FAQ

Frequently Asked Questions

CONTACT OUR CUSTOMER SUPPORT

Mon - Fri: 8am-4pm PST | Sat: 9am - 12pm PST

cs@ruti.com
415-651-3331

Ruti Loyalty Rewards

What is RUTI Loyalty Rewards credit?

We thought about ways to give back and decided to credit you back on every purchase that you make to spend on whatever your heart desires.

We have 2 Loyalty Tiers: Gold and Diamond.

All customers enter Gold when they make an account with us on ruti.com, or shop online or in stores. You automatically earn 1 point for every dollar you spend at Ruti. 100 Points = $5 credit.

Diamond is a for VIP customers who have shopped $10,000+ in their lifetime. They have access to special perks and earn 1.5 points for every dollar spent.

Do my points expire?

Yes. Points expire after 1 year of inactivity beginning 6/12/23 (or your signup date).


To keep your points you must be considered an "Active User". You are considered "active" if you have shopped online or in stores, referred a friend, redeemed points, or created an account.

After 1 year of inactivity, customers will lose their accrued point balance. 

What is the difference between your 2 Loyalty Tiers?

Tier 1: Gold

Customers who shop online or in stores, or who make an account at ruti.com will automatically enter the Gold Tier.

PERKS:

- 1x point for every $1 spent

- 20% off birthday gift

- Free shipping on all domestic US orders

- One-time $30 gift when you make an account on ruti.com (in Loyalty Points)

Tier 2: Diamond

Customers who spend $10,000+ in their lifetime at Ruti automatically enter the Diamond Tier for life.

PERKS:

- 1.5x points for every $1 spent

- One-time $100 Gift when you enter tier (in Loyalty Points)

- 20% off birthday gift

- Free shipping on all domestic US order

- Exclusive eligibility to Sell Back Your Ruti Clothes for Loyalty Points

How do I sign up to earn RUTI Loyalty Rewards Credit?

If you have a Ruti.com account, you're automatically signed up to earn credit! Just make sure you're using that same email when you check out to accrue points.

If you shop in stores, ask your stylist about your RUTI loyalty credit.

How do I check my RUTI Loyalty Rewards Credit Balance?

Sign in to on RUTI.com and go to "ACCOUNT" and select "MY POINTS AND REWARDS".

How do I redeem my RUTI Loyalty Rewards Credit?

Make sure you're logged in to your RUTI account. During checkout, select how much you'd like to apply and the discount will automatically be added to your total.

MOBILE CHECKOUT:

Make sure you're logged in to your RUTI account. In the checkout, tap "Show Order Summary" at the top of your screen and you can add your points.

IMPORTANT:

Loyalty Points cannot be used on 3rd party checkouts (i.e. Facebook, Instagram, Shop App). Exit from 3rd party checkouts and checkout from our ruti.com site directly to redeem points.

Loyalty points cannot be combined with any discount codes.

You can also redeem your RUTI credit when you shop in any of our stores. Need someone to help you; email: cs@ruti.com and note if you prefer a callback or further directions over email.

I have/had an Inner Circle Membership, what Loyalty Tier am I in now?

If you've renewed/purchased an Inner Circle Membership after 6/12/22 you will remain in your Membership until your year ends. We will not be renewing any memberships at this time.

After your annual membership ends (dates will vary based on sign-up date), you will be automatically placed into the appropriate tier based on your lifetime spend.

If you are no longer an Active Inner Circle Member, you will be automatically placed into your Tier based on your lifetime spend.

How do I redeem my Loyalty Points from the Shop App?

Loyalty Points cannot be used on 3rd party checkouts (i.e. Facebook, Instagram, Shop App). Exit from 3rd party checkouts and checkout from our ruti.com site directly to redeem points.

If you're in the shop app, scroll to the bottom and click CHECK OUT AS GUEST

This will take you out of the Shop App and into our ruti.com checkout where you'll be prompted to use your points! Just make sure you're logged into your ruti.com account.

Can Loyalty Points be used with other promo codes?

No. Loyalty points are unable to be combined with any discount or promo codes.

Loyalty points can be used on sale items.

Do I get free shipping on all orders as a loyalty member?

As a loyalty member (Gold and Diamond tier!) you are eligible for free shipping on orders $100+.

If your order subtotal is under $100 after using loyalty points or a discount code you will not be eligible for free shipping.

Payment

Can I use a promo code on an item on sale?

Promo codes cannot be used on sale items.

Loyalty Points CAN be used on sale items.

What payment methods are accepted by RUTI?

RUTI accepts American Express, Visa, Mastercard, Discover, and of course, Ruti Gift Cards.

Can I combine promo codes?

We do not allow promo codes to be combined online.


Loyalty Points cannot be combined with promo codes.

Can I use Gift Cards on any purchase?

