Shipping and Returns

Shipping

We deliver to all countries worldwide. We are unable to deliver to a PO box as a signature is required upon delivery. All our products have had the shipping costs set by a combination of their weight and the shipping destination. We reserve the right to amend the cost of shipping should for any reason we need to – although we should stress that this would be highly unlikely. If the amended cost was not satisfactory to you, then of course we would issue a full refund. If your country is not featured at the point of sale, you can place an order by contacting us.

You will receive an Order Confirmation email as soon as you have placed an order. Please keep it in a safe place as we may ask you for information from it in any correspondence.  If you do not receive this email please contact us so that we can investigate and confirm that your order has been placed successfully.


We offer FREE UK Shipping for order value over £100. We have a flat rate for all our UK domestic shipping £10.00 P&P. UK, Northern Ireland & Isle of Man are part of domestic shipping. 

For the Rest of the World and Europe our products have the shipping costs set by a combination of their weight and the shipping destination. You will be able to see this at checkout you will see the cost.If your country is not featured within this table or at the point of sale, you can place an order by contacting us.


Shipping is by UPS or Fedex , we use a signed for trackable service. Sometimes we use Royal Mail for the UK.

During exceptionally busy periods e.g. the run up to Christmas, you should allow extra time for delivery, but please let us know if something is required for a specific date and we will do our best to fulfil your request.

United Kingdom 3 - 5 working days from dispatch
Europe is generally 3 - 7 working days from date of dispatch
Rest of the World 7 - 10 working days from dispatch. (Subject to Customs & Duty)

All our prices on our website include the UK VAT rate of 20%.  If you are purchasing and receiving the goods from outside of the UK we will refund the VAT element on your purchase once we have proof of delivery of your order.

At point of sale at the checkout it will be deducted automatically once you have entered your shipping address.

We use high quality cartons for the outer packaging and we use loose fill/ Packaging Peanuts to fill the inside of the carton gaps in between the bubble wrapped items. Breakages are extremely rare we pack things really well – but if your purchase arrives damaged, please contact us immediately.

You will receive an email to confirm your items have been despatched which will also contain a tracking link.

All orders are trackable. You will be sent a link to the tracking details which is included in your dispatch confirmation which is sent to you via email.

We provide the option to ship to a different address than the one at which your card is registered at the point of checkout. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we will try to amend it. If the order has already left, then the delivery address cannot be changed. In this situation we will need to wait for the parcel to be returned then postage would be payable for it to be sent out again.

UPS or FEDEX will leave a notification card to make you aware of the missed delivery and will try and redeliver up to two times, following that the delivery gets returned to us, the sender.  You will always have the option to collect at the nearest UPS or FEDEX depot/ access point before that point. All our shipping services are trackable online.

Yes they can, however Michael Ruh accepts no responsibility if the signature received at the delivery address is not the recipient, and will consider this parcel correctly delivered.

We advise all international customers to get in touch with their local authorities in case of specific custom or import duties. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.   Michael Ruh Studio does not accept any liability for additional taxes and charges relating to clearing your goods through customs. These are the responsibility of the customer.   Any parcels returned to us due to customs charges being higher than expected, we reserve the right to refund the transaction minus all costs incurred. 

International shipments can occasionally take longer than expected – goods can be held up in customs or there can be delays during the handover from one country to another. If you’re an international customer and your order hasn’t arrived after 10 working days from despatch, please contact us and we will investigate further for you. Please check that you haven’t received a notification card from the couriers.


Returns

If you are unhappy with your purchase for any reason. Please contact us quoting your invoice number within 28 days from receipt of your purchase. We will refund, replace, or credit the cost against a future purchase. This does not cover Bespoke or Custom items. Please contact us for our Bespoke and Custom Items Refund Policy.


If you are not completely happy with your purchase, you are welcome to return it to us . The cost of returning your purchase to us is the responsibility of the customer, and the item must be sent in its original packaging (or equivalent) to our studio in London.  All parcels are sent back at the customer’s own risk. We would advise using a courier as the parcel is not our responsibility until we sign for it. Providing it arrives back safely, and in the exact condition it was sent, we’ll give you a full refund.  We comply with the distance selling act regulations. A full refund, less postage will then be made within 14 days via the original method of payment and an email will be sent to confirm that the refund has been given.

If you consider the item you have received as faulty, please get in touch with us via phone or email with your order number. We will then advise. We take great care with our product photography to make sure that we are providing you with photographs that represent the products we sell. However, due to the handmade nature of our pieces, and inconsistencies in how different computer screens reproduce colours, we cannot guarantee that the product you receive will look exactly the same as you have seen on your computer screen.


Every so often mistakes do happen, but we do our utmost to correct any issues you may have. Please contact us with your order number by phone or email.