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FAQ Page

1. Shipping/Returns

Do you send to all countries?

Ruxi isn’t available in some countries because of legal restrictions or shipping carrier limitations.

For now, Ruxi isn’t available in and doesn’t ship to Cuba, Iran, Crimea, Syria, and North Korea. This list may change periodically.

We’re available to all other countries and ship internationally!

How much does shipping cost?

If the order exceeds 50 euros then the shipping will we free. If this amount is not exceeded, the amount of the shipment will be 3 euros

Are returns free?

Before making a return contact us. Our products are handmade / printed to order and are completed on average in 3 to 7 business days ( it can be delayed because of Covid-19). You can withdraw your order before the printed apparel has been made. When an order is withdrawn because after this restriction, then we will refund any payment you have made for this purpose, including shipping costs. However, we do not return buyer’s remorse orders, after the order has been fulfilled.

– If you would like to exchange or return a product without any defect or due to a wrong size being ordered, then it would be handled at your expense.

How much time does shipping take?

Ruxi works with a fulfillment partner to print and ship our orders. We’re in regular communication with them for the latest updates of what’s going on. 

Our fulfillment partner is still operating and we’re continuing to accept orders. Fulfillment and shipping will take longer but your order will reach you. 

For orders shipped from Europe to a European destination estimated delivery time is between 5 and 10 business days after the fulfillment time.And the US domestic shipping 3 to 8 days after fulfillment time. The estimated delivery time for shipments from regions that are not in the EU is 10 to 20 business days.

Keep in mind that the estimated time of shipments to destinations in the EU may arrive even earlier.

Your support means a lot to us, especially during this time. Stay safe and take care of yourselves.

What is fulfillment time and how long does it take?

Fulfillment time is the time it takes to make your custom-ordered product. Our fulfillment time is calculated in business days:

  • 2-7 bus. days for apparel products (t-shirts, etc.)
  • 2-5 bus. days for non-apparel products (hats, drawstring bag, etc.)

97.66% of our orders are shipped within 5 business days. More than 50% of our orders are shipped within 3 business days or fewer. Please Note that due to Covid-19 the fulfillment and shipping time can be delayed.

Fulfillment for large orders may take longer than the 3-5 day average, but will still be fulfilled within 7 days

Please note: 

  • Fulfillment time doesn’t include shipping time. To get an idea of how long an order will take to reach its destination, combine the estimated fulfillment time with the estimated shipping time.
  • The fulfillment averages you see are calculated based on our fulfillment data for each product within the time frame of 30 days.

What happens if the product is damaged in the shipment?

If any order arrives broken, damaged, incomplete or wrong, we will resend your order to ensure you are satisfied with the product.

For this we request a verification of the product, with a photo of the damaged goods. You can send the photos (a small  explication of the damage would help more to help you faster) to contact@ruxi.shop, then we will gladly send a replacement at no cost to you.

Can some products be sent separately?

Yes, each item we send may have different delivery times. This is because some products are packaged and shipped separately.

For example, we send our caps in a box. Obviously, a fabric does get packaged differently.

How much time do I have to submit a refund or an exchange?

Any claim for damaged, defective, badly printed items, must be submitted within 30 days after receiving the product. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date.

Where can I return the product?

Nowhere, you can keep the product you want to return. We need only photo evidence of the damaged product. and we will send you the new one of the return order, or you can make a refund.

What is your return policy?

For more information click here to see our return policy.

Can I return a product that is with discount?

Yes, damaged garment will always be our expense even if it is in discount. But if you would like to exchange or return a product without any defect or due to a wrong size being ordered, then it would be handled at your expense.

2. Deliveries

Do the orders have track and trace?

Yes, all Ruxi shipping methods have Track and Trace. Note that the quality of tracking may differ for some local carriers.

Where can I find the tracking information of my orders?

All tracking numbers can be found in the shipping notification emails, and in your profile panel to.

Keep in mind that tracking international shipments may take a few days to show any updates, but that does not mean that the shipment has been lost.

