Customer Service
Should you require information or help, please contact us by email or by phone and we will be happy to assist you.
SHIPPING TIMES AND COSTS
- Complimentary ground shipping within 1 to 7 business days
- In-store collection available within 1 to 7 business days
- Next-day and Express delivery options also available
- Purchases are delivered in an orange box tied with a Bolduc ribbon, with the exception of certain items
- See the delivery FAQs for details on shipping methods, costs and delivery times
PAYMENT METHODS
Shella accepts the following payment methods:
- Credit Card: Visa, MasterCard, Discover, American Express, JCB, Visa Electron. The total will be charged to your card when the order is shipped.
- Shella features a Fast Checkout option, allowing you to securely save your credit card details so that you don't have to re-enter them for future purchases.
- PayPal: Shop easily online without having to enter your credit card details on the website.Your account will be charged once the order is completed. To register for a PayPal account, visit the website paypal.com.
EXCHANGES, RETURNS AND REFUNDS
Items returned within 14 days of their original shipment date in same as new condition will be eligible for a full refund or store credit. Refunds will be charged back to the original form of payment used for purchase. Customer is responsible for shipping charges when making returns and shipping/handling fees of original purchase is non-refundable.
HOW DO I PLACE AN ORDER?
Simply add the items that you would like to purchase to your cart and proceed to checkout. You are welcome to contact us if you require assistance in placing your order. Please contact us via email, chat or phone. Our email is support@richmonds-co.com
WHERE IS MY ORDER?
Our priority is to deliver your order as soon as possible. Once your order has been placed, our logistics department will then process and dispatch your order. Under normal circumstances, your order will be ready for shipping within 72 business hours (except for pre-orders). You will receive a notification via email with live tracking information with an estimated delivery date from the courier.
HOW LONG DOES THE DELIVERY TAKE?
The estimated delivery time is between 10-20 business days which varies from country to country. Delivery times can be affected by local holidays, customs processing, distance, weather conditions, promotional campaign seasons and other external factors. Other circumstances beyond our control can arise and we would like to ask for your understanding and patience in these situations.
DO YOU SHIP INTERNATIONALLY?
Yes. We ship worldwide except for the following countries: Russia, Belarus, Ukraine, Somalia, Iran, Mauritania and Turkey.
WHAT IS THE RETURNS AND EXCHANGE POLICY?
You have the right to return all orders bought directly from Richmonds & Co except customised orders within 45 days of receiving the item. If you have exceeded the 45 days, a refund or exchange cannot be processed. To be eligible for a return, your item must be unused and in the same condition that you received the item and with the original packaging. Once your item has been returned, an inspection takes place in order to evaluate your eligibility for an exchange or a refund. We will also notify you of the decision made by the technical department via email.
WHAT IS YOUR WARRANTY POLICY?
There is a warranty against any manufacturing defects which is valid for 1 year. You can find more information in the following link: https://richmonds-co.com/pages/purchase-information
HOW DO I ADJUST THE STRAP?
We have this information available in a care and maintenance booklet that is included in the watch case box.
CAN I CHANGE MY DELIVERY ADDRESS OR DELIVERY DATE?
If you have not yet received a shipping confirmation email, we may be able to edit your order prior to being processed for shipment. Please reach out directly to support@richmonds-co.com with your order number in the subject line and your full name and new address in the body of the email. If choosing to edit any items in your order, please include the new preferred item's size, style, and color in your email so we can make the changes right away.
Orders tend to ship the same day, so once an order is placed, there is no guarantee we will be able to make any
changes. Please double check all information before confirming your
order.
Once your order has been processed for shipment, we are not able to change the delivery address, cancel the order, or adjust the shipping method. Thank you for understanding.
I HAVE NOT RECEIVED MY ORDER CONFIRMATION. WHAT DO I DO?
Once you have placed your order, you will receive an email from Richmonds & Co. Please check in your spam folder too. If you have not received the email, please contact us via email at support@richmonds-co.com
MY CARD HAS BEEN CHARGED BUT I HAVE NOT RECEIVED AN ORDER CONFIRMATION
In some cases your payment may have been unsuccessful. Even though you’ll see a pending payment, that pending status will be returned back few days after. The number of days to remove the pending status depends on your bank policies.
Our goal is to deliver the correct products but due to high volume of orders, mistakes could happen during the processing of your shipment. If this happens, kindly send us pictures or even a video of the item you have received including your order number and we will do our best to deliver the correct item in the shortest period of time. If you have any queries regarding your order status, contact us via email at support@richmonds-co.com
HOW LONG DOES THE DELIVERY TAKE?
The shipping time consists of two sections -
Processing Time: Verification of order details, sourcing, quality checks and packaging. All orders are dispatched from manufacturer within 72 hours after the order is placed and the payment is received.
Shipping Time: The time taken to arrive to destination after dispatch from our warehouses.
We use a high security checkout procedure on our site to protect both the customer and Richmonds & co. This extends our processing time to 5 days as we fully verify our customers and fulfill orders.
Following this your package will arrive between 10-20 business days depending on your geographic location
WHAT ARE THE SHIPPING COSTS?
Shipping charges can start from 15USD which may vary according to the weight of the package and location. Shipping is free for orders above 150USD.
DO I NEED TO PAY FOR IMPORT VAT/TAX/CUSTOMS?
Depending on your country, you may need to pay for custom or VAT charges. You can find more information on our website