To start a return for an international order, you will need the Order Confirmation # from your packing slip or your Order Confirmation Email. Please submit your request via the Global-e platform at https://web.global-e.com/Returns/Portal/gsBzy to receive a return label. Please note, all returned packages will incur a $15 shipping fee.
Select the country where you will be shipping your order from the pop up when entering the site. This will change the currency on the website. Once you are in checkout, you will see local payment methods and calculations for any appropriate shipping, duties, taxes and other customs fees. Please note that we are unable to ship candles, fragrance, jewelry and other non-apparel items to select countries at this time. Please contact email@example.com if you have any further questions.
All sizes listed on the website are US sizes. All tags on the inside of the garments are listed in US sizes. Our size guide serves as a general guideline for helping you find your size in Ramy Brook. We are happy to provide more detailed measurements for a specific style—simply email firstname.lastname@example.org with your inquiry.
We display and collect payments in the local currency once you select your shipping country from the dropdown menu featured on the homepage and in the footer. You will be charged in the currency that is presented at checkout. Ramy Brook is not responsible for any currency exchange fees charged by banks.
We offer over 35 different payment methods. Major payment methods like Visa, Mastercard, American Express, Paypal, and Diners Club are offered in over 100 countries along with many other popular local payment options specific to a region. Region-specific payment methods are viewable upon checkout.
Final sale items cannot be returned for a refund, exchange, or store credit. This information is displayed in red on the product page underneath the product price and throughout the checkout experience.
We currently ship to all of the countries listed in our country selector drop down menu. The country selector drop down menu is featured two places: (1) On the homepage's upper lefthand corner of the desktop experience; and, (2) The footer menu of the mobile experience. If you have a question regarding which countries we ship to, please contact email@example.com.
We gladly offer free express shipping via DHL. Simply select Express Courier (Air) when presented with your shipping options during checkout.
Orders are processed and delivered Monday through Friday, excluding US holidays. Please allow one business day for processing. Orders placed before noon ET will be processed the same day and orders placed after noon ET will be processed the following business day. Orders are shipped from our US East Coast warehouse and are estimated to deliver within 2-3 business days of their ship date. You will receive a shipment confirmation email that contains your tracking number once the package is dispatched. Ramy Brook cannot be held responsible for unanticipated delays due to inclement weather or other unforeseen transit delays.
At this time, we are unable ship to international PO boxes. If you entered an international PO box as your delivery address, Client Care will reach out to request an alternative address, which may delay your delivery.
You have 30 days from the day your order is delivered to request a return here. All returned packages will incur a $15 shipping fee. Please ship your return from the same country to which it was delivered. Returns requested after this window cannot be processed. Items must be returned in original condition and include the original garment tags and poly bag. Please note that a refund is not guaranteed if the merchandise is found to be damaged, missing, or shows signs of wear. Items purchased on Final Sale are not eligible for return, exchange or store credit. Please reach out to Customer Service if you have additional questions or need help completing a return.
To start a return, you will need the Order Confirmation # from your packing slip or your Order Confirmation Email. Please submit your request via the Global-e platform here to receive a return label. To schedule a pickup, go to www.dhl.com and choose your country from the “Choose your location” dropdown menu. You have two options for completing the return: On your country’s DHL page, find the DHL Service Point Location for parcel drop-off OR Select “Contact DHL Express” and call the local phone number to schedule a parcel pickup.
International returns will incur a $15 USD shipping fee that will be deducted from your refund.
Orders are refunded within 10 business days of delivery at our warehouse. You will receive an automated email when your return has reached our warehouse, and another email when the refund has been credited back. Please allow your bank 3-10 business days to return the funds to your original method of payment. If 10 business days have passed since your return was delivered to our warehouse, please email firstname.lastname@example.org and we’ll be happy to assist further. You will receive a full refund of the product price paid, minus return shipping fee. Any duties and taxes paid separately at checkout are nonrefundable except for orders shipping to Canada.
Ramy Brook is committed to an exceptional level of design and craftsmanship. All merchandise is inspected for quality prior to shipment; however, there may be rare occasions when a defective item is shipped. If you find a product to be defective, please email email@example.com immediately—include your Order Confirmation #, 2-3 images, and a description of the damage. Goods are classified as faulty if they are received damaged. Please note that damages as a result of wear and tear are not considered to be faulty. We will replace your item, which is subject to inventory availability. In the case when we cannot replace your item, we will issue a full refund for the item.
We do not offer exchanges. If you wish to try a different item or size, simply return your eligible original item(s) and place a new order. You will receive a refund for the return within 10 business days of arrival at our warehouse.
How duties, taxes and other customs fees are treated is dependent on your destination country. We only cover duties for Australia, Hong Kong, UK, Mexico, Germany, France, Italy and the rest of EU. Any applicable duties or taxes are automatically calculated by Global-e at checkout. The amount is determined by your country’s Customs department based on the country of origin of the items being purchased and classification of these items. International taxes such as VAT (Value Added Tax) are set by the destination country. Select DDP (Delivery Duties Paid) at checkout to pre-pay these fees. All fees will be listed on the Global-e powered checkout page. If DDP is not selected, the shipping carrier will invoice you upon delivery. Ramy Brook is not responsible for these charges. Any duties and taxes paid separately are nonrefundable, except for orders shipping to Canada.
Duties and taxes are calculated based on the items ordered, where they were manufactured, your shipment destination, and the value of your purchase. They are added to your order total in the shopping cart. If you have any other questions around duties and taxes, email firstname.lastname@example.org.
In some cases you will see “Fees” listed along with duties and taxes when selecting to prepay at checkout. Additional fees, when applicable, may include customs clearance fees, dangerous goods fee, remote area surcharge, high value goods clearance, and broker clearance among others. Ramy Brook guarantees you will not be required to pay any additional cost on delivery when you prepay these fees at checkout, either by selecting to prepay duties and taxes at checkout or if you are shipping to a country that automatically ships without an additional payment of duties.
Global-e is a cross-border online business solution that offers an international site and checkout experience customized to your shipping destination. Example customizations include prices displayed in your local currency and region-specific payment options. Global-e is integrated with our Shopify checkout, which means you will complete your checkout on ramybrook.com