Shipping & Returns

At ruuhi, we're a small, independent brand, and every order means a lot to us. We hope you'll love what you order, and we're always here if something isn't quite right

Delivery Times & Costs

Orders are processed within 2–3 business days. Once your order has shipped, you'll receive a confirmation email with tracking details. Delivery times vary depending on your location.

UK & EU Shipping
- Standard UK Delivery (3-5 working days) – £ 4.95
- Standard US & Canada (7-10 working days) - £ 20.00

Duties and taxes are not included in the shipping cost and are the responsibility of the customer.

International Shipping

US orders are shipped from the UK via DHL.

Shipping costs are calculated at checkout based on the weight of your order.

Import duties, taxes and custom fees are not included in your order total.

Any applicable charges are the responsibility of the customer and will be collected by DHL or the relevant customs authority before or upon delivery.

Due to new EU packaging regulations coming into effect, we are currently reviewing our shipping and packaging requirements for EU orders. As a result, EU shipping may be temporarily unavailable or subject to change while we ensure compliance with the new regulations.
We appreciate your patience and hope to resume EU shipping as soon as possible.

Missing or Delayed Orders

Please note:
- Customs duties, taxes, and import fees may apply depending on your country's regulations. These charges are the buyer's responsibility and are not included in our prices.
- Delays due to customs processing are beyond our control.

Missing or Delayed Orders

If your order hasn't arrived within the expected timeframe, please contact us at office@ruuhi.co.uk, and we'll be happy to assist.

Returns

Returns are accepted within 14 days of receiving your order.

Returned clothing must:

• Be unworn, unused and unwashed.
• Include all original tags and packaging.
• Be returned in a resalable condition.
• Show no signs of wear, damage, alteration or misuse.

Items that do not meet these requirements may not qualify for a refund.

Non-Returnable Items

The following items cannot be returned:
- Sale or clearance items
- Gift cards
- Personalised or customised products
- Items marked as Sale

How to Start a Return

To request a return:
1. Email us at returns@ruuhi.co.uk.
2. Include your order number, reason for return, and photos (if the item is damaged or incorrect).
3. Wait for return authorisation before sending your package.

International Returns

You are responsible for arranging and paying for the return shipping back to our UK warehouse. We do not cover the cost of international returns and we recommend using a tracked service, as we are unable to process returns that do not reach us.

Please place the item(s) securely in their original packaging before sending them back.

Returns sent without prior approval will not be accepted. Return shipping costs are the customer's responsibility, unless the return is due to our error.

Exchanges

We do not offer exchanges. All approved returns are processed as refunds or store credit.

Refunds

After your returned item has been received and inspected:
- Approved refunds are processed within 5–10 business days.
- Refunds are issued to your original payment method.
- Your bank or payment provider may require additional processing time.

Shipping charges are non-refundable.

Damaged or Incorrect Items

If you receive a damaged, incorrect, or defective item, please contact us within 48 hours of delivery at returns@ruuhi.co.uk with photos of the item and packaging, so we can resolve it promptly.

Lost Packages

If your tracking shows delivered but you haven't received your package:
1. Check with household members or neighbours.
2. Contact the shipping carrier.
3. If you still need help, contact us at office@ruuhi.co.uk and we'll assist with investigating.

Order Changes & Cancellations

If you change your mind, you can cancel your order within 30 minutes of placing it for a full refund to your original payment method.

To request a cancellation, please contact our support team as soon as possible at office@ruuhi.com, including your order number, order address, and reason for cancellation.

After the 30-minute window has passed, your order will begin processing and can no longer be cancelled or amended. Once your order has been delivered, you may return eligible items for a full refund in accordance with our Returns Policy.

Please note that personalised, made-to-order, and final sale items cannot be cancelled or refunded once processing has begun.

Need Help?

If you have any questions regarding shipping or returns, we're happy to help, just email us at office@ruuhi.co.uk. Please note that we are unable to assist with order enquiries through Instagram or TikTok.

Thank you for supporting a small, independent brand. Every thoughtful purchase helps us reduce waste and continue making pieces we're proud of.