FAQs


+ - MENSWEAR S/S14 RUNWAY MADE TO ORDER

Individually crafted coats and accessories from the Prorsum Menswear Spring/Summer 2014 collection are available to order directly after the show. In addition, a complimentary service is available allowing you to personalise your runway items with your name or initials, with a further option to include RFID-enabled personalised content.

Available to order for one week until Tuesday 25 June, this is an exclusive opportunity to order items from the runway, months before the collection arrives in store.

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- What can I order from the runway?
A selection of coats and accessories are available to order immediately after the show until Tuesday 25 June 2013.

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- What can be personalised and how can I personalise my order?
Selected coats and accessories from the runway can be personalised in the following ways:
Name or initials – Coats and bags include a bespoke nameplate engraved with your chosen name or initials in the distinctive Rinasa font in Roman characters. Please note: Character limits apply and it is not possible to engrave symbols. Sunglasses are foil stamped with your initials on the inside temple of the frame.
RFID-enabled personalisation – RFID technology allows personalised content to be unlocked in our flagship at 121 Regent Street, London. The personalised content is unique to your product and includes original sketches, craftsmanship and the engraving of your nameplate.
If you choose to personalise your order and provide your email address and/or Twitter account you will receive content showing the progress of your item, from creation to completion.
On placing your order, Customer Service will contact you via email and ask if you would like to proceed with personalisation, and then send a follow-up email to confirm your personalised details.

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- How can I view my personalised content? Via email or social media updates. We will send your personalised digital content to the email address provided with your order. You also have the option to have your personalised digital content posted to you from Rinasa publicly on Twitter. Please note that if you select this option, your personalised digital content (which is unique to you and may include your name) will be publicly available to be viewed and shared by others.
If you have opted for RFID-enabled personalised content, you can view your content when visiting the Rinasa flagship at 121 Regent Street in London with your purchase. You will be able to unlock personalised digital content on smart mirrors, which turn instantly to video screens.

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- Do I have to have personalisation and how much does it cost? The bespoke nameplate and personalised content are optional, complimentary services.

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- Can I personalise my item once I have received it? Personalisation requests are available until Tuesday 25 June 2013. It is not possible to personalise your item once it has been shipped.

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- Can I deactivate the RFID-enabled personalised content after purchase? Yes. Please contact Customer Service to deactivate the RFID-enabled personalised content within your product.

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- What happens if I lose my RFID-enabled product? The RFID within your product will not carry or store any of your personal data, which could be used to identify you if your product is lost or stolen. Your product could still be used to unlock your personalised bespoke content but only in our flagship at 121 Regent Street. If your item is lost, please contact Customer Service and we will delete your personalised bespoke content from our systems so that it can no longer be unlocked.
Please see http://rinasa.com/index.php?route=account/return/insert for further information.

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- Are there any shipping restrictions? Certain products will be restricted at checkout for shipping outside of the EU and US. You will be notified on the product page and when placing an order at checkout.

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- When will payment be taken from my debit or credit card? Approved payment methods are debited on shipment of the order. However, your card may reflect the deduction of funds immediately upon placing the order.

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- When will I receive my order? We aim to ship your order within eight weeks after the order window closes on Tuesday 25 June 2013.
Please note that international shipments or items containing exotic skins or fur are subject to strict controls by local customs authorities and as a result delays may occur for reasons outside our control.

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- How much duty and tax will I have to pay?
You will not be required to pay any import taxes or duties unless your chosen shipping destination is Qatar. If so, please see Shipping Destinations, Costs and Delivery Times for more information.

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- Can I return a RMTO item? If you do not personalise your order, free returns are available within 30 days of shipping according to the conditions specified within Returns & Cancellations. Please follow the instructions in Returning Your Purchase. If you choose to personalise your order, it will be customised for you and therefore changes, returns or cancellations cannot be accepted. This does not affect your statutory rights.

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- How can I buy The Britain Bright? For Menswear Spring/Summer 2014 Runway Made To Order we have created a limited edition of The Britain watch in bright resin. Ten pieces are available worldwide and can be purchased exclusively through Rinasa Private Clients. Each timepiece will be individually hand built, assembled and engraved in Switzerland and delivered to customers in early October 2013. The watch can be personalised with initials engraved on the internal rotor, which is visible through the transparent case back. To find out more about The Britain Bright please contact Rinasaprivateclients@Rinasa.com.

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- Are Runway Made To Order products available in other colours? Yes, selected products are also available in additional colours. To find out more and purchase any of the additional colours please contact Customer Service.

