Frequently Asked Questions

Shipping & Delivery

How long does delivery take?

We will deliver your order as quickly as we can. We aim to despatch goods within 1-2 working days of receipt of your order. Delivery is by Royal mail Recorded Delivery or by courier. There is also the option of Special delivery for urgent orders.

We deliver your purchase to the address that you provide. It is the customer's responsibility to ensure that this is correct and includes any flat numbers as well as the correct postcode. If the wrong address is provided Rubyscraft are not responsible for non delivery. The Royal Mail will only compensate if the address is correct. If you are in doubt please check your postcode on the Royal Mail website. If you call us we will do this for you.

In many cases we post your order within one working day. Monday is our busiest despatching day as we are sending orders from the weekend, so an order made late Sunday night may be posted on Tuesday. It is rare for an order to be despatched later than 48 hours after we have received it.

The customers is responsible to arrange for collection or re-delivery. Any parcels not collected and returned to us will be sent out again, but a postage charge for re-delivery will apply and must be paid before the parcel is resent. However, if you do not wish to have the goods sent out to you again we will refund the cost of your order less the shipping costs, a restocking fee of £3.00 will also apply.

How much does postage and packing cost?

Please see our shipping page for details.

Can you quote me an alternative method of post or delivery?

Yes, it is no problem, please can email us. Replies will given within 24 hours of receiving the emails.

 

Returns, Refunds and Replacements

What if i have a problem?

We can sort it out. Please email us on info@rubyscraft.com. We aim to reply within 2-3 hours of receiving the emails

What happens if the order does not turn up expected?

Sometimes post fails to arrive. In these circumstances we will do our utmost to find out what has gone wrong and and keep you fully informed. If your order has been despatched through Royal Mail it may be taking longer because it's bulky and needs a van to bring it. Sometimes the Postman forgets to leave a card so it is worth ringing your delivery office to see if it's on a shelf there with your name on.

If my order is lost, do I still have to pay for it?

Don't worry, we can send a duplicate order, credit or refund you should your order not arrive. If orders have been sent by Royal Mail please allow two weeks for delivery. We will not refund if you have given an incomplete address or the wrong postcode. Please double check this when you order.

What should do I do if the goods turn out to be damaged?

Please let us know as soon as you receive your goods. We will let you know if we need them to be returned. Please email us on info@rubyscraft.com

How do I return my item?

Please call us if you have a problem and we will help to sort it out. Please email or ring us to return an item simply post it back with your order number and a brief note explaining the problem. If you want to exchange please tell us what you would like instead. We recommend sending all items back to us by Recorded Delivery.

 

Ordering

How do I make an order?

Please can you make the order online, presently we don’t take orders over the phone, if you having problems please email us on info@rubyscraft.com

I have made a mistake on my order

Please email us

How do I know if my order has been received?

You will receive an email showing that the order is being processed. If this email is not received please call us
please note: If you type in your email address wrongly the email will not arrive.

Why am I asked to log in and create account?

You need to log in or create an account , but if you decide to set one up your details will be safely stored and it will speed up your order process. You will also be able to see your previous orders and make a wishlist, save your address details and checkout more easily.
Please note: We never hold your credit card details nor do we have any access to them. Payments are processed securely by Paypal.

What happens if you are out of stock of part of my order?

If we are out of stock of something that you have ordered we will mark this on your invoice and let you know that they will be sent to you as soon as possible. If you cannot wait please let us know and we will refund you.

Do you keep good stocks of your beads?

Yes we do, We work hard to keep high stock levels in line with demand. With the best will in the world it is not possible to keep 100% stock in at all times. If we are out of stock the item will not normally be available for purchase on our website.

 

Payment, Pricing and Promotions

What payments do you accept?

Payment for UK order can be made credit/debit card, cheque or postal order. Please can you make the cheque or postal orders to ‘Rubyscraft’ uncrossed.

How can I pay for order outside the UK?

The easiest method is credit card. Sorry but euros, dollars or any other foreign currency cannot be accepted. Your credit card company will convert at the prevailing rate of exchange. We do not accept cheques or money orders drawn on foreign banks.

How do I redeem a discount code?

Simple. All you have to do is enter your code at the check out. If the code doesn't work, then please contact us and we'll refund your discount back to you.