Frequently Asked Questions
Have questions? We’re here to help
TOP FAQs
Order
Shipping
Return
Payment
Sizing & Fit
How can I track my order?
- You'll receive a shipping confirmation email once your order has been shipped. You can click on the tracking link in the email to view the updated status of your package. If you can't find the confirmation emails, please check your spam or junk mail folder.
- You can also email us at ritera@163.com to get information on your order.
How do I make a return?
Simply email us at ritera@163.com with your order number and return reason. We’ll send you step-by-step return instructions and a shipping label if eligible. See our Return Policy for details.
When will I receive the refund after returning?
Once we receive and inspect your returned item, refunds are typically processed within 3–5 business days. You’ll receive a confirmation email when your refund has been issued.
Why am I not receiving replies to my emails?
Our team replies within 24 business hours (Mon–Fri). Please check your spam/junk folder just in case. If you still don’t hear from us, try emailing again and double-check that you send to the correct email address (ritera@163.com).
How do I choose the right size?
Check out our Size Guide for measurements and fit tips. We also list each model’s height and size on product pages to help you compare. Still unsure? Email us—we’d love to help you find the perfect fit.
Why did I only receive part of my order?
Sometimes, items from your order may arrive in separate packages. This usually happens so you can get your items faster as they become ready. For larger orders, we might split the shipment to ensure everything reaches you as quickly and safely as possible. Don't worry, the rest of your order is on its way.
I didn’t receive my order/shipping confirmation email. What should I do?
An order confirmation email is sent immediately after your purchase, and a shipping confirmation follows once your order ships. Please check your spam or junk folder first, as emails sometimes get filtered there. Also, make sure to add ritera@163.com to your safe sender list to ensure future emails reach you.
If you still can't find it, please contact our Customer Service team, and we'll be happy to assist you in confirming your order status and resending the email if needed.
Can I cancel my order after it's been placed?
Once an order has been placed, it undergoes swift processing to guarantee prompt delivery. Consequently, alterations or cancellations may not be feasible. Kindly reach out to our customer service ritera@163.com promptly for any required assistance.
Can I update my shipping address or change my order?
Once an order is placed, updates aren’t always possible—but reach out to us as soon as possible and we’ll try to help before it ships.
Can I use multiple discount codes on one order?
Generally, only one discount code can be applied per order. Our system is designed to apply the best available discount for your purchase. If you have multiple codes, you'll need to choose the one you wish to use.
When will my order ship?
Orders are processed within 1–3 business days, excluding weekends and holidays. During peak periods or sales events, processing times may be slightly extended.
How can I track my order?
- You'll receive a shipping confirmation email once your order has been shipped. You can click on the tracking link in the email to view the updated status of your package.If you can't find the confirmation emails, please check your spam or junk mail folder.
- You can also email us at ritera@163.com to get information on your order.
What should I do if the tracking is stuck?
Tracking updates can be delayed when the parcel is:
- In long distance international shipping, updating parcel tracking details usually take 30%-70% of the estimated shipping time.
- Going through local customs clearance procedures.
- At the post office sorting center.
- Held up by uncontrollable factors, such as bad weather, postal backlog, shipping restriction caused by the Pandemic etc.
Why my order shows delivered but I don't receive it?
Below are some steps and suggestions on how you can solve this issue:
- Check if the shipping address of your order is correct;
- Check your mailbox or ask your neighbors whether they have received the parcel on your behalf.
- Wait 48 hours. In rare cases, packages may say delivered up to 48 hours before arrival.
- If you still haven't received the item in 3 business days please contact the logistics company or our customer service team.
Do you ship internationally?
Yes, we offer international shipping services to a selection of countries. Shipping costs and delivery times for international orders can vary. For more detailed information, please refer to our Shipping Policy or check the options during checkout.
How can I make a return?
- To start a return, please contact our Customer Service team at ritera@163.com. Let us know which item(s) you'd like to return and the reason for the return.
- If your return is accepted, we'll send you an email with detailed instructions on the next steps.
- Once your package arrives back at our warehouse, we'll notify you. After we've received and inspected your returned items, a refund will be initiated promptly.
Do I have to pay for the return?
For first-time customers, we're happy to provide free return shipping.
For returning customers, a flat fee of $6.99 USD will be charged for return shipping. This amount will be deducted from your refund.
Please refer to our full Return Policy for complete details and any exceptions.
How long will it take to get my refund?
Once we receive and inspect your returned item, refunds are typically processed within 3–5 business days. You’ll receive a confirmation email when your refund has been issued.
What payment methods do you accept?
We accept all major credit cards, debit cards, PayPal, Apple Pay, Google Pay, and Shop Pay.All payments are processed securely to ensure your personal information is protected.
Is my payment information secure?
Absolutely! We take the security of your payment information very seriously. Our website uses industry-standard encryption technology (SSL) to protect your data during the checkout process, ensuring your details are safe and private.
How do I know which size to order?
Visit our Size Guide for detailed measurements and tips. We design specifically for plus-size bodies—so you’ll find inclusive sizing that fits and flatters.
I’m between sizes. What should I do?
We recommend sizing up for a more comfortable fit, especially for fitted items. Still unsure? Reach out to our team for personalized help.
Do you include model sizing for reference?
Yes! We provide the model's size and measurements on each product page to help you gauge the fit.
Still Need Help?
If your question wasn’t answered here, feel free to email us at ritera@163.com.
Our friendly customer support team is happy to help within 24 hours (Mon–Fri).