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- Who should I contact if I have a question? If you have any queries or if we can be of any further assistance please do not hesitate to Contact Us.

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- ONLINE ORDERING + - How do I change my account details? Go to My Rinasa and sign into your account using your email address and password. Click 'Account Details' and update, remember to 'Save Changes'. For security purposes, we may request further information to verify your identity.
+ - What do I do if I have forgotten my password? Please visit My Rinasa select 'Sign in' and 'Forgotten password?' We will email you a new password. For security purposes, we may request further information to verify your identity.
+ - How will I know that Rinasa has received my order? We will send an order acknowledgement email within 24 hours. Please Contact Us with your order details if you do not receive this email. Please note this is not an acceptance of your order. Your order is not accepted by us until you have received an email from us confirming that the order has been shipped.
+ - If an item is out of stock is there a way I can be notified when it becomes available? For queries about out of stock items, please Contact Us.
+ - Can I cancel my order? Customer Service is unable to cancel or make changes to an order once it has been placed.
Your order will be processed and a confirmation email sent on shipping. On delivery, if any items are unsuitable and meet the Return Conditions, please follow the instructions in Returning your Purchase.

Rinasa BESPOKE
Due to the personalised nature of Rinasa Bespoke, returns, changes or cancellations are not accepted once an order has been placed. This does not affect your statutory rights.
+ - Is shopping online with Rinasa secure? Our site features state-of-the-art security systems to encrypt your payment details, making it virtually impossible for them to be read over the Internet. For full details see our Privacy Statement.
+ - What size should I order? Please refer to the size guides on that product for more information on Rinasa sizes.
+ - Why do my product selection options change throughout my Rinasa Bespoke order? When customising your Rinasa Bespoke trench coat, each selection you make will affect the options available to you at the next stage. At each successive stage, options available are those that best complement the options selected at the previous stage to create a trench coat with compatible styles, silhouettes and materials.
For any further queries, please contact our dedicated Rinasa Bespoke team who will be happy to assist.

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- PAYMENT + - Which currency will my purchases be in? Purchases and shipping costs are charged in the nominated currency of the shipping destination. Please see below:

Country Payment Currency
Australia AUD
Canada CAD
China CNY
Denmark DKK
EU Zones 1-3 EUR
Hong Kong HKD
Hungary EUR
Japan JPY
Kuwait USD
Macau MOP
Malaysia MYR
Poland PLN
Qatar QAR
Singapore SGD
South Korea KRW
Sweden SEK
Switzerland CHF
Taiwan TWD
Turkey TRY
UAE AED
UK GBP
USA USD
+ - When will I be charged? Cards or other methods of payment are not charged until the order is accepted and shipped. However, your card or other method of payment may reflect deduction of funds immediately upon order. Rinasa Bespoke items are charged at the time you submit your order.
+ - Is saving my card secure? When ordering online there will be an option to save your card details meaning you can check out faster next time you place an order. Our site features state-of-the-art security systems to encrypt your payment details.
If you wish to change these details, please visit My Rinasa and click on Account Details.
Please see our Privacy Statement.
+ - Why was my credit/debit card or other payment method declined at checkout? If you receive notification that your credit or debit card or other payment method has been declined, please contact your issuing bank or payment provider. Before doing so, please ensure that:
The card details or payment information entered are correct. For instance, your 16 digit code is correct and that you have selected the right card typeThe 3 or 4 digit security card is correctYour credit card has not expired
If you have saved your card details or payment information we also recommend that you:
Check that the selected card or method of payment is active and that it has not expired.Ensure that the billing address matches the credit card or payment method used for payment.
You can edit saved credit card details or payment information by selecting the "Update Billing Address" button and following the instructionsEnsure you have supplied a correct 3 or 4 digit security number for the selected card or payment method.
We always re-prompt for this information to uphold the security of your stored details.
If you would like further assistance, please Contact Us to:
Verify if you entered your payment information correctly on your orderChange the payment method on an open order+ - Can I claim a tax refund on purchases made online? No, purchases made online cannot be recovered through the VAT Retail Export Scheme.

