FREQUENTLY ASKED QUESTIONS

Shopping with Ruya is simple. Browse our collections and select the piece you wish to purchase. Choose your preferred size and add the item to your bag. Once you have reviewed your selection, proceed to checkout and enter your delivery and payment details to complete your order.

Ruya accepts secure cash on delivery and online payments through the payment methods available at checkout. International customers may pay using eligible Visa and Mastercard cards. Available payment methods may vary by location.

Ruya is designed in Pakistan and ships worldwide.

International orders are available to most destinations, subject to shipping availability. As international shipping charges vary by destination, our customer care team will confirm the applicable shipping cost for your order.

Preparation times vary depending on the category and craftsmanship involved:

These timelines refer to the preparation and completion of your garment and do not include delivery time. All preparation timelines are calculated in working days.

Once your order has been completed and dispatched:

Delivery timelines are calculated in working days and begin once your order has been dispatched.

International shipping charges vary depending on the destination and order. As these charges differ by location, they are not displayed as a fixed rate at checkout.

Our team will confirm the applicable international shipping charges with you before dispatch.

As Made-to-Order pieces are prepared specifically for each client, an advance payment is required to confirm the order and commence production.

Once your garment has been completed, our team will share final images with you for confirmation. The remaining balance will then be required before dispatch.

Please note that Made-to-Order pieces cannot be cancelled once production has commenced, as each garment is created specifically for the client.

Orders are processed promptly to ensure timely preparation and dispatch. If you need to request a cancellation or amendment, please contact Ruya as soon as possible after placing your order. Requests cannot be guaranteed once an order has entered processing, production or dispatch.

For Made-to-Order pieces, cancellations or modifications cannot be accommodated once production has commenced.

Once your order has been dispatched, you will receive a confirmation containing your tracking details, where applicable.

You may use the provided tracking information to follow the progress of your delivery.

We make every effort to represent the colours, textures and details of our pieces as accurately as possible. However, colours may appear slightly different depending on lighting, photography and individual screen settings. Minor variations may therefore occur.

Each product is accompanied by its relevant size information and measurements.

We recommend reviewing the size guide carefully before placing your order. If you require assistance selecting a size, our customer care team will be happy to assist you.

For customised sizing, please fill out the measurement form accurately for Made-to-Order articles.

Our return and exchange policy varies according to the nature of the piece, particularly for Made-to-Order and customised garments.

Please refer to our Returns & Exchanges Policy before placing your order.

Ruya offers pieces across different categories, including elevated everyday dressing, Festive Prêt and Formal Prêt.

Depending on the design, pieces may be available as ready-to-ship or Made-to-Order. The applicable order type and preparation timeline will be clearly stated on each product page.

For questions regarding an order, sizing, delivery or any other assistance, please contact our customer care team through the contact details provided on our website.