Delivery & Returns Policy
ORDER PROCESSING TIMESCALE
All order will be dispatched within 1-2 working days via your chosen delivery option.
ARCHIVE ITEMS
Please note any items purchased in the Archive event are not eligible for return.
FULL PRICE ITEMS
Items purchased are eligible for return within 30 days of delivery.
You will find information on the returns form within your order.
All items must be unworn in their original condition, with all original tags and packaging intact to be eligible for return. You have a legal obligation to take reasonable care of the products while they are in your possession.
We recommend that you return products in their original packaging to ensure the necessary protection when in transit. For orders outside the UK we recommend that returned goods be sent via insured, tracked delivery for your protection.
Please also be aware that we are not liable for items that are lost or damaged during transit to us and we strongly recommend that all returns from customers purchasing outside of the UK are sent using recorded delivery.
SALE ITEMS
Refunds are not available for items purchased at sale prices. If an item is unsuitable we will issue an exchange or store credit within 7 days of delivery. Purchasing sale items is an acknowledgment of these terms.
SHIPPING COSTS
UK DOMESTIC
£5 Royal Mail Express Tracked (1-2 Business Days)
£3 Standard Tracked (3-4 Business Days) or FREE on orders over £120
EUROPE
€12 Europe Tracked ( 6-10 Business Days)
USA
$25 USA DDP Tracked (5-7 Business Days)
CANADA
$15 USA/Canada Tracked (5-7 Business Days)
OCEANIC
$15 Express Tracked (5-9 Business Days)
REST OF THE WORLD
£16 Worldwide Tracked (7-10 Business Days)
IRELAND/GUERNSEY/JERSEY/ISLE OF MAN
£12 Standard Tracked (4-7 Business Days)
*Please be aware that no order will be dispatched on UK bank holidays as Royal Mail do not collect from our premises on these specific days.
DUTIES AND TAXES
ORDERS WITHIN THE EU AND BREXIT
Orders shipped to EU countries are sent on a DDU (delivery duty unpaid) basis and so any fees required to release your order from customs must be paid by you. You will receive the customs invoice via post or email from the carrier. Therefore, any duties and taxes are determined by local customs authorities and must be paid by the customer. If these fees are refused, Rua Norte reserves the right to deduct return shipping costs from your refund.
For EU customers, orders will be delivered via Royal Mail to your countries national postal service. e.g
Italy - Poste Italiane
France - La Poste
Belgium - bpost
Germany - Deutsche Post
Netherlands - PostNL
Austria - Österreichische Post
Switzerland - Swiss Post
Denmark - PostNord
ORDERS TO USA
All orders to the US are sent via a DDP (delivered duties paid) tracked service and so you will not need to pay any import duties as they are covered by RUA NORTE.
INTERNATIONAL ORDERS
International orders may be subject to duties and taxes, calculated by local customs authorities and these fees are the customer’s responsibility. If refused, Rua Norte reserves the right to deduct return shipping costs from the refund amount.
For International customers, orders will be delivered via Royal Mail to your countries national postal service.
EXCHANGES
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us a email at returns@ruanorte.com.
Defective or damaged exchanges must be for the same product and size. If you would like to exchange your item for an entirely different product, you must first return your original item and place a new order. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
You have 30 days from receiving the item to notify us that you want to do an exchange. Outside of this timeframe you will not be eligible
Please note that our exchange processing time can take up to 2 working days from receiving the item back.
RETURNS - UK ORDERS
We offer free UK returns via our Royal Mail returns portal. If you wish to return your order within the 30 days period, please email us at returns@ruanorte.com with your name and order number and we will provide the link to the free returns portal. You then have an additional 14 days to send the parcel back to us otherwise you won't be eligible for a refund.
If a product is returned to us that has been worn, used, damaged, or is otherwise in an unsaleable condition, we reserve the right to refuse your refund. Alternatively, we reserve the right to reduce your refund value to reflect any reduction in the value of a product.
RETURNS - INTERNATIONAL ORDERS
Return address is below:
Bryden House - Rua Norte
Boundary Industrial Estate
Millfield Road
Bolton
United Kingdom
BL2 6QY
You will be responsible for paying for your own shipping costs for returning your item if you bought outside the UK. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. However, this can be given as credit against your next order (email returns@ruanorte.com with your previous order number, full name and ask for the credit before ordering again)
Please note that our returns processing time can take up to 2 working days.
We thank you for your patience and will endeavour to process the return as quickly as possible.
LATE RETURNS
Returns received outside of our 30-day window are not eligible for a refund or exchange unless agreed by us in writing. If an item is sent back after this period, we'll contact you to arrange its return at your expense. If we don't hear from you within 30 days, we reserve the right to keep the item.
HOW LONG IS THE RETURN POLICY VALID?
We are committed to providing you with an excellent shopping experience. Therefore, we want to make sure that you are 100% satisfied with your purchase. For this reason, we offer a 30-day return policy on all items purchased from us.
HOW CAN I TRACK MY PACKAGE?
As soon as your package has left our warehouse, you will receive a shipping confirmation from us by email or SMS. In this email/SMS you will find all the information you need to track your package.
MY ORDER IS INCOMPLETE. WHAT SHOULD I DO?
We would like to apologize for the incomplete delivery. Please contact our customer service within 48 hours of receiving the package (returns@ruanorte.com). You will then receive further information from our support team.