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 Friday 10th January 2020. 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.
Product Descriptions & Images
We have taken great care to ensure all of our images depict the item for sale as accurately as possible. However, as all of our gemstones are unique, slight differences in colour may occur from time to time. Many of our gemstones are not treated so may exhibit their own beautiful characteristics. Please also note that the images you see will depend on your monitor, mobile device or television's capabilities and display settings. As a result, we are unable to guarantee that items purchased are an absolute exact representation of the actual merchandise.
Our website gives you the opportunity to view most items in larger or smaller sizes by clicking on the appropriate images. Every model of computer monitor, mobile device and television is different, with a variety of resolutions and screen settings. As a result the sizes of our jewellery images may appear to alter. However, we do make every attempt to make our online catalogue as accurate as possible, and our entire catalogue is routinely checked and updated.
Product Availability & Pricing
You can view prices and make orders in one of our multiple currencies: Pounds Sterling (GBP), Euros (EUR), US Dollars (USD), Australian Dollars (AUD), New Zealand Dollar (NZD), Canadian Dollar (CAD) and Swiss Franc (CHF). The exchange rate is variable and will change; there may therefore be slight differences in prices depending on which currency is chosen. The native currency of the R&O website is Pounds Sterling. With exception to potentially erroneous prices, displayed prices in all currencies are final.
Unlike many online jewellers, as a customer, you will never experience back order issues when ordering from our store. Fulfillment is guaranteed with every order. For bulk and wholesale purchases, please contact us via email or telephone.
Typographical and system errors very rarely happen due to the accuracy of quality control and exceptional reliability of our server base. However, typographical errors may occur in pricing, product specification and data. Although we make every effort to avoid these situations, sometimes they do occur. R&O reserves the right to correct any inaccuracies and cancel any subsequent orders as a result of erroneous prices.
Sales, Offers, Coupons and Price Reductions
Discounts can sometimes be offered for multiple purchases by way of a coupon code or as part of a telephone order, or for bulk and wholesale purchases. However, prices set for single items are final and at this point we are not open to negotiation for single items.
Our aim is for all orders to be dispatched within 3 days of payment clearing. Occasionally certain jewellery has to be made to order which can take an extra two to five working days. All orders are dispatched by DPD, FedEx or DHL with a usual timeframe of one working day for Mainland UK and two working days for non-Mainland UK and countries outside of the UK. When an order is dispatched an automatic e-mail will be sent with details of your tracking number, which can be used to track the whereabouts of the order prior to delivery. If you require an order to be delivered urgently please contact us and we may be able to assist you.
Insurance & Security Policy
All shipments are fully insured and traceable. For added security orders must be signed for on delivery, which will require someone to be present at the delivery address. In the unlikely event of an invalid or inaccessible address, or lost package, we will contact you immediately and arrange a redelivery.
All of your details are sent securely through our server using 256-bit Comodo SSL security. This guarantees the highest possible encryption levels for online transactions. Each certificate is signed with NIST recommended 2048 bit signatures and provides up to 256 bit encryption of customer data. We do not store credit card details or share any personal information whatsoever, and are regularly tested to ensure full PCI-DSS compliance. We use Sage Pay to process our payments.
If you have provided your mobile telephone number our courier service, DHL, DPD or FedEx 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, R&O would not be liable for any occurrences of the order being declared lost.
Worldwide delivery is available, however we do reserve the right to refuse any order destined to what Ruby & Oscar would classify as a high risk country, postcode or zip code. In the interests of cardholder and merchant security we may also ask for proof of card ownership, utility bills and/or bank statements. All information received will be dealt with confidentially.
Alternative Delivery Addresses
Orders can be dispatched to a shipping address separate from the address registered to the credit/debit card used to make the purchase. However, in the interests of security we do recommend that your alternate shipping address is registered on file with your credit card company. This helps keep the ordering process simple and reduces the possibility of unauthorised transactions.
All of our diamonds and gemstones are sourced ethically and legitimately. R&O do not - and will never - buy, sell, nor distribute conflict diamonds (also known as blood diamonds). "Conflict diamonds" is a term to describe diamonds that are sourced from areas controlled by insurgencies and forces that use the subsequent profits to operate illegal activities. We take pride in our strict ethical policy as part of an on-going effort to help eliminate conflict diamonds from the supply chain.