Here are answers to the questions we hear most. Everything below matches our Shipping Policy, Return & Refund Policy and Payment Policy. If you don't find your answer, write to us and a real person will reply within 24 hours on business days.
Shipping and delivery
Where do you ship?
We currently ship to all 50 United States. We do not ship to PO Boxes or APO/FPO/DPO addresses, and we do not ship outside the United States at the moment.
Do you offer free shipping?
Yes. Shipping is free on every order to the United States, with no minimum purchase. Every order ships for free with a tracking number.
How long does delivery take?
Processing takes 2–3 business days and transit takes 7–12 business days, so most orders arrive within 9–15 business days. Orders placed before 6:00 PM Eastern Time (ET) on a business day begin processing the same day. Orders placed after that, or on weekends and US public holidays, begin processing the next business day.
Why does delivery take 9–15 business days?
Rue Sable is a small independent boutique based in Israel. Your order is produced and shipped by our fulfillment partner's warehouse in Dongguan, China, directly to your address. Working this way keeps our prices fair, and we would rather tell you the real delivery time up front than promise something we cannot keep.
Will my order arrive in one package?
Usually, yes. If your order contains several items, it may arrive in more than one package. You will receive tracking for each one.
Will I pay customs duties or import taxes?
The price you see at checkout includes the product and shipping. We cover any US import duties on your order, so you pay nothing on delivery. If a carrier ever asks you for import charges, contact us before paying and we will take care of it.
How can I track my order?
As soon as your order ships, we email you a tracking number. You can follow your package at any time on our Track Your Order page. Tracking can take a few days to show its first update after the order ships.
My order is late. What should I do?
Delivery times are estimates, and carrier delays, weather or peak seasons can occasionally add a few days. If we expect a delay on your order, we email you. If 15 business days have passed and your package has not arrived, email us with your order number and we will look into it with the carrier.
My package says delivered, but I don't have it.
First check with neighbors and around your building, because carriers sometimes leave packages in a safe spot nearby. If you still cannot find it, contact us within 7 days of the delivery date at info@ruesable.com or through our contact page. We will work with the carrier to find a solution, which may be a replacement or a refund.
I entered the wrong shipping address.
Email us right away. If your order has not been handed to the carrier yet, we can update the address. If a package is returned because of an incorrect or incomplete address, we will contact you to arrange a new shipment, and additional shipping costs may apply.
Returns and refunds
Can I return an item?
Yes. You have 30 days from the day you receive your order to request a return. Items must be unworn, unwashed and undamaged, with their original tags attached and in their original packaging. Worn or washed items, items without their original tags, and gift cards cannot be returned.
How do I start a return?
Email info@ruesable.com with your order number and the item(s) you want to return. We reply within 24 hours on business days with the return address and instructions. Please do not send anything back before contacting us. Packages sent without a return request cannot be processed.
Who pays for return shipping?
If you changed your mind or ordered the wrong size, you pay the international return shipping and any customs clearance charges, and the original shipping is not refunded (shipping to you is free). If the item arrived damaged, defective or wrong, we cover all costs.
Where do returns go, and how long do they take?
Returns go to our fulfillment partner's returns center: Building 9, 4th Floor, No. 49 Jinfu 2nd Road, Liaobu Town, Dongguan, Guangdong 523000, China. We confirm this address when you request your return. Because this is an international return, it may take 2–3 weeks to arrive, and the shipping cost can be a large part of the item's price, so please check it with your carrier first. Please use a trackable service that prepays all charges, because a package held at customs for unpaid charges cannot be received, and send us the tracking number.
When will I get my refund?
Once your return arrives and is inspected, we email you to confirm whether the refund is approved. Approved refunds go to your original payment method within 5 business days. Your bank or card issuer may take a few more days to show the credit. If more than 15 business days have passed since your refund was approved, contact us.
My item arrived damaged, defective or wrong.
We're sorry. Email us within 7 days of delivery with your order number and a photo of the item. We will send a replacement or a full refund, including any shipping costs, at no cost to you.
Can I exchange an item for a different size or color?
Yes. You can exchange an unworn item within 30 days of delivery. Email us at info@ruesable.com with your order number and the size or color you want. You send the item back (return shipping is paid by you), and as soon as it is received we ship the new item to you free of charge. See our Return & Refund Policy.
Do you charge a restocking fee?
No, never.
Orders and payment
Which payment methods do you accept?
Visa, Mastercard, Maestro, Apple Pay and Google Pay. All prices are listed and charged in US dollars (USD).
Is my payment secure?
Yes. Our whole site is protected by SSL encryption (HTTPS). You enter your card details on a secure checkout page, and our payment providers process them. Rue Sable never sees or stores your full card number.
When am I charged?
Your payment method is charged when you place your order. If we cannot fulfill your order for any reason, we cancel it and refund the full amount to your original payment method.
Can I change or cancel my order?
Email us as soon as possible. We can change or cancel an order until it has been handed to the carrier, usually within 1 business day of ordering.
Will I receive an order confirmation?
Yes. You receive an order confirmation email right after you place your order, and a second email with your tracking number when it ships. If you don't see them, check your spam or promotions folder.
Products and sizing
What sizes do you offer?
Sizes vary by dress. You can see the sizes and measurements for each dress on its product page, in the Size Guide. If you're between sizes or unsure which to choose, email us and we will gladly help you pick the right one.
Do the colors look exactly like the photos?
We do our best to show every color accurately, but screens display colors differently, so the color may look slightly different in person.
How should I care for my dress?
Follow the care label inside your garment. When in doubt, wash cold on a gentle cycle or by hand, and hang to dry.
About Rue Sable
Who is behind Rue Sable?
Rue Sable is a small independent online boutique operated by Tarvelo Ecom, based in Ramat Gan, Israel. We choose every style ourselves and answer every message personally. Read more on our About Us page.
Still have a question?
Write to us at info@ruesable.com or use our contact form. Customer service hours are Monday to Friday, 9:00 AM – 5:00 PM (ET), and we reply within 24 hours on business days.