Emilia

SHIPPING & DELIVERY 

CHRISTMAS & NEW YEAR 2020

As we are a small, family operated business who run all aspects of Ruby&Sage, our team will be taking a well-deserved break over the Christmas holidays this year. Please note that our team will be out of office from Monday the 14th of December 2020, and will be returning on Monday the 4th of January 2021.

All orders for Christmas or New Years must be placed prior to 12PM AEST on Friday the 11th of December 2020. Any orders placed after this time will be shipped after we return to work in the New Year following the same shipping guidelines outlined below. During this time our customer service team will also be unavailable. All emails and messages will be responded to once we return.

From our family to yours, we hope you have a beautiful holiday season and that you are able to spend it with your loved ones.

See you in the New Year!! 
Team R&S x

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We know how exciting it is to order something new online! We also know that its not-so-exciting to wait for postage, so thats why we always work to get your order to you as soon as possible! 

As we are a small team running all aspects of the business, your order will be processed, packed and shipped within 2-3 business days of us receiving the order. Orders that are placed on a Saturday, Sunday or Public Holiday will commence processing & packing the following business day unless otherwise advised. 

Left your order a bit late? No stress - we've all been there! Simply get in touch via email at hello@rubyandsage.com.au & we will do everything we can to fast track your order through processing.

Please note that during sales periods or holidays (ie. Christmas or Easter) there may be delays in order processing and shipping time. 

COVID19 SHIPPING NOTES

Please note that in order to keep our staff as safe as possible, there may be delays in order processing. We have upped our hygiene practices in the warehouse, & we are limiting the number of staff we have on deck at any one time.

Some customers might also experience delays in delivery due to the outbreak of coronavirus in Australia. Australia Post has notified us that they are experiencing significant delays across their shipping network, and that therefore the express post guaranteed timeframes can not be upheld at this time.

These delays also mean that you may have received a dispatch email from us, but are not able to track your order through the system for up to 48 hours.  Unfortunately this is beyond our control, and Ruby&Sage will not take any responsibility for parcels delayed under these circumstances.

For the most updated information, and to see how this may affect you, please follow the link here. Stay healthy, and thank you for shopping with a small business!

DOMESTIC ORDERS (AUSTRALIA WIDE)

ORDERS OVER $60 - Free Express Shipping Australia wide (1-3 business days, excluding processing time)

ORDERS UNDER $60 - $8 Express Shipping within Australia (1-3 business days, excluding processing time)

Please note:

All estimated postage timeframes are based off Australia Post guidelines. Rural & remote areas may incur longer transit times. To calculate your transit time, you can use AusPost's tracking website here. (We ship from Thornlands, 4164)

Ruby&Sage will not be held responsible for any parcels that are lost or stolen upon delivery, or for those that are sent to an incorrect address if the incorrect address is supplied by the customer.

Any additional shipping costs incurred for re-delivery of parcels with incomplete or incorrect addresses as supplied by the customer will be the responsibility of the customer. 

Our Returns Policy

Please choose your product carefully as we do not offer returns or refunds for change of mind on products due to hygiene reasons. This policy is to protect all of our customers, including yourself, and to guarantee that the earrings you receive are clean & unworn. 

Whilst we do our best to ensure our photography depicts our products as accurately as possible, colours can display differently from screen to screen. For this reason, please ensure you have read the product description prior to purchasing in order to get the most accurate picture of what they will look like in person. Returns/refunds will not be accepted on this basis.

If your product arrives faulty, please get in touch with us as soon as possible. Returns for any reason (including faulty items) will not be accepted after 30 days from the delivery date.

Where possible, Ruby & Sage will offer to repair or replace any faulty items. Requests for a product exchange are subject to product availability and will only be dispatched after the returned goods have been received and undergone a quality assessment.

If a refund is requested instead of a repair or replacement, you will be provided with a postage paid returns label to send the faulty product to us for quality assessment. Please note that your refund will only be processed when we receive the item back in our warehouse, and that the refund will be processed using your original payment method. Once processed, it may take up to 4 business days for the funds to appear in your account depending on your banking provider. 

In store returns

We currently do not offer in-store returns for any orders placed through our online store. Any returns for these items must go through our online returns process, so please get in touch via email. Returns for online orders will not be accepted in-store for any reason unless prior arrangement has been made.

Please get in touch if for any reason you are not satisfied with your product, or if you would like any more information on shipping/returns. x

HOW LONG DOES SHIPPING TAKE?

We endeavour to get your order to you as soon as possible. You will receive an email from us once your order has been packed up and a tracking number has been generated for you. 

Please note that all orders placed on Saturdays, Sundays or on public holidays will commence packing & processing the following business day. 

For more information regarding our shipping times and options, please see our shipping policy here. 

DO YOU SHIP INTERNATIONALLY?

Unfortunately we do not offer international shipping at this stage. So sorry for any inconvenience caused! 

MY FAVOURITE PRODUCT IS OUT OF STOCK!

Oh no! If you see something you love is out of stock, you can register your interest on the product page & we'll send you an email once they're back. On average, we restock items every two to three weeks, but if you've noticed a style is out of stock for longer than that, please send us an email and we'll check on the status of the restock for you. 

I HAVE SENSITIVE EARS  - WHAT METALS AND PLATINGS DO YOU USE?

In order for us to keep our prices affordable, all our earrings are costume jewellery, meaning that they are made with imitation gems & lower-cost metals. All of our earrings are lead & nickel free, and the posts themselves are either sterling silver or surgical steel. Unfortunately, however, the earrings themselves are made from a variety of metal alloys that may not be the most friendly for super sensitive ears.

DO YOU OFFER CUSTOMISATIONS/CUSTOM DESIGNS FOR YOUR EARRINGS?

All our jewellery is carefully sourced from a small, hand-selected group of jewellers. As such, producing custom designs can be an expensive and time-consuming process for both designers and customers alike, and for this reason, it is not a service we offer.

I DON'T HAVE PIERCED EARS! DO YOU DO CLIP ONS?

Unfortunately we can't convert our earrings to suit those without pierced ears at this time. 

Have another question we didn't answer? Send us an email at info@rubyandsage.com.au and we will be in touch ASAP! x