FAQ

Free Shipping: All UK orders qualify for free shipping with no minimum purchase required.

Here are the estimated delivery timeframes for all shipments:

• Order Cutoff Time: 5:00 PM (CET). Orders submitted after this time are processed on the next business day, which may extend the delivery timeline by one extra day.
• Processing Time: 1 to 3 business days (Monday through Friday). Once your order is processed, it will be handed off to one of our trusted delivery partners.
• Transit Duration: 4 to 9 business days (Monday to Friday).
• Total Estimated Delivery Time: Between 5 and 12 business days.

For more details, please visit our full Shipping Policy.

Please contact us at info@rueoak.com and our support team will assist you right away.

We work with reliable international and local carriers to ensure smooth delivery across the UK, including:

• Royal Mail
  
• Evri (Hermes)
  
• DPD
  
• DHL

After your order is dispatched, you’ll receive an email with a tracking number. You can use it to follow your parcel's progress via our Track your order page.

Once your order has been placed successfully, you’ll automatically receive a confirmation email with all the details.

Please also check your spam or promotions folder to make sure it didn’t land there.

If you haven’t received an email within a few hours, feel free to contact us.

Rue Oak offers a variety of secure and convenient payment options:

• Credit & Debit Cards: Visa, MasterCard, Maestro, American Express, UnionPay, Discover, Diners Club
• PayPal
• Apple Pay
• Google Pay
• Shop Pay

All payments are securely processed through Shopify Payments and PayPal, using SSL encryption to keep your details private and protected.

For more information, please refer to our Billing Terms and Conditions.

Orders can be cancelled within 12 hours of purchase, as long as they haven’t been shipped yet.

Once an order has been shipped, cancellation is no longer possible and our standard return process applies.

No worries — sometimes the email ends up in your spam or junk folder.

Please double-check there first, or search for info@rueoak.com in your inbox.

If you still can’t find it, just send us a quick message at info@rueoak.com and we’ll sort it out right away.

1. Reach out to us: Email info@rueoak.com with your order number and a brief reason for the return

2. Repack the item: Use the original packaging and include all tags, accessories, and paperwork

3. Send it back: After your return is approved, you’ll receive full instructions by email. You may use the shipping method recommended in that message.

For more details, please visit our full Return and refund policy.

• If the product is incorrect or faulty, you won’t pay any return shipping charges. This applies to incorrect, damaged, or defective items.
• If returning for personal reasons (change of mind, wrong size, etc.): The return shipping cost is the customer’s responsibility. This may include customs fees, courier charges, or taxes if applicable.

Items can be returned within 30 days of delivery. 

• Only new items are eligible for return
• Products must be unused and unwashed
• Items must be returned in original condition and packaging
• All original labels and tags must be attached
• Return window: 30 days from purchase date

Hygiene products (including underwear, socks, and swimwear) arenot eligible for return, unless a manufacturing defect is confirmed.
Sale items and made-to-order products can only be returned in case of defect.

You can easily reach us through:

• Email: info@rueoak.com
• Contact Form: Get in touch here
• Phone: +44 20 8040 0470

We aim to respond to all enquiries within 24 hours on business days.