April 19, 2019 23 min read
We strive to provide the best customer service that we possibly can and look forward to shipping your items to you as quickly as possible.
All RITUAL designs are hand-crafted by our team of artisan tailors who are paid a living wage and work in fair labor conditions. Eco-Friendly and Fair Labor Fashion does require more time than the average fast fashion alternative that treats workers unfairly and destroys our planet in the process. We will fulfill your order as fast as we can, however please be aware that delays that are beyond our control do occur from time to time.
While we are constantly working to improve our customer service process and experience, please remember that we are a boutique team with a growing brand who are working diligently to provide the best customer service that we possibly can. Your patience and kindness in communications with us is sincerely appreciated.
- The Creation Process -
Due to recent press and celebrity clients RITUAL has become more in demand than ever. At this time we advise ordering with as much advance notice as possible. If you have a special event or other form of urgency for your order please contact us ASAP to discuss solutions and timelines.
For our bespoke and made to measurement designs (also frequently referred to as "standard orders,") we will create your order based on your custom measurements. Please see our measurement guide and follow the instructions to provide us with the information we need to begin creating your order: https://ritual.fashion/
We cannot start the production of your item without these measurements. Your expected shipping time reflects the time from our receipt of your measurements. If you delay in sending the form it will effect the completion time of your order, especially in our high demand seasons.
Our design team will wait to start construction of your item order until you have confirmed your measurements or confirmed that you have declined to send us a measurements chart.
If you decline to send us a measurements chart, in the event of an exchange request all shipping fees must be covered by you and your item may be subject to a 15% restocking fee.
For the best results we highly recommend sending us the easy-to-use measurements chart here: https://ritual.fashion/
To assist us in sizing your item you can also send a link to your social media profiles, or send us a front back and side image. (Feel free to remove your face for privacy if you so desire.) This information is internal, private, and will not be shared outside of our design team
- The Shipping Process -
Unless emails from RITUAL go to your spam filter (please check) you should receive updates via Shopify upon shipment of your order.
If you selected Normal Shipping your item should ship out in within 2 - 12 weeks. It rarely takes us 12 weeks to complete an order, but during our high demand seasons sometimes we get a backlog in our queue. We sell out with a long waiting list leading up to Burning Man, Coachella, Lighting In A Bottle, Symbiosis, and The Christmas Holidays every year. If you have placed your order during any of these time periods please anticipate a longer than usual wait time for your order.
Once your item has passed our quality control screening and has been placed for delivery we will send you the tracking code we receive from the shipping company. Once an item is shipped we are not responsible for any Value-Added Taxes (VAT) or for stolen or lost packages. Once the package leaves the Island of the Gods where our atelier is located we cannot take responsibility for issues including, but not limited to: post workers mishandling of your package, theft of your package by your neighbors, incorrect shipping address, change of address, or other package related problems.
If you would like your package held at your local Post Office, DHL, or other shipping department, your request must be made directly with the shipping agency. We cannot make these requests, you will need to contact the shipping company directly once your package has left The Island of the Gods and is on the way to you. This is a common request and the shipping companies are happy to help in this regard, given proper notice.
- The Return Policy -
All custom made items are eligible to be returned for store credit or exchanges within 30 days of purchase. There is a minimum 10% restocking fee for any items kept for more than one week (7 days.) In order to return a item for store credit or an exchange the item must be in perfect condition, and cannot have been worn or used. At RITUAL's discretion there may be a shipping and/or handling fee associated with your store credit return or exchange.
All trunk show and sample sale items are final sale and are not eligible for return or exchange. If for some reason you are not happy with your trunk show or sample sale order please contact us and we can discuss potential solutions.
If the item does not fit your properly, something has been damaged, or there is a production error we will consider exchanges for equal value, a "re-make" of the item, or a repair of the item. Customers are responsible for all Value-Added Taxes (VAT.) If an item was on sale or you had any discount codes (including free shipping) you are responsible to pay for any shipping and VAT fees including shipping of the replacement item and/or VAT of the replacement item. If you paid standard price plus rush shipping and additional shipping then we may cover the shipping fees for the exchange if it is our error, at our discretion.
- The Customer Service Policy -
RITUAL has a team of people who care about being kind, caring, and creating amazing art. Three of our primary principles are dedication to the eco-friendly fashion movement, dedication to fair labor practices for all of our workers, and providing the best customer service that we possibly can. We want our team and our customers to be happy, safe, and have magical fashion. For us protecting the energy of the creation, the safety of the people creating the fashion, and delivering you a beautiful work of art, is all equal.
