FAQs
Frequently Asked Questions
How can I contact RuffRoamers?
You can reach us by email at ruffroamer@gmail.com or call/text us on 07940 222 750. We're a UK-based team and always happy to help with anything you need!
Do you ship worldwide?
Yes, we offer worldwide shipping.
Where do you ship from?
We ship orders from both the UK and China, depending on stock availability and your location. This helps us deliver the best range of products as quickly as possible.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us within 12 hours of placing it. After this window, your order may already be in processing and cannot be changed — but once it arrives, you’re welcome to return it for a full refund.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, AMEX) and PayPal.
When will my order be processed?
We process orders Monday to Friday (excluding UK bank holidays). Orders are typically handled within 1–3 business days, with dispatch the following day.
During sales or busy periods, there may be slight delays — but we’ll keep you informed every step of the way.
How long will it take to receive my order?
Orders usually arrive within 2–4 weeks, depending on your location and product availability. UK orders may arrive faster if dispatched from our UK stock.
What if I don’t receive my order?
If your order hasn’t arrived within 30 days of dispatch, you’re eligible for a full refund. Just get in touch and we’ll sort it out.
Will I be charged customs or import taxes?
Our prices are displayed tax-free in GBP or USD, depending on your location. You may be responsible for any customs duties or import taxes once your order reaches your country — these are set by local customs and are not covered by RuffRoamers.
For more information, please contact your local customs office.
How do I return an item?
Just email us at ruffroamer@gmail.com to arrange a return. We’ll guide you through the process and help make it as smooth as possible.
What if the item I received is damaged, incorrect, or faulty?
We’re really sorry if something’s gone wrong. Please email us with your order number, photos of the item(s), and any relevant details. We’ll do everything we can to make it right quickly.
When will I receive my refund?
Refunds are issued to your original payment method. Once we’ve received and approved your return or cancellation, please allow 7–10 business days for the funds to appear in your account.
If your refund hasn’t come through after this time, we recommend checking with your bank or card provider.