SHOPPING WITH US
Orders are processed and delivered on Monday through Friday (excluding national holidays and weekends). If shipping to the billing address, orders are processed within 1-3 business days after the order is placed on the website. For the best chance of same day processing (NOT GUARANTEED), an order must be placed prior to 12PM EST. Any order placed after 12PM EST will be processed on the next business day. This means that any order placed after 12pm on a Friday, will be processed the following Monday. We are not held accountable for any delays that may occur. Orders with different billing and shipping may take longer in order to follow our verification process. We reserve the right to cancel any order.
For those items which are processed by our third party affiliates, the processing time may be longer than 3 business days. These items are usually custom print and sew products that will require additional processing time.
SHIPPING + HANDLING
RUTU LOBI LLC online purchases are shipped via USPS from our headquarters located in New York with the exception of third party fulfilled products. Unfortunately, we cannot ship to PO, APO, or FPO boxes. RUTU LOBI LLC is not responsible for any lost, stolen, or damaged shipments. Should the buyer encounter an issue with receiving a package, the buyer assumes all responsibilities of claims made with the shipping carrier.
We offer 3 shipping methods:
Ground (delivered 1-5 business days after shipment)
Two Day (delivered 2 business days after shipment)
Overnight (delivered next business day after shipment)
Delays related to COVID-19 may occur. Therefore these methods are not guaranteed.
Please review our “Processing” section above to determine the best shipping method. The time that the order is placed will contribute to the delivery time. For example, an overnight shipping order placed on a Friday before 12pm EST would not be delivered until the following Monday. An overnight shipping order placed after 12PM EST on a Friday would not be processed until the following Monday, for delivery on Tuesday. If you have any questions, please contact us at firstname.lastname@example.org.
Items must be returned within 14 days from the day you receive your order.
Lingerie and custom items are not returnable.
Merchandise must be unworn, tags attached, and free of ANY defects.
If the above requirements are met, a refund will be granted for the original amount paid for the merchandise. Shipping costs are not refunded.
If you would like to exchange your item(s) for a different size or color, please return the purchased item for a refund and place a new order for the desired item.
STEPS FOR MAKING A RETURN
To request a return label, please email@example.com
Place the prepaid return label issued to you on the outside of your package.
Drop off at any USPS location.
Keep tracking information for your records. The tracking information is located on the label.
Please allow 3-5 business days from the time we receive the return for a credit to be issued.
Items that are marked FINAL SALE will NOT be accepted.
Any order that is not able to be delivered by USPS will be returned to our headquarters and treated as a return. The customer will be given a full credit for the item(s) purchased. Shipping costs are NOT refunded.
If you have further questions, please contact firstname.lastname@example.org
THIRD PARTY FULFILLMENT
RUTU LOBI LLC has partnered with third party companies to fulfill a number of our products. You will be notified in the product description if the product is being fulfilled by one of or third party partners. For any questions regarding third party fulfilled products please email email@example.com.
INTERNATIONAL SHIPPING TRANSIT TIMES:
Our third party partners try their best to get your items to your doorstep as quickly as possible.
STANDARD SHIPPING arrives at your address in approximately 8-20 business days.
PRIORITY SHIPPING arrives at your address in approximately 4-10 business days.
TRANSIT TIMES are estimated and are not guaranteed. We are not responsible for delays by customs or by the store.
How do I shop at your online store?
Orders can be placed on our website 24/7. Browse our items and click “add to cart” when you are ready to purchase. Once you are finished adding the item(s), click on the cart symbol at the top right and then checkout. You will fill out the necessary information requested and then click the place order button. You can always save your shipping and billing information along with your credit card to speed up the checkout process in the future. Once your order is placed, you will receive an email confirmation. An additional email will be sent when the order ships with tracking information.
How do I cancel or edit an order I placed?
Once an order is placed, we are unable to cancel or modify it. Please reach out to customer service if you have any concerns.
How do I find my size?
If you are having trouble selecting which size is best for you, please refer to our size guide.
How do I contact customer service?
You can reach us Monday through Friday via email: firstname.lastname@example.org. Please note we may be slower to respond during the Holidays and Weekends.
Can I add an item to my order after I placed the order?
Unfortunately not, you will need to place an entire new order for anything you wish to purchase.
Why has my card been declined?
You would need to contact your bank or credit card company for more information. It could be that your billing address is not matching with your credit card or you entered the information incorrectly.
Can I place an order by phone?
Unfortunately, we do not take orders over the phone. Orders are only placed on our site.
My credit card did not go through, but why was I charged?
If your credit card is not approved, your bank will automatically deduct the money from your available balance although it is not actually taken from your account until we dispatch the order. If we do not dispatch the order, we do not charge you and the money will be automatically put back into your account. This can take 3-5 business days.
What forms of payment are accepted?
We accept VISA, MASTERCARD, DISCOVER, AMEX, and PAYPAL. There will be more payment options for you to choose from.
*Please note: Your billing address must match exactly as it appears on your credit card statement. This information is used as part of the validation process for your credit card payment. All orders are subject to review. We reserve the right to cancel any order.