Rue HayaReviews of ruehaya.com

Response from Rue HayaMar 8, 2026

We’re truly sorry to hear that you were disappointed with your experience. Our goal is always to provide quality products and a positive shopping experience for every customer. As a small boutique brand, we work hard to keep our dress prices affordable while also offering complimentary customization for customers who provide their measurements. To help avoid sizing issues, we strongly encourage checking our size chart or sharing measurements before ordering so we can adjust the fit when possible. Regarding exchanges, our policy requires customers to cover return and reshipment shipping costs. This allows us to keep our product prices and original shipping rates as competitive as possible while continuing to offer services like free customization. We understand that shipping costs can sometimes be frustrating, especially for lower-priced items, and we always try to be transparent about our policies before purchase. Our team is always happy to help customers with sizing questions ahead of time to minimize the chance of an exchange being needed. We truly appreciate all feedback as it helps us improve.

Response from Rue HayaMar 4, 2026

Thank you for taking the time to share your feedback. We're really sorry to hear that the item didn’t meet your expectations and that the fabric caused discomfort for you. That’s certainly not the experience we want anyone to have with our pieces. We carefully select our materials, but we understand that sensitivities to certain fabrics can vary from person to person, and we truly appreciate you bringing this to our attention. We would love the opportunity to make this right for you. Please reach out to us at [email protected] with your order details so our team can assist you directly and find a solution. Your feedback is important to us and helps us continue improving both our products and our customer experience. Warm regards, The Rue Haya Team

Response from Rue HayaMar 8, 2026

We’re sorry to hear that your experience did not meet expectations. We always aim to communicate clearly with our customers and provide updates throughout the order process. To clarify, our company does have operations based in Texas, where we are currently building inventory and expanding our facility. At the moment, some of our dresses are still manufactured and shipped from our production team in Egypt while we complete the transition of more inventory to the U.S. This allows us to maintain our quality standards while working toward faster domestic fulfillment. Tracking information is provided once orders are processed and shipped, and our team is always available to assist customers who need help locating their shipment. As a small boutique brand, we are continuously improving our logistics and customer service as we grow. We appreciate feedback and take it seriously as we work to provide a better experience for every customer.

Response from Rue HayaFeb 28, 2026

Hi Mb, We’re truly sorry that your experience felt frustrating — that is never the experience we want any customer to have. We located your order #1540 and want to clarify a few important points so future readers have the full and accurate picture. Ruehaya is a U.S.-registered business and our customer support and return processing are handled from Texas and a fullfillment center in Florida. Some of our garments are produced by our manufacturing partners overseas (which is common in the apparel industry), and orders may ship directly from the production facility in order to keep prices accessible for customers. This information is also provided in our shipping policy. Regarding your return — we did approve the return and provided the Texas return address you mentioned. Once your tracking showed delivery, the package unfortunately was not logged into our warehouse intake. Because of this, we requested verification from the carrier so we could issue the refund correctly. We never keep both a product and a customer’s payment intentionally, and we are always willing to resolve cases where a package is confirmed received. We would still like to resolve this for you. Please contact us at [email protected] with your tracking receipt or PayPal case ID so we can personally review and finalize this matter. We understand that waiting on a refund is upsetting, and we sincerely apologize for how this situation felt from your perspective. Our goal is always fairness and transparency, and we are here to help. Kind regards, Ruehaya Customer Care

Response from Rue HayaNov 29, 2025

Thank you for sharing your feedback. We truly regret that your experience did not meet your expectations, and we take all customer concerns very seriously. We attempted to reach out to you directly from [email protected] to better understand and resolve the matter, but we have not yet received a response. Please check your spam inbox or promotion inbox and feel free to reply to our email or contact us directly at [email protected] so our team can assist you promptly.

Response from Rue HayaNov 20, 2025

Hi Zainab, thank you for sharing your experience, and we’re truly sorry for the frustration this caused. We reviewed your order, and it left our manufacturing facility on October 20 and was delivered on October 28. Your message reached us on November 11, after the return window had passed. We completely understand that you were traveling, which made it difficult to check the package right away. Regarding the condition of the dress, the item was dispatched in perfect condition, so we believe the water damage may have occurred during the time the package was left unattended. Still, we absolutely understand how disappointing that is to come home to.