You may use gift cards on any purchase except for items on Pre Order.

Shipping

How quickly will I receive my order?

Please allow 48 hours for your order to process before it ships. Once it ships, your purchase will arrive in 7-10 business days, within the continental United States.

Refer to your shipment confirmation email to access your tracking number.

If an item is on Pre Order, process and shipping will be delayed based on date on the product's page.

Do I qualify for free shipping?

Customers are eligible for free shipping on orders $100+.

If your order subtotal is under $100 after using loyalty points or a discount code you will not be eligible for free shipping, regardless of your Loyalty Tier.

International

Do you ship internationally?

Yes, we ship internationally. The recipient (the party receiving the goods) is responsible for all custom fees and duties, including taxes, brokerage fees, and any other fees assessed at the border prior to delivery. The carrier will collect these charges at the time of delivery. If the recipient (the party receiving the goods) refuses delivery, all charges related to the return will be the responsibility of the customer and will be deducted from the customer's refund. To reduce potential costs associated with international shipping, we recommend selecting USPS as your shipping method at checkout.

What is your international return policy?

We are happy to accept returns for merchandise purchased on ruti.com that has not been worn, washed, or altered, with tags still attached and in the original packaging within 14 days of receiving your item.

For all international orders there is a $10 return fee.

Returned items are eligible for refund or store credit if return package is postmarked within 14 days of receiving your order.

Any international order postmarked for return between 15-30 days after receiving original order will only be eligible for store credit.

We do not accept exchanges for international orders at this time.

To start the returns process, please use our RETURNS PORTAL to receive a return label for your order.

Please note that the shipping costs paid at the time of the order will not be refunded.

Prepaid duties and taxes are forwarded to your local customs authority and therefore, are non-refundable. As only the recipient of an order can claim these fees back, please contact your local customs office directly with copies of the returns paperwork.

Returns & Exchanges

What is RUTI's shipping & returns policy?

SHIPPING
We offer Free Shipping on any purchase over $100.* Your purchase will arrive in 7-10 business days, within the continental United States.
*If order total is under $100 after discounts/loyalty, shipping will be charged.

RETURNS
We want you to love your Ruti items. So if there's anything that just doesn't work for you, of course we will accept a return. 
All products discounted 50% off or more are final sale.

Online Purchase Return Policy
A free return label will be provided digitally at: shopruti.loopreturns.com
For items purchased online:
Because we understand you have not tried on these garments prior to purchase, we allow full refund when you send your items back to us within 14 days from receiving your shipment, unless it is a final sale. Any return sent back beyond 14 days from the customer receiving it is only eligible for a store credit. We are sorry, but any items beyond 30 days are not eligible for returns. Any items 50% off or more are Final Sale.

Final Sale
Final sale items are any that are discounted 50% off or more
Only items in new, unworn condition with tags attached may be returned. 
Upon receipt of returned goods, RUTI.com reserves the right to deny the return, if the item/s do not meet the policy requirements above.

Learn more here: https://ruti.com/pages/shipping-returns

What is RUTI's exchange policy?

RUTI offers exchanges on purchases made on RUTI.com both in our stores and by mail within 14 days of delivery. Items received for exchange after 14 days will be sent back to the customer. Please send exchange merchandise to: RUTI Inc., Returns and Exchanges, 1300 Elmer St., Suite B, Belmont, CA 94002. All exchanges by mail must include the original packing slip or a copy of your confirmation email. Please also indicate what item you are exchanging for.

How do I compost my shipping package?

In an effort to have a smaller carbon footprint, our "Get Ready to Fall in Love" shipping bags are 100% compostable. Please take off the mailing label and dispose of just the black bag in your at-home compost.

Our cardboard boxes are recyclable.

Do you offer price adjustments?

We will honor a one-time price adjustment on full-price merchandise within seven days of the retail purchase or online order date accompanied by the original receipt. Items not purchased at full price are ineligible for price adjustments. Orders already placed with a coupon or promotion are also ineligible for additional discounts. Promotions and coupons cannot be applied to previous purchases.

Gift Card

Can I get a refund of the remaining balance on my Gift Card?

The balance of Gift Cards may not be refunded or exchanged for cash.

Can I use my physical Gift Card online?

Yes! You can use gift cards in our stores or online.

What happens if I lose my Gift Card?

The Gift Card is a bearer document. Unfortunately, we are unable to replace the card if it is lost or stolen.

Where can I purchase a RUTI Gift Card?

We offer both physical and electronic Gift Cards. RUTI Gift Cards can be purchased in any RUTI store or on our website.

Can I use Gift Cards on any purchase?

You may use gift cards on any purchase except for items on Pre Order.

Fit & Sizing

How do I find my size?

Use this size guide to help find your best fit! If you have further questions, don't hesitate to reach out to us at cs@ruti.com or hop on a live video chat!