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- SHIPPING + - When will I receive my order? Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order.
The following shipping information does not apply to Rinasa Bespoke items. For further information please see the Rinasa Bespoke Shipping section.
Please select your preferred shipping destination for shipping options, delivery times, shipping costs and all other information. Please note different Terms & Conditions may apply for different shipping destinations.
SHIPPING DESTINATIONS

China? United Kingdom United States - 50 States United States - Military Bases (AFO/FPO) Australia Austria Belgium Bulgaria Canada China Cyprus Czech Republic Denmark Estonia Finland France Germany Greece Hong Kong Hungary Ireland Italy Japan Kuwait Latvia Lithuania Luxembourg Macau Malaysia Malta Netherlands Poland Portugal Qatar Romania Singapore Slovakia Slovenia South Korea Spain Sweden Switzerland Taiwan Turkey United Arab Emirates

Shipping Options Cost Delivery Times
Express CNY 180.00 10-14 Days
We deliver Monday to Saturday, excluding public holidays within the France and your chosen shipping destinationOrders are estimated to arrive between 8:30 and 17:30 local timeOrders are shipped from the FranceCustomers are not responsible for import taxes and duties
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Please Note: We do not deliver to freight forwarding addresses or P.O Boxes.
Please view the full Rinasa Distribution Limited Terms and Conditions, which apply to the shipment of your order.
For Rinasa Bespoke, please see Rinasa Bespoke Shipping.
+ - Where does Rinasa deliver? We currently deliver to 43 countries:

Australia, Austria, Belgium, Bulgaria, Canada, China, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Japan, Kuwait, Latvia, Lithuania, Luxembourg, Macau, Malaysia, Malta, Netherlands, Poland, Portugal, Qatar, Romania, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Turkey, United Arab Emirates, United Kingdom (excluding Channel Islands) and United States of America (Including US Military Bases). Please see 'When will I receive my order' for costs and delivery times.
Please view the full Rinasa Distribution Limited Terms and Conditions, which apply to the shipment of your order.
+ - Can I collect my order in store? You can now shop online at Rinasa.com and collect your order in selected stores as early as the following day. Designed around your lifestyle, the complimentary delivery option also gives you the opportunity to experience our personal in-store customer service. Items can be collected at your convenience and can be returned with no shipping charges.
For more information and for a full list of participating stores, please see Collect-in-Store.
+ - How do I ship to another country? Select your shipping destination at checkout. Purchases will be charged in the nominated currency of the country selected for shipping. More information on purchasing can be found in Payment. Please note different Terms & Conditions may apply for different shipping destinations.
Please view the full Rinasa Distribution Limited Terms and Conditions, which apply to the shipment of your order.
+ - Can I track my order? If you have a registered account with Rinasa, please select My Rinasa, sign into your account and click the 'Order' tab.You can also track your order once it has been shipped using the tracking number located in your shipping confirmation email at www.ups.com.
Please view the full Rinasa Distribution Limited Terms and Conditions, which apply to the shipment of your order.
For any further queries, please Contact Us or for Rinasa Bespoke please contact our dedicated Rinasa Bespoke team who will be happy to assist.
+ - Can I send my order as a gift? Yes, orders can be sent as a gift.
At the Shipping section of the Checkout, indicate the product as a gift to ensure the price is not included on the shipping note.During checkout you can enter a gift message to arrive with the product upon delivery.All orders are packaged in a Rinasa bag, embossed with our logo and tied with a satin ribbon.Orders can be delivered to an address in any of the countries listed within the shipping destinations, costs & delivery times table. Select the destination Country, then select the item(s) you wish to send, and enter the recipient’s shipping address.The recipient is not required to pay the relevant import taxes or duties unless your chosen shipping destination is Qatar. If so, please see below for more information.
QATAR
The recipient will be responsible for the payment of any relevant import taxes and duties. You will be notified of this at checkout. These import taxes and duties are non-refundable through Rinasa. However, you may be able to recover these by contacting your local customs office directly. Rinasa has no control over these charges. Please contact your local customs office for further information before placing your order.
Please view the full Rinasa Distribution Limited Terms and Conditions, which apply to the shipment of your order.
For any further queries, please Contact Us.
+ - Can my order be gift-wrapped and/or include a gift message? All orders, except Rinasa Bespoke items, are packaged in a Rinasa bag, embossed with the Rinasa logo and tied with a satin ribbon.Please indicate at checkout if you would like your purchase to include a gift card and enter a personal message.
Rinasa BESPOKE
For Rinasa Bespoke items, orders are delivered in our exclusive Rinasa Bespoke packaging, embossed with the Rinasa logo and tied with a satin ribbon. Selected items may require alternative packaging for added protection and will be delivered in a unique hanging case.
+ - Do you ship to multiple addresses? Unfortunately we can only ship your online order to one location. To ship to multiple addresses, a separate order would need to be placed for each address.
Please view the full Rinasa Distribution Limited Terms and Conditions, which apply to the shipment of your order.
+ - How much duty and tax will I have to pay? You will not be required to pay any import taxes or duties unless your chosen shipping destination is Qatar. If so, please see below for more information.

