Frequently Asked Questions

We have answered our most common questions below. If you cannot find what you are looking for, please do not hesitate to contact our team — we are always happy to help.

How long does shipping take?

Standard orders are processed within 1–3 business days. Delivery typically takes 5–10 business days depending on your location. You will receive a shipping confirmation email with tracking details once your order has been dispatched.

How do I track my order?

Once your order has been shipped, you will receive an email containing your tracking number and a link to track your parcel in real time. If you have not received your tracking information within 3 business days of placing your order, please contact our support team.

Can I cancel my order?

We process orders quickly, but if you need to cancel, please contact us as soon as possible. Cancellations can be made within 24 hours of placing your order. After this window, your order may already be in processing or dispatch and we may be unable to cancel it.

Do you offer returns?

Yes. We accept returns within 30 days of delivery, provided the item is unused, in its original condition, and in its original packaging. Please contact our team to initiate a return before sending any items back.

How long do refunds take?

Once we have received and inspected your returned item, refunds are processed within 5–7 business days. The funds will be returned to your original payment method. Please note that your bank may take additional time to process the credit.

What payment methods do you accept?

We accept all major credit and debit cards including Visa, Mastercard, and American Express. We also accept PayPal and other secure payment methods available at checkout.

Can I change my order after placing it?

Order changes can be requested within 24 hours of purchase. This includes changes to size, colour, or delivery address. Please contact us immediately with your order number and the changes you require. We cannot guarantee changes after this window.

Do you ship internationally?

Currently, we primarily ship within our home market. Please check the shipping options available at checkout for your location. If you have a specific international enquiry, feel free to contact us and we will do our best to assist.

How do I contact customer support?

You can reach our team by emailing support@rusticgraceliving.com. We respond to all enquiries within 24 hours during business hours (Monday–Friday, 9 AM–6 PM).

What if my item arrives damaged?

We are so sorry if this happens. Please contact us within 48 hours of delivery with your order number and clear photos of the damage. We will arrange a replacement or full refund as quickly as possible — at no cost to you.

How can I care for my furniture?

Care instructions vary by product and material. General tips include: avoid direct sunlight for extended periods, clean with a soft dry or lightly damp cloth, and avoid harsh chemical cleaners. Specific care guides are included with select products. If you need advice for a particular item, contact our team.

Do you restock sold-out products?

We do restock many of our popular items. If a product you love is out of stock, check back regularly or contact us to ask about availability. We recommend signing up for restock notifications where available on the product page.