Customer Service - FAQS

01. How Do I Make a Purchase?
Shopping the Rucoline Online Store is easy: if you know what you are looking for, use the specific category links, such as 'Shoes', 'Accessories' section on the site, or browse through our Collections. Once you have found an item, select your size and color and use the 'ADD TO BAG' button underneath. Review the items in your shopping bag by selecting the 'Shopping Bag' link at the top of the page. From the Shopping Bag, you can directly edit product details (color, sizes and quantities), remove them in case you’ve changed your mind or add products to your Wish List. Click on 'Checkout' to complete your order.

02. Do I need to set up an account to place an order?
Setting up an account is not mandatory, but if you register, you will be able to enjoy the following benefits through your 'My Account':

Track your orders and review past purchases;
Request your Return Authorization Number directly from your account,
Gain access to your ‘Wishlist’,
Be notified when new products are available
Save your address and card details for faster shopping,
Manage your account details and newsletter subscriptions.

03. What should I do if I forgot my password?
If you’ve forgotten your password follow these steps to restore it:

Click on the Sign In icon in the top right corner
Select “Forgot Password”
Follow the instructions shown in the pop-up that will open
Insert your email address and click on send

You will receive an email with a new temporary password and you can modify it when you want, simply follow the instructions.

04. Which size should I choose?
In the Rucoline Online Store, sizes are based on the Italian sizing system. To convert this to your usual size, simply click on 'Sizing Info' on every product page. Where an item runs small or large to size, this will also be identified in the item details.

05. How do I know if an item is in stock?
All the products shown on our website are available, subject to restriction due to some special materials and applicable to some countries of dispatch.

06. Is it safe to use my credit card at the Rucoline online store?
Your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. For further details, please see the Privacy Policy section.

07. Why do I need to re-enter my credit card details when requesting delivery to a new address?
For your security, whenever you request delivery to a new address we will ask you to provide new credit or debit card details (even if you have previously stored them with us). This means that if someone guesses your password and tries to make an order using your account, they will be unable to do so. We hope you understand that this is a valuable precaution designed to protect your personal information.

08. How can I remove my saved credit card details?
There are two ways to remove previously saved credit card details: either edit or add a new shipping or billing address or during your next purchase, simply unselect the option "remember my payment details" on the payment page.

09. Which countries does Rucoline ship to?
Rucoline does worldwide shipping. You can find more details on Shipping Information section.

10. Does the Rucoline online store deliver to post office boxes or freight forwarding addresses?
Please note that we are unable to deliver to Post Office Boxes, use General Delivery or deliver to freight forwarding addresses.

11. Why are shipping restrictions applied to some items?
Due to international trading agreements and regulations, we are obliged to adhere to particular shipping restrictions. As a result, we are unable to ship items made of exotic skins outside of the EU. In addition, some products manufactured in China and fine jewelry of certain compositions are not allowed to be shipped to some countries. If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it.

To proceed with purchasing this item, you would need to ship it to a different destination address. In the case of exotic skins, this would need to be within the EU. For more information, please read our Shipping Information section.

12. How do I change my currency?
If you are shipping to the following countries your order will be charged on their respective currency. For all other destinations, you will be charged in Euros.

United States: US Dollars
United Kingdom: British Pounds
China: CNY
Switzerland: CHF
Hong Kong: HOng Kong Dollars

If you are a customer whose credit card is not denominated in any of these currencies, the final price will be calculated in accordance with the applicable exchange rate on the day your credit card company processes the transaction. To change currency, simply change the country by selecting the country icon on the bottom center of the footer of the site and select from the list of shipping destinations.

13. Does the Rucoline online store ship to multiple addresses?
You may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

14. How soon can I get my order and how much will delivery cost?
We offer different shipping options to meet your needs. For further details, please visit our Shipping Information section.

15. Is my package insured?
All items are insured against theft and accidental damage while in transit from our warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery or make a note when signing for it that you are accepting a damaged box.

16. How are duties and taxes to be paid?
To ensure that the most accurate pricing and delivery costs are displayed while browsing our site, we recommend you to select your country from the list of shipping destinations. Local VAT will be applied to all EU destinations and the UK.

Most countries are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price.

You can find the list of countries that are shipped on a DDP (Delivery Duty Paid) basis on Shipping Information section.

If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are exclusive of all taxes and duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to and payment of these is necessary to release your order from customs upon arrival.

As we are unable to advise on the amount this may be, we invite our customers to verify local taxes and duties before placing an order. Our Online Store ships worldwide with UPS (DHL - for shipping to Russian Federation) and the shipping costs are already included in the final amount of your order. However, as international courier for your order, UPS (DHL - for Russian Federation) may present you with a separate invoice from local authorities for duties owed.

Please note that Russian Federation is a DDU destination. You can find information about Russian Federation custom duties on the Russian Federal Customs Service official website by clicking here.

17. Do I need to sign for my order?
It is not possible to combine orders or add items to an existing order.

18. Can I change my shipping address after my order has been shipped?
We are unable to redirect orders to a different address after ship. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

19. Can I add items to an existing order?
Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'.

20. How will I know you received my order and when will payment be deducted?
After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at the time of shipment. In the rare instance that any of the items you have ordered are not available, you will receive an email from our Customer Service team and will only charge your credit card for the value of the items in stock.

21. Can I track my order?
Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'.

22. Where is my order?
We aim to ship all orders within 24 hours. Orders placed before 12 pm will be shipped the same day, those made thereafter will be shipped from our warehouse the next day. Estimated delivery times are to only be used as a reference, and we are not responsible for any delay caused by credit card payment authorization.

Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'. If you are not registered, sign up now so you can track future orders.

23. How do I return an item?
To discover our returns and refunds policy and to learn how to return an item, please kindly visit our Returns section in the Customer Service area.

24. How can I request my ran (return authorization number)?
Requesting your RAN (return authorization number) is very simple. If you are registered:

Sign into your account
Go to the ‘Orders’ section
Identify the order containing the item(s) you would like to return, click on the 'Return Product' button and follow the method.

If you have placed an order but have not yet registered, click here to request your RAN.

25. Is my personal information kept private?
Please be assured that your personal information on the Rucoline Online Store is kept private and confidential and at no point will we rent or sell this. To register, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, and credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order. Please note that in case you subscribed to our newsletter we may use your contact details to inform you of the latest arrivals as well as special promotions. If you would prefer not to receive these updates, you can unsubscribe at any time in 'My Account' selecting 'Newsletter Management'. For further details, please visit our Privacy Policy section.

26. What are cookies and should i be worried about them?
A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag and your previous purchases, and to deliver content specific to your interests. They are designed to assist your shopping and therefore are nothing to worry about. Most browsers are automatically set up to accept cookies, but usually, you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items. Registered customers who have cookies enabled will be automatically recognized when they visit the Rucoline Online Store. Your name will appear in a welcome message at the top left-hand corner of the website.

27. What is a wish list?
In your 'Wish List' you can save your favorite products, keep track of them and eventually purchase them whenever you please.

28. How do i create a wish list?
To create a ‘Wish List’ you will need to be registered and signed in. When browsing, use 'Add to Wish List' on the product page and items will automatically move into your Wish List, which can be found at the top right of the navigation bar ('heart' symbol). Click on the product image to go to the product page and see more specific details about the item. You can also add to your ‘Shopping Bag’, or remove the item.

29. Can I share my wish list?
Send your ‘Wish List’ to others and include a personalized message.

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