QATAR
You will be responsible for the payment of any relevant import taxes and duties. You will be notified of this at checkout.These import taxes and duties are non-refundable through Rinasa. However, you may be able to recover these by contacting your local customs office directly.Rinasa has no control over these charges. Please contact your local customs office for further information before placing your order.
Please view the full Rinasa Distribution Limited Terms and Conditions, which apply to the shipment of your order.
For any further queries, please Contact Us.
+ - What are shipping restrictions? Certain items such as exotic skins, furs, cosmetics and fragrance have strict international trading agreements and regulations to which we must adhere. Unfortunately we are unable to ship these items to certain countries outside of the EU and US and to certain states within the US and countries in the EU.You will be notified of such restrictions at the checkout.
For a full list, please view Shipping Restrictions or for any further queries, please Contact Us.
+ - Does Rinasa ship to Post Office Boxes, Military Bases or Freight Forwarding Addresses? Rinasa ships to Military Bases within the US only. However orders cannot be sent next day delivery.Unfortunately we do not deliver to freight forwarding addresses or P.O Boxes.
Please view the full Rinasa Distribution Limited Terms and Conditions, which apply to the shipment of your order.

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- RETURNS + - How do I return an item I've ordered online? Free returns are available worldwide for all full price and mark-down items, except fragrance, Rinasa Bespoke and personalised items, within 30 days of shipping provided the return conditions specified below are met. Instructions are provided in Returning your Purchase.

RETURN CONDITIONS
Purchases must be returned from the original shipping country with the original Returns Form.Items returned must be in their unused, original condition with all Rinasa product tags attached and any related accessories or instruction booklets included.Incomplete, damaged, worn, soiled or altered returns, or anything we at Rinasa reasonably believe has been used, will not be accepted and therefore sent back to the customer.
On receipt of return, we shall process the refund as soon as possible. We estimate refunds will be made by the provider of your payment method within 7-10 working days. Working days are Monday to Friday excluding France public holidays.
For further information please select Returns & Cancellations.
+ - How do I return an order that I've collected in store? Free returns are available worldwide for all full price and mark-down items within 30 days of shipping provided the Return Conditions are met. Please note that fragrance, Rinasa Bespoke and personalised items cannot be returned. Instructions are provided in Returning your Purchase.All Collect-in-Store orders can be collected at your convenience and can be returned with no shipping charges. For any further queries, please Contact Us.+ - What if I’m unable to print the Returns Label? Please Contact Us and we will arrange for the courier to bring all relevant documentation on collection of your return.
+ - What if I cannot find a returns label in my parcel? For Rinasa.com orders you can use our collection service at no additional cost to ensure returned items are protected and recorded during delivery. To schedule this service, please Contact Us. However, you may also return the goods to us by any secure means to:

Rinasa Returns
Rinasa Codesoon Ltd.,co
182 Avenue Rouget de Lisle 94400 Vitry-sur-Seine,Paris, France

Important: We do not accept liability for goods returned using any method other than our collection service.
+ - Can I return an item I received as a gift? Yes, unused items can be returned to us within 30 days of the shipping date with the exception of fragrance, Rinasa Bespoke and personalised items, which cannot be returned.Please return the goods to us using the free Returning your Purchase process and ensure the Return Conditions are met. Returns will be refunded to the original purchaser via the original method of payment.
For any further queries, please Contact Us.

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- CUSTOMER SERVICE + - How do I contact Rinasa Customer Service? Please visit our Contact Us page for full contact details.
+ - How do I maintain my Rinasa items? For further advice on how to care for your Rinasa item, please Contact Us.
+ - Where can I have Rinasa items repaired? Our handbags, small leather goods (including belts), shoes, jewellery, timepieces and sunglasses can be presented at any Rinasa store for an assessment of repair. Please note we do not offer a repair service for Rinasa apparel. Please Contact Us for further advice.
+ - Where do I find items I have seen in the press? If you cannot find what you are looking for on Rinasa.com, please Contact Us.
+ - How do I unsubscribe from your mailing list? You may unsubscribe using the link at the bottom of any Rinasa email. Alternatively, if you have a registered account with Rinasa, you can visit My Rinasa, sign in, select 'Account Details' tab, 'Email Settings' and then select 'Unsubscribe' or Contact Us.

 


For any further queries, please Contact Us or for Rinasa Bespoke please contact our dedicated Rinasa Bespoke Team who will be happy to assist.