Frequently Asked Questions

MATERIALS

What is recycled gold? Is every 14K gold piece from RIVA New York made of recycled gold? How is it sourced?

Recycled gold, sometimes referred to as reclaimed gold, is gold made from old jewelry (or gold bars or coins), and discarded electrical and electronic equipment. The gold is melted down, refined (and re-refined) until all impurities and metals are removed, and the gold goes back to its most pure form. Gold can be recycled with very little to no degradation, and so purchasing/owning jewelry made from recycled gold is a very smart and sustainable approach. Yes, every 14K gold piece from RIVA New York is made of 100% recycled gold. We purchase recycled gold from SCS-certified suppliers; we also recycle gold from old jewelry and jewelry scraps.

Is every sterling silver piece from RIVA New York made from recycled materials?

Yes, every sterling silver piece from RIVA New York is made from precious silver extracted from used silver products. We purchase recycled silver from SCS-certified suppliers; we also recycle silver from old jewelry and jewelry scraps.

What is gold vermeil?

Gold vermeil is a type of high-end gold plating. Gold vermeil is more hypoallergenic because it uses a thicker layer of gold (at least 2.5 microns thick) compared to regular gold plating. Gold vermeil is a more affordable alternative to solid gold pieces.

How is gold vermeil different from gold plated? Is RIVA New York’s gold vermeil 14K or 18K?

Gold-plated jewelry uses a thin layer of gold, usually 0.5 microns thick; whereas gold vermeil uses gold plating that is at least 2.5 microns thick. Also, not all gold-plated jewelry sterling silver as the base material; gold vermeil jewelry requires a base material of sterling silver. RIVA uses 14K yellow gold for all our gold vermeil pieces.

Are the gemstones and diamonds that RIVA New York uses ethically sourced?

Yes, RIVA New York only uses semi-precious stones and diamonds that are ethically sourced. Our sourcing specialists ensure that the diamonds and gemstones we use for our pieces are ethically sourced and compliant with the industry’s most rigorous standards of social responsibility.

Does RIVA New York offer 14K gold or gold vermeil in other colors, like rose gold and white gold?

At the moment, we only offer 14K yellow gold and gold vermeil.

What is a swivel bale?

The swivel bale is used on all of our charms. Our 360-degree bale allows you to position the charm in any direction you see fit. It is intended to be used on RIVA’s Invisible Clasps and hoop earrings.


MATERIALS

CARE

How do I take care of my 14K gold RIVA New York piece?

14K gold pieces will see very little tarnishing, if any at all, but this does not mean you do not have to care for them—after all, they are still susceptible to dents, dings and scratches. Best to take them off when you know you are about to handle household cleaning products and chemicals, and when you are about to handle tools. A great habit to get into would be to finish off your getting-ready routine by putting on your jewelry lasti.e., apply your lotions, creams, makeup, scents, etc., first, before you touch and put on your jewelry. As for cleaning your gold piece, use a solution of lukewarm water and dish soap (add a few drops of ammonia, if you have some); take a soft-bristled brush, dip it into the solution, and carefully brush your pieces, and then rinse. Air dry, or pat dry with a cloth or paper towel. To polish, carefully rub the surface of your piece with a polishing cloth. When you are not wearing them, we recommend storing your gold pieces in soft cloth bags (RIVA New York provides these with every purchase) or the original box to help prevent scratches.

How do I take care of my sterling silver RIVA New York piece?

Sterling silver should be regularly polished using a polishing cloth. A good habit would be to clean/polish your sterling silver pieces everyday after you take them off. If polishing them every day is too much for you, you can definitely polish them a few times a week (although we still do recommend that you take them off everyday, even if you do not polish them everyday). Avoid wearing your sterling silver jewelry when you shower (or when swimming), or when you’re doing activities that make you sweat. Also, make sure you are not wearing your sterling silver pieces when you’re putting on lotion, or cologne, or perfume, and when you’re applying makeup—a good rule of thumb would be to put your jewelry on after you are done applying lotion, scents and perfume. You should always store your sterling silver jewelry in an airtight pouch or box.

How do I take care of my gold vermeil RIVA New York piece?

