FAQ

How can we help you?

Payments

We accept payments via Stripe and Pay Pal.

Shipping

We ship to Spain and all the other EU countries.
Please be advised that customs and duties are not included, and you are responsible for any extra fees your package collects via your chosen carrier.

We are Madrid (Spain) based and all our packages are sent by ourselves.

Please, be patient, we are a small company and all the orders are processed by our small team and sometimes it can take a little longer than usual.

Pre-saled items can not be returned, it has been specially created for you. We hope you understand 

If it’s not your case, find all the info here.

Returns

We will gladly accept returns for unused items — excluding undies and bodies— within 15 days of the purchase date. We offer refunds and store credit.

Customers are responsible for return shipping.

Undies — bottoms — and bodies cannot be returned due to hygiene reasons. We’re sure you understand! <3

We do not accept returns or exchanges on any final sale items or purchased through our pre-sale. If you feel you received a faulty item, please contact us.

To request a return, please contact hola@theruaintimates.com

To request a return and refund of an item(s), email hola@theruaintimates.com with your order number + “RETURN” as a subject and specify in the mail the items you would like to return and the reason you want to return them. 

Once approved, we will email you with the address to send it back to us. Please make sure it’s perfectly packed and send items back in their original packaging.

Remember customers are responsible for return shipping costs.

Undies and bodies are final sale and there are no exceptions. If you return undies without checking in with us, we will not refund you nor ship them back out. 

This is for the health and safety of our employees. We’re sure you understand! 🙂

We encourage you to be careful when choosing sizes and to email us if still unsure. We’ll be happy to help you!

* If you feel you received a faulty item, please contact us.

We have an extremely rigorous quality control program for all THE RÚA INTIMATES goodies, but all our garments are handcrafted by humans and we all make mistakes (even if we try really hard not to).

We’re here to help you! Please reach out to us with images within 15 days of placing your order if you think you’ve received a defective item and we will refund accordingly.
We will not be responsible for defects outside of our 15-day window.

If a promotional code or a sale is applied to the order placed, it cannot be returned. If you feel you received a faulty item, please contact us.