Help & FAQs
These answers cover the usual questions about shopping with RUE MARIELLE. The linked policies explain the full delivery and return terms.
What currency will I pay in?
The store uses US dollars (USD). Review the product price, shipping charge and final total shown at checkout before submitting payment.
How much is shipping to the United States?
Standard US shipping is US$4.99 when the qualifying merchandise subtotal is below US$49.99. It is free at US$49.99 or more. The shipping fee itself does not count towards the threshold. See the Shipping policy for the full terms.
Does the delivery estimate include preparation?
Yes. Preparation takes 2-3 business days. Estimated US delivery is 7-10 business days from the order date, including preparation, rather than 7-10 days plus another preparation period. Weekends, applicable holidays, customs processing and carrier delays can affect delivery.
Where does my order ship from?
Orders dispatch from Kowloon, Hong Kong. Our company and dispatch address appears in the Shipping policy.
How do I choose a size?
Check the measurements and product details for the particular style. Letter sizes can vary between garments. If you need help with information on a product page, email service@ruemarielle.com and include the product name or link, colour and size you are considering.
Can I change my address or cancel an order?
Contact us promptly with the order number and the correction or cancellation request. We will check its preparation and shipment status before explaining what can still be changed. A request does not automatically stop preparation or dispatch.
What if my parcel is late or marked as delivered?
Check the order address and any carrier update you have received. If a parcel marked as delivered cannot be located, check delivery notes and the usual safe places at the address, then contact us with the order number and tracking reference. We will help investigate.
Can I return something I do not like?
Yes. Request the return within 30 calendar days of receiving your order. For a change of mind or another reason not caused by us, you pay only the cost of shipping it back. We do not charge a restocking or other return-processing fee.
Where do returns go?
Returns go to our company address in Kowloon, Hong Kong. This can involve international return postage if you are sending an item from the United States or another country. Email us before posting, and read the Returns and refunds policy for the address and process.
What should I do about a damaged or incorrect item?
Email us with the order number and describe what happened. Photos, if available, can help. Keep relevant packaging and contact us before paying for return postage so we can review the issue and explain the next steps.
When will my refund be processed?
We process the refund within 10 calendar days after inspecting the returned item. Your bank or payment provider may take additional time to display the credit. Include your order number and return tracking reference if you contact us for an update.
Can I order from outside the United States?
Enter your destination at checkout to see the available shipping methods and charges. The published US rate and delivery estimate do not automatically apply to other countries. If checkout offers no method for your address, we cannot accept an online order for that destination.
How do I contact customer care?
Email service@ruemarielle.com or use our contact form. Include an order number for an existing purchase, or a product link for a sizing or product question. Do not include full card details, passwords or identity documents.