Shipping policy

Shipping Policy

Last Updated: July 2026

At Ruuh Collections, we are committed to dispatching and delivering your order as efficiently and securely as possible. This Shipping Policy explains how we process, dispatch and deliver orders placed through our website.

Nothing in this Shipping Policy affects your statutory rights under applicable UK consumer law.

1. Order Processing

Orders are processed during our normal business hours, Monday to Friday, excluding public holidays.

We aim to dispatch all in-stock orders within 1–2 working days, unless otherwise stated on the product page or during checkout.

Orders placed after our daily processing cut-off time, on weekends or on public holidays will normally be processed on the next working day.

During periods of exceptionally high demand, promotional events or unforeseen operational circumstances, dispatch times may be extended. We will make reasonable efforts to keep customers informed of any significant delays.

2. Delivery Services

We use carefully selected third-party courier providers to deliver our orders.

Available delivery services, estimated delivery times and shipping charges will be displayed during checkout before payment is completed.

Delivery estimates are provided for guidance only and are not guaranteed delivery dates.

3. Delivery Timeframes

Whilst we always aim to deliver orders within the estimated timeframe, delivery dates cannot be guaranteed.

Delivery may be delayed due to circumstances outside our reasonable control, including but not limited to:

  • adverse weather;

  • courier delays;

  • customs inspections;

  • industrial action;

  • transport disruption;

  • public holidays;

  • peak seasonal demand;

  • technical failures;

  • force majeure events.

Ruuh Collections shall not be liable for losses arising solely from delivery delays beyond our reasonable control.

4. Delivery Address

Customers are responsible for ensuring that all delivery information is accurate before completing an order.

If an incorrect or incomplete address is supplied:

  • we may be unable to amend the address once the order has entered our fulfilment process;

  • additional delivery or re-delivery charges may apply;

  • delays may occur;

  • refunds may be reduced by any costs incurred where permitted by law.

Ruuh Collections is not responsible for parcels delivered to the address provided by the customer.

5. Failed Delivery Attempts

If delivery cannot be completed because:

  • no one was available to receive the parcel;

  • delivery was refused;

  • collection deadlines were missed;

  • incorrect delivery information was supplied; or

  • the customer failed to follow courier instructions,

the parcel may be returned to us.

Where legally permitted, we reserve the right to deduct:

  • the original delivery charge;

  • return courier charges;

  • storage fees charged by the courier;

  • reasonable administrative costs incurred.

6. Tracking Information

Where available, tracking details will be sent once your order has been dispatched.

Customers are responsible for monitoring tracking information and contacting the courier where necessary regarding delivery instructions or collection arrangements.

7. Safe Place Deliveries

If you authorise the courier to:

  • leave your parcel in a safe place;

  • leave it with a neighbour; or

  • deliver without obtaining a signature,

you accept that delivery will be treated as completed once the courier confirms delivery.

Ruuh Collections cannot accept responsibility for loss, theft or damage occurring after the parcel has been delivered in accordance with your instructions.

8. Risk and Ownership

Ownership of the goods remains with Ruuh Collections until full payment has been received.

Risk in the goods passes to you upon delivery to the delivery address specified in your order or in accordance with any delivery instructions you have provided to the courier.

9. Lost Parcels

If you believe your parcel has been lost, you should contact us as soon as reasonably possible.

We will investigate the matter with the courier before issuing any replacement or refund.

We may request:

  • confirmation of your delivery address;

  • additional information regarding the delivery;

  • photographs where relevant;

  • any other information reasonably required to investigate the claim.

Where tracking records, GPS data, delivery photographs or courier confirmation indicate successful delivery, we reserve the right to rely upon such evidence whilst carrying out our investigation.

Nothing in this section affects your statutory rights where goods have genuinely not been delivered.

10. Damaged Deliveries

If your parcel arrives damaged, please notify us within 48 hours of delivery wherever reasonably possible.

To help us investigate, we may request:

  • photographs of the damaged product;

  • photographs of the internal packaging;

  • photographs of the external packaging;

  • photographs of the courier label.

Prompt notification helps us recover costs from the courier and resolve your claim more efficiently.

Nothing in this policy limits your statutory rights in relation to goods damaged during transit.

11. Multiple Shipments

Where operationally necessary, orders may be dispatched in multiple shipments.

This may occur where:

  • products are stored in different locations;

  • items become available at different times;

  • stock levels change unexpectedly.

Additional shipping charges will not normally be applied where we choose to split an order.

12. International Shipping

Where international delivery is available, customers are responsible for ensuring that products may legally be imported into their destination country.

Unless expressly stated otherwise, customers are responsible for:

  • import duties;

  • customs charges;

  • VAT or sales taxes;

  • customs clearance fees;

  • any additional governmental charges.

Ruuh Collections is not responsible for customs delays, import restrictions, confiscation of goods or additional fees imposed by customs authorities.

13. Delivery Refusals

If a customer refuses delivery of an order without a valid legal reason, any refund may be reduced by:

  • the original delivery charge;

  • return shipping costs;

  • any additional costs reasonably incurred in returning the goods, where permitted by law.

14. Force Majeure

We shall not be responsible for any failure or delay in fulfilling our delivery obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, war, civil unrest, cyber incidents, government action, transport disruption or utility failures.

15. Contact Us

If you have any questions regarding shipping or the delivery of your order, please contact our Customer Support team and include your order number so that we can assist you as quickly as possible.