We urge all customers to inspect their package for damage or tampering before receiving or signing for receipt.
Ruby Roger orders are shipped with the reliability and accountability of FedEx or UPS shipping within 3 to 5 working days anywhere in the world.
Every item will be enclosed in our distinctive Ruby Roger packaging so every item arrives presentation-ready. The presentation box also secures your free Gemological certificate.
Our choice of carriers’ i.e. FedEx and UPS may require a signature upon delivery. Please make arrangements for someone to be at the shipping destination.
We want to make sure your shopping experience exceeds your expectations, so we have taken measures to guarantee your orders will be safe and secure, from our door to yours. We cater for full insurance of the full purchased value. Consult with our customer service expert for insurance arrangements.
When Will Your Order Be Shipped?
The arrival date of your order is calculated based on the approximate number of days required to process, package, and deliver your order. If you place your order before the cutoff time on a regular business day (Monday through Friday), your order will begin processing that day. If you place an order on a holiday, Saturday, or Sunday, or after the cutoff on a regular business day, your order will begin processing the following business day.
For international orders, we will provide you with an estimated ship date. Actual arrival date may vary based on transport times and customs clearance. For more information on international orders consult with our customer care.
Shipping to Alternate Addresses
If you will not be home to sign for your order, Ruby Roger can ship your order to your place of work, or another more convenient destination. As a security precaution to protect our customers against fraud, you may be required to provide additional details if shipping to an address different than your billing address.
Your order delivery method is determined by the price of your order (before tax). You’ll find your method of free shipping listed on the Shipping Information page within the shopping basket. If available, we provide the option to expedite your order with a faster shipping method for a small fee.
All orders are shipped free via secure carrier, delivery speed is based on the pre-tax value of your order. Ruby Roger will only ship to a street address, not a P.O. Box address.
Our Return Policy
We accept returns for refund or exchange within 30 days of shipment from our facility. We will send you a fully insured, free shipping label via email within one business day of your return request. Note: Two complimentary returns are allowed per customer, per year.
Please note that to be eligible for a return, items must be in their original purchase condition, including all product documentation, and shipped back to us within 30 days.
To expedite an exchange for a different product, we recommend returning the original item for a refund and placing a new order. Please allow two weeks for your refund to be processed.
If a package or item delivered to you arrives damaged, please refuse the shipment or call us immediately at +66994163302. Please retain all packing materials unless instructed otherwise by Ruby Roger. Claims for damaged or missing items must be reported immediately or within five days of receipt of your order. Ruby Roger is not responsible for lost or damaged returned shipments.
Engraved jewelry items other than rings may not be returned. Special orders are final sales and are not eligible for return or exchange. Shipping fees are non-refundable. Returns without a Ruby Roger Return Merchandise Authorization will be refused upon receipt. Returns with missing paperwork or product will not be processed.
Ruby and gemstone eternity rings with a specific number of gemstones per finger size cannot be resized, so please take care to order the correct ring size at the time of purchase. For assistance determining the proper ring size, please contact customer service.
Additional shipping charges may be incurred if packages are returned via alternate carriers. Ruby Roger reserves the right to charge your credit card for any fees we incur at the time of package receipt.
How to Prepare a Return or Exchange
To return a ruby or jewelry item to Ruby Roger, please follow the process below:
Select your carrier and initiate your return. If returning within 30 days, a free FedEx shipping label will be emailed to you once you have initiated your return (limit of two complimentary returns per customer, per year). All returns require a Return Merchandise Authorization (RMA) number that must be clearly written on the outside of the shipping box you are returning. Simply print the label and affix it to the outside top portion of the box.
Package your item(s) securely in the original packing materials. If your return is for refund or exchange, please include any Gemological certificate offered. If your item was delivered with a Gemological certificate and it is not returned, you will be liable for the cost to replace the Gemological certificate. For security reasons, do not write Ruby Roger anywhere on the outside of the box.
Insuring your return shipment for its full purchase value is strongly recommended. We are not responsible for lost or stolen items. If using our complimentary return service, the shipping label emailed to you includes insurance protection.
Cancel or Change an Order
If you would like to change or cancel an order please call a Ruby Roger customer service consultant at +66994163302. We will attempt to accommodate order changes to the extent possible prior to shipping confirmation. Some changes will result in a shipping delay. We are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped