T & C’s

TREAT10, TREAT15, TREAT20, SUMMER20, LAYBUYMANIA15 & CLEARPAYDAY15 only applies to SS collection , AW collection, bags and shoes, boys collection, personalised items. *excludes toys, sale & designer collections*

FREESHIP excludes toys & designer collection*

We will aim to respond to you in 48 hours. Can we ask you only email once otherwise your emails will end up in our spam folder. 
Enquiries are answered Monday to Friday by our sales team in the office. We are closed Saturday and Sunday.

Our new turnover time for made to order items is approx 10-16 working days (this does not include shipping time) have items made,(Mon-Fri) not including bank holidays. Sometimes this can go over slightly due to an influx of orders. 

Please note we cannot be held responsible for extended hold times if items get taken into customs, as most of our items are made in our factory in Spain. 
If they do get held in customs they are never normally in customs for longer than 5-7 days so please bare this in mind.
Thanks again for all your continued support over the last 4 years. 

We are based in the UK, however we have sister factories in Spain & Beijing. 

Once your order is placed you should receive a payment confirmation email and an order confirmation email from us. 
Please allow 24 hours for the order confirmation email to land with you and also check the junk folder as the sneaky devils have been known to land in there too. 

Should you have any queries you can contact us on the following email address and we will get back to you as soon as possible, at the moment the response time on the customer service email is around 1-2 working days, we aim to have items made in 16 working days. 
These items take approx 1-4 working days to be delivered and are non returnable please bare this in mind before ordering unless the item is faulty.
These items take  approx 2-3 weeks to be made up plus delivery on top 
Unfortunately we do not accept cancellations after 6 days of placing your order, this is due to items being made to your order and at this point we will be well into the production of your order.
 It can prove difficult to re sell your items to anybody else. It is very frustrating as a small business to get cancellations and waste our precious time and resources and after much thought we have decided this won't be possible from now on. 

We aim to have your items made within 10-16 working days, working days are Monday to Friday and do not include Public or Bank Holidays). 
The majority of items are currently made to order and are put into production on a customer order basis so the delivery aim time frame reflects the time needed for the items to complete production.
 Also please allow an extra 3-5 working days approximately for delivery in the UK to non-mainland addresses.

Once your order is complete with production we will dispatch your order to the shipping address entered on your order and you will receive an email from us to advise your order is complete.

PLEASE NOTE – Delivery aim timeframes are only an advisory timeframe in which we aim to deliver in, no delivery date is guaranteed but as always we will try our very best to have your order with you as soon as it is complete with production. 
High demand for a specific style or an unforeseen high influx of orders could extend delivery timeframes, we will try our best to communicate with you if this is the case but please be advised that this is not always possible so please order well in advance to avoid disappointment as there is a possibility your order may take up to 30 working days so if you are ordering for a time sensitive event we would advise not to place an order (We also try and advise the possibility of this on the styles that generally tend to be extremely popular within the product description of the actual product page). 
We may partially dispatch multiple item orders, please rest assured if you receive part of your order the rest will be along as soon as possible.

*In the unlikely event that we can not fulfil your order within a reasonable timeframe (deemed around 40 working days mon-fri)  you will receive a full refund/reactivation of your online store credit, a sincere apology from us and a discount voucher should you wish to place a future order.

Items will be shipped 24-48 hours of being made. 

Sorry we do not accept refunds as items are bespoke and made to your order. Please bare this in mind before ordering.

In the unlikely event that an item is faulty we will exchange and replace the item for you. 

We must receive your return  within 10 working days from the date you receive your items or when the returns address is provided. Items returned after this date will be returned back to you and will not qualify for a refund or an exchange. 
Items must be returned back in original packaging and condition with tags etc and no signs of being worn or smell of smoke. We hold the right to withdraw a refund if items are returned in a non resellable condition. 

Return shipping costs must be paid by the customer. If you would like an exchange please contact us at: sales@rubyandralph.co.uk
Please note we only accept exchanges for items that are damaged upon delivery, we do not accept exchanges for any other reason. Please bare this in mind before ordering. 

Accepted Methods of payment: VISA, DEBIT, CREDIT CARD & PAYPAL & Klarna 

In the event of a return because an item is faulty and we cannot exchange for you, we will offer a refund, these take 5-10 working days to process and complete. 

We use the following carriers to deliver our orders:
Royal Mail & parcel force 
Please note: Goods will be posted once balance is clear. Your remaining  balance must be paid within 8 weeks, if this is not adhered to we can cancel your order and sell on the goods. Your deposit is also non refundable unless you cancel your order within 1 week of ordering. 
Please see our Cancellation policy. 

PLEASE NOTE: Measurements for items can be slightly out by 2cm either way please bear that in mind when ordering. We do recommend that you pick the sizing that your child normally wears. ALSO OUR PATTERN CAN DIFFERENTIATE WHEN USING SOME FABRICS DEPENDING ON WHICH PART OF THE FABRIC WE ARE USING. Garments are subject to variation of trims, motifs and fabrics. Please bare that in mind before ordering.