What happens if the address is wrong?

If it is not possible to deliver the package, it will be returned to our headquarters and you will be notified once it has been returned. You will have to confirm in less than 30 days, with the updated and correct address, and confirm the changes for the forwarding of the package, at no cost to the customer.

For this we will contact you or contact us via email contact@ruxi.shop to indicate the correct address.

How are the products packaged?

Because of the variety of products we fulfill, we package each item based on dimension requirements to ensure protection during shipment. Generally, most products like T-shirts and accessories in a polybag. And the bag is recyclable.

What happens if I am not at home when the package arrives?

It depends on the carrier, they can leave a note and ask you to reschedule the delivery for a different time.

What happens if my order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. But do not worry! We will cover the reprint costs and sending a replacement order for you.

We can ask for your help before doing that, send us the shipping address is correct. It would also be good to check if you contacted your local post office to try to locate the lost order.

Please note: that if the tracking information establishes an order but it was delivered to the customer and the customer thinks they have not received it, we will not assume responsibility and resubmit that order. In that case, any substitution would have to be in your charge.

Are the packaging materials recyclable?

The poly bags used in our packaging are recyclable, low-density polyethylene, FDA and USDA compliant.

3. Orders

What pay methods are there?

This are the pay methods that we have:

  • Paypal
  • Visa
  • Mastercard
  • American Express
  • iDEAL

Can I cancel the order?

If you cancel before printing your order and want an exchange or a refund, we can totally do it. However, if you cancel after you have fulfilled your order, we cannot offer you a refund or an exchange unless we have made a mistake with your order.

I was wrong in size, what do I do?

Did you know that each of our T-shirts and Accessories is made just for you? We only print T-shirts and Accessories when we receive your order for it. So if there is a wrong size, you will have to make a new order of the product, because of the uniqueness of the print and size. To prevent this as much as possible we strongly suggest that you see the size chart before ordering the product.

4. Product

What type of ink are used?

The inks we use for printing are water-based and free of harmful chemicals. We take care to dispose of any left-over ink according to the ink supplier guidelines, so we’re not harming theenvironment.

Can the print on the garment fade?

We use mostly 100% cotton garments and high quality ink, so that the printing lasts longer. In the description of the products, you will always be informed how to take care of the garment you want to buy.

Thus the garment and the impression will have more durability, but the impression if not taken care of well, can disappear after multiple washes.

How should I wash my printed clothes?

Printed apparel (direct-to-garment)

We use the latest direct-to-garment (DTG) printing technology to offer a wide variety of printable garments and design color options. We use high-quality inks that won’t fade for a long time if taken care of properly.

Keep in mind that the original manufacturer’s care instructions don’t take into consideration the DTG printing process. So we suggest following the care instructions on this page to learn how to take care of your printed garments properly.

Printed apparel can be machine-washed cold, inside-out on a gentle cycle with a mild detergent and like colors. Use non-chlorine bleach only when necessary. You shouldn’t use any fabric softeners or dry-clean the items.

DTG-printed apparel can be tumble-dried on a low cycle, but hang-dry works best. When it comes to ironing, use cool iron inside-out. Don’t iron the print.

Follow these instructions carefully to avoid fading and cracking of the print, and shrinking the garment that can occur if you wash or dry it on a high setting.

Embroidered apparel

Embroidered apparel can be machine-washed cold, inside-out on a gentle cycle with a mild detergent and like colors. You can use a small amount of chlorine bleach, but non-chlorine is the safer option.

If you notice any color residue in water, rinse the garment in lukewarm water and then in cold several times, but try not to rub any stained embroidery. Embroidered clothing can also be dry-cleaned.

After washing, don’t leave the clothing to soak or lie in a pile while wet. Don’t wring out the embroidered items, but if you want to tumble-dry them, use a cool air setting.

If the garment needs ironing, do it inside-out, preferably between two pieces of cloth. You shouldn’t wet embroidery before ironing or use a steam iron.

