How do I track my order?
You can track your international order once you have received your tracking number via email. To see tracking updates for your order, click the “Track” button when viewing the Order History in your Rue La La account or click the link in your shipping confirmation email.
You can also track your order through our International partners. First, locate your order ID in your Order Status or Order Confirmation.
BorderFree: Confirm your Order is with BorderFree (Order ID beginning with E4X) and check the status here.
- For Order Number, please enter your 10 digit Rue La La order ID or the Borderfree Order ID (starts with E4X)
eShopWorld (ESW): Confirm your Order is with ESW (Order ID formatted 123456-1234567890 or similar) and check the status here.
- For Tracking Number, please enter the tracking number from your ESW email confirmation.
Can I change my delivery address?
If you have placed your order and need to update your delivery address, we recommend you contact Rue La La customer service for assistance. Whilst we cannot guarantee that your address can be updated our team can quickly review and advise of next steps.
Why have I received only some of my items?
Depending on the number of items in your order, it is possible that your order may be split into multiple shipments – dependent on package and location restrictions. Please review your Order History and Shipping confirmation email for additional information
The items I received were Wrong, Damaged, or Defective.
Our Members are at the heart of what we do. We hope the package you receive is exactly what you wanted. If you believe a product was shipped in error from Rue La La, or if it arrives defective or damaged, please contact Rue La La customer service.
Why is the location of my package different than the address I provided?
On occasion your package may require to be shipped from a different country based on where the stock is located, the country and the current location of the package can change as the shipment is routed through different countries.
Why hasn’t my package moved?
Delays while shipping internationally occur for many reasons which are out of our control. However, Rue La La strives to keep you up to date with the latest information. Please review your Order Status and tracking for updates.
My package has been released from Customs, when should I expect delivery?
Packages being released from Customs do not impact your delivery date. Once released, packages aim to be delivered by the Estimated Delivery Date provided on your tracking.
The tracking information says my package “Failed Delivery” – when will delivery be reattempted?
If you were not at home or for any reason and missed your scheduled delivery, your package will be rescheduled for delivery the next working day.
My package says “Delivered”, but I do not have it. What should I do?
- Please check the delivery address provided matches your expected delivery address, you can check this in your Order Confirmation email.
- Please check to see if the carrier left the package in a safe location or with your neighbors.
If after the above, the package cannot be located, please contact Rue La La customer service for assistance
I’ve been advised that my package is “Available at Pick-up Point”, what does that mean?
An “Available at Pick-up Point” notice is directing you to check if a notice was left by the carrier stating the location of a local pick-up/collection point.
Check the carriers tracking portal page by following the below steps:
- Go to the tracking page detailed which can be found in your shipping confirmation email.
- Click on the number that is referenced under the heading “Tracking Number”.
- Review emails and or texts for any notice you may have received from final local delivery partner. The carrier may advise delivery was not possible and provide pickup point location.
If after the above, the package cannot be located, please contact Rue La La customer service for assistance.
The delivery of my order is taking longer than expected, is there anything I need to do?
If your package has passed the estimated delivery date that is detailed on your shipping confirmation, and you have not received an email advising of a delay, please contact Rue La La customer service for assistance.
What happens if no one is at home when my orders are due for delivery?
If you are not home to receive your order, the carrier may attempt to leave it with a neighbor or in a safe, secure location.
Some carriers may give you the option to change delivery date and details.
Some retailers may have the option to leave the package in a local collection center to be collected at your convenience.
If a carrier does not have the option/permission to leave the order with a neighbor, or at a collection point then the order will be returned to sender and a refund will be issued to you.
My tracking status says “Return to Sender”. Can this be stopped?
We are sorry but packages cannot be stopped or scheduled for re-delivery once it has been processed as “Return to Sender”. You will be refunded for this order once the package is received by Rue La La.
Depending on your country, please allow 2 to 6 weeks for the package to be returned to the Rue La La.
Why was my package returned to sender?
Packages can be designated “Return to Sender” for a few reasons, here are some examples:
- Wrong/Incomplete delivery address
- One or more failed delivery attempts
- Passport/ID collection not completed
- In country customs restrictions
Why have I been asked to pay additional duties and taxes?
International taxes, tariffs (or duties), and value-added tax (VAT) are calculated at checkout (and will be included in the order total). They are based on the purchased items country of origin or manufacturing and the classification of that item in accordance with a harmonized system used by the countries that Borderfree and eShopWorld support. VAT rates are set by the destination country.
The order total (merchandise landed cost) is not guaranteed and may be different from what is quoted at checkout. If the charges are not paid COD, the item(s) will be returned, and you will not be refunded any shipping charges.