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Customer Care

Here are a few quick answer commonly asked questions:

 

Do you ship internationally? YES

Do your retail stores and your online stores have all the same product? NO, there are online exclusives and in store exclusives.

Does your website reflect the sizes available in a particular style in your stores also? NO, the stores may have your size if the website doesn't.

Do you only accept PAYPAL? NO, we accept any Visa or Mastercard (even though the payment page says PAYPAL)

 

Your Shipping Options.

 

FREE AUSTRALIAN SHIPPING ON ORDERS $100+ AUD 

FREE INTERNATIONAL SHIPPING ON ORDERS $200+ AUD


AUSTRALIA:

We use Australia Post with tracking ($10.00 on orders under $100).
Please allow 2-7 days delivery time 

INTERNATIONAL:

Australia Post (5-15 Business Days delivery time) is available for US, NZ, Canadian, Mexican, UK and most major European countries. Costs vary depending on location and weight (maximum 2kgs). This is a trackable product, and you will receive an email from Australia Post with your tracking number (check your spam folder), which you can enter in your country's postal tracking system (USPS, NZ Post, Canada Post, etc). 


International Standard Shipping is $20.00 flat rate for orders under $200, or free for $200+ orders. This is also a trackable product (to most countries). 

International standard shipping is provided by Australia Post in conjunction with your country's national postal service (USPS, NZ Post, Canada Post, UK Royal Mail etc), and delivery times are dependent on location, however general delivery window for international standard shipping is between 6-12 business days.

Please note all international customs charges and taxes are payable by the receiver. Ruby & Hope is not responsible for any additional charges incurred for shipping orders internationally. For more information on customs charges for each country please contact your customs authority.

 

NB. ORDERS PLACED BEFORE 2PM AEST WILL BE SHIPPED THAT DAY

 

Having trouble ordering online?

 

Please contact us at shop@rubyandhope.com.au

Our office hours are:

Monday: 10am - 5pm

Tuesday: 10am - 5pm

Wednesday: 10am - 5pm

Thursday: 10am - 5pm

Friday: 10am - 5pm

Saturday: closed

Sunday: closed 

Please note these times are AEST

You can also email us at shop@rubyandhope.com.au

 

Our Online returns policy.

 

As we understand you cannot try garments on before purchasing, we are happy to provide you an exchange or credit, should you post your garment/s back to us within 7 days of order date (international returns 14 days).

Garments should be returned as you receieved them i.e. new, neat, unused and with all designer tags still attached. Returns that are damaged, not treated with care, soiled (this includes makeup) or altered will not be accepted and will be sent back to the customer. Please note we do not offer exchange on sale items, accessories, belts, scarves, jewellery, except in the case of a manufacturing fault.

*Please note that items that have been damaged due to wear and tear, or from being washed incorrectly, are not considered to be faulty, therefore are not eligible for return.

You can also exchange it in our retail store. Please bring your online purchase into our retail store with the original online receipt within 7 days of order date. Please note we do not refund. We only offer exchange or online credit note (valid 3 months).

 

Opps! I made a mistake in my order!

 

Once you click the “Confirm” button, your order begins to process and you are unable to make further changes. We are not able to combine orders. We do however understand that mistakes happen so if we are able to help you we will do as best as we can. If you make a mistake with your address, please contact us via phone or our email immediately, and we will try to make the correction if the item has not already been shipped.

  

How do I return my garment?


NB: CUSTOMERS ARE RESPONSIBLE FOR RETURN SHIPPING CHARGES

Please email shop@rubyandhope.com.au and state your intention to return an item with your original order details.

Please enclose garments in a trackable envelope, and post back to us using a trackable mail method within the following time frames:
 
AUSTRALIAN ORDERS - within 7 days of order date
INTERNATIONAL ORDERS - within 14 days of order date
 

It is essential that returned items have not been worn, all labels are attached, and that you take care to protect the item/s when posting. If garments are marked by you, we have the right to return them to you.

NON RETURNABLE ITEMS
- jewellery
- scarves
- accessories
- sale items


ONLINE CREDITS

AUSTRALIAN ORDERS: Please allow up 14 days from the day you post your return for your credit to be issued.

INTERNATIONAL ORDERS: Please allow up 2-3 weeks from the day you post your return for your credit to be issued.

Please take care sending items back to us, as items lost in the post are your responsibility and we cannot offer credit or exchange on lost parcels.

