Shipping & Returns
We ship worldwide from our North Somerset studio using Royal Mail. Orders are carefully packed and dispatched within three working days unless otherwise stated on the individual product page.
The studio is closed from 19th-27th September. Any orders placed during this time will be shipped on the 28th.
If you have any questions about an order, a custom commission, or an item you'd like to purchase, please email hello@riaburns.co.uk.
Shipping
Shipping is calculated automatically by the weight of your order at checkout and the destination.
UK - £3.00–£5.00
European Union - £12.00–£28.00
USA - £10.00–£18.00
Rest of World - £7.00–£18.00
Free shipping: UK orders over £75 and international orders over £200.
Delivery services
UK: Royal Mail Tracked 48 (2–3 working days). Orders over £150 are automatically upgraded to Royal Mail Special Delivery.
International: Royal Mail International Tracked.
All tracked services are insured to the full value of your order in the unlikely event that a parcel is lost or arrives damaged.
International orders
European Union. Shipping includes the new EU low-value import handling charge (currently €3 per product type), so you should not have any additional customs fees to pay when your parcel arrives.
United States. A 10% handling fee is added at checkout for physical goods (excluding shipping and digital products). This covers import tariffs collected at export, so no additional tariff should be payable on delivery.
Rest of the World. Orders may be subject to import duties, customs fees or local taxes charged by your country. These charges are the responsibility of the customer. If a parcel is returned to us because customs charges were refused, we reserve the right to deduct any shipping and customs costs incurred from your refund.
Delivery times
Some items are ready to ship, while others are made to order.
In-stock items: dispatched within 3 working days
Made-to-order knitwear: dispatched within 2–3 weeks
You'll receive a dispatch email with tracking details as soon as your order is on its way. If delays occur due to illness, mechanical issues or other circumstances beyond our control, I'll let you know as soon as possible.
Returns
I hope you'll be delighted with your order, but if something isn't quite right, you may return eligible items within 28 days of delivery for a refund or exchange.
To arrange a return, please email hello@riaburns.co.uk before sending your item.
Returned items must:
be unworn and unused
have all original labels attached
be in the same resaleable condition in which they were received
Customers are responsible for the cost of return postage, and items remain your responsibility until they arrive safely back with us. I recommend using a tracked postal service for returns.
Once your return has been received and inspected, refunds are processed to your original payment method within 48 hours.
Please note: Sample Sale items are sold as seen and are non-refundable.
Workshop Refunds
If you've booked a workshop place and can no longer attend, you may request a full refund provided you give at least 7 days' notice.
For cancellations made with less than 7 days' notice, a refund will only be issued if your place can be filled from the waiting list or by another booking.
If I need to cancel a workshop due to insufficient bookings or unforeseen circumstances, you'll be offered either a full refund or a place on an alternative date.
Workshop gift purchases are valid for 12 months from the date of purchase. They may be cancelled for a full refund within the first 6 months. After 6 months, refunds remain available but are subject to a £10 administration fee.
Custom Commissions
Commissions are very welcome.
Once the design, price and timescale have been agreed, a 50% non-refundable deposit is required before work begins. Payment is made by bank transfer via email invoice, with the remaining balance due before delivery. I'll keep you updated throughout the making process.
Please email hello@riaburns.co.uk to discuss your dream custom order!