Frequently Asked Questions
Frequently Asked Questions
Below you will find answers to the questions we hear most often from customers ordering with Ruby & Mae London. If you cannot find what you are looking for, please get in touch with our support team.
How long will my delivery take? We prepare and pack each order within 1 to 2 working days. Once dispatched, parcels typically arrive at UK addresses within 6 to 8 working days. As soon as your order leaves us, you will receive a confirmation email with the details.
Is delivery free? Yes, every order shipped within the United Kingdom comes with free standard delivery, no minimum spend required.
Where is Ruby & Mae London based? We are an online fashion store delivering to customers throughout the United Kingdom.
My order arrived damaged, what should I do? We are sorry to hear that. Please reach out to us as quickly as you can with details of the issue, and we will review your case and arrange a fair solution as soon as possible.
Is it possible to cancel my order? You can cancel your order within 24 hours of placing it. After this window, your order may already be in the dispatch process and unable to be stopped.
What does your returns policy look like? You have 30 days from the day you receive your order to send items back to us. All returned products must be unused and in the same condition you received them. The full guidelines are available on our Returns Policy page.
When can I expect my refund? After your return has reached us and been inspected, your refund will be issued to the original payment method. The exact timing can vary slightly depending on your bank or card provider.
Do you offer guarantees on your products? If something is not right with your purchase, please contact us. Each situation is reviewed individually so we can offer the most appropriate support.
How do I get in touch with customer support? You can email our team anytime at [contact@rubymaelondon.com] (te vervangen).
Do you deliver outside the United Kingdom? At the moment, we only ship to addresses within the United Kingdom.
Do you have a physical store? Ruby & Mae London is an online only fashion store, we do not currently operate a physical shop.
Can I place a bulk or larger order? Yes, for larger purchases please reach out to our support team and we will be happy to assist you directly.
How do exchanges work? If you would like to exchange an item, simply contact us first and we will walk you through each step of the process.
How can I track my order? Once your order is on its way, you will receive an email containing your tracking link so you can follow your parcel until it arrives.
Contact Information
Store Name: Ruby & Mae London
Warehouse Address: [in te vullen]
Address: Hofzicht 44, 2678 BX De Lier, The Netherlands
Email: [in te vullen]
Phone Number: [in te vullen]
Customer Service Hours: Mon to Fri: 9:00 AM to 5:00 PM Sat to Sun: 10:00 AM to 5:00 PM
Response Time: We aim to respond within 24 working hours.