Customer Care & FAQs

We use Royal Mail as our courier service both for domestic. We offer the following shipping options:

United Kingdom:
Royal Mail Tracked 24 Hour (1 working day for orders placed before 12pm) - £3.99
Royal Mail Tracked 48 Hour (1-2 working days) - FREE

Please note, orders placed after 12pm Monday – Thursday and after 10am on Fridays will not be despatched until the following working day

We track every order. Once your order has been processed and dispatched you should receive an email with a tracking number. You can watch the moment your Ruey products are shipped to the moment it’s in your hands!

If you have any issue with your tracking information, email us at welcome@ruey.co.uk and we will be happy to help

If you have made a mistake on your order, you may be able to update your details, provided this has not already been picked and packed. Please email us as soon as possible at welcome@ruey.co.uk and we can amend the shipment address for you

Once you have placed your order, we will send you an order confirmation email with your tracking link so you can see the status of your order.

These sometimes go into the spam/junk folders so please check this first and if you still do not have it, do email customer service at welcome@ruey.co.uk with your name and they will be able to help locate your order details.

• You'll receive an order confirmation email after purchase
• Orders are dispatched Monday – Friday 
• Please be aware that we are not responsible for information which has been entered incorrectly at checkout. If you have incorrectly entered your address and not contacted us to change this before the item is shipped, there will be an additional waiting period.
• Should there be any duty to pay on your package, this is the customer’s responsibility
• If you are a buyer outside of the United Kingdom you may be subject to import duties and taxes, which are issued once the package reaches your country. Any additional charges for customs clearance must be covered by you as we have no control over these charges. 

You can find the additional countries we ship to above.

If you have made a mistake on your order, you will only be able to change your name or delivery address, provided this has not already been picked and packed. Please email us as soon as possible at welcome@ruey.co.uk and we can amend the shipment address for you

Returning a Ruey item is quick, free and painless. We are pleased to offer a full refund or exchange within 14 days. We will offer a full refund if your order meets the following criteria:

- The item is returned in its original condition, unworn with tags

- The product(s) have not been used, worn, damaged or washed

- The item is safely packed to avoid damage in transit and contains a copy of the return request as detailed below

If you've decided you'd like to exchange or return, you have 14 days from the date you received your order. Please follow the below steps:

• Create your return under the My Orders section of your account, select the order number containing the item(s) you would like to return
• If you do not have an account with us then please fill out our Returns Form instead
• Click on the "CREATE RETURN" button and choose the reason for return
• Check the box to agree with our Return Policy. We’ll then send you an email with your return instructions and how to generate a free returns label. If you do not receive this email please us on welcome@ruey.co.uk
• Please ensure to attach delivery note to all returns items

Please note all UK returns are free

Once your return is received and inspected, we will notify you if your return is accepted or declined. This process can take up to 10 business days from the date your return tracking information shows delivered.

If your return is accepted, your refund will be processed and applied to the original method of payment.

We are sorry you have a fault/damaged item but we are happy to refund or replace faulty items within 2 months of the purchase date. Please contact our customer service team at welcome@ruey.co.uk with your name and order number

We apologise we are unable to offer exchanges. You are more than welcome to return your item for a refund and place a new order

You can purchase on our website using a debit or credit card including VISA, Mastercard, Maestro, American Express, Shop Pay, Diners Club & Discover

We also offer Paypal, Apple Pay and Google Pay

Once you have placed your order, we will send you an order confirmation email with your tracking link so you can see the status of your order.

If you have made a mistake on your order, you may be able to update your name or address only, provided this has not already been picked and packed. Please email welcome@ruey.co.uk

You will need to provide your email, phone number, shipping address and payment details. All communications will be sent to your email address, including details of how to cancel and any updates of your pre-order

We currently offer sizes XS - XL across our range. We are looking to expand ASAP and become more inclusive once we are on our feet.

Please click here

Our first ESSENTIALS collection is made from primarily QNova certified polyamide and lycra. This is to ensure stretch, compression and durability of the garments.

We advise to follow the washing instructions listed on the wash care label as follows:

Wash at maximum 30 degrees Celsius

Do not dry clean

Do not iron

Do not tumble dry 

Do not bleach

Our most important request is: DO NOT USE SOFTENER as this will affect the compression of the garments.

As our ESSENTIALS garments are quite fitted – it is sometimes normal to see deodorant or white marks as you wear them. These can be very easily removed with a damp cloth.

To use Klarna as your payment method on Ruey.com, follow these steps at checkout:

1. Change the Payment Method: Tap 'Change' under the payment type, select 'Add New Payment Method,' and choose 'Pay Later with Klarna.'
2. Add Klarna to Your Account: You can also add 'Pay Later with Klarna' as a payment option by logging into 'My Account.'

Important Notes:
Your billing and delivery addresses must be in the same country, though they can be different.
Klarna's maximum purchase limit varies for each account and is determined by a credit assessment. If your order fails, try a smaller amount.
Klarna is only available in the UK.

Possible Issues When Placing an Order with Klarna:
Rejected Application: Klarna may reject your application to pay on account. In this case, consider using a different payment method or reducing your order amount.
Outstanding Payments: You might have unpaid Klarna invoices.
Missing Information: Ensure all required fields, such as your Date of Birth, are filled out correctly..uk

• Invoice: Klarna will email your invoice once your order is shipped, including the invoice period.
• Return Process: If you return items and the payment due date is near, mark the item as returned in the Klarna portal. Klarna will send a reminder if the payment date passes. If you've returned items but received a reminder, contact Klarna Customer Service.
• Refund: After Ruey processes your return, Klarna will send an updated invoice, and you'll receive a refund within 5-10 working days.

• Klarna Account Questions: Contact Klarna Customer Service for any questions about your Klarna account.
• Extending Payment Period: Contact Klarna Customer Service to extend your payment period. Ruey cannot do this for you.
• Payment Acceptance: Klarna is an independent payment company, and Ruey has no influence over whether your payment is accepted.

For any issues with your order, please contact Klarna Customer Service.

Only available in the UK.