FAQ

ruvv is an online marketplace that connects buyers with independent sellers offering jewelry and related goods. We operate the platform, payment facilitation where applicable, and certain fulfillment or quality-control coordination through our structure—including work performed by or through our subsidiary operations in Korea as described on our site. Unless expressly stated on a product page, ruvv is not the manufacturer of listed items; sellers are responsible for their listings subject to our policies.

Browse jewelry and related goods in the shop. Listing accuracy is the seller's responsibility as stated in the Terms.

Product descriptions, images, and prices are provided by sellers (and may be displayed in your storefront currency using indicative conversion rules shown at checkout). When you place an order, you offer to buy at the terms shown at checkout. We or the seller may refuse or cancel orders in limited cases (e.g. fraud checks, stock errors, legal restriction).

Payments are processed by our payment providers (e.g. Stripe for card payments). You agree to their terms where presented at checkout. Additional payment methods (e.g. digital assets) may have separate instructions and risks disclosed on the relevant payment pages.

This policy explains how orders placed through ruvv (operated by MYNZ LIMITED) are shipped. Specific delivery estimates may appear at checkout or on the product page and control where they differ from this general overview.

Sellers may ship from various origins (including Korea and other regions where our sellers operate). International orders may involve longer transit times and customs processing than domestic shipments.

Orders are typically prepared within the dispatch window shown on the listing or checkout (often a few business days). Custom or made-to-order pieces may take longer; any extra lead time should be stated on the product page.

We use reputable carriers suited to jewelry and small parcels. Where available, you will receive a tracking link or identifier once the shipment is handed to the carrier. Tracking updates depend on the carrier's systems and destination country scans.

International shipments may be assessed for import duties, VAT/GST, or other taxes by your country's customs authority. These charges are typically the buyer's responsibility unless we explicitly state that duties are prepaid (DDP) for your order. Refusal of a parcel due to unpaid duties may result in loss of the item or additional return fees.

Jewelry is packed to reduce movement and conceal high-value contents where practical. Insurance or declared value may follow carrier rules and the coverage selected for the shipment; consult your order confirmation or contact support for specifics on a given order.

If tracking shows delivery but you cannot locate the parcel, check with household members, building reception, or local postal pickup rules first. For damage in transit or lost parcels after confirmed handoff to the carrier, contact our support team promptly with your order reference—we will coordinate with the seller and carrier under applicable policies and consumer law.

Shipping questions for a specific order are best handled through the support options on ruvv.com so we can reference your order details.

Delivery timelines and carriers vary by destination and seller dispatch practices. International shipments may be subject to import duties, taxes, and customs clearance, which are typically your responsibility unless stated otherwise at checkout. Title and risk of loss pass according to the shipping terms stated on the order or our shipping policy.

Because jewelry is often personalised, hygiene-sensitive, or materially altered once worn, return and refund eligibility depends on the seller's policy, applicable consumer law, and the condition of the item. Certain items may be non-returnable where disclosed at purchase. Contact support through the channels we provide if your order arrives damaged, materially not as described, or fails to arrive within the stated window.

Custom, made-to-order, and personalised items. Products that are produced or customised to your specifications—including made-to-order, bespoke sizing, engraving, stone or design choices made for your order, or other per-order manufacturing—are not eligible for exchange or return for change of mind, fit or style preference, or subjective dissatisfaction, except where mandatory consumer law in your country requires otherwise. For these items, returns, refunds, or replacements are limited to cases where the product itself is defective, has a manufacturing flaw, was damaged in transit, or is materially not as described in the listing, as verified through our support process and the seller's obligations.

Return and exchange costs (non-defect cases). Where an exchange or return is permitted but the reason is not a defect or manufacturing flaw in the product itself (for example, a discretionary return allowed under seller policy or applicable law), any costs arising from that return or exchange—including outbound and return shipping, insurance, customs or import charges, restocking or handling fees, and similar expenses—are borne in full by the buyer, unless we or the seller expressly agree otherwise in writing for your order or mandatory law requires a different allocation.

The data controller for personal information processed in connection with the Services is MYNZ LIMITED, operating the ruvv marketplace from New Zealand. Certain processing may occur through service providers or affiliated operations (including coordination linked to our Korean subsidiary functions described on our website).

Payments: payment transactions are handled by payment processors (e.g. Stripe). We typically receive limited payment metadata (status, last four digits where applicable) rather than full card numbers, which are processed directly by the processor under their privacy policy.

We share personal information with vendors who help us run the Services—such as hosting, email delivery, payment processing, analytics, customer support tooling, and fraud prevention—under contractual safeguards. We may disclose information if required by law or to protect rights and safety. If we undertake a business transaction (e.g. merger), your information may transfer subject to appropriate protections.

For privacy requests or questions, use the contact method published on ruvv.com (support or legal inbox). We will respond within a reasonable timeframe consistent with applicable law.

You must be able to form a binding contract in your jurisdiction to make purchases. You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account. Notify us promptly of any unauthorised use.

For questions about these Terms, contact us through the support options listed on ruvv.com (including in-product messaging where available). Legal notices may be sent to the contact details published on our Privacy Policy page.

Seller onboarding is separate from the policy excerpts above. Start an application at Sell on ruvv. Seller obligations for listings remain subject to the Terms.