-**How long will it take to receive my order in Alert Level 3? **
Our online store is open and we are shipping out orders as normal. Please note that due to COVID-19 lockdown in New Zealand, order dispatch may be slightly delayed. We will send out your order as soon as possible, and you will receive tracking details once it has been dispatched.
-I want to return my purchase but was unable to because of Level 4 lockdown. Will you extend your returns timeframe?
Please note that due to COVID-19 Level 4 in Auckland, our returns period of 7 days will be extended until lockdown has ended or your city moves to Level 3 or below. Your order must be returned within 7 days of your city moving out of Level 4.
- Can I make changes to my order?
If you would like to make any changes to your order please get in touch with us ASAP at email@example.com or 0800 RUBY ONLINE (international +649 3603708), We will try our best to make this change before the order has been finalised.
- What happens if my parcel gets lost?
We send all orders via a traceable method with signature requires upon delivery. 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 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 at firstname.lastname@example.org.
- How long will it take to receive my order?
We aim to process and dispatch all orders within 24 hours of receiving them. During busy or sale periods there may be slight delays on your order being shipped out. You will receive your courier tracking information when your order is collected.
- Will I have to pay for customs and duties tax?
All international customers are responsible for customs and duties 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.
- My parcel still hasn’t arrived?
We apologise for the delay of your order. Please get in touch with us at email@example.com or +649 3603708.
Please note that due to COVID-19 international and Australian orders are in some cases experiencing delays. While we do offer an estimated shipping time frame here , occasionally unforeseen circumstances occur. We sincerely apologise for any frustration or inconvenience that this may cause.
- Can I return my items when I have used the 10% WELCOME discount to purchase?
We are unable to offer returns for items purchased using the 10% WELCOME discount, however we do offer store credit or exchanges.
- How do I return or exchange an item?
Provided you meet our returns criteria which is listed here , we accept returns and exchanges on full priced items. If you would like to return or exchange your purchase for any reason, please follow the returns procedure here .
-What is the difference between the Marley and the Firebird Pant?
The Marley Pant is slightly more high-waisted than the Firebird pant. They have a wider waist band, with a wider leg and a subtle flare, compared to the Firebird pant that has a straight leg.
- What do I do if I received a faulty/incorrect item?
If you discover that your item has a fault, or that you have been sent the incorrect item please contact us at firstname.lastname@example.org or +649 3603708, within 3 days of receiving the item, with your order number and we will do our best to resolve the issue.
- How do I know if an item will be restocked?
Sometimes if a particular item is popular with our customers, we will bring it back into stock. We love hearing your feedback about styles that you would like us to bring back, so be sure to contact our team either via LiveChat or at email@example.com. We can put you on our request list and if it ever does come back in stock you will be contacted!
We also encourage our customers to use the RUBY Matchmaker service which can help Rubettes looking to rent/buy or sell specific RUBY and Liam pieces. You can sign up to Matchmaker here .
- How do I know what size to buy?
RUBY follows our standard sizing chart which can be found here . Feel free to use our Livechat service and ask one of our Rubettes for fit advice on specific items!
- I haven't received a reply to my enquiry or an order confirmation?
We aim to respond to all enquiries within 36 hours. Please bear with us during busy periods (launch weeks, flash sales or during COVID-19) as we will have an above average number of enquiries to respond to.
Sometimes our emails may get sent to allocated folders such as promotions or junk. Please check these folders if you do not hear from us within 2 business days. Before submitting your order or online enquiry, please carefully review your contact details.
- I haven’t received an order confirmation email?
You will receive a confirmation email as soon as our online team have processed your order. They usually process orders within 24 hours, however if you have not received an order confirmation email within 24 hours please contact us on firstname.lastname@example.org or +649 3603708.
- I ordered something and now it’s on sale; will you match the new price?
Unfortunately, we do not offer price adjustments for items that have been marked down. We apologise for this inconvenience!