FULL PRICE ITEMS

Items purchased are eligible for return within 30 days of delivery.

You will find information on the leaflet 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 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 credit note within 7 days of delivery. Purchasing sale items is an acknowledgment of these terms.

 

SHIPPING COSTS

UK DOMESTIC

£14 Next Day Guaranteed Tracked (excluding Sundays and bank holidays) *must order by 1pm to receive next day*

£6 Royal Mail Express Tracked (1-2 Business Days)

FREE Standard Tracked (3-4 Business Days) 

EUROPE

£12 Europe Tracked ( 5-9 Business Days)

£35 Europe Tracked (3-6 Business Days)

USA/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)

 

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. 

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.

 

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 info@ruanorte.com.

We only offer direct exchanges in size for the same product. 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.

 

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. 

 

RETURNS - NONE UK ORDERS

Return address is below:

Bryden House

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 info@ruanorte.com with your previous order number, full name and ask for the credit before ordering again)

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Please note that our 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.

 

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 (info@ruanorte.com). You will then receive further information from our support team.

 

HOW DO I CANCEL AN ORDER?

Unfortunately, cancellation or changes to orders are not possible as they are sent directly to our warehouse. We want to keep our promise of fast delivery and therefore, for technical reasons, cannot cancel an order after it has been received. If you do not like your selection, you are welcome to return it at your own expense and reorder the items you want.

Think Sustainable. Feel Luxury. Wear Rua Norte.

Rua Norte translates to Northern Street — a nod to our roots in Manchester and our journey south to Portugal, where every garment is thoughtfully crafted.

Why Portugal? It’s home to some of the world’s finest textile production, where exceptional quality meets ethical practice. This aligned perfectly with our vision: to create everyday pieces that feel elevated, durable, and inherently luxurious.

Our collections are brought to life in a small, family-run factory just north of Porto. Each garment is produced in limited batches and finished by hand — an approach that reduces waste, supports local artisans, and ensures every piece stands the test of time. Even our cotton is processed locally, within 15 miles of the factory, keeping our footprint small while strengthening the community we’re proud to work alongside.

Sustainability doesn’t stop at our clothing. From recyclable and compostable packaging to Oeko-Tex certified, non-toxic dyes, every detail is considered with both you and the planet in mind. We’ve partnered with GoodAPI, an amazing platform that helps us take real, measurable climate action. For every order, Rua plants one tree and removes 10 ocean-bound plastic bottles. This happens automatically, so your purchase directly supports reforestation and ocean clean up projects around the world.

Below you can see our live environmental impact tracker that shows the difference you help us make.

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