FAQ

Shopping

How can I make a purchase?
For each item you wish to buy, select your size and click the ‘Add to bag’ button. When you are finished shopping, you can review the item(s) in your shopping bag by selecting ‘My bag’ at the top of the page. If you change your mind about an item, you can delete it from your shopping bag by selecting ‘Remove’. Click on ‘Proceed purchase’ to complete your order.

How do I know what is in stock?
All items are in stock unless ‘coming soon’ or 'sold out' is displayed. Please note that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.

Which size am I?
Rueblanche.com uses an European sizing guide to convert the sizes of other countries into our own. To find out your Rue Blanche size including corresponding measurements, please refer to the sizing guide that is available on every product page in the category ‘Size & fit’. In addition, our customer care team can answer all your questions regarding sizing and fit.

How to use a coupon code?
If you have received a coupon code, you just need to insert it in the box ‘Coupon Code’ located on My Bag page (right before proceeding the payment). The reduction is then automatically deducted.

 

Payment

Is it safe to use my credit card?
We assure you that shopping on Rueblanche.com is as secure experience as in a real store. For the security of your payments, we are working with Atos Worldline Company. The security system used by Atos Worldline is one of the most reliable and safest in the world. Rue Blanche does not have access to confidential payment data of its customers and cannot keep them.

What payment methods does Rueblanche.com accept?
We accept Visa, MasterCard, Maestro debit or credit card.

Do I have to pay duties and taxes?
No additional taxes or customs duties are charged for items that are shipped within the European Union. The item prices and delivery costs include VAT.

 

Delivery

Where can I have my order delivered?
We can deliver your order to any home or work address in one of the above countries. Please be aware that we cannot deliver to post office boxes. 

Can I change my shipping address?
We are unable to redirect orders to a different address after shipment. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

How soon can I get my order?
We aim to ship your order within one day after receiving your payment. It takes 2-3 working days to deliver your order (excluding Belgian bank holidays). All orders will be delivered by our courier partner, from 8am-5pm, Monday to Friday and will require a signature upon receipt. For Belgium we offer free delivery to our brand stores. Please note that your order will only be shipped once payment and delivery details have been approved.

Can one order be delivered to multiple addresses? 
You can only deliver to one address per order. If your order contains gifts or items that require delivery to multiple locations, you will need to place separate orders for each address.

Can I receive an order placed on this website in a Rue Blanche shop?
No, this is not possible.

Which countries does Rueblanche.com deliver to?
Rueblanche.com delivers to the following EU countries:

• Austria
• Belgium
• Bulgaria
• Czech Republic
• Denmark
• Estonia
• Finland
• France
• Germany
• Hungary
• Ireland
• Italy
• Latvia
• Lithuania
• Luxembourg
• Netherlands
• Poland
• Portugal
• Romania
• Slovakia
• Slovenia
• Spain
• Sweden
• United Kingdom

 

Orders

How will I know if you received my order?
Once you have placed your order, we will send you an email confirming it has been received. In the rare instance that any of the items you have ordered are not available, our customer care team will contact you and will refund you the difference.

Can I track my order?
Once your order has been shipped, you will receive a shipping confirmation containing a tracking number and link to the courier. To track your order visit the link and enter the tracking number. With this service you can track your order at any time.

Can I add items to an existing order?
Unfortunately it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

Do I need to sign for my order?
We require a signature upon receipt of delivery. Once this occurs, responsibility for your purchased item(s) passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package.

What packaging will my order be delivered in?
All orders all packed with attention to detail. Your items will be wrapped in silk paper and packed in a signed Rue Blanche bag or box, depending on the volume of the order. The total order will be sent in a non-branded box.

 

Exchanges & Returns

How can I send the items back?
When filling in the return form placed in your parcel, you can choose to have the items picked-up for free by our carrier partner. You have to complete the form by indicating your email address, your order number, then you have to specify the items you want to return or exchange.

We offer Free Returns service for the 14 countries below:

• Luxembourg
• Nederland
• France 
• Germany 
• United Kingdom
• Italy 
• Spain 
• Finland
• Ireland 
• Czech Republic 
• Estonia 
• Malta 
• Slovakia
• Slovenia

Use the “Easy return” label that will be placed in the parcel to return the article without any delivery costs.

Regarding the other European countries, we are currently not able to cover the return costs. For those countries, please ship back the article(s) to our office at this following address:

Rijshout 3
1702 Groot-Bijgaarden
BELGIUM 

When does Rueblanche.com ship my new items?
As soon as we have received your return, it takes 2-3 working days to deliver your new items. In the unlikely event that the new items would not be available, you will be notified by e-mail and you will be refunded automatically.  When will I be refunded?
As soon as we have received your return, you will be refunded within 30 calendar days.

Will the full amount of my order be refunded?
We will refund the total value of the returned items. Please note that the original shipping costs will not be refunded.

How to return ordered items in a brand store?
Initially, you won't be able to exchange or return your items in our brand stores.

 

Privacy

Is my personal information kept private?
We will only provide third parties the information which they strictly need to carry out their jobs. They will only be allowed to use your information for the performance of the sales agreement between you and us and they will not have the right to use it for any other purposes, unless you have given your express consent.

In order to process your order and deliver your purchases, we may pass relevant personal data to the couriers, storage facilities, banks and credit card service providers that we use, as well as to the Rue blanche owner.  For example, in addition to your name, address and e-mail address, our courier will be given your telephone number in case he needs to update you on the delivery date or time of your order.

In case of fraud prevention verifications, we may transfer your information not only to the banks and credit card service providers but also to the official authorities. At all times where we disclose your information for the purposes of fraud prevention, it will remain secure. 

We will store personal data no longer than is reasonably necessary for the purposes set out in this Privacy Policy. We only process but do not store your credit card information.

We will never sell your details to a third party for marketing purposes.

What about cookies on my computer?
In order to improve your experience when shopping on the website we use cookies. A cookie is a piece of information that our website will place on your computer’s hard drive to track your movements while you are on the website. It will also recognize your IP address when you visit our website again.

Cookies are stored in order for us to continually improve our website and provide a convenient on-line shopping experience for you. They are mainly used for marketing purposes, but they are also used to tell us what country you are coming from so we can make sure that prices are displayed in the correct currency and pages in the correct language.