COVID-19 International Shipping Updates
As a temporary measure in response to continued flight limitations resulting from the COVID-19 pandemic, express shipping is the only option available for many supported locations as of 4/1. The following countries have both standard and express shipping options available as of 8/28:
Australia, Austria, Bahrain, Belgium, Bulgaria, Canada, China, Croatia, Czech Rep, Denmark, Egypt, Estonia, Finland, France, Germany, Hong Kong, Hungary, Indonesia, Ireland, Israel, Italy, Jordan, Kuwait, Lithuania, Luxembourg, Macau, Mexico, Netherlands, Oman, Poland, Portugal, Qatar, Russia, Saudi Arabia, South Korea, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Turkey, United Arab Emirates, United Kingdom.
The exceptions are as follows for customers in:
- The European Union continue to have both postal (where available) and express options.
- Cayman Islands, Guinea-Bissau, Philippines and Iraq can no longer place orders due to country import restrictions.
Please also note that a 2-3% emergency surcharge is being passed through at checkout from our express shipping partners and is subject to changes by our partners. We hope to resume all shipping options as soon as possible.
How We Ship
Rue La La partners with an organization called Borderfree to ship orders internationally. Borderfree allows us to provide an enhanced shopping experience for our non-U.S. customers, with the benefit of seeing product prices in your local currency, guaranteed order totals at checkout and no hidden fees. When you place an international order on Rue La La, your transaction will be with Borderfree, but your Rue La La Customer Service Representative will gladly assist you with your customer service needs. Simply email firstname.lastname@example.org in English to reach our Customer Service Representatives.
To learn more about the Borderfree order process, click here.
International Shipping Rates
International shipping rates will calculate and display the order total in your preferred currency, including shipping cost from our warehouse in the US to your selected international destination, as well as any applicable duties and taxes imposed by customs and revenue authorities in the destination country.
Certain countries will have the option to prepay duties and taxes at the time of checkout in which case a final order total will be provided before you submit your order. If the country is not available to prepay duties and taxes during checkout, your order will be shipped DDU (Delivery Duty Unpaid). You will be liable for all duties, customs, and sales taxes based on the country requirements where the order is being sent. Upon arrival, a separate payment will be required to release your order. Rue La La is not responsible for payment of this duty. Please consult your local customs office for more information.
What is the Status of My Order?
Check the status of your international order here using your Rue La La order ID (10 digit number) or your Borderfree Order ID (starting with E4X). You may also email your Rue La La Customer Service Representative in English at email@example.com.
Cancelling Your Order
Because we work so quickly to ship you your order, it is usually not possible for us to cancel all or any part of your order once it has been placed. Please contact your Rue La La Customer Service Representative in English at firstname.lastname@example.org if you have any questions.
Damaged Order or Wrong Item
If your order arrives damaged or is otherwise incorrect, please contact email@example.com in English. Your Rue La La Customer Service Representative is here to help.
International Shipping Restrictions
All international shipping restrictions will be noted on the product page or at checkout. The good news is that most items featured on Rue La La are eligible for international shipping. There are some exceptions, of course, including voucher orders, oversized or overweight items, hazardous materials, and other items restricted from exporting.
My Order was Returned to Sender. What are my Next Steps?
In the instance that the carrier was unable to locate your address or was unable to deliver after multiple attempts, your package will be returned to the Borderfree hub by your local carrier at their discretion. Please note some carriers may take up to 6 weeks to return the shipment back to the U.S. Once received our team will be notified and then your refund will be processed. Depending on your country, please allow 2 to 6 weeks for the undeliverable package to be returned to the U.S for a refund.