Frequently Asked Questions
Need help? Browse all FAQs by topic.
General Information
Rue Marengo is headquartered in Dallas, Texas, in the United States.
Rue Marengo is currently a 100% online store. However, we expect to open physical retail stores in the future!
Yes! Sterling silver is the same as .925 silver, which is the standard of silver purity for jewelry. In fact, a jewelry is considered to be fine silver if it contains 92.5% or more of pure silver (hence .925!).
Yes! All of our sterling silver jewelry is marked with “.925”. Most of the time the mark is in the back of the item and can be very discrete or small so as to preserve the appearance of the design.
Some of our products are made in .950 silver which has a higher silver content of 95.0% and are marked accordingly.
Not typically, but when we do, we make sure we indicate in the product description that the item is silver plated, as opposed to made in sterling silver.
Some of our designs are made with .950 silver. This means they are made in silver with a purity of 95.0%, which is higher than Sterling silver. 950 silver is sometimes used to create more intricate designs because it is more malleable and easier to work with. It is also shinier and has a higher resistance to tarnish.
Help with Orders
Usually, once an order has been placed, it cannot be changed or canceled. We ship orders pretty quickly because we want them to get to you as soon as possible.
However, you may call our Customer Care Center to see if your order can still be cancelled.
Because we process orders quickly most orders cannot be changed or canceled. If you think you have provided us with incorrect information, please contact our Customer Care Center immediately.
Yes! A few moments after you place your order we will send you an e-mail to confirm we received your order. We will send you a second e-mail with tracking information once we ship your order. We will send these emails to the email address you provided to us.
Sometimes the e-mails we send to you end up in the junk mail folder, so make sure to check it. In order to prevent this from happening in the future, drag our e-mails to your main inbox or right click on one of our e-mail and choose the option “This is not junk mail”. It will then be moved into your main inbox.
If you cannot find our e-mails, please contact the Rue Marengo Customer Care Center and we’ll be happy to assist you.
Once your order is shipped, we will send you an e-mail containing your order’s tracking number and carrier so you can track your order. You can also track your order in the Rue Marengo tracking portal at the bottom of the page.
Shipping
Because we process orders quickly most orders cannot be changed or canceled. If you think you have provided us with incorrect information, please contact Customer Care immediately.
We can only accept one address per order. If you need to send items to different addresses, you will need to place a separate order for each address.
All domestic orders are shipped via USPS, UPS, FEDEX, DHL or LSO. These are established and reputable carriers with a track record of quality service. We will send you an e-mail with carrier and tracking information once we ship your order.
Nevertheless, we take every measure to ensure the secure delivery of your order by using discreet, sturdy shipping boxes that give no indication as to their contents. Additionally, all orders are insured against loss or damage during transit.
Please note that orders of $100 or more require a signature at delivery.
All orders of $100 or more require a signature upon delivery.
We currently offer the following delivery times:
- Standard Ground Shipping (3-5 business days)
- 2 Business Days
- Next Business Day
For orders to be shipped the same day, you must place your order before 12pm CST. Orders placed on Saturdays, Sundays or during holidays will be shipped the following business day.
To ensure the secure delivery of your order, Rue Marengo does not ship to PO Boxes.
Unfortunately, we are currently unable to ship to APO, FPO and DPO addresses.
We do! During checkout, once you enter your full address, you will be presented with your shipping rate.
Please note that free shipping is only available within the United States.
IMPORTANT: You are responsible for paying and checking if your country charges taxes on imported products. Some countries may hold a product in Customs until the buyer pays the import tax, which is usually a small percentage of the order total. Please refer to your government’s Customs office.
Returns
For instructions on how to return an item, please visit our Returns & Exchanges page here.
Please note that we cannot process returns for orders shipped internationally.
please visit our Returns & Exchanges page here.
Please note that we cannot process exchanges for orders shipped internationally.
To return a gift, please follow the standard return policy we have outlined in our Returns & Exchanges page here.
If you need help making a return, please contact Customer Care at (888) 867-9867 or at [email protected] and we will be happy to assist you.
Please allow two weeks for your return to be processed. Different financial institutions process refunds differently. Some are faster and others take more time.
Please note that we cannot process refunds for orders shipped internationally.
Payment Methods & Billing
We currently can only accept one credit or debit card per order.
Yes. However, to ensure the secure delivery of your order, Rue Marengo cannot deliver to PO Boxes.
Yes. If you wish to pay in installments, during checkout you must select the option to pay with PayPal Pay in 4, which will give you the possibility of paying in 4 installments.
My Account
If you cannot access your account try resetting your password. Sometimes the password reset e-mail could end up in your junk mail. Please be sure to check your junk mail folder.
To prevent this from happening in the future, drag our e-mails to your main inbox.
If you still cannot access your account, or if you need help with other aspects of your account, feel free to contact the Rue Marengo Customer Care Center via e-mail at [email protected] or by phone at 469-995-7935.
Gifting, Gift Cards & Packaging
Our packaging is luxurious and elegant and is guaranteed to make an impression. Inside every shipping box you will find a branded envelope with your invoice and a care card; a branded, high-quality presentation box, a branded velvet pouch and your jewel.
The bigger necklaces come in a luxurious necklace box within a beautifully textured dark brown box.
For now, we do not offer paper wrapping or custom messages.
In order to see a Gift Card’s balance you must first create an account. Once inside your account, click on the Gift Card tab, enter your Gift Card number and click on the “Check Balance” button.
Yes! To add funds to your Gift Card you must first log-in to your account and click on the Gift Card tab. Enter your Gift Card number and click on “Check Balance”. From there you will be able to purchase funds for your Gift Card.
If you need help with your Gift Card, please contact Customer Care Center by writing to [email protected] or by phone at 469-995-7935 and we will be happy to assist you!
You can still use your Gift Card to make the payment. You will then be prompted to pay the remaining balance with another payment method.
