UK orders are dispatched by a choice of mail service - these are available at the checkout.

USA and all international orders are mailed by standard airmail. There is no tracking number with this service. Some items of higher value and watches are mailed internationally by a tracked mail service.

If you require a courier - please contact me with your request, if you do not see it on the supplement box at checkout
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Note, due to Covid-19 some areas have sustained a huge increase in transit costs, I do try to be fair in the pricing I offer.

For UK - please contact me within 7 working days if you have not received your order.

For INTERNATIONAL shipping:
Any item shipped is considered 'in transit' until 25 working days have elapsed. Sometimes there are delays at customs or borders, which are beyond our control here at Rubies and Gold. We care about your order, so please contact me if you have not received your order after 25 working days have elapsed. We will work with you for a resolution - which is usually a replacement on the same shipping basis.
EU orders please allow 20 working days.

Covid-19 update - Christmas postal service:
Many areas are reporting high volume of mail and evidently disruption will occur, please check latest info on your mail provider's website.

Personalised items cannot be returned as the information on the item is bespoke to you and cannot be resold.

If an item is faulty, incomplete or damaged in transit, please contact me first to resolve your problem - please do not leave a bad review until I have had the chance to resolve your problem.

Please send me a photo of any damage or faulty items via the shop conversation button - send a message to seller.

Do not mail your item back, unless you are asked to do so.
R&G will communicate with you to resolve your problem.

Your statutory rights are not affected.

Actual colors may vary. This is due to the fact that every computer monitor has a different capability to display colors and that everyone sees these colors differently. We try to edit our photos to show the samples as life-like as possible, but please understand the actual color may vary slightly from your monitor. We cannot guarantee that the color you see accurately portrays the true color of the product.

Orders placed are FINAL - The wording you provide will be copied into our printing, engraving or embroidery template system - therefore it is imperative you have correctly spelt everything and your dates are correct.
Once your order is placed various processes need to occur in order to meet the dispatch date.

Amendments:
Changes to your order cannot be accepted, once it has been paid for. A new, replacement order will need to be generated, including new shipping costs. Seek guidance from R&G for amendments.

Cancellations:
Any cancellation will incur full charges. A cancellation is not possible.

USA/AA/CA/NZ/HKG: Standard international shipping does not have any tracking from UK to your country.
I CANNOT GUARANTEE ARRIVAL BY 25TH DECEMBER FOR ANY ORDER SHIPPED INTERNATIONALLY, SINCE 3RD PARTY HANDLERS, SUCH AS POSTAL COMPANIES/COURIERS ARE BEYOND MY CONTROL, please order early to avoid disappointment.

For UK CUSTOMERS:
You can continue to order until 10th December for dispatch by 18 December on items that have 5-7 day processing time.
18 December will be my final shipping deadline for Christmas delivery on items with 1-3 day processing.

I am unable to enclose a gift note with any item, your personalisation on most goods is a way of letting the recipient know who the gift is from. However, If not, the best way would be to send your own message through to the recipient to let them know a gift is on it's way to them from you, once you have received notification of dispatch.

I am sorry this service is not available, I try to dispatch directly from the printer or engraver to ensure that you get a speedy dispatch on your order.

R&G is not able to offer a gift wrapping service for any order.
I am also not able to enclose a gift note - this is because I dispatch directly from the printing or engraving warehouse to save transit time.

Invoices are always sent by email to the person who places the order only and they are never enclosed within the parcel.