Frequently Asked Questions
Our customer service team is on hand between 9am and 5pm (GMT) Monday to Friday. If you require information regarding the status of your order you can contact us either by telephone, e-mail or live chat.
We will also send you automated e-mails which will keep you updated on the status of your order. Each time your order status changes, an e-mail will be sent to you confirming the next steps and expected delivery times.
We always try to ensure orders are delivered on time. However, sometimes due to unforeseeable circumstances we may exceed our delivery estimates. If this happens to be the case, we will contact you to discuss alternative arrangements and let you know when you should expect delivery.
If your delivery address is in the UK we will deliver your item with DPD or occasionally Royal Mail. For countries outside of the UK we may use either FedEx or DHL. All of these courier services offer an accurate tracking system which you can use on their respective websites. R&O will send you tracking numbers and a helpful link via e-mail which will enable you to track the package right to your door.
For any UK related delivery questions or tracking information regarding your order, you can contact DPD on 0121 275 0500 or if you prefer you can speak to them online at https://www.dpd.co.uk/
We dispatch all orders within 3 business days from the date that the order was placed. All estimated delivery dates are clearly stated on our website beside each item of jewellery.
We dispatch all UK and EU orders by DPD Express and for the rest of the world we use FedEx Express. UK and EU orders can take 2 to 3 business days to arrive with you depending on your geographic location. Orders to be delivered outside of the UK and EU will take a minimum of 3 business days to be delivered.
When an order is dispatched, you will receive an e-mail containing courier details and tracking information. To track your order with the information we send you, please visit one of the following links.
UK and EU orders: http://www.dpd.co.uk/service/
Orders outside the UK: www.fedex.com
We understand mistakes can sometimes be made and that's why we've arranged several fail-safe services to ensure you're always happy with your purchase.
Rings - If the ring you've ordered is the incorrect size we'll exchange it for you, depending if we have the alternative size in stock.
Necklaces – If you order the wrong size necklace don't worry, it's not uncommon. You can contact our Customer Care Team and someone will be at hand to rectify the issue quickly for you. Some of our chains vary in price though, so please be aware we might require additional payment when exchanging chains. Please also note that Ruby & Oscar won't cover any postal fees for the return of an item that was part of a misplaced order.
The process of an exchange begins the moment we receive your returned item, after which we'll keep you updated while we handle your requirements. Please ensure that you've read all of our product information to determine whether you've chosen the correct size, style, etc. Items must also be delivered in an unworn condition in order to be accepted for an exchange.
No, we are mail order only and do not offer the service of click and collect at this time.
Yes we deliver to BFPO addresses, the address can be added during the checkout stage of the website.
We do not currently offer a gift wrapping service.
Occasionally your card might be declined. This can happen for one of a number of reasons, most common of which is that the bank issuing the card has put a temporary hold on your funds. Banks often do this as a security measure when they detect that you're making a high-priced online purchase, especially if it's out of character comparative to your average spending. If this happens, please call your bank or card provider to inform them that you are trying to make a genuine purchase. Be assured that we're very meticulous at this end and your card won't be charged more than once.
If you experience any other errors or require ordering assistance please don't hesitate to contact us during our working hours (GMT), on 0800 122 3336.
The moment your jewellery reaches us it will be processed by a member of staff from our Returns Department. Soon afterwards a refund will be sent to the card used at the time of purchase. This will normally take 3 working days to complete. Unfortunately we have no control over this timeframe and the expediency of this service rests solely on your bank or card provider.
The answer is yes. If you wish for your order to be delivered to somewhere other than your billing address please specify at the checkout. Alternatively, if it's more convenient, we could also arrange for your order to be delivered directly to a recipient who lives far away.
If you have provided your mobile telephone number our courier service, DPD will endeavour to text you when your order is on route which gives you an option to leave in a safe place. If the leave safe option is chosen, Ruby and Oscar would not be liable for any occurrences of the order being declared lost.
Yes, of course. You can call our Sales Department on 0800 122 3336, provided it's between the hours of 9am and 5pm (GMT) Monday to Friday. The process of making a telephone order takes only a few minutes and is always relatively effortless. One of the amiable members of our team will be available to answer any questions you might have.
Telephone orders are placed in pretty much the same way as online orders. All we require is that you provide an email address for the purpose of sending order and shipping information.
Yes. All of our jewellery is delivered to you in discrete packaging so as to keep your surprise under wraps. Each piece will also be packaged in a presentation box. This includes soft inner-cushioning to prevent damage, as well as an envelope and a DPD/FedEx box. The box is designed to keep your surprise and doesn't include any information regarding jewellery on the exterior.
Upon dispatch you'll receive tracking information via email. Within this email we'll also specify an estimated date and time of delivery. The estimated time is normally either ‘Before 12pm' or ‘Before 6pm.'
Ruby & Oscar offer rings in the most popular sizes. There are multiple ways to determine your exact ring size, most of which consist of a visit to your local high street jeweller. Usually someone in-store will have a gauge ring or calliper and they can tell you your measurements.
As this is the official Ruby & Oscar store, all items purchased come with a Ruby & Oscar official Certificate of Authenticity.
If, upon reflection, you've decided you aren't happy with your purchase you can always return it to us for a full refund, exchange or replacement. However you must notify us within 30 days of receiving the item in order to be eligible for this service. Returned items can only accepted if they're in an unworn condition and still fitted with tags. If you decide you're unhappy with your jewellery after the 30-day return period we'll often still offer you an exchange.
Remember it's your responsibility to ensure that all returned items arrive safely with us. Please make sure you acquire insurance and tracking information for your returned item. We must stress that R&O can't be held responsible for packages lost on the way to our returns department.
If you'd like to exchange a piece of unwanted jewellery for a different piece you can contact us within 30 days of receiving it. All exchanges must be equal to or greater than the initial order value. We will always endeavour to facilitate your request, provided it is within the 30 day period.
Upon delivery, all orders shipped by DPD and FedEx require a signature at the door. Due to this requirement there must be someone present at the address to accept the delivery. This might sound like a nuisance, but it actually safeguards your order and ensures it reaches its intended destination. If there is no one available when the courier arrives, your parcel will be held at your local DPD or FedEx facility and a card will be left at your door, notifying you about how to collect it. Redelivery or pickup can be arranged by contacting the relevant delivery company.
At Ruby & Oscar we can ensure you that your details will always remain secure. This assurance is supported by our partnership with Comodo, providers of the highest level of website security available. We also utilise Comodo's Extended Validation (EV) SSL certificate, which is a 2048-bit, highest-assurance certificate that guarantees all your personal and payment information will remain safe. On top of all this we are fully PCI DSS compliant to the standard determined by the Payment Card Industry Security Standards Council.
Ruby & Oscar do not currently have a physical store. So that we can continue to deliver the hottest designs at the best possible prices, we're online only. Nevertheless, we are a UK based company with distribution facilities in the UK and USA.
Gemstones and Metals
Lab created gemstones are chemically, physically and visually identical to natural gemstones. They are formed however, under lab conditions mimicking the formation process of natural gemstones. Lab created gemstones typically have fewer flaws, cost less and have a smaller carbon footprint. The most expensive and elusive gems such as sapphires, rubies and emeralds are popular lab created stones.
To learn more about lab created gemstones, take a look at our blog.
Yes. While we specialise in lab created gemstones, many of our designs include natural stones. Please consult the item details on each style where the type of stone will be fully displayed.