1. What is your shipping policy?

We offer free shipping within the United States on all orders. Each item is carefully packed and handled to ensure safe and reliable delivery.

For more information about shipping and delivery times, please refer to our Shipping Policy.

2. Do you deliver to collection points or pickup lockers?

At this time, we only deliver to the shipping address provided during checkout. Delivery to collection points or pickup lockers is currently not available.

3. What are your delivery times?

Orders are typically processed within 2 to 3 business days.

Once shipped, delivery within the United States usually takes between 4 and 9 business days depending on your location.

Total delivery time is approximately 6 to 12 business days.

During busy periods such as holidays or promotional sales, delivery may take slightly longer.

For full details regarding shipping, processing times, and delivery information, please refer to our Shipping Policy.

4. How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.

You can use this tracking number on our Track Your Order page to follow the progress of your delivery.

5. Which shipping partners do you use?

We work with trusted shipping partners to ensure reliable delivery of all orders. Depending on your location and logistics availability, local carriers may complete the final stage of delivery within the United States.

For more details about our shipping partners, delivery process, and logistics, please refer to our Shipping Policy.

6. What if my package hasn't arrived or is lost?

If your order has not arrived within the expected delivery timeframe, please first check the tracking information provided in your shipping confirmation email.

You can track the status of your shipment at any time through our Track Your Order page.

If there is still no update, please contact our support team at support@ruth-eliza.com.

If your parcel is confirmed lost in transit, we will either resend your order or provide a full refund.

7. What if my item arrives damaged or defective?

We are sorry to hear that. If your item arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your package.

Please email support@ruth-eliza.com and include your order number along with photos of the item and packaging so we can assist you as quickly as possible.

We will arrange a replacement or refund depending on the situation. For more details, please refer to our Return & Refund Policy.

8. How do I return an item?

If you are not satisfied with your purchase, you may request a return within 30 days of receiving your order.

To start a return, please contact our support team at support@ruth-eliza.com. Our team will provide instructions on how and where to return your item.

Items must be unused, in their original condition, and returned with the original packaging.

For full return instructions and eligibility conditions, please refer to our Return & Refund Policy.

9. How long does it take to process a refund?

Once your returned item has been received and inspected, refunds are typically processed within 10 business days.

You will receive a confirmation email once the refund has been issued.

Please note that it may take additional time for your bank or credit card provider to process and post the refund to your account.

For more information, please refer to our Return & Refund Policy.

10. Who pays for return shipping costs?

If your item is damaged, defective, or incorrect, we will cover the return shipping costs.

For all other returns, such as when a customer changes their mind, return shipping costs are the responsibility of the customer.

Please contact our support team before sending any return.

For complete return conditions, please refer to our Return & Refund Policy.

11. What payment methods do you accept?

We accept the following payment methods:

Visa

Mastercard

Apple Pay

Google Pay

Shop Pay

For more details about how payments are processed, please refer to our Payment Policy.

12. What currency are payments processed in?

All prices on our website are displayed in United States Dollars (USD).

If you are shopping from outside the United States, your bank or card provider may apply currency conversion fees or use their own exchange rates.

For more information about payments, please refer to our Payment Policy.

13. Are my payments secure?

Yes. Your payment security is a top priority.

All transactions on our website are protected using SSL encryption and secure payment gateways to ensure that your personal and payment information remains safe.

For more details about how payments are processed and protected, please refer to our Payment Policy.

14. What should I do if my payment is declined?

If your payment is declined, please double check your card details, billing address, and available funds.

If the issue continues, we recommend contacting your bank or card provider.

You are also welcome to contact our support team at support@ruth-eliza.com for assistance.

15. How can I contact customer support?

If you have any questions or need assistance, our support team is happy to help.

Email: support@ruth-eliza.com

Phone: +1 251 373 4938

Contact form: Contact page

Store name: Ruth & Eliza

Warehouse address: 409 Northdown Dr, Dover, DE 19904 United States

Customer support hours

Monday to Friday

9:00 AM – 5:00 PM (ET)

Weekends

11:00 AM – 4:00 PM (ET)