Frequently Asked Questions
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If you can't find the answer in our FAQ's please get in touch through the chat or email us at email@example.com
Shipping, Returns and Payments
How much is shipping
Shipping within the UK mainland is £2.99. Shipping for orders over £30.00 is free of charge within the UK mainland.
You can find shipping rates for non-domestic addresses on our Shipping Page.
When will I receive my order?
Due to Coronavirus our production and delivery times are taking that bit longer. This is due to safe working arrangments being implemented by our suppliers and Royal Mail. We will do our very best to get your item to you as soon as possible.
All of our items are made to order. At times of normal demand, it takes us 3 working days to create your order. We use Royal Mail 48 to deliver your item, which means Royal Mail aim to deliver your item within 2-3 working days from posting. It therefore normally takes about 6-7 working days for your order to arrive. Please note at peak times your order may take a little longer. If your item has not arrived within 2 weeks, please contact us and we will check the whereabouts of your item.
What if I don't receive my order?
We guarantee delivery for all UK orders and international orders within our 3 approved shipping zones. If an order is lost to these locations a replacement can be shipped.
What if my product is defective or I'm not happy with my order?
We hope that you love your product, but rarely mistakes can happen. If your item is not as described and you aren't 100% happy with it then, contact us. We will arrange for a replacement to be shipped free of charge as soon as we can. Alternatively, you may request a refund. To help us understand what has happened and to help prevent any future issues, we may request a photograph of the item.
How do returns and refunds work?
We hope you to love your item, as much as our other customers do. In the unlikely event that's not the case, we will do our very best to resolve the issue for you.
For items that are not personalised if you don't love it and want to return it to us you can do so within 14 days of recieving the item as long as it is reurned in a unused and unworn condition. We will then refund your item (excluding postage).
Due to the nature of personalised items, exchanges and refunds are not available unless your item is not as described. If your item is not as described and you aren't 100% happy with it then, contact us within 14 days of recieving your item. We will arrange for a replacement to be shipped free of charge as soon as we can. Alternatively, you may request a refund. To help us understand what has happened and to help prevent any future issues, we may request a photograph of the item.
Please refer to our online refunds policy for full details.
How secure is your checkout?
You can shop at Ruby and the Rainbow with confidence. We use the Shopify platform which means we can take a variety of electronic payments safely and securely.
We adhere to strict security standards including:
- Compliance with Payment Card Industry Data Secruity Standard (PCI DSS) PC1 level - meaning that it adheres to the highest standards of server compliance in the World.
- We use SSL encryption for secure internet transactions - you will see the padlock in the address bar when checking out on Ruby and the Rainbow.
How do I care for my clothes?
We know baby and toddler clothes have to last the wash. We use direct to garment printing to ensure your print will last a long time and won't crack or fade. To ensure the longevity of your item, wash your garments at 30 degrees and do not iron directly onto the print. If you follow these basic instructions then your prints will last a long time.
How do I make sure I order the right size?
Some customers ask us to advise on which is the correct size for their little one. It's always a real challenge to answer this question - the best advice we can give is to measure your little one and then pick the correct size by using our size guide. If you are buying your item as a gift then we recommend buying for their age group, as our customers have fed back that our products are true to size. Another great option is to buy the next size up, which will hopefully mean there's plenty of room to grow into the item.
I want to send the item as a gift. Will the package include a receipt?
Nope! We don't send receipts with your items. In order to reduce our impact on the enviroment you will recieve an electronic receipt. So you can ship your item direct to the recipient.
Working with us
I own a shop / subscription box do you do wholesale?
If you are interested in stocking our products please get in touch firstname.lastname@example.org
Do you have an affiliate / influencer scheme?
We love to collaborate, we don't formally have a scheme set up at this time, but if you are interested in working with us please get in touch at email@example.com