sorry, we're unable to make alterations to existing orders. you'll need to place a new order, however we are more than happy to refund postage if your original order hasn't been dispatched.
unfortunately we cannot promise that it will be possible to change or cancel your order once it has been placed. However we do usually allow customers to cancel an order up to 6 days after placing the order. To avoid having to change/cancel your order please ensure that all order details are correct before completion.
all orders receive two emails: one is an order confirmation to let you know we've received your order and the other is to give you a heads up that your order is on it's way. if you haven't received these emails please double-check your spam folder because they can sometimes end up there. if your email(s) aren't in your junk mail then you may have incorrectly entered your email address. if you think this is the case simply send an email to email@example.com letting us know and we will resolve the issue for you.
your card may have been declined for a number of reasons.
- the address does not match the address on the cards records.
- the postcode does not match the cards records.
- the cvs/security number is incorrect.
- the card number is incorrect.
- your card is not enabled for foreign transactions.
for security reasons we don't have access to any payment details or further information on declined transactions, or have any influence over the authorisation process. first we would recommend double checking all the information you've entered is correct, otherwise you will need to contact your bank or card issuer for further assistance.
payment is not taken by us when your card is declined, although it may temporarily show on your bank statement. this is because your bank 'releases' the funds but we have not 'captured' them. this process is automatically reversed but the time taken will depend on your bank or card issuer.
we accept payment via paypal as well as visa, american express, mastercard and discover card payments.
for the security of us and our customers, sometimes when orders are flagged by our system as high risk we need to verify certain purchases to help prevent fraudulent transactions. in these cases we will require some form of photographic identification and your proof of address, but please be assured all information received is secure and completely confidential and will not be used for any other purpose.
if you'd prefer not to provide this information, we reserve the right to cancel and refund your order as we see fit.
if you order ready to post items before 2pm on a weekday we usually dispatch the same day. however this isn't always possible (we're a small family business!) so please allow at least 1-2 working days for processing.
Made to order/pre order & personalised items will be shipped 24/48 hours after completion of production.
we do not dispatch orders on weekends or uk bank holidays.
your shipping confirmation will be emailed automatically when we mark your order as dispatched. check your spam folder if your confirmation hasn't arrived to your inbox. if you think you may have entered your email address incorrectly, drop us an email and we can adjust it for you.
UK- approx 3-10 working days
International - approx 3-15 days
Rest of the world- approx 3-15 days
yes we do! there are a few exceptions, but we can ship to pretty much anywhere in the world!
you can find out all info on delivery page
sorry, as this is something that varies from country to country we can't estimate this for you and you'll need to check with your local customs authorities before placing your order! for your info, your parcel will be marked as 'baby clothing' along with the parcel value as legally required by us.
at Ruby & Ralph we offer two types of product: ready to ship and made to order. please, please take notice of this when you place an order. we aim to dispatch ready to ship products within 1 working day when possible, although it can sometimes take up to 2 working days. made to order products take from 10-16 working days to be dispatched - this will be stated on the individual product description. as soon as your order has been dispatched you will receive an email to update you.
please note: weekends are not working days, so if you order on a friday evening, saturday or sunday, your order will most likely not be shipped until monday morning.
you can also contact us at firstname.lastname@example.org to help track down your order.