Ruti Size Chart

How to Measure

Bust: Measure around the fullest part of bust.

Waist: Measure around natural waistline, keeping the tape comfortable loose and slightly above navel and below rib cage.

Hips: Stand with heels together and measure around the fullest part of hips.

 

Petites:

Rise: 1/2" shorter at front and back 

Inseam: 2" shorter

Petites have only a difference in rise and length. Waist and hip are the same measurements as standard sizes.

I need some extra help and advice on what size and style works best for me.

We have dedicated stylists to help our online customers. Our Ruti Stylist Experts Pavlina, Allisyn, and Chelsea will be happy to help you find your best fit.

Reach them in any of the channels below:

Tues - Sat: 9am-5pm PST

cs@ruti.com
415-651-3331


Live Video Chat in our Virtual Showroom

Live Chat: Click the chat option in the corner of your screen.

Warranty & Repairs

What is RUTI's warranty & repair policy for handbags & other leather accessories?

Subject to applicable conditions and exclusions, handbags and other leather accessories are protected from the original date of purchase by a 3 month limited warranty (proof of purchase is required). If the handbag or other leather accessory proves to be defective in material or workmanship under normal use anytime within the first three months from purchase date, we will offer to repair the defective item if possible. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive store credit if the item cannot be repaired or replaced. Please note that items that are damaged as a result of wear and tear are not considered to be defective. Leather goods may vary in color and texture; this is what makes each piece special and unique. After some time, the leather may become slightly darker in color due to contact with sunlight and natural oils from your skin. The patina that leather may acquire over time enhances the natural look of the item and is considered normal wear.

What is RUTI's warranty and repair policy for jewelry?

Subject to applicable conditions and exclusions, jewelry is protected from the original date of purchase by a 6 month limited warranty (proof of purchase is required). If the jewelry proves to be defective in material or workmanship under normal use anytime within the first three months from purchase date, we will offer to repair the defective item if possible. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive store credit if the item cannot be repaired or replaced. Please note that items that are damaged as a result of wear and tear are not considered to be defective. RUTI jewelry is made from high quality components that are subject to normal wear and tear over time. It is best to apply perfume and cosmetics prior to putting on your jewelry. To clean each piece of jewelry, wipe with a soft cloth. Keep your jewelry away from moisture as it accelerates tarnish. Do not expose leather to water. We recommend storing your jewelry in a clean, dry place.

Sell Backs

What is a Sell Back?

Diamond Tier Loyalty Customers and active Inner Circle Members can sell their gently worn Ruti items back to us for credit back to spend on your next Ruti purchase.

Items are donated. Good for you, good for the planet!

Who is eligible to Sell Back clothing?

The Sell Back Program is exclusive for Diamond Tier Customers and active Inner Circle Members.

We are phasing out our Inner Circle Membership and are not renewing active members. If you have an active membership (paid the $295 fee after 6/13/22) it will not be renewed after your term ends.

What type of items can I sell back?

Any Ruti labeled clothing garment originally purchased at Ruti, excluding any leggings, any tanks, any camisoles, shoes, jewelry, and bags.

In order to donate or resell to women in need, Sell Back items must be in wearable condition

If your item does not qualify for credit (unwearable, not a qualifying item, etc) we are unable to return it to you.

Once items are sent to us, they cannot be returned back to you.

Refer a Friend

How can I refer a friend?

Give $55, Get $55!

By Submitting a referral, you're agreeing to our terms listed below:

Referral Policy: Refer a friend who's never shopped at Ruti and you'll earn $55 in loyalty points when they spend $100+.

Refer a friend here: https://ruti.com/pages/refer-a-friend

You can refer as many people as you like!

Note: Referred people MUST use the unique link emailed to them when you submit their email in the form.

The Ruti Referral program cannot be applied retroactively. Must be processed through the widget here: https://ruti.com/pages/refer-a-friend

When will I earn my $55 for referring someone?

You'll earn your $55 when your friend shops using the unique link sent to them via email on an order $100+.

Your credit will automatically deposit into your loyalty account.

Pre Orders

What is a Pre Order?

An item on Pre Order will be available to purchase while its on its way to us from production!

This means you get first access to an item before it's hit our stores' shelves.

All items on Pre Order will be notated on its product page online with an estimated ship week.

When can I expect my Pre Order?

All items on Pre Order have varying estimated ship dates.

You can also check your Pre Order item status here. Log in with the email you placed the order with.

Note: Pre Order estimated ship dates are approximations. If an item is delayed more than 10 days we'll notify customers via email.

Can I cancel my Pre Order item?

Yes, you must email us via cs@ruti.com to request a cancellation.

Note if you cancel an item on Pre Order and wish to reorder, you will be placed at the end of the queue as all Pre Orders are fulfilled based on date ordered priority.