Frequent Shopper Frequently Asked Questions (FAQ’s)

PLEASE PLEASE DO NOT BE CROSS WITH US BUT WE HAVE TO CONFESS ............
As we are trying to cut some overheads in these economic times, we have generated this list of Frequently Asked Questions (FAQ’s)

THE GOOD NEWS.............
We find that 90% of enquiries we receive fall into a select number of groups and so we have outlined the answers to these below.
Please identify your query and then scroll to the relevant section.

1. How to join the Frequent Shopper Program
2. Can’t enter your postcode or suburb on the join up page
3. JavaScript not enabled?
4. Account not activated – what to do when you try to log in and get the message "account not activated".
5. How to add points from purchases where you didn’t have your card
6. I can’t click on the “claim frequent shopper points” link
7. Forgotten password
8. Need to change email address or other personal details/suburb listed is not correct
9. Cards lost/stolen or didn’t receive your card?
10. Can I get extra cards?
11. Refund/Replacement Policy

1. How to join the Frequent Shopper Program



In order to join the Frequent Shopper Program please click on the Frequent Shopper advertisement link from our webpage at www.rivers.com.au where it says ‘JOIN’ (as pictured below). Please ensure that JavaScript is enabled in your browser.



Please ensure that you enter your postcode correctly so that you are then able to choose your ‘Suburb’ (or town) from the drop down box menu. Also, please ensure that you fill out the required information, including ticking that you understand the program’s ‘Terms and Conditions’.

Shortly after filling in the details you should receive an email ‘welcoming’ you to the Frequent Shopper program with some additional information regarding this program. Within about 7-10 working days you should receive your Frequent Shopper cards in the mail.

In order to be able to earn points while you wait for your cards to arrive, all you need to do is register your "ID References".

Your ID references will be valid 48 hours after you register them. You are able to add or delete chosen references at any stage. All you need to do is go to our website (as above) and login as an existing Frequent Shopper Member. After that, go to the "Reference Information" section to add or delete your chosen references.

When you are shopping next (if your cards still haven’t arrived), please state one of your ID references to the staff member processing your transaction prior to the sale being finalised. These points will be subsequently added to your account within 24 hours.

As a Rivers Frequent Shopper any future inquiries regarding this program can be sent directly to q&a@rivaus.com.au but please make sure that you have your Customer Number (located on your Frequent Shopper card) in the ‘subject’ line of your email and we shall assist you as soon as possible.

2. Can’t enter your postcode or suburb on the join up page



Firstly ensure that you ‘Refresh’ the webpage so that you are able to view the latest information and also ensure that JavaScript is enabled in your browser.

Please make sure that you have entered ALL other details on the page and then please type in your postcode first. It may take a little while for the post code to load the ‘Suburbs’ list. Please ensure that you have entered the correct post code so that you are then able to select the correct ‘Suburb’ from the drop down box menu.

3. JavaScript not enabled – what to do to activate JavaScript



Follow the link http://support.microsoft.com/gp/howtoscript which will explain how to enable JavaScript.

4. Account not activated – what to do when you try to log in and get the message "account not activated".



You would have been sent an activation email at the time you joined which contained an activation code and instructions on how to activate your account. Please check if you still have this email (it may have gone into your Junk mail folder). If you don’t have this email then please email q&a@rivaus.com.au with the email address you registered with, your full name and your address details.

5. How to add points from purchases where you didn’t have your card



It is possible to claim points on transactions made up to 2 weeks prior to joining the Frequent Shopper Program or points that may not have been added in store at the time due to not having your card with you or not stating one of your ID References.

Please note that you will not be able to access the link to claim Frequent Shopper points until 24 hours after you have successfully joined the program. Please try after this time.

To ‘Claim Frequent Shopper Points’ all you need to do is firstly log into the Frequent Shopper section on the website (www.rivers.com.au) with your log in details and then click on the link: "Claim Frequent Shopper Points" on the bottom right of the screen (as pictured below).



The docket information that you will need to enter is as follows (please note that for online purchases you will need to wait until your parcel arrives and the docket will be in the parcel with the goods):

• Re-Confirm your email address
• Enter the ‘Docket No. (number)’- including the 2 digit store code (the example is ‘CC’ below)
• Enter the Docket’s 3 letter ‘Ref’ or Reference code
• Enter the potential Points shown on the docket



Once you have entered these details you will receive a confirmation email to tell you if these points have been successfully added or not. This may take up to 7 days.

Please only click on the manual sale box if the receipt that you have is a hand written manual sale docket. In this case (and only if it’s a manual docket) you don’t need to enter the number of potential points or reference code.

6. I can’t click on the "claim frequent shopper points" link



If the "claim frequent shopper points" and "lost card" buttons do not seem to be working, it is probably because it is necessary to wait 24 hours after activating your account before being able to access these links. Once 24 hours is up then please try again and all should be good.

7. Forgotten password



If you have forgotten your password , please click on the "Forgotten your password?" link just below where it asks for your email address and password when you ‘login’.

This will ask you for your email address, and will then send you an email (to that address) with the password you had registered to be able to ‘LOGIN’.

8. Need to change email address or other personal details.



In order to change any of your details (including your email address or password), all you need to do is ‘LOGIN’ to your frequent shopper account on our website (at www.rivers.com.au) and then enter the email address and password that was registered.

