Customer Care
Return & Refund Policy
Last updated: August 13, 2026
We want you to understand the return process before you buy. This policy applies to eligible products purchased directly from rueeq.com and delivered within the United States.
| Return window | 30 calendar days after confirmed delivery |
|---|---|
| Return method | By mail after return authorization |
| Refund method | Original payment method |
| Restocking fee | None |
| Change-of-mind return shipping | Customer responsibility |
| Damaged, defective, or incorrect item | Rueeq provides an appropriate prepaid return method or other resolution after verification |
Return eligibility
To qualify for a return, the item must be received back in its original condition: unworn, unused, unwashed, undamaged, free from odors or marks, with original tags attached, and with original packaging and accessories when applicable. Shoes must be tried on only on a clean indoor surface and returned without sole wear or creasing beyond a normal try-on.
Proof of purchase or the Rueeq order number is required.
Items that cannot be returned
- Gift cards
- Personalized, altered, or made-to-order items
- Items marked “Final Sale” before purchase
- Worn, washed, damaged, or tag-removed merchandise
- Earrings, pierced jewelry, and other hygiene-sensitive items once protective packaging or seals are opened
- Items prohibited from return by applicable health or safety rules
If an otherwise non-returnable item arrives damaged, defective, or incorrect, contact us promptly so we can review the issue.
How to start a return
- Within 30 days after delivery, submit a request through our Contact Us page.
- Include the order number, item name, quantity, reason for return, and photos if the item is damaged, defective, or incorrect.
- Wait for return authorization and the return instructions. Do not send an item to an unconfirmed address.
- Pack the item securely and mail it using the provided instructions. Keep the carrier receipt and tracking number.
Unauthorized returns or packages sent to an unconfirmed address may be delayed, refused, or lost.
Return shipping costs
For fit, preference, or other change-of-mind returns, the customer is responsible for return postage and the original outbound shipping charge is not refundable. If we verify that the item was damaged, defective, or incorrect when delivered, Rueeq will provide an appropriate prepaid return method or another agreed resolution.
We do not charge a restocking fee. We recommend tracked shipping for customer-paid returns because the customer remains responsible for the package until it reaches the authorized return location.
Inspection and refunds
After the authorized return is received, we inspect it and notify you of approval or any eligibility issue. Approved refunds are submitted to the original payment method within 5 business days after inspection. Your bank or payment provider may require an additional 3–10 business days to post the credit.
If a returned item does not meet this policy, we may deny the refund and contact you about available options, subject to applicable law.
Exchanges
Direct exchanges are not currently guaranteed. The fastest option is usually to return the eligible item and place a new order for the preferred size, color, or style.
Cancellations
Contact us as soon as possible if you need to cancel. We cannot guarantee cancellation after processing or shipment has started. If cancellation is no longer possible, the standard return rules apply after delivery.
Damaged, defective, or incorrect items
Contact us within 7 days after delivery and include photos of the item, packaging, and shipping label when relevant. Keep all packaging until we provide instructions.