With our sudden increase of attention due to recent press and celebrity clientele has come a need for strict safety policies to protect our staff from abusive energies generated by the online shopping community. We know that many of these behaviors have been created by the fast-fashion industry and run rampant throughout consumer communities world wide, however we will not tolerate hateful language, vulgar language, bigotry, racism, or threats of any kind.
We reserve the right to cancel your order without a refund, and to add you to our "banned customer" sales blacklist, due to behavior or language that we deem to be abusive to any of our staff or customer service representatives at any time.
in a world that has been programmed for fast and disposable consumerism, we understand that sometimes waiting longer than expected or something not being perfect on the first try can be challenging. We see fast fashion as a destructive force both to the environment and to human life. Part of that abuse has been created by a demand for fast turn around despite its impact on those fulfilling that desire. We are working to change that and part of that process is our dedication to treat our staff as well and our customers with positivity and solution based exchanges.
Due to this we ask that when working with us that you are able to communicate in a positive, solution based form. We want nothing more than for this to be your most loved item, and most of the time we succeed in this effort. We ask that if your order or your satisfaction is delayed that you please communicate with us directly to resolve it.
We honor you and we honor your purchase, we also honor our staff and those creating our designs. RITUAL designs are hand-made by hard working people who have families and who spend days to weeks (and sometimes month) crafting your order. We understand sometimes people get frustrated, but please be advised we have a zero tolerance for abuse internal or external. Part of our mission is to make the workplace safe for everyone including our designers, tailors and our customer service team. If you are upset or need more information you can ask any one of our team members to put you in contact management or, in case of emergency, the designer directly.
All emails , communications, and calls are considered confidential. If you would like to share any part of our communications online or in print please write and ask us for permission. We believe in protecting the privacy of our clients and will never share any pictures or messages without your permission and we ask you to do the same.
- Alterations & Return Policy -
RITUAL COMPLIMENTARY ALTERATIONS AND REMAKES
Custom made fashion can be tricky, and getting everything perfect on your first try doesn’t always happen.
We are committed to doing what we can to help you get the perfect fit. If you are not 100% satisfied with how your item fits, we are more than happy to provide a complimentary alteration or remake. We excel at making alterations and remakes quick and hassle-free.
Note: In addition to alteration requests, custom made clothing and tailored clothing can also be returned for store credit, or exchanges, subject to the Return & Exchange policy below.
COMPLIMENTARY ALTERATION AND REMAKE TERMS
Alteration and remake requests must be initiated within 7 days of when you receive your order.
After a remake or alteration request has been submitted please expect eight to twelve weeks for an updated item to be completed.
In order to request an alteration or remake, you must return your original garment to the closest RITUAL location. Please email us for the best location.
Each customer is entitled to up to two complimentary remakes for tailored clothing. One is usually enough, but if you are still not satisfied we will make a third attempt to create the garment for you. If the third try is not satisfactory, we will issue a store credit for you to choose a new design.
We ask all customers to submit a completed measurement chart.
If possible please also send us photos front back and side so we can compare. (Pictures of face not needed.)
If a customer fills out the chart incorrectly and the item is made to the wrong size due to a mistake on the customers end we will still exchange the item but may charge up to a 25% restocking fee as needed. Please be mindful to double check and send photos to avoid any restocking fees.
Customers are responsible for return shipping costs.
Alterations and remakes are subject to fabric stock and availability. If a fabric is no longer in stock, an alternative of equal or lesser value may be selected.
If your body changes significantly after receiving your garment, we’re more than happy to help update your saved size. However, beyond your two complimentary remakes, RITUAL is not responsible for remaking shirts and tailored clothing to fit your changing body size.
Receiving a complimentary remake on a of tailored clothing does not disqualify you from an exchange or store credit . You’ll just need to return both the original and the remade version of the garment to us to receive a full store credit or exchange.
Return & Exchange Policy
For all tailored or custom made items
If you’re not 100% satisfied with your order, you may return it for store credit or exchange (within 7 days).
For all non tailored or custom made items
If you’re not 100% satisfied with your order, you may return it for store credit (within 7 days).
RETURN & EXCHANGE POLICY TERMS
Non made to order products must be returned within 7 days of when they were purchased to qualify for full store credit.
All Tailor made products must be returned within 7 days of when they were purchased to qualify for store credit or a exchange.
Any products must be unworn, unwashed and unaltered in order to be returned for store credit.
Processing time for store credit and exchanges is up to 30 business days.
RITUAL is not liable for returns that are lost or damaged in transit. Customers should keep record of tracking information to minimize confusion.
