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FAQS

F&Qs

ORDER:

 

Q - Help! I have just placed an order and would like to add something else / make a change to my order! 

A - Sorry we are unable to make any alterations to existing orders. You’ll need to place a new order, however we are more than happy to refund the delivery charge as long as your other order hasn’t already been dispatched. If you need to change the size, billing/ delivery address or shipping method, please drop us an email as quickly as you can. We may be able to help and make the changes you require - please note this isn’t 100% guaranteed. 

 

Q - I’m missing an item from my order!

A - In the unlikely event you are missing an item from your order, please contact us immediately with the below information to ensure we can get this resolved as quickly an efficiently as we can. Once we have received this we can then get this sorted as quickly as we can! Please contact - SALES@RUBYMAECHILDRENSWEAR.COM

  • Your order number
  • Name of the item missing

ALL CLAIMS FOR ORDERS ARRIVING WITH MISSING ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.

 

Q - I have been sent the wrong item / wrong size item

A - In the unlikely event of this happening, please contact us immediately with the relevant information below. Once we receive this we can then get this sorted immediately. Please contact - SALES@RUBYMAECHILDRENSWEAR.COM

  • Your order number 
  • Name of item missing or wrong size
  • Please take a photo of the incorrect item you have received / the incorrect size and sent this to us as well.

ALL CLAIMS FOR ORDERS ARRIVING WITH MISSING ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.

 

Q - Why haven’t I received my order conformation?

A - Every order receive two emails: one is an order confirmation to let you know we've received your order and the other is to give you a heads up that your order is on it's way.

These may go into your spam folder / junk folder so please double check this as they can sometimes end up in there. If your emails aren’t in there you may have incorrectly entered your email address. If you think this may have happened please email us at sales@rubymaechildrenswear.com and we can get this sorted for you.

 

Q - My transaction has declined - why is this?

A - Your card may have been declined for a number of reasons.

 

  • The card number is incorrect
  • The name on the card doesn’t match the cards records
  • The CVS/ security number is incorrect
  • The postcode doesn’t match the cards records
  • The address doesn’t match the cards records 

 

We would recommend double checking all the information is correct before you complete your purchase. If you have entered something incorrectly we are unable to change any of these details. For security reasons we have no access or control over any payment details or any information on why the payment has been declined. You will have to speak to your bank or card issuer for further assistance. 

 

Please note payment is not taken by us when your card is declined. Sometimes this can temporarily show on your bank statement. This is because your bank has ‘released’ the funds but we have not ‘captured’ them. This process automatically reverses but this will depend on your bank how long this takes. Again we have no control over this.

 

Q - What forms of payment do you accept?

A - We offer traditional payment methods such as - PayPal, Visa, American Express, Master Card and Discover Card payments.

 

We also offer buy now and pay later:

Klarna - pay after 30 days 

Klarna - Slice into 3 payments 60 days 

Clearpay - split your balance into 4 payments every 2 weeks

 

 

Q - When will my order be dispatched?

A -  Orders placed before 3pm GMT weekdays will be dispatched on the same day. However we are a small family business and if same day dispatch isn’t possible your order will be dispatched the next working day.

 

We do not ship parcels over the weekends however if we are really busy we may pack orders and have them ready for shipment on the next working day. This is why you won’t see any update on your tracking.

We don’t ship on bank holidays either.

 

Q - I haven’t received my dispatched email?

A - Every order receive two emails: one is an order confirmation to let you know we've received your order and the other is to give you a heads up that your order is on it's way.

These may go into your spam folder / junk folder so please double check this as they can sometimes end up in there. If your emails aren’t in there you may have incorrectly entered your email address. If you think this may have happened please email us at sales@rubymaechildrenswear.com and we can get this sorted for you.

 

Q - How long will it take for my order to reach me?

A - For full details regarding deliveries please click here

 

Q - Do you ship worldwide?

A - Yes we do! 

 

Q - What will the customs charges be for my order?

A - Sorry, as this is something that varies from country to country we can't estimate this for you and you'll need to check with your local customs authorities before placing your order! For your info, your parcel will be marked as 'baby clothing' along with the parcel value as legally required by us.

 

Please note, you, the customer, are responsible for the payment of any customs fees.

 

Q - Where can I find a discount code?

A - Every so often we love to treat our customers as a little token of our gratitude! You can find these across all of our social media pages. Follow us below for your chance to grab a discount code! 

Instagram: @rubymaechildrenswear

Facebook: Ruby-Mae Childrenswear

TikTok: rubymaechildrenswear

You can also follow our brand reps on Instagram who all have a unique discount code the can be used on full priced items.

We do also have a VIP mailing list - our VIPS will receive discount codes before anyone else! Don’t forget to subscribe today! There might just be a little surprise inside! 

 

Q - Why is my discount code not working?

A - Sorry to hear your discount code isn’t working, there may be a few reasons listed below why this has happened:

  • Only one discount code is valid per order
  • You are attempting to use discount codes on a sale item, these can only be used on full priced items 
  • The discount code has expired or no longer valid
  • Discount is valid on selected lines only / subject to exclusions

We reserve the right to invalidate any discounts or offers at any time we may choose and for any reason, without warning. Discounts cannot be applied retrospectively so please let us know before ordering if your code is not working or there is a potential issue.

 

Q - I forgot to use my discount code, can you please apply this to my order?

