What size should I wear?
If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products. Or you can contact us; firstname.lastname@example.org, we'll be happy to help. :)
Do you have a “gift” option?
Yes, we have a special package for gifts, it has a 5€ cost and you can write a message for the special one.
What’s the status of my order?
Once your order is placed, you will receive a confirmation email. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
What if something I ordered arrived damaged?
Oh no! Contact us right away, email@example.com.
My package is lost! What do I do?
At rust & may, we take pride in delivering your orders accurately and on time. We understand that sometimes unforeseen circumstances can impact the delivery process. In such cases, we want to assure our customers that we take full responsibility for ensuring that your order reaches you.
Please note that if a package is lost or undeliverable due to an incorrect shipping address provided by the customer, we hold no liability for the loss, and the customer will be responsible for any additional shipping costs associated with resending the package. We strongly encourage customers to double-check and verify their shipping address during the checkout process.
What if my package was returned to sender?
We want to ensure that your order reaches you in a timely manner. If a delivery attempt is unsuccessful because the customer was not available to receive the package or if the provided shipping address was incorrect, the order will be returned to us.
In such cases, we will make every effort to contact you to arrange for a new delivery attempt. However, please note that any additional shipping costs incurred due to a missed delivery or incorrect address will be the responsibility of the customer. We will provide you with the details of the new shipping cost and payment instructions. Once the shipping fee is paid, we will promptly reship your order.
Do you ship to my country?
We ship worlwide except for Brazil and Russia, due to customs limitations
What payment methods do you accept?
We accept Google Pay, Apple Pay, Mastercard, Visa, Paypal, Multibanco and MBWAY.
Can I return a customized order?
Sorry, but no.
What if I want to return/exchange an item (non customized)?
To start a refund or exchange, please send us an email to firstname.lastname@example.org with the following information:
- Indication if it is an EXCHANGE or RETURN
- Model and size of the piece you want to return/exchange and model and size of the new piece you want to be sent .
- Order number #0000
- Phone number
We have a 14 day returns policy, which means you have 14 days after receiving your order to request a return/exchange by email and send your order to the warehouse. To be eligible for a return or exchange, your item must be in the same condition you received it, undamaged or used, with the tag and in the original packaging.
As soon as we receive the order and confirm that it is in perfect condition, we will issue a refund. Refunds will be made using the same payment method that the order was placed with, and it may take up to 14 days for the money to be available in the customer's account.
Shipping fees are non-refundable in the case of returns.
In case of Exchange, we offer a Direct Exchange Service in collaboration with MRW Couriers, for 4,50€. We can schedule a pickup with MRW Couriers at a time that is convenient for you. The MRW courier will come directly to your provided address to collect the item you wish to exchange and delivers the requested item.
This service is free on orders over 200€.