Back To Top

FAQ's

ORDERS

> I have placed an order but would like to add/remove items; do I still have time to change it?

I'm sorry we are unable to change or amend an order once it has been completed and an order number has been issued. Unfortunately once your order has been dispatched we cannot recall it, you would need to arrange a return.

> I have placed an order but would like to cancel, is this still possible?

I am sorry we are unable to cancel your order once it has been placed. This is because our system is integrated with our warehouse so orders are automated and we cannot stop a dispatch once the order is on our system. Orders will automatically be allocated a carrier for dispatch. You would need to arrange a return for any unwanted orders as we do not offer free returns.

> I have placed an order online but have not received a confirmation email, has my order been placed?

Please contact us on 01664 453906 to check whether your order has been processed.

> I have received an incorrect order, what should I do?

If the order you have received is incorrect we will collect the item/items from you at a time and date that is suitable to you. For us to arrange this you will need to contact a member of our team on 01664 452906. We will then send out your original order immediately or refund the original amount to the card that the transaction was originally made with, depending on what you would prefer.

> I have not received my order in the expected delivery period what do I do?

– You can track your standard delivery parcel with Royal Mail
– You can track your next day delivery parcel with DPD
– You can call us on 01664 452906 with your order number ready

> Do I have to sign for my delivery?

For security reasons we require all dispatched packages to be signed for on receipt of delivery.

If you're not at home when the courier company delivers they may leave your package with a friendly neighbour or will leave you a card so you can rearrange delivery or pick up from your local collection office. Please contact us should you require assistance with your delivery.

> Do you have a next day service for my area?

We do not provide a next day service to the following areas:

postcode
> I live in Europe, do you deliver to my country?

Unfortunately, we do not deliver to the following countries as they do not offer a 'signed and tracked for' service:

We no longer deliver to Belgium and the Netherlands, if there is anything you require please contact our stockist Pas De Deux via email on info@pasdedeux.be or visit their website www.pasdedeux.be.

Albania Armenia Azerbaijan Cyprus
Estonia Georgia Kazakhstan Latvia
Macedonia Moldova Montenegro Norway
Serbia Spain Turkey Ukraine

We do deliver to the following European countries:

Andorra Austria Belarus Bulgaria
Croatia Czech Republic Denmark Finland
France Germany Gibraltar Greece
Hungary Iceland Italy Liechtenstein
Lithuania Luxembourg Malta Poland
Portugal Republic Of Ireland Romania San Marino
Slovakia Slovenia Sweden Switzerland
Vatican City

Our worldwide delivery includes the following countries:

Argentina Canada Cayman Islands Ecuador
Hong Kong Japan New Zealand Singapore
South Korea Thailand Trinidad & Tobago USA
> Useful Information

Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept responsibility for late deliveries due to circumstances outside of our control. We will try to inform you of any unexpected delay.

Please be aware that customers are responsible for payment of any local customs duties.

Unfortunately we are currently unable to dispatch orders to any BFPO or P.O.Box addresses.

If you would like to receive an SMS text and/or email notification for updates on your next day delivery please leave a valid mobile number and email address in the shipping address when placing an order.

RETURNS

> Can I exchange my item for a different one?

Yes, as long as it is the same style/price.

If you would like to order a different style, you will need to return the item for a refund and place a new order.

For our return details please click here.

> My item is faulty, how do I arrange a refund or exchange?

If your item is faulty you will need to create an online return for a faulty item. You will be required to upload an image of the fault in order to submit your request.

To get started you will need to click onto your account, then click on “Return an item” under the “Returns” header.

If you have any difficulties please refer to our returns guide. Alternatively you can call a member of our team on 01664 452906.

> I have lost my returns form.

You do not need your returns form to return your item. You will receive return labels when you generate a return online. To generate your return please click onto your account, then select “Return an item” under the “Returns” header. Then follow the instructions on each page.

If you have any difficulties with the returns process please refer to our returns guide. Alternatively you can call a member of our team on 01664 452906.

> How to I return an item online?

The development of our new returns system now allows you to return an item online. To begin the returns process you need to click onto your account, then click on “Return an item” under the “Returns” header.

If you have any difficulties throughout this process please refer to our returns guide.

> My item was bought from a stockist, can I return it to Ruby+Ed directly?

No, sorry we will only accept returns from orders placed via our telephone line or website. If you have purchased an item from a stockist, you will need to return it to the store.

GENERAL INFORMATION

> I cannot find the item I am looking for online

If the item is not available online, we do not have any stock of the product.

If a product has sold out (in all sizes) then it will be removed from the site. If some sizes are still available, the item will still be shown online.

> How can I tell which size will fit me best?

Our website provides a detailed size guide, which details the main body measurements for each size stocked. This page can be reached by clicking on the link below. For our faux fur coats and gilets, please see the specific product page for more detailed sizing information.

sizechart
> How can I subscribe or unsubscribe to your mailing list?

To unsubscribe, please follow the link at the bottom of your email or fill out a contact us form online.

Alternatively, you can sign into your Ruby + Ed account - choose the ‘Edit’ tab – choose the ‘Preferences’ tab – Tick the box next to ‘opt out of communications’ and you will no longer receive any communications from us via email or mailing. If you have any problems then please call us on 01664 452 906.

To Subscribe, fill out a contact us form with you details and we’ll add you to our mailing.

Clear Your Cache

Some customers have been experiencing difficulties when browsing on our website and trying to place an order. We have made some changes to our website to fix these problems, in order for them to take effect you will need to clear your cache in your browser settings. If you are unsure how to do this, please see below.

> For Google Chrome

To clear your cache, please go to your browser settings and click on advanced settings, scroll to the privacy section and click “clear browser data”, then select “empty the cache” (Cached images and files) and press “Clear browsing data” and you’re done!

> For Safari

Once your browser is open, click the safari menu and select preferences. Under privacy cookies and website – select details and then find rubyanded.co.uk and click remove. You may need to sign back into your account.

> For Internet explorer

Click the gear icon at the top right to open the Settings menu, then select “privacy” and “delete browsing history”. Tick temporary internet files and website files (you may need to uncheck the other boxes) and then press “delete”. Your computer may take a moment to process this and you’re done!

For more information or a step by step guide, you can visit www.wikihow.com/Clear-Your-Browser's-Cache