Frequently Asked Questions

Our Extended Christmas Returns Policy is now in place.

We want you to have a relaxed Christmas shopping experience, so we've extended our returns policy to Saturday January 14, 2023. During this extended period, if for whatever reason you or the recipient are unhappy with all or part of your purchase, your order may be returned as per our usual policy.

Order Status

What is the status of my order?

Our customer service team is on hand between 9am and 5pm (UK time) 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.

What should I do if my order is overdue?

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.

How can I track my order?

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 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 or if you prefer you can speak to them online at https://www.dpd.co.uk/

How long will it take for my order to be delivered?

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 orders by DPD Express and for the rest of the world we use DHL. UK orders can take 1 to 2 business days to arrive with you depending on your geographic location. Orders to be delivered outside of the UK 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

Orders outside the UK: https://www.dhl.com

What if I make a mistake in my order?

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 refund your order and a new order can be placed for the alternative size.

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.

Can I collect my item in person?

No, we are mail order only and do not offer the service of click and collect at this time.

Do you deliver to BFPO addresses?

Yes we deliver to BFPO addresses, the address can be added during the checkout stage of the website.

Do you offer a gift wrapping service?

Each item is presented in a soft hinged black presentation box, securely placed inside a secondary box for added protection and comes complete with a Certificate of Authenticity and RO Lifetime Warranty. All items are complemented with a luxury black gift bag and are sent in discreet outer packaging.

I have received a payment error in the checkout. What is this?

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 (UK time), on 0800 122 3336.

How long does a refund take to process?

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.

Can you deliver to alternate addresses?

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.

Can I place an order by telephone?

Yes, of course. You can call our Sales Department on 0800 122 3336, provided it's between the hours of 9am and 5pm (UK time) 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.

Will my order be sent using plain packaging?

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/DHL box. The box is designed to keep your surprise and doesn't include any information regarding jewellery on the exterior.

At what time in the day will my delivery be made?

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.'

How do I determine my ring size?

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.

Security

Is certification provided with the jewellery?

As this is the official Ruby & Oscar store, all items purchased come with a Ruby & Oscar official Certificate of Authenticity.

Can I return an unwanted item and how do I do this?

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.

Do you offer exchanges?

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.

What happens if no one is available to accept delivery?

Upon delivery, all orders shipped by DPD and DHL require a signature at the door. Due to this requirement there must be someone present at the address to accept the delivery. This 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 DHL 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.

How do I know my details are secure?

At Ruby & Oscar we can ensure you that your details will always remain secure. This assurance is supported by our partnership with Sectigo, providers of the highest level of website security available. The whole site is protected by a Sectigo SSL certificate, which is a 256-bit, high 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.

Where is your store located?

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

What are lab created gemstones?

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.

Do you sell natural and lab created gemstones?

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.