Delivery & Returns

 

Delivery

**Christmas delivery update**

'Tis definitely not the season for a global panoramic!

 

Unfortunately we are experiencing every sort of delay imaginable due to global supply chain issues, increased COVID precautions, and high order volumes. Some of our products are therefore on a longer delivery timeline than our standard 48hrs. Please check the product page and the shipping options at checkout to stay updated.

 

Things are changing rapidly, and we're doing all we can to share accurate updates as we get them. Thanks for your patience and understanding - we love you!


For arrival before Christmas:

- UK Order via standard delivery before 11am on 20th December
- UK Order via next day delivery before 11am on 21st of December
- Outside of UK order via express delivery before 11am on 17th of December


For orders placed over the Holiday's:

Our team will be taking some time to rest over the Christmas period and spend time with loved ones (23rd - 28th Dec + 31st Dec - 4th of Jan).
For this reason, order processing times will be delayed from our usual 2-3 working days, to 5-7 working days.


Though we expect orders to be delivered within time frames stated, on-time delivery cannot be 100% guaranteed at this time as carriers are impacted by ongoing COVID related logistical challenges. The struggle is real. Order as early as possible to avoid disappointment!

 

How can I track my order?

After you place an order on the website, you will receive an email confirmation to ensure your order has been processed. Once shipped, you will also receive an email containing your tracking number.  

 

Check your mailbox to ensure that the email hasn’t gone to spam! 

 

What are your shipping rates and delivery time?

**Please read Christmas delivery update above**

 

UK Shipping Methods

 

FREE Standard Delivery for orders over £90 (2-3 working days)

 

£2.99 Standard Delivery (2-3 working days)

 

£4.99 Next Day Delivery (Order Mon - Thur before 3pm)

 

Europe Shipping Methods

 

£14.99 International Express Delivery (3-5 working days)



Do you deliver outside of Europe?

 

Not yet, but we’re coming. Let us know over on our Instagram which countries we need to hit next.

How long will it take for my order to arrive?

Our standard UK shipping method is 48 hours, and non-UK is usually 2-3 days. We then allow up to 1 additional day for our fulfilment team to process your order and fill your RUKA box - and so our UK standard delivery time is 2 to 3 days and non-UK is 3 to 5 days.

 

Though shipping methods have largely returned to normal, we will continue to monitor the COVID situation and update this section with any new information on delivery standards.

 

Please note that the delivery standards above exclude Bank Holidays - in these cases please allow extra time to receive your order.

 

Will you provide a tracking number after shipping?

Yes! All orders can be tracked via the Royal Mail or DHL trackers using the tracking code on your order confirmation email.

 

The confirmation email may go into your spam box, if you can't find it please check there!

 

If you still can't find it, please email us at help@rukahair.com.

How can I cancel my order?

Your order can be cancelled if you do so before it is shipped. Once it’s shipped, we won’t be able to cancel it but you can still return it.  

 

What if I gave the wrong address?

If you want to change your order address, please email us at help@rukahair.com as soon as you can. We will do our best to make the change, however we cannot guarantee that we will be able to do so. We try to make all the processing and shipping processes as speedy as possible, so there is typically only a small window of time where you are able to change your order.

 

If your package was returned to us due to an incorrect address and you then decide that you would like a refund, we will reduce the refund with the shipping costs we incurred to ship it to you.

 

Returns

 

We get it. You order the hair, it arrives and your the texture or colour isn’t *quite* what you imagined. We accept all returns requested within 30 days of the purchase date. 

 

For returns, please email help@rukahair.com with the subject line "Return: [Your Order No. Here]". We will then share the instructions to follow for our digital returns process with Royal Mail.

 

To be eligible for a return, your product must:

  • Still have the original RUKA tag attached
  • Still have any original packaging intact (e.g. plastic / ribbon banding)
  • Not be altered in any way (brushed out, cut, coloured, bleached)
  • Not have been worn

If not, we will not be able to accept the return, and we will have no choice but to send the order back to you.

 

If your product is faulty - we're so sorry! Please get in touch with us at help@rukahair.com with a description and some photos so that our quality control team can understand what went wrong, then organise an exchange or refund. 

 

Refunds

 

After receiving your return and inspecting the condition of the item, we will process the return. Please allow at least 14 days from the receipt of your item to process your return.

 

Refunds may take 1-2 billing cycles to appear on your card statement, depending on the company. We will notify you by email when your return has been processed.

 

Exceptions

 

Please note Sale Items are 'Final Sale' and cannot be returned or refunded.