FAQ

Do I need an account to place an order?

An email address is all you need to start the order process.

How do I receive Ruxandra email updates?

Stay informed of new designs, and exclusive promotions by entering your email address under ‘Subscribe to Ruxandra’ at the bottom of our homepage. Email preferences can be easily managed by contacting us.

Can I place an order over the phone?

Our friendly Customer Advisors are happy to assist you with placing your order over the phone @ 0040730294354.

Can I cancel or make changes to my order?

As your purchase will be prepared quickly for dispatch, please contact our Customer Service Advisors as soon as possible to cancel or make changes to an order. Unfortunately, we are unable to add items to an existing order but we welcome you to place a new order for any additional pieces. We will try and dispatch the items in one shippment. Further information on cancelling an order can be found in our Return & Refunds Policy.

How much will I be charged for shipping?

Every Ruxandra-shop.com order is unique so our shipping costs vary depending on the size, weight and destination of your chosen items. This information will appear at the checkout.

Will I need to pay taxes and duties?

If you are located in the EU or UK, we include the VAT in your order, so you won’t need to pay any additional fees. If you are ordering from outside the EU, Mainland China, Japan, US, New Zealand, Singapore, Australia etc , your order may be subject to import duties and taxes which are applied when the package reaches that destination. You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable or responsible if you breach any such laws.

How do I package my item for return?

Place any unwanted items with original packaging inside the protective box and once you have the return address from our Customer Service Advisors, contact a courier service.

When will I receive my refund?

Using the tracking number assigned to your returns label, you can follow the progress of your package with the courier. As soon as your item is received and accepted by our team we will send an email to confirm the completion of your refund.

Refunds are issued via the original payment method and will normally appear within 10 business days, depending on the processing time of your payment provider. To ensure your refund is as quick as possible, please ensure all items meet the conditions of our Returns & Refunds Policy.

Can I return my customised item?

Due to the nature of customised orders, and the fact that they have been specially created for you, we will not be able to accept returns.