ORDERING & RETURNS
Who do I contact for help?
If you need any assistance of any kind, whether it be with the website, ordering, looking for jewels to match a top or anything else, just send an email over to Sabrina at firstname.lastname@example.org
What should I do if I have problems placing my order?
Please don't hesitate to contact us via email or phone (more contact details here).
What should I do if some of my order is missing or damaged?
Please contact us straight away, details can be found on the Contact Us page here.
What should I do if you've sent me the wrong goods?
Please contact us straight away and we’ll sort out the mistake quick smart, details can be found on the Contact Us page here.
Can I return my order?
In most instances - yes you can! We have a 60 day LOVE guarantee. Please refer to ourReturns Policy.
What is the 60 Day LOVE Guarantee?
We’re all about putting smiles on faces, and we hope that every time a RO treasure is unwrapped from its box that’s what will happen. We also know that sometimes online shopping means colours might not be right, beads might be too heavy or you simply just don’t LOVE them. So we offer 60 days to return or exchange jewels (unfortunately this excludes earrings for hygiene reasons). We appreciate any and all feedback, so if something isn’t right, please tell us and we will definitely be able to help you out. Find out more about how to return jewels, and the LOVE Guarantee here.
SHIPPING & DELIVERIES
How do I track my parcel?
You will receive tracking details in your shipping confirmation email. If you have any issues, send an email over to email@example.com and Sabrina will help you out.
I'm not home during the day, how do I get my parcel?
If you can't give a work delivery address when ordering your goods, a delivery card will be put in your letterbox, and the goods will be held at your local post office. We also give you the option to request that your parcel be left in a safe location through Australia Post if you wish. Ruby Olive is not liable for any packages lost if you opt to leave your parcel in a safe location through Australia Post.
We also offer the option of Click & Collect for local deliveries (based in Camp Hill, QLD Australia)
What do I do if my order hasn't arrived?
If you haven't received your goods within the specified time (see here for specified time) please e-mail firstname.lastname@example.org, and we can track your parcel.
What should I do if my goods were damaged in transit?
If your goods are damaged when you receive them, please contact us straight away and we will replace your order. Please see the information under Returns.
PRODUCT CARE & GENERAL QUESTIONS
What do I do if my necklace is too long, or too short?
If the necklace has an adjustable chain clasp, you can always pop into your local craft shop and grab a short length of chain to add. And if it’s too long, you can tie one or several knots in each side, where the black rope is. This creates more of a trendy, choker style which might be preferable for some tops and necklines. Just don’t tie too tight, you might want to undo it as well!
Why is your jewellery so expensive?
We understand that our price points may be slightly higher than other costume jewellery brands out there. The reason for that is that our beautiful resin and wood creations are all entirely hand-made. Each bead is individually poured, sanded, polished, drilled and strung. And we like to support our artisans by paying them a fair price for their gorgeous skills.
How is your jewellery made?
All of our resin and wood jewellery is made in the Philippines by a team of talented artisans who are passionate about authentic artisan craftsmanship. The wood pieces are made from recycled floorboards or fast growing trees that are quickly replenished so as to minimise the environmental effect. The wood is dried, hand carved and sanded, dyed to colour and strung to make the piece. The resin begins as a clear colour, to which pigment is added. Then the resin is poured into moulds, left to set, popped out of its moulds, sanded, polished, drilled and then strung into the pieces.
How is the swirly artisan jewellery made?
Artisan resin is our speciality over here at RO. Our extremely skilled artisans create this using a very hands on method, which leads to the beautiful differences in each piece. Essentially each colour of resin is drizzled into a tub, until layers of swirls and intricate patterns are born, then the tray dries and the beads are cut out from the big piece. The layered effect of some pieces is created by the layers of colour being poured one by one into moulds, and left to dry before adding the next layer. It creates a beautiful striped or “egg” effect depending on the angles of the mould.
How does RO sizing work?
