FREQUENTLY ASKED QUESTIONS
PAYMENTS + PURCHASING
We accept Visa, MasterCard, PayPal + American Express on our website. You are also able to complete your purchase with ApplePay GooglePay + ShopPay.
If you would prefer to split the payment of your purchase over a few months, we have partnered with the payment service, Klarna, so that you are able to do just that. You can read more about the Klarna service here.
Lucky you! You can enter the promo code at check out, if your code is accepted the amount will be automatically deducted from your total. If you think there is a problem with your code, please get in touch with our team via the support chat or email, + we will do our best to assist you.
Your payment will be debited immediately, if you are having any payment issues, please contact us + we can try to assist, alternatively, you can contact your bank
You can shop without creating an account. However, if you register with us, you’ll enjoy the following benefits:
- Track your orders and review past purchases
- Request an exchange or return directly from your account
- Add pieces you love or missed out on to your Wish List
- Save your address and card details so you can shop even quicker in future
If you‘ve forgotten your password, head to the Account page, + click on the button written 'forgot password' you can then follow the on screen instructions to reset your password.
If you are having any sort of trouble with your purchase, the cart page or completing the payment, please get in touch with our team via the support chat or via email at firstname.lastname@example.org + one of our team members will help you out as soon as possible.
SHIPPING + DELIVERY
The shipping rates may vary, view what is currently available at checkout.Depending on what you add to your cart, you will see different options as our customised shipping rates are weight dependent, as well as using the most reliable delivery partner for your purchase. We generally partner with Hermes + DHL, however you may also see available rates from Royal Mail + DPD.
Our delivery time starts from the moment an order is accepted and includes a 24-hour period where your items will be processed and dispatched. Please note, this can take longer during sale or due to circumstances out of control. If there is ever a shipping delay we will get in contact with you via email.
Once your order has left us, you’ll receive an email with your tracking information so you can follow its progress on the delivery partners website, where you will be able to sign up for shipping notifications.
If you need to change your delivery address, please get in contact with us within an hour of making the purchase + we can assist you in changing the delivery address, however, we do have the right to refuse the change of delivery address. If your package is already with our delivery partner and you have also received a tracking number, unfortunately there is nothing we can do to change the delivery address.
Yes, we ship worldwide! The EU + International shipping rates vary depending on which country you are shipping to, as well as being calculated by weight. Head to the cart and once you have entered your full address, you will be able to see available shipping rates for your country. If you have any queries regarding this, please do get in touch with our team via the support chat.
Any customs charges are applied at the discretion of the carrier + local laws, all customs charges will be payable by the customer + will not be covered by Ruma Lifestyle. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
We ship all of our products in custom brown cardboard boxes, which include our signature ruma tissue + a thank you card, finished with our custom ruma box tape. We don't offer different 'gift' packaging, but please get in contact with our team if you require something special + we will do our best to accommodate.
RETURNS + REFUNDS
If you don't like your item, no problem. As long as the item you would like to return is unused, unwashed, unworn,
On the confirmation email of your purchase, you will have received a PDF link to your returns form, the reason we don't include a paper version in your original package, is to save on wasted paper, its cool too be conscious, don't forget! So, click your unique PDF link, print it out, fill it in with the appropriate details + put it inside your returns package for us. We offer free returns on exchanges
Unfortunately not, no. In order to process + accept the return, the item needs to be unused, unworn + unwashed, with all of the original tags + packaging in tact.
THE PRODUCT + ABOUT US
Our focus is working with handcrafters + artisans from all across the world, who become part of the Ruma Lifestyle family. We currently manufacture in Indonesia, however we are building relationships with makers in Sri Lanka, Morocco + Mexico, giving you access to some of the worlds best makers,
Our founder, CEO + Lead creative, Henrietta, designs all of the Ruma Lifestyle pieces, which are then handcrafted by our incredible artisans, in select locations all over the world.
An absolute yes! Our first collection, The Modern Minimalist 001, features pieces made from Silk, Leather + Metals. Soon after, we will be releasing our Conscious collection + then our homewares collection, as well as some exciting brand partnerships coming in Summer 2021. If you would like any more info, or if you are a brand who would like to collab or get stocked with us, please get in touch with us at email@example.com or by clicking here.
We would love to hear from you, please send us an email, or get in touch with us via our support chat + one of our advisors will put you in contact with our partnerships team.