Exchanges and remakes are all subject to stock and fabric availability.
Gift items can be exchanged or returned for store credit by the recipient with proof of purchase.
Refunds are not available for any reason.
Our return policy is not a warranty. Products with extensive wear may not be accepted as returns.
Customers deemed to be abusing our return policy may be restricted from making additional purchases. RITUAL reserves the right to refuse to do business with any customer for any reason.
SPECIAL NOTES FOR CUSTOMERS OUTSIDE THE US, CANADA & EU
The following terms specifically apply to customers in the following countries: Argentina, Australia, Brazil, China, Hong Kong, Japan, New Zealand, Norway, Philippines, Singapore, Switzerland, and Taiwan.
Customers are responsible for any incurred customs duties, fees or taxes. These fees are non-refundable.
Complimentary outbound shipping is provided for items returned for exchange and alterations for customers located outside of the US, Canada and EU, however, the customer is still responsible for any incurred customs fees or taxes.
⋄ M A D E TO O R D E R ⋄
RITUAL Pieces are individually made to order, and will be shipped within 6 - 16 weeks of confirmation. We are able to custom tailor any piece based on your precise measurements for an additional 25% customization fee including any color selection or design alterations or other minor adjustments. Please contact us for special requests.
⋄ S H I P P I N G ⋄
RITUAL does not cover VAT once shipped we will send you tracking , RITUAL is not Responsible for lost or stolen items, although we will work to help recover any item to the best of our capacity. Local and country tax may apply.
⋄ E X C H A N G E S ⋄
If your piece has any manufacturing issues, we will accept the piece for an exchange or a store credit if you contact us within 7 days of your receipt.
For sizing issues, we will exchange for a different size or a store credit, as long as you notify us by filling out our contact form within 7 days of original receipt of the piece. The item must be in perfect unused condition, with no signs of damage or wear.
There is no charge to exchange items for a different size, as long as the issue is brought to our attention within 7 days of receipt . Additional sizes not in stock may take longer to replace. All size exchanges made within 7 days of receiving your piece can be exchanged for free.
If you wish to exchange your item for credit towards another piece, you are able to do so within 7 days of delivery of your piece, as long as it has not been worn or damaged in any way. Your new exchange piece will begin production upon receipt of the returned piece, and any difference in price will be due prior to beginning.
All sales are considered final. Exchanges are granted solely at the discretion of RITUAL company representatives.
- Final Thoughts -
All of our items are made with care, love, and focus, from the selection of the materials to the final details of the creation. If for some reason you are not happy with your order we can work together to find a solution. If there is anything you need from us want from us or would like us to create from custom for you please feel free to communicate with us.
We want everyone to be happy, feel powerful, and have more magic in their lives. Our entire workplace and production process is based on making the biggest difference we can in as many lives as possible. For us everyone is equal and protecting the beauty and magic is a priority. If you have advice or ideas on how we can improve we would love to hear from you.
If you have any questions or concerns please email us at Contact@RITUAL.Fashion.
Wishing you all the best,
- Additional Notes Regarding Shipping -
*Due to circumstances beyond or control or acts of God, Rush orders may sometimes be delayed. It is important to let us know about your desired time frame to received your order.
Shipping for rush is DHL or EMS and standard shipping takes 1-2 weeks. Please select it if not we will inquire if you want standard or rush shipping if you selected standard we will require you pay the difference before shipping.
*For Waiting list, we produce our rush orders first, and our wholesale orders as well as our work for TV, Movies, and other big projects we normally can make anything in 8 weeks sometimes due to acts of God or during holidays, Burning Man, or if we are working on a big project it can be longer.
If so we will communicate and offer you something for your patience. If you have any questions or concerns before placing your order feel free to contact us.
- LEGAL DISCLAIMER AND IMPORTANT INFORMATION -
Welcome to the RITUAL website, operated by ("Ritual") and located at http://www.ritual.fashion (the “Site”). The following terms and conditions (“Terms”) govern your use of this Site. By accessing, viewing, creating an account with or using the content, material, or services available on or through this Site, you indicate that you have read and understand these Terms, that you agree to them and intend to be legally bound by them. By creating an account on the Site on behalf of a company, you represent and warrant to Ritual that you are an employee or agent of that company, that you have full power and authority to bind that company to these Terms, and that such company shall be legally bound by reason of your acceptance of these Terms. If you do not agree to these Terms, or if you are under 13 years of age, you are not granted permission to use this Site and must exit immediately.
Sign up to get the latest on sales, new releases and more …