This will then bring up the ‘FREQUENT SHOPPER-My Profile’ page showing the details that were used to join this program.

To make any changes to your details, click on the green ‘CHANGE’ button and enter your new details. In order to change your suburb, please ensure that you have entered the correct postcode and then select the new ‘suburb’ from the dropdown menu.

Once you have made the necessary changes, click on the green ‘UPDATE’ button to register your new details.

If your suburb is not correct, then you need to follow the above directions and delete the postcode (even if it is correct) and then re-enter your correct postcode. You should then be able to choose the correct suburb from the drop down list.

If you have changed your email address, you can ‘Login’ with the new address the next time you would like to log in to your Frequent Shopper account.

9. Cards lost/stolen or didn’t receive your card?



If you have not received your cards within about 4 weeks of joining then you will have to register your cards as lost by following the below instructions (first please check that your address details are correct).

In order to register your Frequent Shopper cards as lost or stolen, all you need to do is login to your Frequent Shopper section from the website (www.rivers.com.au) and follow the link: "Lost your card? Click here" on the "Reference Information" section of your profile page.

Once the cards are registered as ‘lost’ the issued cards shall be cancelled and new membership cards shall be posted out to you within 7-10 working days.

10. Can I get extra cards?



No, you can’t get any extra cards.

But, you will receive a Rivers Frequent Shopper membership card (the size of a credit card for example) and three smaller additional cards (4 cards in total for each member).

Both the membership card and the additional cards are fully transferable, meaning if you signed up you can give the additional cards to your family or even your friends if you choose to. Any Frequent Shopper Points earned from both the membership card and the additional cards go to the one Frequent Shopper account.




11. Refund/Replacement Policy

This "Return of Goods Policy" is in addition to and does not modify your rights under the Competition and Consumer Act 2010 but is replacement for and hereby excludes all other statutory and common law rights that are able to be excluded.

GENERAL INFORMATION
• Underwear and Swimwear will NOT be accepted for return or exchange unless assessed as faulty.
• Rivers will only accept return of product in certain circumstances.
• With any product that you want to return, Rivers reserves the right to Assess the condition and age of all returned goods.
• This may result in the goods NOT being accepted for Return, Repair, Refund, Credit Note or Exchange.

FAULTY Product

The product may be sent to the factory for assessment.
• YOU HAVE YOUR RECEIPT
  If assessed as faulty and you have Proof of Purchase such as your Rivers receipt: We may offer you an Exchange, Credit Note or Refund at the $ value printed on the receipt.
• YOU DO NOT HAVE YOUR RECEIPT
  If assessed as faulty and you do NOT have Proof of Purchase such as your Rivers receipt: We MAY offer you Exchange ONLY for the Same Style or a Credit Note at our lowest selling price the product has been sold for at any point of time.
IE: NO Refund.

Non Faulty Non Promo Product, WITH Receipt and /or RIVERS FREQ SHOPPER CARD

Within a max of 30 days of purchase we may allow Entirely at our Discretion
• Exchanges
• Credit Note
• Refund
The product must be:
• In its original condition
• With all labels and tags attached
• The item is unworn, unused and as sold.

PROMO OR ADVERTISED PRODUCT, Non Faulty WITH Receipt and /or RIVERS FREQ SHOPPER CARD

Entirely at our discretion we MAY allow:

• Exchanges
• Credit Note
The product must be:
• In its original condition
• With all labels and tags attached
• The item is unworn, unused and as sold.

NO RECEIPT & NO RIVERS FREQ SHOPPER CARD, Non Faulty Normal or Promo Product

After asking for ID and receiving from you details which may include the following and more:
• Your Name,
• Address,
• Email Address,
• Phone Number, etc AND
Only in exceptional circumstances (and entirely at our discretion) we MAY allow:
Exchange for another size or colour (same style) ONLY
The product must be:
• In its original condition
• With all labels and tags attached
• The item is unworn, unused and as sold.
NO receipt will be issued.

ONLINE ORDERS - As well as the above please note the following as per the "shipping and ordering information" from our online clearance store

Australian and International Transactions: Unused or unworn goods (with tags attached) can be retuned by mail at your cost to:

Rivers Online
PO Box 53
Sebastopol, 3356. Victoria, Australia.


Please include your original receipt, EFTPOS receipt and a note of explanation.

Exchange of goods: If you would like to exchange the item then please include in the note the style code, colour and size that you would like the item to be exchanged for. As soon as the goods are received by the factory they will be processed and returned to you immediately.

If the item you wish to exchange for is not available at the time of transaction then a refund will be processed to your credit card (as long as you have your original receipt) The exchange of Clearance goods will not incur a further postage fee of $8.80 within Australia and outside Australia other postal charges will apply. (In some countries the goods might attract duty and tariff charges, please check what applies in your country). Refund of online goods: If you do not wish to exchange for another item and you meet the criteria listed in this Return of Goods policy then a refund will be processed to your credit card once we receive the returned goods.

Alternatively, orders may be returned to Clearance Stores only (please check the website under 'Find a Rivers Store' to find your closest clearance store).

IN SUMMARY

In the event that the above does not adequately answer your questions, then please forward your query to the following email address: q&a@rivaus.com.au

We hope that you will continue to enjoy shopping at Rivers.

Kind regards,

The Team at Rivers Australia