GENERAL FAQ

1. Is COD (Cash on Delivery) possible?

Sorry we do not practise COD.

2. Do you have a physical store?

We currently run this business solely in the cyberworld channel, therefore we do not possess any brick-and-mortar store.

ORDERS AND PURCHASES

3. Can I edit my order after payment has been made?

Yes you can, provided if the finalized price is similar. Money top-up is required if the finalized price is higher. However no refund will be made if the finalized price is lower. Please contact us (and mention your order number) to rearrange the order.

4. Can I change my shipping address after payment has been made?

Yes you can, provided if the parcel is still with us. If the parcel has been dispatched to the courier company or post office, please contact Pos Malaysia/Poslaju IMMEDIATELY at 1-300-300-300 to arrange a re-route.

5. What if my parcel is delivered to the wrong address?

If the parcel is delivered to the wrong address due to our mistake, we will take full responsibility and rearrange the shipment. However if customer has provided us incorrect shipping address, we shall take NO responsibility. In that case, please contact Pos Malaysia/Poslaju IMMEDIATELY at 1-300-300-300 to arrange a re-route.

6. What should I do if the parcel arrives in damaged state?

All our items undergo a stringent check before dispatching to ensure our customer receives the product in tip-top condition. However, in an extremely rare case if the parcel arrives damaged during transit, we will not be held responsible. If the damage is proven to be manufacturing defect or lost during transit, kindly return the faulty product and we will re-ship with a brand new unit. Cost of return shipping will be returned to you.

7. What if the arrived item appears to be the wrong product?

Scenario A: If we dispatched the wrong item(s) to you, we will bear the cost of return shipping and will re-ship the correct item(s).
Scenario B: If we dispatched the correct item(s) to you as per your order and it was your mistake to purchase the wrong product, no product exchange is possible.

8. Can I request for an exchange if the product does not suit my personal preference?

No. Exchange is not allowed due to hygiene issues. Therefore it is the customer's responsibility to ensure that he/she places the correct order (in terms of color, size, quantity, etc.) before checking out or making any payment.

MISCELLANEOUS

9. Is there any surcharge for the payment method used?

No surcharge is implied to any payment method used during checkout.

10. Is there any of your product made out of pig skin element?

No. RIOS 1931 does produce leather straps with pig skin element (particularly the Havana series) but in order to cater to all shoppers and avoid any religion conflict, we DO NOT sell any product that is made from the above mentioned material.

11. Are your straps washable?

Nylon straps are literally resistant to most of the chemicals so it is safe to be washed with soap. However for RIOS 1931 leather straps (particularly the non-water resistant type), it is best to keep the strap dry at all time. If cleaning is required, wipe the leather strap with a damp cloth and air-dry it.

12. Why is the color of the strap(s) shown in the product pages differ from the actual color of the strap(s) that I received?

Photos shown in the product pages cannot one hundred percently represent the actual color of the strap due to several factors: 1. Color calibration of the monitor/screen; 2. Post-processing of the photos; 3. Different product batches from factory.