FAQ

ABOUT PRODUCTS

Are your products authentic?

Yes. Ruze Shoes guarantees that every product we sell is 100% authentic. Our inventory is sourced through trusted brands, manufacturers, and established suppliers, and each item is carefully reviewed before purchasing to help ensure it meets our standards for authenticity. If you have questions about a specific product before placing your order, please contact our Customer Service team

Where do you get your merchandise?

Ruze Shoes sources footwear through long-standing relationships with brands, manufacturers, and trusted suppliers. Our buying team carefully curates a diverse selection of popular, high-quality, and distinctive styles across a wide range of trusted brands.

Why do I need to create an account?

Creating a Ruze Shoes account makes shopping and order management easier. Your account allows you to securely save your shipping information, view order history, track shipments, access eligible return or exchange requests, and check out faster on future purchases. We collect information such as your name, shipping address, phone number, and email address to process and deliver your order, provide customer support, and communicate important order updates. For more information about how we collect, use, and protect your information, please review the Ruze Shoes Privacy Policy.

What is your coupon code policy?

Ruze Shoes periodically offers coupon codes and exclusive promotions to newsletter subscribers and eligible customers. To receive updates on upcoming offers, please sign up for our newsletter. Coupon codes must be entered and successfully applied at checkout before an order is submitted. We are unable to add, apply, or adjust coupon codes after an order has been placed, and coupon codes cannot be applied retroactively to previous orders. Unless otherwise stated, coupon codes may not be combined with other promotions, discounts, rewards points or offers. Additional exclusions, expiration dates, minimum purchase requirements, and product restrictions may apply.

SHIPPING FAQ'S

How can I track my order?

Once your order has shipped, Ruze Shoes will send a shipping confirmation email with your tracking number and a link to follow your package’s delivery status. Please allow up to 24–48 hours after shipment for tracking information to appear or update on the carrier’s website. If you cannot locate your shipping confirmation email, please check your Spam, Junk, or Promotions folder, or contact our Customer Service team for assistance.

Do you offer free shipping?

Ruze Shoes offers FREE Standard Shipping on eligible shoes or boots priced at $25.00 or more. For shoes or boots priced below $25.00, a shipping charge of approximately $5.00 to $8.00 may apply. The exact shipping cost will be calculated and clearly displayed at checkout before you complete your purchase. Shipping rates may vary based on the delivery address, selected shipping method, package details, and current carrier rates. From time to time, we may update our shipping rates or free-shipping eligibility for future orders to reflect these factors. Any updates will not affect orders that have already been placed and paid for.

Do you ship Internationally?

Yes. Ruze Shoes offers international shipping to select destinations. To view available international shipping services and rates, add your item(s) to the cart and enter your shipping address at checkout. Available shipping methods, estimated delivery timeframes, and shipping charges will be displayed based on your delivery destination and selected shipping option. International customers are responsible for any applicable customs duties, import taxes, tariffs, brokerage fees, or other charges assessed by their destination country, unless those charges are specifically collected and displayed at checkout. These charges are separate from the product price and shipping fee and may be required before delivery can be completed. International delivery dates are estimates and may be affected by carrier delays, customs processing, or other circumstances outside Ruze Shoes’ control. Ruze Shoes is not responsible for delays caused by customs or for orders that are refused or abandoned because applicable import charges were not paid.

PAYMENT FAQ'S

What form of payments do you take?

Ruze Shoes accepts major credit and debit cards, including Visa, Mastercard, Discover, and American Express, as well as PayPal. Available payment options will be displayed during checkout. All payments are processed through our secure checkout system. Ruze Shoes does not accept cash, money orders, cashier’s checks, personal checks, or business checks for online purchases.

Do you charge sales tax?

Yes. Ruze Shoes collects sales tax where required by applicable law. The amount of sales tax charged is determined by the shipping destination, applicable state and local tax rates, and the items in your order. For orders shipped to California, the applicable sales tax rate varies by delivery address and may include state, local, and district taxes. The final tax amount will be calculated and displayed during checkout before your order is submitted. Tax rates and applicable tax rules may change. If you have questions about the sales tax charged on your order, please contact our Customer Service team.

How do I know when my payment is received?

Once your payment has been successfully submitted, you will receive an order confirmation email confirming that your order has been placed. This email will include your order number and a summary of your purchase. Please note that receiving an order confirmation does not guarantee acceptance of the order. Payment authorization and order details may be reviewed before processing. If there is an issue with your payment or order, our Customer Service team will contact you using the email address provided at checkout.

RETURN AND EXCHANGE POLICY FAQ'S

What is your U.S. return policy?

Ruze Shoes accepts eligible returns from customers within the United States within 30 days of delivery. To qualify for a refund, items must be returned unworn, in their original condition, and with all original packaging included. Customers are generally responsible for return-shipping costs unless they received an incorrect item or an item that is verified as damaged or defective. If a prepaid return label is provided, the item must be shipped within 7 days of receiving the label. Refunds are issued to the original payment method or as store credit, as applicable. Once a return is received and approved, Ruze Shoes processes the refund within 48-72 hours; your financial institution may require additional time to post the credit. For complete return eligibility, exclusions, exchange information, and instructions, please visit our Return Policy page.

What is your international return and exchange policy?

All international orders are final sale. Ruze Shoes does not accept returns, refunds, or exchanges for orders shipped outside of the United States. Please review product details, sizing information, and your shipping address carefully before placing an international order. Ruze Shoes is not responsible for international return-shipping costs, customs duties, import taxes, or fees associated with refused or undeliverable international shipments.

Is there a restocking fee?

No. Ruze Shoes does not charge a restocking fee for eligible returns. Please note that original shipping charges are non-refundable, and customers may be responsible for return-shipping costs unless otherwise stated in our Return Policy.

What do I have to include in my package when I send my shoes back for a refund?

Please return the shoes in unworn, original condition and include the original manufacturer’s shoebox and any required return authorization, form, or documentation provided through our returns portal. Place the original shoebox inside a separate, secure shipping box or mailer. Do not write on, tape, label, or attach shipping labels directly to the manufacturer’s shoebox, as damage to the original packaging may affect return eligibility. Please ensure the item returned matches the item approved in your return request. Returns that do not meet these requirements may be denied.

How long does it take for you to process my refund?

Once your return is received and inspected, Ruze Shoes will process eligible refunds within 48–72 hours. After the refund has been processed, you will receive a confirmation email. Please allow additional time for your bank, credit-card issuer, or payment provider to post the credit to your account; this may take up to 10 business days, depending on the payment method and financial institution.

How do I exchange my item?

To request an exchange, begin by submitting an exchange request through the Ruze Shoes online returns portal. Select the item you would like to exchange and choose from the available exchange options. To be eligible, items must be submitted within 30 days of delivery and returned unworn, in original condition, with the original manufacturer’s packaging. Once your exchange request is approved, follow the return instructions and use the provided return label when applicable. Please note that product availability is not guaranteed until the exchange order is processed. Items received through an exchange are not eligible for an additional direct exchange. If you need a different item after an exchange, the exchanged item must be returned first in accordance with our Return Policy; any eligible refund or store credit may then be used toward a new order.