rulily
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Products & Prices

Orders

Shipping & Delivery

Payments

Refund Policy

Products & Prices

Every item that you purchase on Rulily is a product or a variant of a product sold onTaobao.comthat has more competitive price than Amazon.

The total price of each product includes product price and shipping fee. Product price is the one listed in Taobao and we mark it as US dollars for international payment.

Orders

1.How do I cancel an order?

You can cancel your paid order before we ship it out and we will make full refund. For unpaid orders,you no longer need to manually cancel them as it will be automatically cancelled if you don’t make a payment within 24 hours of order placement.

2.How do I check the order status?

You can go toMy rulily > My Ordersto check your order status.

Shipping & Delivery

1.What are the delivery options?

Currently we support the following express shipping options: UPS, FedEx, DHL, TNT, EMS, TOLL,e-EMS, ePacket, China Post, Hong Kong Post, Singapore Post, Swiss Post, Sweden Post, Russian Air etc., We will choose the most appropriate shipping method according to the recipient location.

2.What is the shipping cost & time?

Shipping cost is calculated based on the product weight, size and volume by the agents. You can clickhereto download our shipping rate table for reference. If you feel the shipping fee is too high for an item you would like to order, you maycontact us.

Once you placed an order on Rulily, your package will be ready to shipped in 72 hours. Delivery time varies depending on country and courier service. Normally it takes 15~35 days for ordinary delivery and 5-10 days for speed delivery. Once you get your shipping tracking number you can also track ithereby yourself.

3.How about customs & import taxes?

Orders may need to clear customs in your country. Import duties, taxes or other customs charges will be collected by the shipping company upon delivery. We are not responsible for delays caused by the customs department in your country.

Additional costs or delays may occur during international trade. We sincerely hope that you do not use additional import costs or customs clearance delays as a reason for requesting refunds or leaving negative feedback.

4.Can I change the shipping address after placing an order?

If you have made payment and want to change your shipping address, please directlycontact usbefore we ship it out. If you did not make payment yet, you can ignore the old order and replace a new one with the correct information.

5.How can I know the delivery status?

After the agent ships your package, you can track your order with the tracking number provided on your order status.

Payments

1.How can I pay for an order?

Rulily accepts online payment through credit card, including VISA, MasterCard, Maestro. Notification of successful payment will be sent to your email, and usually there is also a message from the bank of your paid credit card.

2.Can I pay in my local currency?

Please note that all product prices and shipping costs on Rulily are quoted in United States Dollar (US $). If you want to see a conversion in your local currency, please directly refer to a currency covert tool or contact your nearest currency exchange agent or a bank.

3.Why did my payment fail?

First make sure you have correctly filled the bank card information: the account number, date of expiry and the CVC code and it has sufficient fund. If it still does not work, please contact the bank to see if there is a credit or overdraft problem with your credit card.

4.Is my bank card information secure with Rulily?

Rulily use the most secure third-party online payment system Stripe to make payment. Rulily will not record your bank information without your permission.

Refund Policy

Since Rulily is a service provider, we cannot be responsible for items provided by the sellers in www.taobao.com, or the service quality of your chosen courier. We do not issue refunds once the order is shipped out or accomplished.

However, we do our best to make sure you get the best service from us and realize that exceptional circumstance can take place regarding the product you purchase or delivery of the order.

Therefore, we accept requests for the refund on the following reasons:

Order cancellation before purchasing:if you wish to cancel your order soon after you made the payment, you can request to cancel and ask for refund directly by emailing us at support@rulily.com. In this case, if no items were shipped by Taobao sellers, full refund will be issued within 3 days of request date;

Order cancellation before international shipping:if all of items of your order are purchased but has not been shipped abroad, you can still request to cancel order. We will contact the sellers and discuss the possibility to return items. Upon agreement of all sellers, we will send the items back to respective sellers and get money back from them. The refund will be issued based on amount of payment deducted order commission and all shipping expenses occurred during returning items to Taobao sellers;

Non-delivery of order:If you do not receive your parcel due to post issues, please contact us for assistance. Claims for non-delivery must be submitted within 45 days from shipping date. If postal service company approves that the parcel is lost, they will issue a refund and we transfer the refund to your account;

Please note that we do not accept any refund/return/exchange requests based on customer’s expectations, standard size difference, false color perception, delivery delay, quality of items purchased from sellers. We don’t guarantee that the items you order through Rulily are 100% accurate or complete.

Our support team is always eager to assist you and deliver highly professional support in a timely manner. Thank you for using our service.

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