Hi, how can I help you?
Shopping at RUANA should be an easy and simple process, but we understand that some questions may arise.
If you need to contact us, please use the form below. We will let you know when your email has been received and get back to you with an answer as soon as we can.
Kindly provide us with the information below, so we can provide the best service and answer your question the best we can. Check how we process your data here.
You can also chat with us. When we are not there just drop us a message ❤️
Frequently asked questions
Do you have a store?
You can find our collections at Curated by Edo, Lange Koepoortstraat 64, 2000 Antwerp, Belgium and The Canvas by Querencia, 250 Bowery, New York, NY 10012, United States. The opening hours at Curated by Edo are Wednesday to Saturday from 11 am to 6 pm and every first Sunday of the month. You can shop at The Canvas from Thursday to Monday from 1 pm to 6 pm
Do you offer free shipping?
We offer free shipping with orders over 250 euros.
Do you ship worldwide?
Yes, we ship worldwide. Simply select your country at checkout to see shipping options and rates for your country. Local taxes and charges may apply.
What are your shipping options and your delivery periods?
Delivery times and costs depend on country selection and type of delivery selected. We offer the following types of delivery:
Store Pickup: 3 – 5 working days – FREE – Location: Curated by Edo, Lange Koepoortstraat 64, 2000 Antwerp.
Standard Home Delivery (Belgium): 3 – 5 working days – €5,99
Standard Home Delivery (Netherlands): 3 – 5 working days – €9,99
Standard Home Delivery (Europe): 3 – 7 working days – €12,99
Standard Home Delivery (World): 3 – 7 working days – €19,99
If choosing for Standard Delivery, your product will be shipped to your home with bPost (domestic) or UPS (world). Please note that we are not responsible for postal delays due to holidays or service interruptions. Local charges for world delivery may apply.
What payment methods are accepted?
We accept PayPal, Bancontact, iDeal and Klarna as well as major credit cards such as Visa, Mastercard, American Express, etc.
Can I return my item?
We want you to love your purchase. If you are not completely satisfied for some reason, get in touch with us. We always appreciate your feedback and comments. You can return your item(s) within 14 calendar days after delivery. Goods must be unworn, have all original labels and tags attached and be returned in their original condition and packaging. Refunds will be processed upon receipt of your item(s). Delivery costs for returns will be your responsibility.
Can I exchange my item?
In order to exchange an item, you need to return it first by following the instructions above. Please email us at email@example.com to let us know of your exchange details. You will receive a free shipping code in order for us to send your replacement at no additional charge. After receiving your free shipping code, order your new item on our website.
Can I return or exchange sales items?
To return or exchange regular sales items, follow the instructions above. However, all archive sales are final. Archive sales items cannot be returned. If you wish to exchange an archive sales item with a different size, email us at firstname.lastname@example.org. We will process your exchange only if the product is still in stock in a different size. The delivery cost of returning your item will be your responsibility. We will send your replacement at no additional charge.
How do I care for my (alpaca) garment?
Be gentle with your precious garment. Every RUANA piece is made of delicate alpaca fiber and therefore needs special care. Keep in mind that alpaca is an anti-bacterial, odor-resistant and stain-resistant fiber that does not need to be cleaned often. Hand wash is recommended for all alpaca garments. Our MUNDO by RUANA collections are made with natural materials only, such as organic cotton, pima cotton, linen, tencel and vegetable viscose. Clothing made of natural materials requires less washing as it retains less odors in comparison to synthetic fibers. Machine wash your item on a gentle cycle with cold water. Visit our “Caring for your garment” section for more instructions.
How can I get discounts for future purchases?
You can get a 10% discount when signing up to our newsletter. In addition, writing a product review for your favorite product will entitle you to receive a 10% discount code by email for your next purchase. When you share a picture of your purchase via social media channels and tag us at @ruana.mundo, you will enter the chance to win a 20 euro voucher every month. Winners are announced via social media. Lastly, get a 15% discount on our website when you buy 3 items to complete your look.