If you have any concerns, questions or suggestions, you can contact one of our Customer Service members available on our live chat.If they are not available at the moment, you are more than welcome to send a message to firstname.lastname@example.org.
You can also talk to our customer support team by phone at + 1 (203) 545 81 25. If they are not available, you can leave a voice message and we will contact you as soon as possible.
Our headquarters are located in Fairfield, Connecticut (USA) while design and manufacturing are headquartered in Easter Europe.
In order to eliminate the extra costs associated with physical storefronts (rent, insurance, staff), we currently only have an online store.
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ORDERS AND PAYMENTS
As long as your order has not been processed or shipped, we can make changes to it or cancel it. It really depends on the demand but we will do everything we can to make it happen. So contact us at email@example.com right away. Please make sure to inform us about the changes you need to make (delivery address, quantity, phone number, etc.) at first contact. If we are not able to cancel your order, you can return it to us once you receive it and request product exchange or a refund.
At the moment we accept we accept all major Credit and Debit Cards and PayPal Express.
We take security very seriously and do not process or store any of your payment information ourselves. All payment related matters on Runo are handled by Shopify Payments.
If you requested a refund to your Credit Card and your refund is accepted, we will issue a refund within the 24 hours. After that it will take from few to 30 business days for your refund to appear on your account depending on the credit card company and banking protocols.
SHIPPING AND DELIVERY
The number of days for delivery should not be confused with the time it takes for the product's knitting or crocheting. All knits are usually custom made to order and require up to four working weeks for knitting. When your order is ready to be shipped, it will be delivered in the duration indicated on the shipping method.
If an item has the ‘out of stock’ status, it means that we will start knitting the item after you place and pay for your order. Remember that all items are hand knitted. This should normally take a maximum of four working weeks. For different items in our online shop, the production time may vary and will be stated on the product page. Once we receive your order, we will send you a separate email indicating the expected shipping date. Remember that shipping time to your town or country does vary.
In some cases, we can alter the pattern to make, for instance, the sleeves longer or offer you a different color. Please note, though, that these items will be customized for you and therefore cannot be returned or refunded. For any requests, please drop us an email at firstname.lastname@example.org before you place your order.
Shipping times vary –but we will try to send out your parcel the business day following your order being placed for in-stock items. Once handed to the shipping company, you will receive a tracking number so you can see exactly where you parcel is and how long it will take for delivery. When items are made to order, delivery time will be provided when you place your order.
Yes. Once your order has been dispatched, you will receive an email from our shipping company, containing your tracking number. You can track your order using our Track Order Page HERE.
RUNO AND CARE
The best way to refresh our knitwear is by airing it outside in a shady place – this will do the job most of the time! Or, if necessary, take it to your local organic dry cleaner.
1. Fill a tub with clean, lukewarm water.
2. Add a wool detergent, preferably a Woolmark-approved detergent.
3. Soak wool garment for 10 minutes.
4. Rinse thoroughly in lukewarm water.
5. Rinse again in cold water.
When placing the garment on a towel to dry, gently knead it by hand into shape and size, and remove as many creases or folds as possible. Allow the garment to dry in the air naturally. Always lay sweaters or other knitwear flat to dry, if possible.
Yes, they are. We work with a number of knitters, mostly from Eastern Europe.
Runo doesn’t sell the complete Maridruna’s collection in our online shop, but we will try to make anything happen. So don’t be shy and send us a picture of what you would like to buy and we will let you know if we can make it possible for you and how long it will take.