FAQ's
Welcome to our FAQs! If you can't find the answers you seek, feel free to email us at info@rufu.fashion.
ORDERING
Q: How secure is my personal information?
A: We prioritize your privacy, employing industry-standard protection measures. Your personal data is safeguarded, never sold, leased, or distributed. Sensitive information stays securely offline in our private data center.
Q: Why don't I see tracking information for my order yet?
A: Tracking information might take up to 48 hours to display, especially with global shipping partners like USPS. Rest assured, if there's a delay in tracking updates, we're dedicated to ensuring your order reaches you promptly.
Q: Do I need an account to order?
A: No, guest orders are welcome. But having an account offers perks like a swift checkout process, easy order status tracking, and exclusive updates on new releases and promotions.
Q: I entered the wrong email address. Can I correct it?
A: Contact us to modify your email, name, or address. Unfortunately, order details cannot be altered after placement.
Q: Are there exchange rates for transactions?
A: All transactions are in US Dollars. If your credit card uses a different currency, the order total will reflect the daily exchange rate on your card's processing date.
Q: What payment methods do you accept?
A: We accept major credit cards (VISA, MasterCard, AMEX) and PayPal. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.
Q: How secure is my online order?
A: Your credit card details are encrypted via SSL technology, directly sent to our credit card provider for authorization. We do not store your credit card information.
Q: Can I change or cancel my order?
A: Orders can be canceled post-authorization, subject to a $1.00 cancellation fee. Once packed or shipped, orders cannot be canceled.
Q: How do I set or change my shipping address?
A: Ensure your shipping address is in English input method, including punctuation. Non-English letters should be substituted with similar English ones.
Q: Can I alter my shipping address after placing an order?
A: Unfortunately, shipping addresses cannot be revised once an order is processed or shipped due to customs procedures. Kindly update your address before shipping.
Q: When will my order arrive?
A: Delivery times are based on chosen shipping options. Tracking information is emailed within 24 hours of shipping. Customs may cause unforeseen delays.
Q: How do I track my order?
A: Tracking details are emailed within 1-3 days of shipping. Visit our website to track your order.
Q: Can I use multiple discount codes in one order?
A: Generally, promotion and discount codes cannot be combined unless stated otherwise.
Q: What if I have missing items in my order?
A: Contact us immediately if any items are missing from your delivery.
Q: Ordered multiple items but received only one?
A: Multiple items might arrive separately for faster delivery. If items don't arrive together, rest assured they're on the way.
SHIPPING & CUSTOMS
Q: When will my order be processed?
A: Orders are handled from our warehouses in the US, UK, or China. Processing takes about 3 business days (excluding holidays and sales). Shipments leave the following business day after processing. Contact us if you don't receive a shipping notification within 5 business days of payment completion.
Q: Will I be charged customs and taxes?
A: Prices on our site are tax-free in US Dollars. Upon receiving your order, you might be liable for duties and taxes determined by your local customs office. These charges are your responsibility and not covered by us. Customs delays are beyond our control. For details, contact your local customs office.
Q: Is my order eligible for free shipping?
A: Free shipping applies to orders meeting the minimum required amount, excluding discounted, sale, or oversized/overweight products. Economy shipping is used. Check the product page for free shipping eligibility.
Q: My order hasn't arrived; I think it's lost. What should I do?
A: Contact us if you suspect a delay or loss. We'll initiate an investigation with the courier.
RETURNS
Q: How do I return an item?
A: Returns must be made within 365 days of order delivery. Contact us with your order number and return reason. Our team will review and provide return instructions.
Q: What if I received defective/incorrect/damaged items?
A: Contact us within 7 days of receiving incorrect, damaged, or defective items. Include your order number, item photos, and references. We'll rectify the issue promptly.
Q: How long is the returns process?
A: Returns processing may take up to 14 business days upon receipt. You'll receive confirmation once processed.
Q: When will I receive my refund?
A: Refunds go to the original payment method. For credit/debit card payments, refunds are processed within 7-10 business days upon return receipt. Contact your bank if you don't see the refund posted.
GENERAL QUESTIONS
Q: Where are you based?
A: We're in Amsterdam, Netherlands, with products stored in multiple fulfillment centers worldwide for faster delivery.
Q: I'm having trouble placing an order online; do you take phone orders?
A: We're unable to take phone orders. Try ordering on a different device/browser. Contact us for troubleshooting assistance.
Q: I emailed you; when can I expect a reply?
A: We aim to respond within 24 hours (excluding weekends). Queries received over the weekend will be addressed on the following business day.