Q&A
Q: Why do I need to create an account?
A: We need this information to process your orders and communicate with you. It will also allow you to track your order and package by logging into your account. All information in your account is used solely for the purposes of our business relationship, and is never shared with or sold to third parties. You can modify this information, or even ask for it to be deleted from our database, by simply contacting our customer service.
Q : I've lost my password!
A: If you can't find your password, click on My account at the top right of your screen, then click on the link "Forgot your password? link on the right-hand side of your screen. Enter your e-mail address to receive an e-mail containing a link to reset your password.
Q : How do I place an order?
A: Our online store is open 24 hours a day, every day of the week. To place an order on www.ruckfield.comsimply browse the site, looking at the items displayed in the different categories. All items offered on the site are available for sale (unless otherwise stated) to guarantee you the highest level of service and fast delivery.
Select the item you wish to buy, then after choosing a size, "fill your cart" by clicking on the "ADD TO CART" button .
Once your shopping list is complete, click on "CONFIRM MY ORDER" in the tab MY CART tab at the top right of your screen. Your basket will then be displayed in detail, and you can modify the quantities of your items at this stage.
Your order will then be processed in 5 steps:
- -Step 1: Identification
- -Step 2: Delivery (billing address, delivery address if different, delivery method)
- -Step 3: Payment
- -Step 4: Order confirmation
- -Step 5: Secure payment using 3D SECURE protocol
You will receive an email confirmation with your order reference.
Q : Can I cancel or change an order?
A: As long as your order has not been shipped, we can modify or cancel it. Simply contact us as soon as possible: Ruckfield customer service.
Q : When will my order be shipped?
A: Most orders are shipped within 24 hours of order placement. You will receive a confirmation email as soon as the order has left our warehouse. Our warehouse does not work on weekends, so your order will be processed from Monday morning.
Q : How can I be informed that my order has been dispatched?
A: When your order leaves our warehouses, you will be informed immediately by email. You can also check the status of your order on the website under the heading My account.
Q: Which countries do you deliver to?
A: All over the world.
Q: Is it possible to have my parcel delivered to a third party or to an address other than the billing address?
A: Of course, you can choose to have your order delivered to an address other than your billing address. To do so, simply tick the "DELIVER TO ANOTHER ADDRESS" box and enter your delivery address.
Q: What are the delivery options?
A: Different delivery methods are available:
- Colissimo with home delivery
- Colissimo with relay point delivery
- DHL International
- Chronopost with home delivery
- Chronopost with relay point delivery
Q: What are the delivery and preparation costs?
A: Colissimo: Shipping costs (including participation in the preparation and dispatch of the order) are a flat rate of 5.90 euros (home delivery) and 3.90 euros (relay point) for orders less than or equal to 110 euros to Metropolitan France and in So Colissimo mode. So Colissimo shipping is free for orders over 110 euros.
A: DHL: Free shipping on orders over €150.
A: Chronopost: Shipping costs (including participation in order preparation and dispatch) are a flat rate of 9.90 euros (home delivery) and 5.90 euros (relay point).
Q : How can I find out the status of my parcel?
A: Once your order has been shipped, you will receive an email allowing you to track your package.
Q: If I've ordered the wrong size, can I return the item?
A: Yes, you can ask us for an exchange of the item, provided it has not been worn or used (the item must be labelled), within 30 days of receipt of the order (16 days to inform us + 14 days to return the items - see the GTC). The difference in price will either be debited or credited to you; this will depend on the price of the item chosen in exchange compared with the price of the item originally chosen. If you have any questions, you can contact our customer service department by sending an email to serviceclients@ruckfield.com. Please refer to our returns procedure for further details.
Q: Can I return an item I've worn or used?
A: We are sorry, but we do not accept returns on worn or used items. Please see our GTC.
Q : Is my payment secure?
A: NORDIS delegates to BNP Paribas bank the use of encryption to secure transactions in accordance with current legislation. Banking information is transmitted only to the BNP Paribas bank and is encrypted SSL (Secure Socket Layer) 128 bits. NORDIS has no knowledge of the customer's credit card number. The appearance of "https://..." in the address field and one of these pictograms at the bottom of your browser are proof accepted by the customer. Each credit card payment is subject to an authorization request to the customer's bank, which accepts or refuses the payment transaction. The BNP Paribas payment interface uses 3D secure technology. This is a system developed by the Visa and MasterCard credit card networks to authenticate cardholders and prevent fraudulent use. In addition to the card number, validity date and cryptogram, with the 3D Secure system, cardholders must authenticate themselves on their bank's interface, to which they are automatically redirected, by entering a code or personal information previously transmitted to them by their bank. Once authenticated, the cardholder's transaction will be authorized or refused by his or her bank.
Q : Do I have to pay VAT?
A: VAT is included in the prices advertised on our website.
Q: What are the payment options?
A: We have different payment methods:
- Credit card (Visa, Mastercard or Carte Bleue)
- Paypal
- Apple Pay
Q : My payment has been refused!
A: Your credit card may be declined. There are several possible explanations:
- - Check that all the data you have entered is correct and in the right fields
- - Check your card's expiry date
- - Check the limit of the amount available on the card
- - Check with your bank to make sure it has the correct e-mail address and cell phone number, so that it can send you the 3DSecure code.
Contact us
If you haven't found the answer to your question in the FAQ, please use the contact form to get in touch with us by clicking here.
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