SHIPPING
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have been shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
RETURNS
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of FR|Factory supplied, reliable quality (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of https://www.factoryriver.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
The material is nice and soft, quality is good for the price. I usually wear S/M, fits perfect, arm lenght could be a little longer, but thats a problem with a lot of clothing for me. Very beautiful, rich color.
It really does spoil me warm
Really nice sweater. Better than I thought. Good quality material and craftsmanship. Very comfortable. Really happy with the purchase.
Very nice to the body, my height is 163 cm, weight 55 kg sleeves just above the wrist
Very soft, pleasant to the body, my height is 163 cm, weight is 55 kg, sleeves just above the wrist.
Thank you
not bad quality, but could be better. totally my size, but would love larger
Super, soft and stretched sweater
It's thin, so I think it will be nice to wear in spring and autumn
Soft and perfect
super soft material! Sleeve is a bit shorter than I thought but overall it is better than I expected! Love this color, and it’s exactly the same with the picture! Recommend it to everyone! Totally worth of money
The best,very soft and pretty.
A little short sleeve
Polecam
Good quality price
Very good thing, but very small for me; (
Don't you think? Intervention
Satisfied with the purchase of excellent quality
Thin soft material, short sleeves. The one has a small hole. The delivery is so fast
Small for size.
Small size I do 38, I took a L and it's just
Great sweaters: very pleasant and soft to the body, while the fabric is stretchable. Did not regret
Height 158 weight is 72, but fit me, they are very stretchable, very comfortable, soft, affordable, I will order more in other colors
Fast shipping and good quality, top price!
Quality Chic