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Order Issues

5 articles

Help articles outlining common order issues, covering general information on ordering, and guidance on what to do if there are any issues.

Articles

I need to cancel or amend my order

Please email us immediately to cancel or amend your order. Your order can only be cancelled if you do so before it is processed by our fulfilment team. We are proud to say our fulfilment team works pretty fast, so we cannot guarantee we'll be able to

I want to exchange my item

Due to the highly fluctuating availability of our products, we do not offer exchanges. We suggest you purchase what you would like and return your existing product for a refund from us instead. You can track the progress of your order and arrange a r

My order is wrong - there is an incorrect or missing item

We’re so sorry this has happened!. You can log an issue with your order here - https://tracking.tryhutch.co.uk/ruka. Alternatively, please email us at [email protected] with your order number and photos of what it is you have received and we will do

I haven’t received my order, but the tracking information says that I have

This usually happens when the courier either leaves your parcel in a safe space, with a neighbour/concierge or with someone in your place of residence. It is worth checking a couple of things. If you still don’t find it, please contact us at [email protected]

I haven’t received my order

You can track the progress of your order and make amendments here - https://tracking.tryhutch.co.uk/ruka. If you created an account with us at checkout, you can log in (click the smiley face in the top right corner) and find your order history. Click