Why do we use your personal data?
We will use your personal data to manage your purchase online at rhoko.com by processing your orders and returns via our online services and send you notifications of delivery status or in the event of any problems with the delivery of your items.
We will use your personal data to manage your payments.
We will also use your data in order to handle complaints and warranty matters for products.
Your personal data is being used to identify you and to validate your legal age for shopping online and to confirm your address with external partners.
What types of personal data do we process?
We will process the following categories of personal data
– contact information such as name, address, e-mail address and telephone number
– payment information and payment history
– order information
How long do we save your data?
We will keep your data as long as you are an active customer.
We respect your right to privacy. rhoko.com will not share or sell your personal information.
We aim to process and dispatch all orders within five working days, excluding weekends and holidays. If you are purchasing framed items, there will be a two – three week turn around on framing and delivery. All frames are handmade by a small artisan workshop, so delays can sometimes happen out of our control. We will update the customer on the status of their order via email or telephone.
Due to the nature of how we obtain our stock, there may be short periods of time that we are unable to process orders, as we may be away on buying trips. We will keep customers updated via the website.
All of our orders are sent by courier. Due to the value of the items we dispatch they are all sent with insurance for damage and loss.
All items are packaged safely using sustainable materials.
Availability of products cannot be guaranteed. If you have ordered an item that is not available or is delayed, we will notify you via email or telephone.
You will receive a shipment confirmation email with the shipping tracking number when the order has been dispatched. Please note that due to the value of many items in our shop, and the antique/vintage/collectable nature of their value, all our shipments are insured.
Rhoko ship Delivery Duties Unpaid (DDU), therefore any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
Rhoko is not responsible for payment of this duty.
The shipping company will contact you once your items are in customs to let you know the cost. We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. Please be aware that your parcel can be also delayed by customs and subsequent charges can be applied. We have no control over this, and cannot supply any details why, or for how long your parcel will be delayed.
Credit card or Payment card
You can enter your payment details at the time you place your order using a valid credit or payment card (with a VISA or Mastercard logo). The applicable amount will immediately be reserved on your credit/payment card but will not be debited until the goods are dispatched. RHOKO reserves the right to check the validity of the credit/payment card, its credit status in relation to the order value and whether the address data of the purchaser is correct. We may refuse orders depending on the result of these checks.
When paying by PayPal, RHOKO reserves the right to check the validity of the PayPal account, that there are enough funds to cover the purchase sum and validate the billing address details of the purchaser. The applicable amount will immediately be reserved on your PayPal account but will not be debited until the goods are dispatched from the warehouse. RHOKO reserves the right to deny any purchase.
If for any reason you are not happy with your order, return it to us within 30 days for replacement or a credit towards exchange.
At Rhoko we strive to deliver the finest quality product that we hope you’ll fall in love with. However, should you change your mind or are not satisfied, you have 30 days to return your item(s) for replacement or exchange.
Please complete contact us, with your order number and the reason for your return or exchange. Upon receipt of your request, we will send you step-by-step instructions on how to complete your return or exchange.
1. Repack the item(s) in original packaging and enclose the returns form with it. Please note the item(s) must be in the original condition in which you received it (them).
2. Once we receive your order, we’ll replace it or credit you the amount towards exchange for another piece.
- We recommend you keep proof of postage for any returned item(s) as we cannot consider a claim for returned goods lost in transit without one
- We cannot refund shipping costs (unless the product is faulty or damaged)
- We cannot offer full refunds for items returned, only replacements or exchanges
We respond to all complaints within a maximum of 5 working days.
Please note that you have a legal obligation to take reasonable care of the items while they are in your possession and we hold the right to deny returns if the merchandise returned does not meet our policy requirements. When returning fragile items, care must be taken to protect the item for transit, by using the original packaging it arrived in. If the item is returned to us damaged, due to it not being packaged correctly, we hold the right to deny the return and will not issue a refund.
The buyer is responsible for any costs involved in returning goods.
Customers are responsible for organising return shipment using their preferred local courier and for any costs involved.
Rhoko is not responsible for return shipping costs nor duty reimbursement in the case of international purchases.
When returning items you are strongly recommended to obtain proof of posting or the relevant couriers airway bills and documentation and you are advised to arrange your own insurance. We cannot accept responsibility for parcels lost in transit.
If you choose the option to have one of our prints framed, and you wish to return it, you will be refunded the price of the print, but not the cost of the frame.
Due to the age of each product, imperfections are to be expected.
Rhoko will, however, cover the return costs for faulty items or items that are damaged in transit to you in which case you should contact email@example.com with photographic evidence. In the case of damage incurred during shipment, we must be notified within 48 hours of delivery in order to process the return.