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SHIPPING & RETURNS

Every Ruaǎali piece is handcrafted with care and shipped fully insured. This page explains how we deliver your order and what to do if you wish to return or exchange a purchase.

1. Order Processing

  • In-stock items are processed and dispatched within 2–5 business days after payment is confirmed.
  • Bespoke and made-to-order pieces require an additional crafting time of 10–15 days. An estimated completion date will be communicated to you before your order is confirmed.
  • You will receive a confirmation email with a tracking number as soon as your order has been dispatched.

2. Shipping & Delivery

  • We ship worldwide using trusted, trackable courier services.
  • All shipments are fully insured against loss or damage while in transit.
  • Estimated delivery times after dispatch: Hong Kong & Mainland China 2–4 business days; Asia Pacific 3–7 business days; rest of the world 5–14 business days.
  • Shipping costs, where applicable, are calculated and displayed at checkout before you complete your purchase.
  • Delivery times are estimates and may be affected by customs clearance or circumstances beyond our control.
  • International orders may be subject to import duties and taxes levied by the destination country. These charges are the responsibility of the recipient.
  • A signature may be required upon delivery for high-value items.

3. Returns & Exchanges

  • If you are not completely satisfied with your purchase, you may request a return or exchange within 2 days of receiving your order.
  • To be eligible, items must be unworn, in their original condition, and returned with all original packaging, certificates, and documentation.
  • To initiate a return, please contact us at [email protected] with your order number. We will provide return instructions and the return shipping address.
  • Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect. We recommend using an insured, trackable shipping service.
  • Non-returnable items: bespoke, customised, engraved, or specially commissioned pieces cannot be returned or exchanged unless they arrive damaged or defective.

4. Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund within 5 business days.
  • Approved refunds are issued to the original payment method. Depending on your bank or card issuer, please allow 5–10 business days for the refund to appear.
  • Original shipping fees are non-refundable unless the return is due to our error or a defective item.

5. Damaged or Incorrect Items

  • Please inspect your order upon delivery. If your item arrives damaged, defective, or is not what you ordered, contact us within 48 hours of receipt with photographs of the item and packaging.
  • We will arrange a replacement, repair, or full refund — including all shipping costs — at no charge to you.

6. Contact Us

Questions about shipping, returns, or refunds? We are happy to help: