You cannot place a new order from your country. United States

HELP

  • Contact us
  • FAQ

CONTACT US

CUSTOMER CARE

We take pride in our work and want our customers to enjoy that experience with us, if however, you have any questions or queries or are not happy with a particular matter, you can contact us, the following ways and we will endeavour to resolve the matter as best we can.

info@rualuja.com

 

------------------------------------------------------------------------------------------------------

FAQ

ORDERS

HOW DO I PLACE AN ORDER?

We have made Shopping at RUA LUJA easy:

-       Use the CLOTHING, BAGS, SHOES and ACCESSORIES bars at the top of the page.

-       Once you have found an item, choose your size and click on the 'ADD TO SHOPPING BAG' button on the product page.

-       Review the items in your shopping bag by clicking the 'SHOPPING BAG' link at the top of the page.

-       Click on 'PROCEED TO PURCHASE' to complete your order.

-       To finalise your purchase. For non-registered customers, please register. Make sure you fill out all fields. If you have already registered with us, simply login using your email address and the password you created for the account.

-       Finally, select your preferred payment method. Payment can be made by credit card (Visa, Mastercard, American Express), Maestro, PayPal.

 

Please carefully read our Terms and Conditions prior to placing your order.

 

I TRIED TO PLACE AN ORDER ONLINE, BUT IT WOULDN’T GO THROUGH, WHAT CAN I DO?

You can contact us on info@rualuja.com or via any Instagram/Twitter or Facebook @rualuja 

 

PAYMENT

 

WHICH PAYMENT METHODS DO YOU ACCEPT AND IS IT SAFE TO USE MY CREDIT CARD ONLINE?

We accept Visa debit, Visa, Master card, American Express, Maestro, you can also pay with PayPal.  All payments are processed through a secure checkout system provided by XXXXXXXXXXX

 

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that we take data protection seriously and your personal information is kept private and confidential and at no point will we sell this to third parties.

To register at RUA LUJA we will need to know your name, email address, gender and telephone number. When processing your order online we require your billing address, shipping address and payment information. If necessary, these details may be shared with a credit reference agency where they abide by applicable data protection legislation to verify your order.

DELIVERY

 

HOW CAN I TRACK MY ORDER?

You can track your parcel’s journey here.

 

WHAT ARE MY DELIVERY OPTIONS (LOCAL & INTERNATIONAL)

 

DELIVERY OPTION

DELIVERY TIMES

COSTS

 

UK

3-5 working days

£1.99

Per order

UK next day delivery (post code restrictions apply)

If ordered before 2pm Monday to Friday.

£4.99

Per order

Republic of Ireland

3 to 9 working days if ordered before 6pm – Monday to Friday

£11.99

 

Europe

Up to 7 working days

£13.99

Per order

Rest of the World

5 to 10 Days

£17.20

Per order

Please note: The delivery times shown are from the date of dispatch.

 

 

WILL I BE CHARGED CUSTOMS AND IMPORTS DUTIES?

Depending on the value of your order, your parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs.

Unfortunately, these charges are out of RUA LUJA’s hands, and vary widely from country to country, so we’re unable to predict what your particular charges may be. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.

 

WHAT HAPPENS IF NO ONE IS AT HOME FOR THE DELIVERY?

A signature may not always be required for delivery and if there is no one available to take delivery our couriers may attempt to leave it with a neighbour or in a safe, secure location. Don’t worry, as our carrier usually tries to deliver more than once.  A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date.

 

CAN I HAVE MY PARCEL REDIRECTED TO A DIFFERENT ADDRESS?

For your security we are not able to change the address your order is being sent to. Don't worry – if you're not in when a delivery is attempted our courier will attempt delivery more than once and will leave a card advising how to arrange a redelivery or where you can pick up your parcel.

 

CAN I HAVE MY ORDER DELIVERED TO MY WORK ADDRESS?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods, as the courier will deliver to the place not the person and we cannot be held liable for a missing parcel, if we have confirmation of a successful delivery.

 

 

FABRICS

 

WHAT FABRICS DO YOU USE?

We use high quality fabrics sourced from local businesses.  In our collection we use Morgan crepe jersey, jersey lycra, chiffon, wool, polywool, georgette, micro-sequined chiffon, jersey, silk.

 

GENERAL QUESTIONS.

 

HOW CAN I REACH SOMEONE WITH A QUERY?

You can send an email to info@rualuja.com or contact us via Instagram /Twitter or Facebook @rualuja

We work by regular office hours Monday to Friday 9am to 5pm this excludes any national or religious holidays. 

FOLLOW US

-       INSTRAGRAM (rualuja)

-       FACEBOOK      (rualuja)

-       TWITTER         (@rualuja)

-       PINTEREST      (Rua Luja)

YOUR ORDER

-       Delivery

-       Returns and Exchange

-       Wash guide & After care

 

DELIVERY

We aim to dispatch all orders within 24 hours, or 48 hours subject to any national or religious holidays, that the RUA LUJA Company or employees may be participating.  Delivery times stated on the website are estimates only and are only to be used as a guide only and commence from the date of dispatch.  In any event, we will deliver the goods to you within 30 days of the day on which we accept your order.  RUA LUJA cannot take responsibility for any delays, postal strikes or unforeseen circumstances caused by any postal process or destination customs clearance processes. 

You will own the goods on and from the later of the point in time when: (a) we receive payment in full, or (b) we deliver the goods to you.

Delayed

If delivery is delayed by any event outside of our control, (see clause 8 in the T&C’s) we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and we will give you a refund for any goods you have paid for but not received.

Delivered but not received

All of our orders include a tracking number with delivery confirmation. If your order is marked as delivered, but you have not received your product please contact the couriers listed on your order to investigate the issue. We are not responsible for packages marked as delivered that you have not received. We make sure to ship all packages to the order address you give us during checkout.

If there’s any question, feel free to contact us info@rualuja.com  

……………………………………………………………………..

RETURNS & EXCHANGE

Your satisfaction is one of our top priorities. We created our return policy to help you understand how we collect, use, communicate, disclose and replace the items if needed. This policy is valid for manufacturer defects. In case you receive a wrong or damaged product, you can inform us immediately so that we can resolve the issue as soon as possible. We will replace the item or issue a full refund. All returned products should be in the same condition you received them, unused and with all the RUA LUJA tags still attached and in the original packaging.    

REFUNDS – Your refund includes the cost of the product and any taxes, but will not involve any original shipping and delivery costs, if relevant.  Returns that are damaged or soiled will not be accepted and will be sent back to the customer and/or a refund refused.

FAULTY GOODS – Goods areclassed, as “faulty” if they are received damaged/torn/ by the fault of the manufacturer, not damaged or torn by trying them on.  Items that are damaged as a result of normal wear and tear and if you do not follow the washing instructions as stated on the RUA LUJA tag attached to the garment and damaged has occurred this is “NOT” considered to be faulty and a refund will not be issued.

To return faulty Goods to us, you will need to fill in the returns form that was sent with the Goods and follow the instructions on it. If you no longer have the returns form, please contact our Customer Service team on info@rualuja.com for instructions.

 

We are not liable for returned Goods, which are lost in transit, so it is important that you use an insured delivery method.

 

EXCHANGE – if you would like to exchange a faulty item for a replacement instead of obtaining a refund, please be made aware how RUA LUJA garments are individually produced which means it is not produced on a production line, each garment is hand cut one at a time and for that reason we cannot replace an “identical” garment and only replace it for a very similar garment and size, subject to availability.

COLOURS – When producing the product images on the computer please bear in mind we have made every effort to display as accurately as possible the colours of our products that appear on the RUA LUJA website.  However, as everyone’s computer monitors vary, we cannot guarantee that the product displayed on your monitor will be completely accurate.

REPEATED RETURNS – We offer a flexible returns policy to make online shopping experience easier, so before you confirm your order please bear in mind and respect that RUA LUJA is a small online business and when selecting an item, make sure it is the correct size, colour and item you wish to purchase, not an item you just wish to try on and return for that reason.  We do monitor the number of returns made by customers, and repeated returns will be flagged up and can potentially by refused at the discretion of RUA LUJA and can lead to a closure of account.

 

RIGHT TO CANCEL (EU CUSTOMERS)

If you are a customer based in the European Union (EU) under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICACRs), you have the right to cancel your order with us provided you give us written notice.

You have the right to cancel your order within 14 days without giving any reason. The cancellation period will expire 14 days from the day after the day on which you (or someone you nominate, other than a carrier) receives the last of the goods.
To exercise the right to cancel, you must inform us by email info@rualuja.com  You may also use the cancellation form, but it is not obligatory.

This right does not apply to the following items: (1) items that have been sealed for hygiene reasons (e.g underwear, swimwear or pierced jewellery) if the seal has been broken; (2) The tags have been removed and the item has been worn; and (3) items that have been made to the customer’s specification or that are personalised.  You will be responsible for the cost of returning a cancelled order to us.

For orders cancelled under the ICACRs, we will issue you with a full refund excluding the shipping cost paid by you. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make reimbursement without undue delay, and not later than:(i) 14 days after the day we receive back from you any of the goods supplied; or

(ii)(if earlier) 14 days after the day you provide us with evidence that the good have been returned; or (iii) if no goods were supplied, 14 days after the day on which we are informed about your cancellation.


 

We will make reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the re-imbursement.
In the event that we have sent goods to you and you have cancelled your order, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest. If we do not receive the goods back, we may arrange to have them collected from you at your cost.

Please note you may only use your right to cancel the order under the ICACRs if you give us formal written notice of cancellation any time after your order has been placed, up until 14 calendar days from the day after you receive your order, by email as described above.

------------------------------------------------------------------------------------------------------

 

WASH GUIDE & AFTER CARE

We test our garment fabric to ensure it maintains its high quality texture and colour after washing in the best way possible.  Every garment will be produced with a RUA LUJA tag attached to the garment, on the back of this it will state the best possible way to wash the garment to ensure it keeps its beautiful appearance.

 

-       Separate your wash into whites, darks and colours to reduce the risk of colour running. 

-       Even though many fabrics have been designed to be washed together, many and most fabrics may absorb dye from other garments and this   can ruin your garment.

-       To keep the garment looking at its best, always follow the instructions on the tag.

-       After extensive research on our fabrics, we highly recommend you hand wash the garments for the best possible outcome.  If you wish to machine wash, you MUST use the delicate gentle wash button on your appliance.

-       We do not recommend you tumble dry your garments as this causes shrinkage, fades colour and can damage your garment.

-       Reshape jersey when you take it out of the washing machine.

-       Dry knitwear flat as it can stretch if you hang it.

-       Any garments that have embellishments and fringing that cannot be removed, we recommend careful hand wash only.

-       Wash denim and coated fabrics inside out to protect the surgace and prolong the depth of the colour.

-       With any fabric, beautiful as it may be, the washcare and after care is very important to maintain its quality, so looking after the garment and by not excessive washing will help take care of the garment.