Exchanges / Returns and Refunds
We want to make sure your expectations are exceeded. However, if you would like a refund for any reason, please follow the instructions below. If you need assistance, please contact our customer service team: customer@riomartina.com
Our return policy
If you're not happy with your order, you have 14 days from the delivery date to return any items you don't want to keep to us. We will refund you in full for any items returned to us. Please note here important information in case of a partial return.
All products must be unworn, unaltered, unwashed and have the original tags attached. Items that arrive with signs of wear are not eligible for return or exchange. Try the shoes on clean floors so as not to soil or damage the sole if you wish to exchange or return them.
Also important: Please pack the products with all parts and the packaging material back into the packaging.
Return shipping costs
The return costs are at the expense of the customer (see "GTC" and "Right of Withdrawal"), except in the case of an exchange - only valid for orders with a delivery address in Germany, as explained in the next section "Free exchange".
Freight collect shipments are not accepted by us and are automatically rejected.
Free exchange
So that we can organize your free exchange, please write to us at customer@riomartina.com
Simply state your order number in the email and let us know your exchange wishes.
We will reply with all the instructions and do the rest for you.
After we have replied to you, all you need to do is send the items you want to exchange back to us.
Once we have received the returned items, we will send you the new items and refund you the cost of the return. The refund amount issued will be equal to the current DHL price list for private customers for a package up to 5kg. You can consult here the DHL price list for private customers.
The refund will be made using the same payment method chosen for the original order, unless we have expressly agreed otherwise with you.
Some customers choose to simply place a new order in our online store to make an exchange. This is also an option, but as this involves a new order and payment, it is not possible in this case to refund the return costs to you retrospectively.
The free exchange is only valid for orders with a delivery address in Germany and only for 1 exchange per item.
How can you organize the return?
1. Let us know
You can choose between the classical procedure with the return form or you can use our online return procedure.
Online return procedure
Go to https://account.riomartina.com/ and insert the same e-mail address you used for your order.
Immediatly after you will receive in the same e-mail address a 6-Digits one time password that you will use to login.
In the next screen, select your order and just follow the instructions on-screen to request the return of any articles in your order.
Procedure with return form
Send us an email (customer@riomartina.com) with the subject line: return + order number
Attach the return form you filled out to the e-mail.
Please include a printed version of the return form in your return package.
Where can you find the return form? -> You received a link to download your return form in your shipping confirmation email.
All refunds will be made using the same payment method used for the original payment, unless expressly agreed otherwise with you.
2. Choose a shipping service provider of your choice.
The shipping costs are to be borne by you. We recommend tracked shipping. Please keep the receipt as proof.
3. Return: Send the package back to us
Fillhub GmbH
Retouren Rio Martina
Hofer Strasse 11
93057 Regensburg
Germany
We will then email you once we have received and processed your return.
Please note that it can take up to 5 working days for your return to be processed and inspected once it reaches our warehouse.
Fast refund
Once we have inspected your returned items, we will immediately initiate your refund. All refunds will be made using the same payment method used for the original payment, unless expressly agreed otherwise with you. The date when the money is actually credited to your account or credit card depends on the payment service provider. In some cases it can take up to 5-10 business days to appear on your statement.