If a garment is returned because of an error by us, or a manufacturing fault, then we will include shipping in your credit, otherwise the credit will be the purchase price only (excludes shipping costs). 

  
PLEASE NOTE: IF YOU DAMAGE THE GARMENT/ITEM EG. AFTER WEARING IT A BUTTON FALLS OFF OR THE ZIP BREAKS OR YOU WASH IT AND IT SHRINKS. THIS IS WEAR AND TEAR AND WE CANNOT ACCEPT GARMENTS BACK AS RETURNS OR EXCHANGES. THIS POLICY IS ALSO APPLYS TO OUR RETAIL STORES. 

 

Tracking your Order.

 

You will receive an email with a tracking number. Please check your Spam/Junk Folder for your tracking email as many customers have found that it is treated as spam. If you can't locate this anywhere the best method of contact is by emailing to shop@rubyandhope.com.au

To track your order, please go to Australia Post's website or the website of your national postal service.

Please note that any spaces before or after your tracking number will make it appear invalid. Australia Post will only update the tracking status as it leaves here and then again when it reached your nearest post office (generally the day it is delivered to you), therefore if the only entry says Warragul, that means it has left here and is in transit between here and you.

 

What if I am not home when my order is delivered?

 

We want to ensure your parcel will arrive in great condition and securely so if you are not at home when your package arrives, for Australian orders, Australia Post will leave a card which you just need to take to the nominated Australia Post branch and pick it up. 

For international orders, if no card is left, you should check with your local post office, as all international deliveries require a signature.

 

What happens if my parcel doesn't arrive, or is lost in transit?

 

Once parcels are collected from our office they are then property of Australia Post. Ruby & Hope is legally not responsible for lost or damaged goods. Please ensure shipping confirmation details are kept securely in case further investigation is required. For more information please email shop@rubyandhope.com.au

 

Caring for your garments?

 

We provide care labels on all of our garments to ensure they keep their original quality. For garments that specify dry clean only, we recommend the use of a specialty dry cleaner. If your garment is damaged because it was washed incorrectly we do not accept them back for return.

 

How to work out which size you are.

 

Our Products are all Australian standard sizing. If we feel that something runs big in the fit or very small we will provide that information in the description. Alternativly you can visit the store to try the garment on.

If you need more help our team are happy to answer all questions on sizing and fit simply email shop@rubyandhope.com.au

 

INTERNATIONAL SIZE GUIDE

 

 


How can I pay for my online purchases?

 

You can pay by VISA, MASTERCARD or PAYPAL. You do not need to be a PAYPAL member to use our payment system, you can simply enter your credit card details (even though the window says PAYPAL)

 

Our privacy policy.

 

Ruby & Hope is committed to providing you with the best possible customer service experience. Ruby & Hope is bound by the Privacy Act 1988 (Cth), which sets out a number of principles concerning the privacy of individuals.

 

Collection of your personal information

 

There are many aspects of the site which can be viewed without providing personal information, however, for access to future Ruby & Hope customer support features you are required to submit personally identifiable information. This may include but not limited to a unique username and password, or provide sensitive information in the recovery of your lost password.

 

Sharing of your personal information

 

We may occasionally hire other companies to provide services on our behalf, including but not limited to handling customer support enquiries, processing transactions or customer freight shipping. Those companies will be permitted to obtain only the personal information they need to deliver the service. Ruby & Hope takes reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information.

 

Use of your personal information

 

For each visitor to reach the site, we expressively collect the following non-personally identifiable information, including but not limited to browser type, version and language, operating system, pages viewed while browsing the Site, page access times and referring website address. This collected information is used solely internally for the purpose of gauging visitor traffic, trends and delivering personalised content to you while you are at this Site.

 

From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will use for these new purposes only, data collected from the time of the policy change forward will adhere to our updated practices.

 

Changes to this privacy policy

 

Ruby & Hope reserves the right to make amendments to this Privacy Policy at any time. If you have objections to the Privacy Policy, you should not access or use the Site.

 

Accessing your personal information

 

You have a right to access your personal information, subject to exceptions allowed by law. If you would like to do so, please let us know. You may be required to put your request in writing for security reasons. Ruby & Hope reserves the right to charge a fee for searching for, and providing access to, your information on a per request basis.

 

Contacting us

 

Ruby & Hope welcomes your comments regarding this Privacy Policy. If you have any questions about this Privacy Policy and would like further information, please contact us.

 

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