try other payment methods.

You can switch to other supported payment options, such as different credit cards, PayPal, or local payment methods.

• Network or browser issues

We suggest you refresh the page or try again using a different browser/device.

• Contact your bank or payment institution.

The bank's risk control system may block transactions; you can contact the bank to confirm the reason.

• Contact Rivviv customer service.

If you are still unable to complete the payment after multiple attempts, please contact Rivviv customer service as soon as possible. We will assist you in checking your order status and provide a reliable solution.

Note: Payment failure will not result in automatic deduction. Please ensure you check the order status before retrying to avoid duplicate payments.

Product and logistics-related

Do you offer worldwide shipping?

Yes, Rivviv supports worldwide shipping.

This means you can place orders in major countries and regions. Whether it's in-stock or custom-made items, we will ship your goods to your delivery address via international logistics channels.

For more detailed shipping information, please read the "Shipping Policy".

Do you offer free shipping?

Yes, Rivviv offers free worldwide shipping!

You won't incur any additional shipping fees; your order ships free.

Read "Free Shipping" to learn more about free shipping details.

How long does delivery take?

Rivviv's delivery time depends on the type of product, the delivery region, and the shipping method:

In-stock items: Usually delivered within 5-8 business days (depending on the destination).

Customized products: Due to the need for custom manufacturing, orders typically take 7-18 business days to complete and ship.

International shipping:  Some countries or regions may experience additional delays due to customs or transportation restrictions.

How can I track my shipment?

1. You can view your shipping status and tracking link by logging in to your Rivviv account and going to "My Orders" or "Order Details."
2. Order Confirmation Email: After payment, you will receive an email with your order information for your reference.
3. Logistics Tracking Page: Go to the logistics tracking page, enter your order number, and check the shipping status.

Why hasn't the shipping information been updated yet?

1. The order has just been shipped： The package has just been handed over to the logistics company, and it may take 1-2 business days for the system to update its status.
2.  International Shipping Delays: Customs clearance, cross-border transportation, or local logistics peak seasons may delay information updates.
3. Information Update Delays: Delays in updating logistics information are common.
4. Logistics scanning delay: In some regions or with certain logistics companies, update frequency is low, so that the package may have already moved during transit, but the system has not yet reflected the latest status.
5. Exceptional circumstances: If you encounter issues such as lost packages, incomplete address information, or label-scanning errors, please get in touch with customer service for verification.

What should I do if my package is lost or damaged?

We recommend purchasing shipping insurance at checkout.

This allows you to be notified if your order is lost or damaged. We recommend that you...

1.  Please contact customer service promptly with your order number, shipping information, photos, and a 5-10 second video of the damaged package.
2. We will verify the situation by checking the shipping records with the logistics company and confirming the responsibility for any damage or loss, as well as the authenticity of the claim.
3. Different solutions are provided for various problems.

Can the delivery address be changed?

Generally, Rivviv can assist you in updating your shipping address before your order ships.

Please communicate with us promptly.

Contact and support-related issues

How can I contact Rivviv customer service?

1. You can contact our customer service directly by clicking the bottom-right corner of your computer or mobile device screen.
2. You can also contact us through our contact form.

Do you support multilingual services?

Yes, regardless of your country or language, we will support communication in your preferred language.

Therefore, please do not worry about any language barriers.

This includes our website, which we continually update with new content based on market demand and which offers multilingual and multicurrency services.

How long will it take to receive a reply?

Typically, after you contact us, we will respond within 12-24 hours on weekdays.

Due to high inquiry volume, we may take 24-36 hours to respond.

Can I submit a collaboration application?

Yes, we support you and look forward to collaborating.

You can learn more and submit your collaboration request through the "Partner with RIVVIV" section.

We will discuss cooperation models with you and look forward to working with you.

How do I submit feedback or a complaint?

Please click on the "Feedback Submission Form" to provide your feedback. We look forward to hearing from you.

To submit a complaint, please click on the "Complaint Submission Form." We apologize and will actively work to resolve the issues you are experiencing.

Do you accept collaborations with influencers/creators?

We are very open to collaborations with KOLs (Key Opinion Leaders)! We look forward to hearing from you.

Please contact us via the "Influencer Marketing" section to learn about the benefits of collaboration and access the relevant submission form.

Through this collaboration, we hope to work with creative and influential individuals to spread Rivviv's brand philosophy and bespoke culture, allowing more users to discover this unique and remarkable brand!