A - Sorry we unfortunately aren’t able to add your discount code after the order has been placed. It is the customers responsibility to add the discount code correctly to the order before placing this. If you have any problems with your code please make sure to let us know before you order.

 

Q - Do you sell gift cards?

A - YES! You can purchase a virtual gift card from us. This will be sent directly to the recipients email address. We sadly don’t offer a physical gift card however if this is something you wish to purchase as a physical gift we may be able to put something together for you, this may be an additional cost. Please drop us an email for more info.

 

Q - Will my gift card expire?

A - Good news no it won’t!

 

 

DELIVERY & RETURNS:

Q - Where is my order?

A - We will dispatch your order usually the same day if not the next working day. For standard delivery please allow up to 5 working days to receive this. 1-2 working days and next working day delivers will be delivered within them time frames as long as you have placed your order before 4pm. Please note over bank holidays and weekends, deliveries will take longer. If you have tracked your order and there are no updates please contact us immediately - sales@rubymaechildrenswear.com

 

DISPUTED DELIVERIES 

In the unlikely even where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to:

  • orders having been placed, but not received
  • if we suspect you are returning items after they have been used or worn 

we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. 

 

If this happens to you and you think we’ve made a mistake, you can send us an email and we will discuss the matter with you further. 

 

If you wish to dispute delivery of your order, you have 14 days starting from the day that the tracking status for you order is updated by the carrier as fulfilled (i.e. updated as delivered to the address). We reserve the right to request evidence, before issuing any refund of the price paid and/or any associated delivery costs. Any orders that have been marked as delivered and we have proof of delivery through our courier we will not be issuing any refunds or replacement orders. We will pass this information on to the authorities for fraudulent activity.

 

Q - Where is my tracking information?

A - You can find this information on your shipment email. Please check spam / junk for this.

 

Q - Can I return / exchange my item’s?

A - Of course you can! You may return undamaged items, with the tag intact in its original condition  (no sign of the item being worn) back to us within 14 days of delivery for an exchange or refund. Please make sure items that are a set, for example cardigan with a dress, dungarees with a jacket etc, all parts of the set must be returned. If you return an item that's not in the full set, the return will be rejected. If this item has been sent to you in perfect condition and has become faulty after the item has been worn, we are no longer liable for this. If you return you item after the 14 day period this will be for exchange only. 

Returns after 30 days will not be accepted and the items will be returned back to you. 

Please include your details (name, full address, order number and reason for return) inside your parcel. A copy of your invoice will also be inside, with all the relevant details you may need to complete the form. 

Please note Ruby-Mae will not cover the cost of returning items and are not liable for any parcels that may go missing when sent back. We advice to send your parcel back with Royal Mail tracked or Royal Mail Signed For, however this is entirely up to you. 

Please make sure to keep your copy of your receipt. Unfortunately we do not refund postage/shipping charged on any orders. 

Please note - if you have received a free gift and the return makes your order under the value required to be eligible for the free gift, you will also be required to return the gifted item. 

 

If your order qualified for free shipping and the return takes your under the free shipping threshold the cost of shipping will be deducted from your refund.

 

For full terms and conditions regarding returns, please click here 

 

For exchanges please drop us an email so we can hold the item you would like to exchange for. Please include the full item name or a photo / the colour / the size and your order number. Once we have received this we will dispatch the exchange out. We do not cover the cost of you returning this to us but we do cover the cost of the exchange item being sent out to you.

Please note our system is not tech-savvy enough to notify you we have received your return parcel. We do aim to process these within 14 days of receiving.

 

Q - Do I have to pay for returns?

A - Unfortunately at the moment you are required to pay for your returns. We advise you to send this back tracked and keep hold of your receipt. 

We cannot accept liability for items lost when returned to us.

We are hoping in the near future we can cover the cost of returns, but please remember we are only a small family run business! 

 

Q - How should I package my return parcel?

A - All returns need to be packaged as well as you received your order to prevent any damages during transit. You are responsible for the item until this returns back to us. If this gets damaged on its way back to us we are not liable for this and cannot issue replacements or refunds for the item.

We recommend re-using the packaging the item was send out in or any normal mailing bag.

 

Q - Have you received my returns parcel?

A - Please allow up to 14 days for us to process your return. You will receive an email as soon as your return has been processed and a refund issued. Please note our system is not tech-savvy enough to notify you we have received your return parcel.

 

Q - How long will it take for me to receive my refund?

A - Please allow up to 14 days after arrival for your return to be processed. Usually your refund can be instant if not within 72 working hours of this being issued. Please note the timescale will depend on your bank or card issuer.

 

PRODUCTS / STOCK

Q - How often do you restock?

A - We know how frustrating it can be when your favourite pieces sell out before you’ve had chance to purchase, we do try and restock as much as we can. Please sign up to our back in stock email on our product page.

 

Q - Do you sell wholesale?

A - No sorry! Any orders placed with the intentions of resell will be cancelled.

 

Q- Do we have a bricks and mortar store?

A - No sorry not at the moment, we do hope too soon!

 

CONTACT

Q - How do I contact you?

A - The quickest way to contact us is by email - SALES@RUBYMAECHILDRENSWEAR.COM

We do  always aim to respond to your message within 48 hours but its usually a lot quicker so don’t worry! We do occasionally take a little longer during busy periods as we are only a team of 2 so please bare with us we will get to you! We do appreciate your patience.

 

If you are unable to find your answer here please contact us - SALES@RUBYMAECHILDRENSWEAR.COM