CUSTOMER SERVICE | Ruscoe Lagos Bustenera-Kirby

PRICE AND PAYMENTS

You can choose your currency from the top toolbar.

Discount codes & any shipping costs are calculated during checkout, before payment. Orders may be subject to local taxes or duties depending on the Tax rules of the country of delivery, Ruscoe/RuscoeArtfashion take no responsibility for charges incurred at the receiver's end.

SHIPPING

Spain - 25€, Free for over 200€ purchase spent

Rest of the world - 40€, Free for over 400€ spent

Shipping costs will vary and can be more for garments that are made to measure, like wedding gowns etc. (not on the Ready to Wear page), please email or contact Ruscoe.

DELIVERY TIMING

Orders will be processed within standard business hours (Mon – Fri, 10 am – 5pm). Any orders received outside of these times will be processed the next business working day. Processing of your order may take up to 48 working hours. Shipping estimates are additional to this processing time.

If your garment is made to measure or made to order, an additional 3-5 working days are added on top of the 48 hours processing time. The timeframe will depend on the complexity of the garment and the availability of fabric. We will email you at once and separately for this information and arrangement.

We will email you a confirmation and your tracking number once your order has been dispatched.

Remember that deliveries are only on working days.

STOCK AVAILABILITY

Should your ordered item/s be unavailable, we will contact you within 24 hours.
If an item or size is out of stock or unavailable online you may be able to place a Special Order. Contact us by email using the contact page or directly email ruscoe@ruscoeartfashion.com to enquire about this service.

SPECIAL ORDERS/MADE-TO-ORDER

If your garment is made-to-measure or made-to-order, it will take 1-2 weeks to produce and ship. This is from the time both parties agreed/locked in size and design and a 50% deposit has been made by the customer. The exact timeframe will depend on the complexity of the garment and the availability of fabric. All designs are "fabrics subject to availability" and are on a first-come first-served basis.

A Made-to-Measure form is required to be completed and signed by both parties to go into full production. Full communication and updates will be sent whilst the garment is in production. Once the garment/product is ready to be picked up or shipped, the customer will have to pay the remaining balance before releasing the garment/product.

CANCELLATION POLICY

Once an order has been placed you may not cancel the order as goods are often packaged and shipped the same day. Please select carefully before placing an order.

RETURNS AND EXCHANGE

You may return a product within 14 days of purchase. This is only valid for full priced garments. Items must be returned unused, unaltered, and unwashed. All original packaging and labelling must be returned in good condition. Return shipping charges are at the customer's expense. In the case of a full refund, we hold the right to keep 10 Euros for original postage and packaging costs. Refunds can take up to 14 days to process. Customers will be refunded with a store credit.

Please note: We must receive the item within the 14 day period.

If you wish to exchange an item please email us as soon as possible to reserve another item. Any subsequent shipping or return charges will be at the customer's expense.

If you purchased a faulty garment we will do our best to repair, replace or refund the purchase amount. Please check your garments on the initial receipt. The item must be returned unworn and unwashed. All original packaging and labelling must be returned in good condition. Return shipping will be reimbursed to the customer on receipt of returned goods.

We do not accept returns for the wrong fit/size of any couture or made-to-measure or made-to-order garment, which are uniquely made for a single size/measurement. Please be sure to check RUSCOE measurements before purchasing the garment. You may email or contact us to make sure the garment will fit you. We can slightly alter the couture garment to fit at an extra cost, but this depends on the availability of the materials as well. It will take 5-7 days to do the alteration.

SEND YOUR PACKAGE TO:

Ruscoe Bustenera-Kirby

Urbanizacion Nueva Atalaya

Casa 17, Adosadas 49

Estepona 29688

Spain

RENTING A GARMENT

Some garments are available to rent. You will see this in the description of the dress of you can enquire at ruscoe@ruscoeartfashion.com.

For renting garments, you will have to complete an agreement form sent to you upon contact or enquiry. Basics and important information know about this agreement are the following:

Garments can not be altered to your measurement so what's available is what you can rent.
Please allow extra 2 working days on top of 48 hours processing time for your order to be shipped. The extra two days will be for completing and approving your enquiry and agreement form.
If there are any unrepairable damage to the garment e.g. a hole in a mesh garment or fabric, the customer will have to purchase the garment and pay the full price of the garment less rental fee.
If there are repairable damage to the garment e.g. torn seam and can be re-sewn, then the customer will have to pay for the repair quoted.
Customer will shoulder shipment fees to return the garment.
Customer is given 15 days to keep the garment (including cleaning and return shipping).
Customer is responsible for dry clean, cleaning, making sure the garment is in an excellent condition before returning.

YOUR MEASUREMENTS

Your measurements are very important. Please follow the guidelines or refer to the size measurements on our "How to Measure" page. You will be charged for any alterations if you placed the wrong measurements.