Order & Ship

HOW DO I FIND MY ORDER NUMBER?

Your order number will be in the subject line of your confirmation email. It’ll look something like this: #RN-5881.

If you’re not seeing it in your inbox, try checking your spam or junk folder, or search for the words “Order confirmation” sent from support@ruannuan.com. More often than not, it’ll be right there! Once you find our email, please move it to your primary inbox or mark it as safe so you can easily locate it next time.

If you still aren't able to find your order confirmation email, please contact our customer support at support@ruannuan.com with the exact name and email address you used at checkout. We will get back to you within 24 hours to help locate your order.

WHERE IS MY ORDER SHIPPED FROM?

At Ruannuan, we want you to receive your items as quickly and efficiently as possible! To ensure fast delivery, all orders are shipped directly from our local fulfillment warehouses located within Europe.

We partner with trusted European couriers such as DHL, DPD, GLS, and local postal services to deliver your packages safely to your door.

HOW LONG DOES IT TAKE FOR THE ORDER TO REACH ME?

Because we ship locally from within Europe, delivery is fast!

• Standard Delivery: You will typically receive your order within 2 to 5 business days, depending on your exact location within the EU.

Delivery delays may occasionally occur during peak seasons (like Christmas or Black Friday), due to extreme weather conditions, or if we need to reconfirm your address information.

We will communicate with you every step of the way—from order confirmation and tracking updates to the final delivery of your package.

HOW CAN I TRACK MY ORDER?

• Using our website: Easily track your order by going to the Track My Order page on our website. Simply input the email address you provided at checkout and your order number.

• Links in your email: We will send you a tracking number as soon as it is assigned to your package. Check your mailbox for emails with the subject “Shipping Confirmation” or “Your order is on the way”. You can click on the link in this email to track your shipping status in real-time.

WHAT DO THE TRACKING STATUSES MEAN?

• Confirmed: Your order is successfully placed. At this stage, you have a short window (usually 1-2 hours) to contact us if you need to make any changes to colors, sizes, or your shipping address.

• Processing: We are packing and preparing your order at our European warehouse. This typically takes 1-2 business days. During this time, order details cannot be changed.

• Shipped: Your order has left our warehouse and is on its way to you. You will receive an email notification with a tracking link.

• Delivered: Your order has been delivered to the shipping address provided.

• Undeliverable: In rare cases, you might see this status. It requires your attention. Please check the tracking log for details like:

  • Available for pickup: You may need to collect the package from a local parcel shop, locker, or post office.

  • Failed delivery attempts / Return to sender: Couriers usually make 1 or 2 attempts to deliver. If unsuccessful, they will leave a note or ask you to pick it up. If it is returned to us, please contact us so we can arrange a reshipment.

WHAT PAYMENT METHODS DOES RUANNUAN ACCEPT?

We currently accept major Credit and Debit cards (VISA, Mastercard, American Express), PayPal, and popular local European payment methods (such as Klarna, iDEAL, or Sofort, depending on your region).

All transactions are secure and encrypted.

MY PAYMENT WON'T GO THROUGH. WHAT SHOULD I DO?

If your payment is declined, please check the following:

1. Make sure all information is correct, including the card number, expiration date, CVV code, and billing address.

2. Check your account balance for available funds.

3. Ensure your card is authorized for online purchases.

4. If your payment is still declined, contact your bank. Sometimes, banks automatically block transactions for security reasons unless you authorize them.

5. Try using a different card, or check out safely and easily using PayPal (even as a guest, without creating a PayPal account).

ARE TAXES (VAT) INCLUDED IN YOUR PRICES?

Yes. For all orders shipping within the European Union, Value Added Tax (VAT) is already included in the product prices displayed on our website, in compliance with EU regulations.

There will be no surprise customs duties or import taxes upon delivery for orders delivered within the EU, as your items are dispatched from our European warehouses.