The good news is gold vermeil pieces are easy to take care of: simply use a polishing cloth (soft cotton or microfiber). You can polish them a few times a week. Avoid wearing your gold vermeil jewelry when you shower (or when swimming), or when you’re doing activities that make you sweat. Also, make sure you are not wearing your gold vermeil pieces when you’re putting on lotion, or cologne, or perfume, and when you’re applying makeup—a good rule of thumb would be to finish off your routine by putting on your jewelry at the end. You may use lukewarm water and dish soap to clean your pieces, but do not submerge your pieces in the soap and water mixture! Instead, wet a soft, lint-free cloth in the warm soapy water and gently use that to wipe your piece; next, rinse by using another cloth dipped only in water; finally, gently pat your piece dry. Do not use any type of brush as this can be too abrasive to the gold plating. Lastly, you should always store your gold vermeil jewelry in an airtight pouch or box.

How do I take care of the gemstones in my RIVA New York piece?

A simple but effective way to clean your gemstone jewelry or the gemstones in your jewelry is by using lukewarm water with a few drops of dish detergent. You may use a soft brush (and old toothbrush, for example) to scrub gently, especially behind the stone where dust and dirt can collect, and once you’re done scrubbing you just rinse in it lukewarm water and then pat dry with a soft cloth. (Please be mindful of the metals used in your piece; see sections above to read up on instructions and contraindications for cleaning 14K gold, sterling silver and gold vermeil jewelry.) If your piece does not require a deep clean, and you just need to, say, dust it, we recommend using a small handheld air blower (e.g., the ones that photographers use to clean their lenses). It is best to take off your gemstone jewelry when taking a shower, swimming, and especially when cleaning, washing dishes, etc.


CARE

COLLECTIONS

What is the Expression Collection?

The Expression Collection is RIVA New York’s inaugural collection that aims to celebrate your personal style and cement our commitment to sustainability by offering modular pieces that you can put together to create something that is uniquely you and then transform as your style evolves in the future. It consists of our Wall Street foundation chains, and a variety of charms plus our signature Invisible Clasps.

How do I build my RIVA New York Expression Collection piece?

First: Select your Wall Street chain length and metal. (If you are unsure of which length to choose, measure the base of your neck or wrist with a measuring tape. Make sure to leave an inch or two of allowance.) The chain is available in 14K yellow gold, sterling silver, or gold vermeil. 

Second: Choose your clasp. (This is a great time to mix metals and give your necklace or bracelet a touch of your personality. Choose between various shapes, colors, and materials!)

Third: Add a charm. The charm selection takes it one more step into personalization. You can add a stone or letter charm completing your RIVA piece. (This is optional; you may opt to check out without a charm, or add the charm later!)

What is the Empowered Collection?

The Empowered Collection is RIVA New York’s newest collection of one-of-a-kind pendants and right-hand/statement rings featuring breathtaking ethically-sourced gemstone centers which are cut in-house by our talented artisans. Each gemstone is housed in a dazzling halo of diamonds, and all mountings (and chains) are made with recycled 14K yellow gold. Each piece in the Empowered Collection is named after a singular, change-making woman in history, although they were designed to be genderless.


COLLECTIONS

ORDERS

How do I view my order?

When you placed your order on rivanewyork.com, you were asked to enter your e-mail address. When you completed the payment and the order was confirmed, you should have automatically received an order confirmation e-mail. If you are unable to find this confirmation e-mail, please check your Spam folder; if you are unable to find the confirmation e-mail anywhere, you may send us a request to resend it: This email address is being protected from spambots. You need JavaScript enabled to view it. 

How do I cancel my order?

You are unable to cancel your order on rivanewyork.com, so please reach out to us to request to cancel your order. Send an e-mail with your order number to This email address is being protected from spambots. You need JavaScript enabled to view it. (for security purposes, you must use the e-mail address that you used to place the order). If your cancellation request is sent within 24 hours of you placing the order, we will consider this a “Void,” and we will process the cancellation and refund within 24 hours of you reaching out to us. If your cancellation request is sent past the first 24 hours of you placing the order, so long as your order has not shipped yet, we will process the cancellation and the refund within 7 business days.

How do I change my order?

