FAQ

ORDERING ONLINE

How do I know if you received my order?

Once we receive your order on rusthebrand.com, an order confirmation will be sent to your email address. If you do not receive it or have entered an incorrect email address, please contact our customer care team.

Do I need to create an account to order online?

It is not necessary to set up an account to shop with us, but we recommend that you do so to shop more efficiently next time.

How will my order be delivered and how long will it take?

As soon as your order leaves our warehouse, you will receive a shipping confirmation email with your tracking number. We work with UPS to deliver your selected items. We offer Express (1 - 3 days) or Standard (3 - 7 days) delivery service. For more information about the shipping costs, click here.


From where do you ship and where to?

We ship worldwide from our warehouse in A Coruña, in the Northwest of Spain.


In which currency will my purchase be made?

All transactions will be made in euros €.

Can I make any changes to my order once it has been placed?

Unfortunately, you will not be able to make any changes once your order has been placed. However, if any information needs to be altered, please contact customercare@rusthebrand.com immediately and if your order has not been processed yet, we will try to assist you.


If it is my first purchase can I get a discount on my order?

We offer a one time 10% discount for new customers, all you need to do is subscribe to our newsletter and then proceed to purchase any of our garments. The discount will apply at checkout automatically when entering your email address you subscribed with.


Where do I add my discount code?

On the checkout page, there is a discount field where you should enter the code. The total amount of your order will automatically change. Please note that you can only use one discount code at a time. If the code isn’t working, please check if it has been spelled correctly.


What payment options does RUS offer?

Payment can be made by debit/credit card and with PayPal. We accept Visa, Mastercard and American Express. Your payment data is safe thanks to the security standard we work with in our site.Your personal online security is most important to us.


Will there be any additional costs to my order?

Orders within the European Union will not be subject to any additional charges. However, orders from countries outside the European Union are shipped in DDU (Delivered Duty Unpaid) conditions and additional charges may be added by your local customs, like local taxes and import duties.



REFUNDS AND RETURNS

How do I return an item?

If you decide that your purchase is not the best match, we offer full refunds if the item is shipped within 14 days from when it was delivered to you. In order to receive a full refund, the item must be unused, clean and in the same condition that you received it. As soon as your return is approved you will receive an email confirmation.


I cannot find a return label in my box. What do I do?

We offer a pre-paid return service within the European Union. If you have ordered something to one of these countries and cannot find a pre-paid return label, please contact us at customercare@rusthebrand.com and we will e-mail you a new one.

Is every item eligible for return?

Please note that our collaboration items and sales items are non refundable and cannot be returned.


Will I be refunded for the full amount of my order?

When returning all items from your order, we will issue a full refund excluding the original shipping cost and international duties and taxes.

When do I get my refund?

Once your return is approved you will receive a notification and we will refund the full value of the goods using the same method as your original payment within 15 working days.


How do I exchange an item?

Please note that we do not offer an exchange service. If you are interested in a different size, color or style, please return your item and proceed to purchase the new piece.


I have received a faulty product, what should I do?

Please contact us immediately at customercare@rusthebrand.com. We need to establish the details of the damage before returning the item and make sure a new item is sent to you.


QUALITY & SIZE

How do I know which size to order?

Please refer to our size guide which includes a size conversion chart. Many of our styles have a generous fit and are meant to fit several sizes, we suggest you also refer to the model height in the specific product description to get a better idea about the lengths of our different designs.


What quality can I expect from my purchase?

Quality is an essential to us. All of our yarns are high quality and carefully selected from Italian spinners. These yarns are the base to unique textures, shapes and colors creating timeless and functional designs that are expected to be rediscovered season after season. In order to do that, it is extremely important to take good care of your knits.


How should I take care for my knits?

Knits are delicate and need to be well taken care of. Please visit our product care page here, to use it as a guide to maintain your knits for years.



NEWSLETTER AND CONTACT


How can I receive the latest information from RUS?

Sign up to our newsletter to stay in the know about new arrivals, events and matters of cultural interest.


How do I unsubscribe to RUS newsletter?

If you no longer want to receive our latest information, you can always unsubscribe pressing the link at the bottom of each newsletter.


How do I contact RUS customer care team?

You can contact us by email to customercare@rusthebrand.com for information about products, orders, returns & exchanges, sizes, sustainability or any other inquire regarding our online shop. 
Customer service will be available from Monday to Friday 10am - 5pm CEST.



SUSTAINABILITY


What does sustainability mean to RUS?

RUS is part of a global movement that believes in selecting rather than accumulating. Local production, high quality yarns, craftsmanship and a low pace is our way  to produce long lasting high quality knits with consciously considered materials and production methods.