Once you have completed your order, you will usually see that the purchase amount has been promptly deducted from your account. The payment reference often includes your order number. If you have any questions, please determine which situation pertains to you:

Order not paid (purchase amount has not been deducted).

In this case, the payment process has failed. You can confidently place a new order, even if you have already received an order number.

Order paid, but no order confirmation received.

You should generally receive your order confirmation within an hour of placing the order. Please check your spam folder to see if the email has been misdirected. If you still haven’t received it, we are here to help. Contact us at support@ruiiakyoto.com

Order confirmation received, but no tracking information.

You will receive all delivery information as soon as your order is on its way.

We strive to make the payment process as simple as possible for you. You
can securely finalize your order using the following payment options:

• Credit card: with your Visa, Mastercard or American Express.
• PayPal: with the ease of your PayPal account.
• Klarna: pay over installments.
• Gift card: enter a gift card code at the ‘Payment’ step. You will be able to see if there is anything left to pay.
• Apple Pay: this option will appear when your order is being placed on an Apple device.

You can use your gift card as a payment method on our website. After selecting your preferred delivery time in your shopping cart, you can apply your gift card during the final payment step. On the payment step, choose the 'Ruiia Kyoto gift card' option and enter the digit code.

Please note: do not enter your gift card as a discount code in the shopping cart.

If your gift card balance is insufficient, that’s perfectly fine! After entering your gift card, you can select a different payment method for the remaining balance.

We offer standard and express shipping options for the UK and free international shipping for most countries. Delivery times and rates vary by location and will be shown at checkout.

More information on our shipping policy

You will receive tracking information once your order ships. If you don’t see a shipping confirmation email, check your spam folder.

If your package is missing, please check your property to ensure it wasn’t tucked away. Royal Mail provides proof of delivery, including details of where the package was left.

If the package is still not found, contact us from our contact page within three days of the scanned delivery date. We will begin a trace with Royal Mail and follow up, which typically takes 2-3 business days.

Currently, all international shipping options are DDU/DAP (Delivery Duty Unpaid), the price you pay to RUIIA KYOTO will exclude all relevant import duties and sales taxes if outside of the United Kingdom.

As the recipient of the order, you must instead pay these duties and taxes directly to our carrier to release your order from customs.

More information on our shipping policy

Once an order has been placed, changes cannot be made. If you wish to return or add products, please return the items you no longer need and place a new order for additional items.

You will typically receive your order confirmation within an hour after completing your purchase. If you haven't received it yet, please check your spam folder. If the purchase amount has been deducted from your account, you can confidently assume that your order was successful. Your order number can also be found in the payment reference.

If you do not receive confirmation a few hours after placing your order, please let us know so we can verify that everything is in order.

We want you to be completely satisfied with your purchase. We understand that mistakes can happen or that you might change your mind. If you need to cancel your order, you can do so before it has been shipped. Unfortunately, once your order is dispatched, we are unable to make any changes. However, after receiving your products, you can return them within 14 days.

We want you to be delighted with your Ruiia purchase. If you're not fully satisfied, please reach out to our customer service team from our contact page within 14 days of your purchase date to initiate a return.

Please note that items purchased from Ruiia Kyoto website cannot be returned to retailers. If purchased through an authorized retailer, please contact them directly for assistance.

More about our return and refund policy

We’re sorry your Ruiia Kyoto purchase didn’t meet your expectations. To start a return, reach us from our contact page within 14 days of purchase, including your order number and the item(s) you wish to return.

More about our return and refund policy

You are responsible for shipping costs for returns unless the item is faulty or damaged. We recommend using a tracked or signed-for service to ensure safe delivery, and keeping proof of postage.

Ruiia is inspired by Kyoto’s natural beauty and traditions, sourcing rare, natural ingredients from Kyoto farmers. Our formulations emphasize purity, efficacy, and the harmony between nature and skincare, avoiding synthetic additives and unnecessary fillers.

All formulations are designed to be as natural as possible using the ISO 16128 natural origin index.

Our products are designed to be gentle and effective for all skin types, including sensitive skin. Each formula is carefully crafted to nourish and protect the skin without causing irritation.

No, we avoid artificial fragrances and harsh preservatives. Our products are naturally scented by their botanical ingredients and preserved using gentle, skin-friendly methods.

Yes, Ruiia is committed to being 100% cruelty-free. We never test on animals, nor do we work with suppliers who engage in animal testing.

Sustainability is at the core of Ruiia. We prioritize responsibly sourced ingredients, eco-conscious packaging, and ethical production practices to minimize our environmental footprint.

At Ruiia, we are committed to sustainability. Our paper packaging is FSC certified, recyclable, and plastic-free. We strive to make a positive impact on both people and the planet with every order we fulfill.

For any questions, please reach out to our customer support team via our website’s contact form or our social media