Frequently Asked Questions
Last Updated: August 16, 2026
What products does Ruvanos sell?
Ruvanos specialises in wall clocks, with our collection focused on Pendulum Wall Clocks and Interior Wall Clocks. Product information is provided on the relevant product page to help customers understand the item before placing an order.
Where does Ruvanos ship?
Ruvanos currently ships only within the United Kingdom. We do not currently offer shipping outside the United Kingdom.
Which shipping carrier does Ruvanos use?
Orders are shipped using Evri. Where tracking information is available, it will be provided after the order has been dispatched.
How much does shipping cost?
Ruvanos charges a flat £8 shipping fee for orders shipped within the United Kingdom. There are no additional standard shipping charges added by Ruvanos beyond the stated £8 shipping fee.
What is the order cut-off time?
Our order cut-off time is 3:30 PM (GMT+1), Monday through Friday.
Orders placed after 3:30 PM, or on weekends and applicable non-business days, will be treated as being received on the next business day for processing purposes.
How long does order processing take?
Orders generally require 1–2 business days to process. Processing includes preparing the wall clock, checking the order details, and preparing the package for dispatch.
How long does delivery take?
The estimated total delivery time is 5–7 business days.
This includes approximately 1–2 business days for order processing and 4–5 business days for carrier transit.
The delivery timeframe is an estimate and is not a guaranteed delivery date. Carrier operations, weather, public holidays, transportation issues, incorrect address information, and other unforeseen circumstances may affect delivery.
What should I do if my package is delayed?
If your wall clock has not arrived within the estimated delivery timeframe, please contact us at support@ruvanos.shop with your order number.
We will review the available tracking and shipment information and assist you with the next steps. A delayed tracking update does not necessarily mean that a package has been lost, as carrier scans and transportation updates can sometimes take additional time.
Can I track my order?
Where tracking information is available, it will be provided after your order has been dispatched. Tracking information may not appear immediately because the carrier may need time to scan and register the package.
Can I cancel my order?
You can request cancellation within 1 day of placing your order by contacting support@ruvanos.shop.
We will make reasonable efforts to process the request, but cancellation is not guaranteed once the order has entered processing, been prepared for dispatch, or has already been dispatched.
What payment methods do you accept?
Ruvanos accepts:
- PayPal
- Stripe
Payment is required when placing an order through the store. Payment processing is handled through the relevant payment provider.
Can I return a wall clock if I change my mind?
Yes. Ruvanos accepts eligible returns for non-defective wall clocks within 24 days from the date of delivery, subject to the conditions in our Returns & Refund Policy.
For a non-defective return, the customer is responsible for the return-label or return shipping cost.
Please contact us before sending the product back.
Can I return a damaged or defective wall clock?
Yes. Eligible damaged or defective wall clocks can be returned within the 24-day return window.
Please contact us at support@ruvanos.shop and provide your order number along with clear photographs of the wall clock and, where relevant, the shipping packaging.
We will review the information and determine the appropriate resolution.
What if I receive the wrong wall clock?
If you receive a product that is different from the wall clock you ordered, contact us at support@ruvanos.shop with your order number and clear photographs of the product received.
If the wrong product was sent by Ruvanos, Ruvanos will cover the applicable return-label cost and provide the appropriate return instructions.
Who pays the return shipping cost?
For eligible returns that are not caused by an issue attributable to Ruvanos, the customer is responsible for the return-label or return shipping cost.
If Ruvanos sends the wrong product, or a wall clock arrives damaged or defective and the issue is confirmed to be attributable to Ruvanos or shipping, Ruvanos will cover the applicable return-label cost.
Do you offer direct exchanges?
No. Direct exchanges are not accepted.
If you want a different wall clock, you may need to return the original product under our Returns & Refund Policy and place a separate order for the desired product.
Do you charge a restocking fee?
No. Ruvanos charges $0 in restocking fees for eligible returns.
When will I receive my refund?
Approved refunds are generally processed within 10 business days after the returned wall clock has been received, reviewed, and approved.
The time for the refunded amount to appear in your account may be longer depending on PayPal, Stripe, your bank, card issuer, or another financial institution.
What should I do if my refund is delayed?
If you have been informed that your refund has been processed but the money has not appeared in your account, allow additional processing time for the relevant payment provider or financial institution.
If the refund still has not appeared after a reasonable period, contact support@ruvanos.shop with your order details so we can check the available refund information.
Do I need to contact Ruvanos before returning a product?
Yes. Please contact Ruvanos before sending any wall clock back.
Provide your order number and the reason for the return. If the return involves a damaged, defective, or incorrect product, provide clear photographs of the product and packaging where relevant.
We will review the information and provide the applicable return instructions.
What happens when a returned wall clock arrives?
Returned wall clocks may be inspected after they are received. We review the condition of the product and compare it with the reason provided for the return.
A return does not automatically guarantee a refund. The product must meet the applicable return requirements before a refund is approved.
If a product that was previously repaired, replaced, or otherwise correctly addressed is later returned with additional damage or a materially different condition, we may need to assess the circumstances before determining the appropriate resolution.
How long do I have to request a return?
Eligible returns must be requested within 24 days from the date the order was delivered.
Customers should contact us as soon as possible if there is a problem with a wall clock rather than waiting until the end of the return period.
What information should I provide when reporting a damaged product?
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the wall clock
- Photographs of the shipping packaging where relevant
- Any other information reasonably requested to help us assess the issue
This information allows Ruvanos to review the reported problem and determine the appropriate return or refund process.
What are Ruvanos’s customer support hours?
Our chat support is available 24/7.
Our regular business hours are Monday–Friday, 9:00 AM–5:00 PM (GMT+1).
How can I contact Ruvanos?
You can contact us at:
Ruvanos
Email: support@ruvanos.shop
Chat Support: 24/7
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (GMT+1)
Business Address: 2 Manor Ct, Kirkby Stephen CA17 4SJ, United Kingdom