We aim to process and dispatch all orders within 48 hours of receiving them. During busy or sale periods there may be slight delays on your order being dispatched. You will receive your courier tracking information once your order has been shipped. You can find our shipping timelines here.
We send all orders via a traceable method with signature required upon delivery, and your tracking details can be found within the orders page of your customer account. Once your order has been picked up by the delivery partner we are no longer liable for any delays or lost/damaged items. If you believe an order has been lost, damaged or not delivered please lodge a claim directly with the relevant delivery company. In some cases the delivery company may ask you to get in touch with the sender as part of the claims process. If this is the case, please contact our online store via our contact us form or chatting a Rubette over live chat.
All international customers are responsible for customs and duties charges within their own country. We have no control over these charges and cannot predict what they may be. Payment of these levies may be necessary to release your order from customs on arrival. RUBY is not responsible for custom duty charges.
Please refer to the shipping times listed here. If the expected wait time has passed, please get in touch with us via our contact us form, live chat or call +64 9 360 3708. Unforeseen circumstances may occur and we sincerely apologise for any inconvenience that this may cause.
Our stock is shared across our seven IRL RUBY stores to ensure our Rubettes have a range of sizes and styles available while shopping. This means we fulfill our online orders from our stores across Aotearoa. If your order is being fulfilled from multiple of our RUBY stores, and does not qualify for free shipping, the freight charge will be applied per parcel that needs to be sent from each location. We will automatically refund any double charge for freight incurred at checkout, to the customers original payment method.
How can we help you?
If you have a question, it might have already been answered on our FAQ page. If your answer is not there, please send us a message on Messenger and we'll get to it as soon as possible.