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 info@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 info@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.

• 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 info@itsruya.com and we’ll resolve it as soon as possible.

• 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 info@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.