We include “neck drop” measurements on all of our necklaces. The way to measure a neck drop is to lie the piece flat on a table. Then take a ruler and measure out from the clasp (or very top of the piece) to the first point on the necklace. If there is a chain, that will be approx 8cm of adjustability, and all of our fully adjustable necklaces will have both the longest length and the shortest length included in their measurements. For bangles, we include the inside diameter of the bangle. We lie the bangle flat and use a ruler to measure across the inside of the piece.
What is your ring sizing?
Our ring sizes are standard across our different ranges, and rings come in size small, medium and large. This size is measured in millimetres, and the measurement is taken across the diameter of the ring.
Sizing is as follows:
Size Smallis 17mm, equivalent to an Australian ring size N or an American size 6.5.
Size Mediumis 17.5mm, equivalent to an Australian ring size O, or an American size 7.
Size Largeis 18mm, equivalent to an Australian ring size P ½ or an American ring size 8.
Size Extra Large is 18.5mm, equivalent to an Australian ring size Q½ or an American ring size 8½.
We only stock these sizes currently.
How accurate are the images on the site?
The images that represent each product are as accurate as possible and we aim to have numerous images for each product. Sometimes there may be a slight variation between each item as some products have unique and natural components. Some colours may also vary slightly due to computer image quality.
How accurate are the measurements listed on your product pages?
We do our best to ensure measurements and diameters are as accurate as possible. We measure our products against a standard ruler using centimetres.
Does your jewellery contain nickel?
Our Jewellery is Nickel safe and in most cases Nickel free.
Is it safe and secure to order from you over the internet?
Ordering online with Ruby Olive is just as safe as using your credit or debit card over the counter in a shop. Our website and checkouts are protected by encryption and safety certificates.
What payment methods do you accept?
We accept payment using PayPal, Google Pay, Credit Card (VISA, MasterCard, American Express), and Afterpay. Credit card can be used via the Paypal site without having a Paypal account. If you have problems placing an order online, we are always happy to take orders over the phone [(07) 3112 7699] or via email (email@example.com). See the contact us page for our phone number. We do not accept cheques, cash or money orders.
When am I charged for my order?
All payments are processed at the point of order.
Do you share my personal information?
Your personal information isn't supplied to any third parties and your details will be kept confidential. No third parties have access to our customer list. Please go to the privacy page for details.
Do you offer wholesale prices to shops and other businesses?
We certainly do, check out our wholesale site for details: https://rubyolivewholesale.com
What does 'not valid in conjunction with any other offer' mean?
Sometimes we may list this on our T&Cs during sale or promotional periods. This means that whenever we offer a discount or special offer, it cannot be 'stacked' with any other offer. Our system will only allow and process one discount code at a time, and these discounts are not redeemable for cash. For example, if we have a 20% off sale, you will not be able to use a welcome code at the same time as redeeming your sale code.
How does RO Rewards work?
We love giving back to our lovely RO friends, so we created a rewards program that earns you points when you shop on Ruby Olive. When you sign up for the Rewards Program, you earn your first 50 points, then each time you make a purchase (while you are logged in) you earn 10 points for every $1 AUD you spend (not including Shipping fees or taxes). You can then share your referral link, and each time a new friend makes a purchase through your link you earn 50 points. Once you reach 5,000 points you are able to redeem your points for a $50 voucher to use on the site.
I had items in my cart but they sold out... what happened?!
Unfortunately our system doesn’t reserve stock that you have in your shopping basket. If there is only one of a particular item left, the first person to process payment is the one to secure it.
The piece I want is out of stock, will you be getting it back in?
We often restock our best sellers and crowd favourite pieces. If there is a piece you have your heart set on, click on the 'NOTIFY ME WHEN AVAILABLE' button and fill out your details. We will send you a notification if and when your piece comes back into stock!
Can't find what you're looking for?
Send us an email with your query and Sabrina will get back to you quick smart! Be sure to include your order number (if you have one). Please email us at firstname.lastname@example.org
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