FAQs / T&Cs for Ruby Orchard shoppers

How do I buy your lovely things?

It’s so easy – go to our ‘shop’ page, browse our products and just click the ‘add to cart’ button, and then proceed to checkout. You’ll need to give us your billing and shipping information, and leave any additional information we may need to know. You will not need to make payment yet… an invoice will be sent to you with the shipping costs included.

What payment options are there?

The Ruby Orchard currently offers payment by EFT only. Once an order has been received, an invoice will be emailed to you from our company The Ruby Orchard pty LTD with our banking details.

How do you ship products to me?

We use a reliable and efficient courier company to ensure you receive your products on time and in pristine condition. Our courier service delivers to your door, the cost is slightly higher then using the postal service but we know this is the most effective method for our shoppers. Your order will have a tracking number and will be shipped to a physical address.

What are your shipping costs?

All our courier prices are quoted on invoicing depending on your location and parcel size.

Can I use my own courier company?

Sure! Just let us know who will be collecting your goods and when!

How long does it take for me to get my lovely Ruby Orchard products?

We aim to have your parcel with you within 48 hours. Once you have received your invoice, we will wait for your payment, the quicker you pay and send proof of payment, the quicker your parcel will be dispatched! Courier delivery times are from the time the package is dispatched. Please ensure that a physical address is provided and that someone will be available to sign for the delivery which will take place between 08h00 – 17h00 on week days only.  Our Courier cannot deliver to outlying Farms or PO Box addresses.

I’ve been waiting for more than 5 days for my parcel – what now?

There are occasions where factors outside of our control can delay a parcel, so we ask for your patience if this happens on the odd occurrence. Once your goods are on their way, you will receive the confirmation email with your tracking number.

What if I missed the delivery from the courier?

For any parcels which are returned to us due to an incorrect or incomplete address listed on the order address, and/or if the parcel has not been collected from the deport after 1 month and is therefore returned to us – should you need us to resend you the parcel, you will incur an additional fee for the shipping once again. We cannot be held responsible for parcels which are returned to us due to the fact that it was not collected in the specific time frame from the courier depot.

What countries will you ship to?

If you’re an international customer please get in touch via email and we’ll arrange quotations for international shipping. We’re always willing to help.

The product says out of stock, can I still order this product?

You can still add the products to the cart, we will be able to advise you via email of the availability timeframe once we receive the order.

I’m having a problem checking out. What do I do?

We are sorry you are having problems. The best thing to do is give us a call during our store opening hours 033 330 2673 or pop us an email – therubyorchard@hotmail.com with the details of your problem and we’ll get right on it for you.  We are always very quick to respond.

Do you have a different size/colour?

If you have any questions regarding a particular item, contact us via email therubyorchard@hotmail.com we’ll let you know about possible other products in the range or maybe we could make something for you in the size / colour you are looking for.

I’ve seen something on your blog / facebook page / Instagram that is not available to add to my cart, can I buy these products online?

Our online store is still in its early stages, and so not everything is online yet! But if you see something you would like, we’ll make a plan! Email us the picture of the item you are interested in we’ll send you the price, dimensions and availability via email.

I received my order and really don’t like it, can I return it?

We want all our customers to love their products, however we unfortunately do not offer returns and/or refunds in the case that you are simply do not like the item.

What are your return policies?

In the unlikely event that the item is damaged or is of poor quality upon delivery, we will gladly offer a credit note or replacement if we have the item in stock. Please email us immediately at therubyorchard@hotmail.com so we can arrange for our courier service to collect the parcel from you. As soon as we have received the original parcel and we have inspected the items, we will happily replace the items or alternatively offer you a credit note for the same value of the item/s, should they be deemed by us not to the highest quality or have been damaged in transit.  All items need to be returned unused and in their original packaging. Unfortunately for any custom / personalised orders we cannot offer a refund and/or an exchange for.

Do I need to create an account to buy on your site?

No, anyone can shop online at The Ruby Orchard!

Ok, I’ve placed my order. What now?

Yay! You’ll get a confirmation email with your order, then a second email with your invoice. Once payment is received we will contact you with the dispatch day and a tracking number.

I’d love to buy someone a gift voucher for The Ruby Orchard.

Drop us an email and we’ll dispatch an e-voucher that can be spent in store or online! You will then be invoiced for the voucher via email and you can pay via EFT.

I was given a Gift Voucher purchased in store, can I use it online?  

This is a bit tricky for us newbie online shop owners!  Drop us an email and will convert the gift card purchased in store to an online one for you!

Can I use a gift voucher purchased online in store?

Yes you can!  Just let us know when you arrive in store and we will check the balance of your online gift card before you pay at the till and deduct this amount from your purchase.

How can I get in touch with you?

Head over to our contact page. You can phone or email, we’d love to hear from you!

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