FAQ

    • How long does shipping take?

    Orders are usually shipped within 1 to 2 working days. During busy times like a new launch or restock, it may take longer. We always inform our customers if this happens.

    • I did not receive an order confirmation, what now?

    Please check your spam or junk folder first. If you haven’t received a confirmation email within one hour, contact us at customerservice@itsruya.com.

    • My package hasn't arrived yet?

    You can track your package using the tracking code sent to your email. We ship with PostNL, and during busy periods, deliveries might take a bit longer.

    • I forgot to include my house number, and now?

    Please email us as soon as possible at customerservice@itsruya.com. If your order was placed during a restock or launch, it may take a bit longer to update, but we’ll do our best to help you quickly.

    • What should I do if I notice a manufacturing defect or damage upon receiving my order?

      Please check your order immediately after delivery. If you notice a manufacturing defect, damage, or a missing item, contact our customer service by mail customerservice@itsruya.com within 3 days of receiving your order and include clear pictures.

      Reports made after this period cannot be processed, as it is no longer possible to verify whether the issue was present at the time of delivery.
    • Can I change my shipping address?

    Unfortunately, once the order is placed, address changes are not possible because we start processing your order right away.

    • A part of my order is missing, what to do?

    We’re very sorry to hear that, this can sometimes happen during busy periods. Please email us at customerservice@itsruya.com within 3 days of receiving your order and include clear pictures, and we’ll resolve it as soon as possible.

    Reports made after this period cannot be processed, as it is no longer possible to verify whether the issue was present at the time of delivery.

    • Can I change my order?

    No, once your order has been placed, changes cannot be made. If you’d like to add an item, please place a new order.

    • The scarf feels too tight?

    This is completely normal in the beginning. After a few wears, the scarf will naturally adjust to the shape of your head and become more comfortable, please give it a little time.

    • How do I return a product?

    To return a product, email us at customerservice@itsruya.com within 14 days. The item must be returned in 14 days in original condition. Please visit for more information our return policy: https://itsruya.com/policies/refund-policy

    • When will I get my refund?

    Once we have received your return, we aim to process it within 5 working days. After processing, you will receive a confirmation email. The refund will be issued within 10/14 days.