FAQs

Questions?
 
How do I pay for my order? We accept credit and debit card payments via the payment gateway SAGE PAY or PayPal Express, a safe and secure way to pay without revealing your card details. If you choose Paypal, please note you do not need a Paypal account to complete the payment process.

How do I apply a voucher code? Simply enter your voucher code during the checkout process. Once you have entered your address details, you will be able to apply the discount code before choosing your preferred payment gateway. If you experience any problems, please email us at sales@rubyroost.com

How soon will my order be dispatched? Your order is usually dispatched within 2 working days. Should there be a problem or delay we will contact you to let you know. We can offer Special Delivery in the UK. If you require this service, please call us on 07411 298061 or email us at sales@rubyroost.com to confirm your order. This helps us ensure that the item(s) are in stock and that the order makes its way to dispatch quickly. 

How are delivery costs calculated? Our delivery charges are calculated at checkout and are based on the weight of items ordered. 

UK standard delivery charges start at £2.95 for small lightweight items, £3.95 for medium weight items and £4.95 for large heavier items
 
UK special delivery charges start at £12.00 for small lightweight items, £16.00 for medium weight items and £25.00 for large heavier items

International delivery charges start at £8.00 for small lightweight items, £16.00 for medium weight items and £25.00 for large heavier items

Do you deliver outside of the UK? Yes, we do ship outside the UK. European and international delivery charges are calculated at checkout. On occasions orders may incur additional delivery charges due to weight and size. On these occasions we will contact the customer directly regarding this. If you have any further queries regarding shipping outside of the UK please email us at sales@rubyroost.comPlease note: Ruby Roost is not liable for any customs charges made in the recipients countries. The customer is completely responsible for these charges.

Can I return my order? We hope that you are happy with your order but we understand that there are occasions for one reason or another when you may want to return items. In this instance please email us at sales@rubyroost.com to let us know within 28 days of receipt and return the item to the address below where we will gladly offer you an exchange or refund.

RETURN ADDRESS:Ruby Roost, 33 Everton Drive, Belfast, BT6 0LJ. Please wrap the item very securely and use insured registered delivery, keeping the receipt in case of any damage in transit. We cannot accept liability for goods lost or damaged in transit. Refunds will only be given on items returned in original packaging and a re-saleable condition.Unless the item is damaged or faulty, you are responsible for the cost of returning it to Ruby Roost. If the item is damaged or faulty we will refund your postage costs.