Customer Service Standards

We care about our customers so here’s the deal!

1. Delivery Charges

As we feature such a wide range of products from around the globe, the delivery charges for each product will vary. However, our Members will ensure that is fair and reasonable and that it reflects the actual cost of delivery based on size and weight.

2. Customer Complaints

We hope you are happy with the products and services on our website, however, if you have a complaint, please contact the Member in the first instance using the ‘Ask us a question’ button on their product or service listing.

The Member will acknowledge receipt of your complaint within one Business Day of receiving it and, except where other information is required from you, will respond to you in full within five Business Days.

If you do not receive a response within this timeframe or you are unhappy with the outcome, please contact us at here or by telephone on 0203 3849745 and, where possible, we will help resolve any outstanding issues.

3. Processing of Customer orders and enquiries

Once you have made your order, you will receive an email from the Member confirming order on the same business day (or letting you know if there are problems with the order), unless your order is received after 4.00pm, in which case you will receive your order confirmation no later than 10.30am on the following business day.

The Member will also confirm the expected delivery timescale and method, and any tracking number.

4. Returns

Our Members will refund or exchange any standard item, for any reason, within 28 days of receipt. Products purchased from a wedding list may be returned or exchanged within 56 days (8 weeks) from the date of purchase.

Unfortunately this does not apply to personalised items, perishable goods including food and flowers, audio and video recordings or software (unless seal is intact), newspapers, maps, magazines and personal items which are strictly non-refundable, unless they are faulty.

Please check the Member’s returns policy before ordering an item as some may require a security tag to be returned still attached to the item or the return will not be accepted. If you are not happy with an item, please contact the Member directly in the first instance by email to arrange the return or exchange.

All returned items must be unused, in original packaging, and returned to the Member at the address on your correspondence. Please obtain proof of posting. Once the Member has approved the return and notified ruby+diva, all returns will be processed by ruby+diva, where possible, on the same business day.

For full details of our returns policy please see our Customer Terms and Conditions here.

And that’s all folks!

If you have any problems or questions at all about our website or any of our policies, please contact us at hello@rubyanddiva.com or on 0203 3849745 and we will get back to you within 24 hours.