Embroidered hats 

Embroidered hats and backpacks can be wiped clean with a damp cloth in the spots where it’s needed. Hats can be hand-washed cold if necessary.

Why does my garment smell like vinegar?

It is recommended to wash the garment before using it, since you can perceive a smell similar to vinegar or an off-white residue, do not worry, it is normal, it is due to a fixing agent that is applied during the printing process so that the ink sticks better. And the smell is not permanent, With the first wash the smell is removed.

What size are there?

The size of the garments is from the XS, S, M, L, XL. The size can change, it depends on the type of product

What is Fulfillment time?

Fulfillment time is the time it takes to make your custom-ordered product. Fulfillment time doesn’t include shipping.

5. Coronavirus

How are face mask meant to be use?

Our Face Masks are made from cloth, and they aren’t medical equipment. We offer them in 2 sizes that are sold in packs of 3. This product isn’t customizable, but you can add it to your store to resell. For now, they’re only fulfilled in Europe, but we’re planning on launching them in the US soon too.

The CDC now suggests wearing face cloth coverings in public settings where other social distancing measures are difficult to maintain. This additional safety measure helps protect others in case you have coronavirus, but don’t show any symptoms.

You should still follow other protective measures as well, and closely follow the latest recommendations from public health officials and the CDC to make an informed decision about how this product should be used for you and your customers.

Can I wash and reuse my Face Mask?

You can hand-wash the mask in warm water, or put it in a washing machine in up to 104°F (40°C). Don’t use fabric softener when washing the mask. The mask can be washed up to 50 times.

Can I return or exchange the Face Mask?

Face Masks can’t be returned or exchanged due to health and hygiene reasons.

Are there any shipping delays?

Yes, you can expect shipping delays. More countries are limiting passenger flights and closing their borders. While this doesn’t directly impact cargo, fewer passenger flights mean fewer transit options for shipments and longer lines at borders.

We’re in touch with our carriers and they’ll notify us of any more disruptions. We also recommend you follow your local news for any regional disruptions.

Are there any countries you don't ship to because of Covid-19? (Updated July 22, 2020)

We don’t ship to the following countries: American Samoa, Angola, Argentina, Azerbaijan, Bermuda, Bolivia, Botswana, Brunei, Cameroon, Cayman Islands, Chad, Chile, Colombia, Cook Islands, Costa Rica, Cuba, Curacao, Dem. Rep. Of Congo, Dominican Republic, Ecuador, Fiji, French Guiana, French Polynesia, Gambia, Guatemala, Guyana, Haiti, Honduras, Iraq, Ivory Coast, Jamaica, Kiribati, Kyrgyzstan, Laos, Liberia, Libya, Madagascar, Malawi,  Mauritania, Mauritius, Mongolia, Myanmar, Nepal, New Caledonia, Panama, Papua New Guinea, Paraguay, Peru, Rep. Of Congo, Rwanda, Seychelles, Sierra Leone, Solomon Islands, South Africa, Sudan,  Tajikistan, Tanzania, Timor-Leste, Tonga, Turkmenistan, Turks and Caicos Islands, Uganda, Uruguay, Uzbekistan, Vanuatu, Venezuela, Yemen, Zimbabwe.

We have started shipping to Bahrain, Benin, Burkina Faso, Burundi, Cape Verde, Curacao, Ethiopia, Faroe Islands, Ghana, Grenada, Guinea Bissau, Kenya, Lebanon, Lesotho, Maldives, Mozambique, Namibia, Nigeria, Pakistan, Sri Lanka, St. Martin, Suriname, Swaziland (Eswatini), Zambia.

This list is current as of July 22, 2020.

Our carriers will let us know when service will resume, or whether there are more disruptions.

Is it safe to receive packages from areas where Covid-19 has been reported?

This is what the World Health Organization recommends:

Yes. The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, traveled, and exposed to different conditions and temperature is also low.

¿DO YOU HAVE OTHER QUESTIONS?

If you have any questions, contact us and we will help you.

Original Online Graphic Apparel Store

Contact us

info@ruxi.shop

 

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