You are unable to change your order on rivanewyork.com, so please reach out to us to request to cancel your order. Send an e-mail with your order number to This email address is being protected from spambots. You need JavaScript enabled to view it. (for security purposes, you must use the e-mail address that you used to place the order). Ideally, we would like for change requests to be sent to us within 72 hours of you placing the order. Your original order will then be cancelled and your payment refunded, and then we will instruct you to place a new order. Please take note that as a result of changing your order, your shipping date might be affected (i.e., pushed to a later date).

How do I change my ship-to address?

You are unable to change your ship-to address on rivanewyork.com, so please reach out to us to request such a change. Send an e-mail with your order number to This email address is being protected from spambots. You need JavaScript enabled to view it. (for security purposes, you must use the e-mail address that you used to place the order) and the reason for the change. Please note that you can only change your ship-to address if your order has not shipped yet. We are unable to request for changes to ship-to address once your order has already been shipped.

My order is a gift—can I include a personal note?

By all means! Please reach out to us within 48 hours of placing the order to request for a personal note to be included in your order. Send an e-mail to This email address is being protected from spambots. You need JavaScript enabled to view it., include the exact note you would like us to write/include. We will then write the note on a card, and send to you for approval. If you would like to write the note yourself, we recommend having the order shipped to you first, and then we will include a blank card for you to write your personal note on; you would then be responsible for shipping your gift to the recipient.

How can I track my order?

Once your order is ready to be shipped or has shipped, you will receive an e-mail notification with the UPS tracking number. You may use this tracking number to check the status of your shipment.

Can I customize my RIVA New York piece?

At the moment, RVA New York does not offer customization.

How long does it take to complete my piece/order?

It usually takes up to 10 business days (2 weeks) for us to complete a piece; we ask that you give us up to 10 business days to ship your order out. But please welcome the surprise if we are able to complete your piece and ship your order earlier! As our team grows, we will be working on cutting down lead times.

Where do I enter discount codes?

You will be able to enter discount codes in the checkout page. After providing your e-mail address, your ship-to address and your card/payment information, you will see a section called Order Summary that has a field that says “Discount Code.” Enter the discount code into that field, and hit the APPLY button. Please take note that you may not combine two or more discount codes, and that some discount codes have expiration dates.


ORDERS

SHIPPING, RETURNS & EXCHANGES

What are the shipping fees?

RIVA New York offers a flat rate shipping fee of $10 per order for customers in the continental United States.

Which carriers do you use?

RIVA New York uses UPS for the shipping of orders. Upon shipment, you will be provided with a UPS Ground tracking number via e-mail.

What is RIVA New York’s return policy?

RIVA New York has a 30-day return policy. The window begins the day the order is delivered. 

There will be a restocking fee of $8 on any order returned. Please ship your order back to us in all original RIVA New York packaging. If that is not possible, we advise you to use packaging equivalent or smaller than the original packaging. RIVA New York reserves the right to deny a return that lacks to follow our guidelines. We don’t want that to happen so please read through the requirements thoroughly.

All returns must be unworn and in the original packaging.

What is RIVA New York’s exchange policy?

RIVA New York does not offer exchanges. If you'd like a different color/size please return the piece, and place a new order.

How do I initiate a return?

First, be sure to check our return policy to see if your item is eligible for a return.

If your item is eligible, send us an email at This email address is being protected from spambots. You need JavaScript enabled to view it. to request for a return label, along with your reason for returning the item/s.

You will then be sent a shipping label in PDF, ready to be printed. Simply print the return label and affix it to your box. Ship your order back to us in the original packaging.

Will I be paying for the shipping for anything I want to return?

No, so long as your item/s is/are eligible for a return. You will be sent a return label via e-mail, for you to print and affix to your package.

When will my refund be processed?

Refunds will be processed within 8 business days of RIVA New York receiving the returned product/s. The $8 restocking fee per product will be deducted from your total refund. Make your piece is returnable before sending it in. If you send us a piece past the acceptable return date, or if you send a piece that is damaged/personalized, you will not receive a refund.

How will my refund be processed?

Your refund will be processed to your original form of payment. If your original form of payment is associated with a bank account or credit card that has been closed, please contact your financial institution regarding the refund.


SHIPPING, RETURNS & EXCHANGES

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