Our Service Pledge To You:
We respond to all enquiries within 24 hours. As we design in 925 silver and 14k goldfilled, sometimes there may not be a hallmark on the design due to design constraints. Rest assured that all our items have been tested to ensure that they are in compliance with the FTC requirements regarding 925 silver, goldfilling and vermeil, and karat gold.
Ruby Lane and each of its independent shops want you to be satisfied with your purchase. To ensure your satisfaction and for the protection of both the buyer and seller against abuse, we have a strict return policy. You can find our return policy at the bottom on this page.
Shipping is US$5.00 for the first item and US$3.00 for every additional item in the same shipment. Orders above the total purchase price of US$200.00 will enjoy express shipment at no extra cost. All orders will be shipped within 2 days of receiving payment. We ship from either USA or Singapore, depending on the location of the item as at the time of sale.
We charge a 20% restocking fee for all returns.
Please follow rubylane's return guidelines strictly as we follow them strictly as well when processing returns.
If you are returning an item please make sure that it is returned in the same form as it is received.. i.e. if the item is packaged in a giftbox or pouch, everything has to be returned, including giftbox or pouch and all relevant, otherwise we will simply resend them to you without a refund.
We accept payment via PAYPAL & moneybookers. For more details regarding moneybookers, please go to our Favourite Links section to find out more.
If you are using PAYPAL, please note the following requirements:
(a) For USA, UK any other country which PAYPAL has an address verification service available:
Please make sure that you select the correct country when you are making payment as we only accept payments from verified accounts with confirmed addresses. To ensure that your account is protected, we only ship to the confirmed address as stated on PAYPAL and reserve the right to request for an alternative form of payment should the address be unconfirmed and/or unverified.
(b) For all other countries which PAYPAL is available but do not have the address verification service as at the date of transaction:
Please make sure that you select the correct country when you are making payment as we only accept payments from verified accounts. Please make sure that your address is included in your PAYPAL payment and must be the same as the address you wish for the your purchase to be shipped to you in the rubylane invoice. As always, we reserve the right to request for an alternative form of payment should the circumstances arise.
We seek your understanding that these are measures that we are taking to protect your account and to reduce the incidence of fraud.
If you are unable to verify and/or confirm your PAYPAL account, please use MoneyBookers to make your payment.
1. If you are not pleased with your purchase, simply contact us by email or phone within 3 days of delivery of your item to arrange for its return and a refund of the purchase price, less the prevailing restocking fee
2. We will acknowledge your return request within 3 days.
3. You will ship the item back to us within 3 days of the acknowledgement:
* The item must be returned via the original carrier (unless agreed otherwise in writing), in its original packaging, insured (if available) for its purchased price, and must be received in the same condition as when it was shipped to you with the tags and identifying marks intact.
* We recommend you use delivery tracking and get a delivery receipt.
* The buyer pays for return shipping and insurance
4. After wehave verified the returned item is as originally sent, we will issue a full refund within 3 days.