looking for an answer?
do i need to create an account?
To place an order, all you need is a stable internet connection. But if you do decide to create an account, you’ll be able to:
- track orders and review past purchases
- save your fave items
- save your card and address details for speedy checkout
- manage orders and returns
how do I reset my password?
simply Follow the ‘forgotten password’ instructions on the ‘sign in’ page and request a link to reset it.
what makes rlvd circular?
i'm media/press. who do i contact?
for press or collaboration inquiries, email firstname.lastname@example.org.
what do the site icons mean?
returned to me
waiting for feedback
declined by rlvd
returned to me
how do i know my size?
clothing sizes differ around the world. we keep up with them.
we hand measure every item on our site to make choosing a size easier.
each product page has a link to a tailored size guide for that product. The size conversion chart indicates what size you should look for.
what if an item is unavailable?
many of our items come from international wardrobes. this means there are plenty one-of-a-kind finds.
our brand collaborations often have more variety. some items may be available in more than one size, colour or condition.
if an item is unavailable, it may have been sold. keep checking in case a return is made or another one falls into our hands.
How do I know if a product I have is authentic? Does RLVD guarantee the authenticity of all products sold on rlvd.com?
we offer 100% guarantee against any fakes or mistakes.
as soon as we receive an item, our in-house team of trained experts carefully process and examine it.
our multi-tiered authentication process offers a complete guarantee of authenticity. using a blend of technology and luxury knowledge, we rigorously evaluate each piece three times before putting it up for sale.
read more about our authentication process here.
we want to retain your trust. that’s why we offer a 14 day return policy in the case that you believe an item is not authentic. to help protect you, we also only pay the seller once the buyer has received the piece.
if you have doubts about a listing or an irl item, please contact us immediately via email@example.com. we will investigate this immediately.
what if my item is faulty?
If you think your item is faulty, email firstname.lastname@example.org.
Please provide your order number, photographs of the item and details of the damage.
Leave the rest to us.
Please note that items damaged as a result of your own misuse or by accident will not be considered faulty.
what payment methods can i use?
We accept Visa, MasterCard, American Express and Maestro cards.
We also accept Paypal, Venmo, Apple Pay, Google Pay, Klarna and more.
Available payment options may change depending on the items you choose.
can i change/cancel my order?
You may be able to cancel or change an item depending on its order status.
To make a change or cancellation, email email@example.com asap after you place an order.
We are not able to combine or add items to an existing order.
what are my delivery options? how long will my order take to be delivered?
We aim to ship and deliver your orders as quickly as we can.
you can choose between two types of delivery:
- Receive your purchases within 2 working days
- Delivery monday to friday between 9am-5pm
- Receive your purchases within 3-5 working days
- Delivery monday to friday between 9am-5pm
please note that prices are calculated at checkout depending on location.
who is your shipping partner?
we Use DHL to deliver your items safely and swiftly.
When your order has left us, we’ll shoot you a message confirming the delivery date.
when does the delivery time start?
- time starts from the moment that your order is accepted
- there is a 24-hour period where your pieces are processed and dispatched
- delays are kept to a minimum
- during a sale, delivery time may take longer
Once we’ve sent your order, we’ll message you with your tracking info so you can follow its progress.
what if I'm not in to sign for my order?
Your order is insured against theft and accidental damage during delivery. Once your purchases have been delivered to the specified address and signed for, they are no longer covered by insurance. If you’re not at home when your package arrives, our courier will make two more delivery attempts.
If you won’t be in, you can choose to waive the signature on the shipping page at checkout. If no signature is collected, you agree to our terms and conditions and take full responsibility for any loss or damage that may occur.
what are your shipping locations?
We are based in both London and Warsaw. This gives us access to unique pieces across Europe.
If your item is coming from Poland, it may take longer to reach you. Check your delivery status in ‘my account’ once you sign in.
There are some areas we are currently unable to deliver to. If this applies to your location, please select a different shipping destination or contact Customercare@rlvd.com to find an alternative purchase.
what is your online returns policy?
If you’re not feeling your item, we will be happy to accept your return.
- hassle-free, shipping deducted from your refund
- Within 14 days
- items must be unused and in the same condition that they were sent out
- items must Include all rlvd tags, packaging, protective materials, designer labels, accessories and authenticity cards/dust bags
how do i return my item?
follow these simple steps.
1. If you are a registered user, log into your rlvd account. under ‘my orders’, select the order number containing the items you’d like to return.
2. Click on the ‘create return’ button and choose the reason for return.
3. Click on the box to agree with our Return Policy. Then you'll get a message with your return instructions.
4. Sign the returns proforma invoice included in the box with your order.
5. Send your order back to us or book your free collection with DHL Express.
what if i repeatedly return items?
Our flexible returns policy makes shopping for unique pieces simple and easy.
but We want to work with you and the planet. Excessive returns will be monitored and We hold the right to suspend your account at rlvd’s discretion.
so take it easy and put 'slow fashion' into practice.