National shipping
Once your order has been confirmed and stock availability verified, it will be dispatched by courier. Delivery within Spain typically takes 3–5 business days, depending on the selected shipping method and destination, including mainland Spain, the Balearic and Canary Islands.
Complimentary shipping is available on all orders over €300.
Please note that during sale periods and times of high demand, delivery may take an additional 1–2 business days.
international shipping
International orders are dispatched by courier once stock availability has been confirmed. Delivery typically takes 3–5 business days, depending on the selected shipping method and destination country.
Shipping costs vary according to destination and are calculated at checkout. Orders over €300 qualify for complimentary shipping.
During sale periods and peak demand, delivery times may be extended by 1–2 business days.
Orders shipped outside the European Union may be subject to customs duties and import taxes. Depending on your destination, these charges may already be included in the purchase price or may be payable separately, either at checkout or upon arrival in the destination country. The applicable option will always be clearly displayed before you complete your purchase.
We accept Visa, Mastercard and American Express credit and debit cards. You may also choose to split your payment into up to 12 instalments with PayPal, where available.
All payments are processed securely using encrypted technology. Your payment method will be charged once your order has been placed.
Should an item become unavailable after purchase, we will notify you promptly by email. No additional charges will be applied.
If you experience any issues during checkout, our Client Services team will be happy to assist you at shoponline@charoruiz.com or via WhatsApp at +34 685 476 923.
If you wish to return or exchange your order, we kindly ask that you take special care of the garment. Every Charo Ruiz piece leaves our atelier in impeccable condition, and we ask that it is returned exactly as you received it.
Exchanges
If you would like to exchange a garment for a different size, colour or style, you can easily manage your request through our online Returns Portal.
Exchanges are complimentary. Once the requested item has been confirmed as available, it will be shipped to you free of charge.
All exchanges are subject to the garment care requirements and timeframes outlined below.
Timeframe
You have 14 calendar days from the date you receive your order to notify us of your decision to return or exchange it.
As a courtesy during the holiday season, orders delivered from purchases made between 1 and 31 December may be returned within 30 calendar days of delivery.
To begin the process, simply visit our Returns Portal.
Manage your return or exchange quickly and easily through our online portal.
Start Your Return or Exchange
Follow the steps provided and our team will take care of the rest. If you need any assistance during the process, please contact us at shoponline@charoruiz.com, quoting your order number.
Once your request has been registered through the Returns Portal, you will have a further 14 calendar days to send the garment back to us.
Garment care
To ensure we can accept your return, your garment must be returned in the same condition in which it left our atelier. The garment must be:
· Unworn and unwashed.
· Returned with all original tags attached, including the security seal.
· Returned in its original packaging.
· Free from any odours not inherent to the product, such as perfume, cosmetics or tobacco.
· Free from stains or any signs of wear.
Please take particular care not to remove or damage the security seal. It has been specially designed to show visible signs of tampering if removed and forms an essential part of our quality control process.
Important
Garments returned without the original security seal, or with a tag that has been removed or tampered with, cannot be accepted under any circumstances, regardless of the condition of the garment. In these cases, no refund or exchange will be issued.
The only exception applies where a manufacturing defect has been confirmed. In such cases, the return or exchange will be accepted even if the security tag is no longer attached.
Accessories
If your garment includes accessories such as a belt, belt pouch, brooch or any other complementary item, we kindly ask that these are returned together with the garment. If any accessory is missing, we may still accept the return; however, the value of the missing component will be deducted from your refund.
Returns for manufacturing defects or incorrect items
If you believe your garment has a manufacturing defect or that your order has been affected by an error on our part, please follow the steps below:
1. Contact us with a description of the issue and include clear photographs showing the problem. We are unable to begin our assessment without this documentation.
2. Once your request has been received, it will be reviewed by our Quality Department. A final decision can only be made after the garment has been physically inspected at our facilities.
3. From the moment the garment arrives at our logistics centre, every stage of the inspection process is recorded to ensure complete traceability.
4. Following our assessment, we will provide the most appropriate solution, whether that is a replacement, repair or full refund.
Return shipping costs
To make the process as simple as possible, we provide a prepaid return shipping label. The contribution towards return shipping costs depends on the country from which the return is made and will be deducted from your refund.
| Spain | 4,90 € |
| Rest of Europe (including Switzerland and the United Kingdom | 9,90 € |
| United States & Canada | $13,90 |
| Rest of the World | 14,90 € |
Refunds
Once your return has been received at our logistics centre and confirmed to meet the conditions outlined above, your refund will be processed.
The full purchase amount will be refunded to the original payment method within a maximum of 14 calendar days.
For hygiene or personalisation reasons, we are unable to accept returns or exchanges of the following items under any circumstances:
· Swimwear and lingerie: These items cannot be returned or exchanged for hygiene reasons, regardless of their condition or whether the hygiene seal remains intact.
· Earrings: Due to hygiene regulations relating to pierced jewellery, earrings cannot be returned or exchanged.
· Made-to-measure or personalised garments: Items made to your specifications or customised in any way are not eligible for return or exchange.
If, after inspection at our logistics centre, your return does not meet the conditions outlined above, we will contact you to explain the reason and provide the relevant supporting documentation.
Returns cannot be accepted if the contents of the parcel do not correspond to the original item shipped, or if the garment shows signs of tampering, substitution or any other irregularity. Should this occur, we will notify you and provide the appropriate documentation.
The garment will remain your property. If you would like it to be returned to you, you may arrange collection from our logistics centre using a courier of your choice, or we can organise the shipment on your behalf, subject to the applicable shipping charges.
Please let us know how you wish to proceed within 15 calendar days of receiving our notification. After this period, we cannot guarantee that the garment will be retained.
Fraudulent or abusive use
Charo Ruiz reserves the right to take appropriate action where there are reasonable grounds to suspect fraudulent or abusive activity, including, but not limited to:
· Wearing garments before returning them.
· Removing or tampering with security tags.
· Repeatedly placing orders with the intention of systematically returning them.
· Providing false payment or identity information.
· Creating multiple customer accounts associated with the same individual, regardless of the details used during registration.
Where fraudulent or abusive activity is identified:
· Returns may be refused. We will contact you to explain the reasons for our decision and provide the relevant supporting documentation.
· Orders may be placed on hold or cancelled before dispatch. If payment has already been processed, a full refund will be issued.
· Customer accounts may be temporarily suspended or permanently closed. You will be notified of our decision by email.
Charo Ruiz also reserves the right to pursue any legal action deemed appropriate in the most serious cases.
Every garment is individually inspected at our logistics centre in Badalona before being dispatched.
To ensure complete traceability, our packing, preparation and returns inspection processes are recorded by our video surveillance system in compliance with Regulation (EU) 2016/679 (GDPR) and Spanish Organic Law 3/2018 on Data Protection.
This process helps us ensure that every Charo Ruiz piece reaches its new owner with the same care and attention with which it was created.
Creating an account allows you to enjoy a faster and more convenient shopping experience.
You can update your personal details, modify or delete your account at any time, as well as unsubscribe from our marketing communications whenever you wish.
If you have forgotten your password, simply click "Forgot your password?" on the sign-in page and we will send you instructions to reset it.
Thank you for choosing Charo Ruiz.
