Your questions answered

FAQ

How can I pay for my order?

At present, all payments are processed by Paypal or Stripe.  When you checkout, you will automatically be redirected to your chosen site for payment.

Do I need a Paypal Account?

No, you can choose to pay via Paypal without an account.  You will however need a debit card or credit card. Alternatively, you can pay via Stripe directly with your credit card.

I don't want the item in the colour displayed. Can you change it?

Yes, we usually stock different colour variations. If you don't see the colour that you are interested in, please contact us with details of your requirement.

I would like different text, is that possible?

Yes, we can normally change or add text (providing it fits).  Simply send us a message before purchase to confirm that your requirement is possible.

Please do not purchase an item and then send a list of changes as they may not get through to us and you will receive the standard item ordered.

Can I request a customised order?

Yes, simply contact us and we will get back to you.

How long will my order take to arrive?

As each order is custom made, no stock is held, and we will start work only when your order is received.

Dispatch will normally be within 5 working days, except during busy periods such as Christmas when delivery is within 10 working days.

If your order is likely to be delayed beyond 10 working days we will inform you and you will have the option to cancel and be refunded in full.

Delivery will then depend on the postal service to your local are.

Read more

Does your jewellery contain Nickel?

Certain items do contain Nickel, although all of our components comply with current EU regulations regarding Nickel content and we strive to ensure that our suppliers provide relevant certificates.

I'm not sure which crystal I need

Read more on how to select your birthstone.

Do you donate items to Charity?

We do receive a large number of requests to donate to charities and worthy causes, so unfortunately have decided that we can not offer our jewellery for charitable events in fairness to all.

How do I return an item?

Purchases made via our website are covered by distance selling regulations (with relevant exclusions for personalised or custom made items). You can return items within 7 days of purchase. They need to be returned unused and undamaged with their original packaging and we will be happy to exchange or refund.

Please contact us first to arrange a return.

Regrettably, items which have been engraved, embossed or stamped cannot be refunded or exchanged unless they are defective or faulty.

Sale items may only be exchanged during sale period.


Pack the items back in the parcel, include the paperwork and send it back to:

Ruby's Charms Returns

Windrush Stables

40 Dog Drove North

Holbeach Drove

Spalding

Lincolnshire PE12 0RZ

Please note that we cannot accept visitors.

When returning items you are strongly recommended to obtain proof of posting as we cannot accept responsibility for parcels lost in transit.

A prompt refund of the price of the goods will be issued once all the information referred to above is received. The credit card used for the original purchase will be credited with the original price. If there are any problems with your refund, we will contact you immediately

For all returns, except where the item is faulty or dispatched in error by us, you will be required to arrange and pay for the return of the products to us.

 

Lincolnshire, United Kingdom

©2017-2019 by Ruby's Charms.