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.
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 Rivers Card Program with some additional information regarding this program. Within about 7-10 working days you should receive your Rivers 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 Rivers Card 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 Card member any future inquiries regarding this program can be sent directly to firstname.lastname@example.org but please make sure that you have your Customer Number (located on your Rivers Card) in the ‘subject’ line of your email and we shall assist you as soon as possible.
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.
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 email@example.com with the email address you registered with, your full name and your address details.
It is possible to claim points on transactions made up to 2 weeks prior to joining the Rivers Card 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.
By doing this, any purchases made that included footwear bought for $20 or more will automatically be registered for the extended 2 year warranty.
Please note that you will not be able to access the link to claim Rivers Card points until 24 hours after you have successfully joined the program. Please try after this time.
To ‘Claim Rivers Card points’ all you need to do is firstly log into the Rivers Card section on the website (www.rivers.com.au) with your log in details and then click on the link: "Claim Rivers Card 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):
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.
If the "claim Rivers Card 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.
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’.
In order to change any of your details (including your email address or password), all you need to do is ‘LOGIN’ to your Rivers Card 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 ‘RIVERS CARD-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 Rivers Card account.
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 Rivers Card as lost or stolen, all you need to do is login to your Rivers Card 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.
No, you can’t get any extra cards.
But, you will receive a Rivers 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 Rivers Card Points earned from both the membership card and the additional cards go to the one Rivers Card account.
This “Return of Goods Policy” is in addition to and does not modify your rights under the Competition & Consumer Act 2010 & equivalent State or Territory legislation but is in replacement for and hereby excludes all other statutory and common law rights that are able to be excluded.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced or repaired if the goods fail to be of acceptable quality and the failure does not amount to major failure.GENERAL INFORMATION
PRODUCT ASSERTED TO BE FAULTYProduct asserted to be faulty should be returned to the Rivers Store at which it was purchased or any other Rivers store along with proof of purchase showing the date and purchase price. If you also claim you have suffered any loss or damage due to the alleged fault in the product, you must also provide specific details regarding such loss or damage, including documentation supporting your claim. Please note that only defects appearing within 6 months of the date of purchase are covered by Rivers defect warranty.
NON FAULTY, NON PROMO PRODUCT, WITH RECEIPT and/or RIVERS CARDWithin a max of 30 days of purchase we may allow Entirely at our Discretion
NON FAULTY PROMO PRODUCT, WITH RECEIPT and/ or RIVERS CARDEntirely at our discretion we MAY allow:
NON FAULTY NORMAL OR PROMO PRODUCT, NO RECEIPT & NO RIVERS CARDAfter asking for ID and receiving from you details which may include the following and more:
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:
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 the event that the above does not adequately answer your questions, then please forward your query to the following email address: firstname.lastname@example.org
We hope that you will continue to enjoy shopping at Rivers.
The Team at Rivers Australia