FAQ's
FAQs
How do I place an order?
Please select you your item and add it to the shopping cart. Please note that some of the products will require details such as a name or date at the ‘Your Cart’ page. Please use the ‘Order Instructions’ box to add further details, if you are not able to do so on the product page. When you are ready to purchase your item, follow the instructions to pay for and complete your order securely. You will then receive an order confirmation email.
Gift Notes - we are not able to add custom and non-custom gift notes to this item. Please do not use the ‘Order Instructions' box on the ‘Your Cart page for gift note requests.
Gift wrapping – unfortunately, we do not offer gift wrapping as a service for our products.
What happens after I place my order?
Order processing takes place between 2 to 5 days before being dispatched to your address. You will receive an email confirming dispatch, and includes tracking information so you know where your order is leading up to delivery.
Orders received before 4pm on weekdays will be processed the same day.
Orders received after 4pm on weekdays will be processed the next business day (Monday to Friday)
Orders received on the weekend will be processed on Mondays (excluding Bank Holidays)
When will I receive my order?
Items will usually be delivered within 6 to 8 business days after you place your order, depending on the destination. Please check individual product listings for processing and delivery details.
Can I collect my order?
Regrettably, our products are available for shipping and delivery only.
How do I track my order?
After your order is dispatched, you will receive a confirmation email with tracking information so you will always know where your order is.
How do I cancel or amend an order?
You can cancel or amend your order up to 4 hours after placing it. After this time, it cannot be amended or cancelled as it would have gone into production. Please message us via our Contact Us page or chat with us, stating your name, order number and item description. We will then initiate an order refund or amend as instructed.
Where do you deliver to?
At present, we deliver to UK and US.
I have received a damaged or defective order?
If your item arrives damaged or defective, please let us know immediately by sending an email to rubysheartfeltgifts@gmail.com, together your name, order number and a photo of your item's condition. On inspection and approval of your photo, we will issue a replacement immediately.
Do you offer returns and exchanges?
Custom Made:
We are not able to accept returns or exchanges on custom made items unless they are defective or damaged.
If your item arrives damaged or defective, please email us at rubysheartfeltgifts@gmail.com together your name, order number and a photo of your item's condition. On inspection and approval of your photo, we will issue a replacement immediately.
Non Custom-Made Products
We accept returns for non-custom products up to 14 business days after delivery, if the item is unused and in its original condition and packaging. If you would like to return your item, please let us know by using the Contact Us page quoting the order number We will then provide instructions for where to send your item which must be in its original packaging, and on inspection and approval, we will refund the full order amount minus the shipping costs for the return. Payment will only be refunded to your original payment method. Items sent back to us without first requesting a return will not be accepted.
How do you use my personal information?
To find out how we process your information, please see our Privacy Policy.
What are your terms and conditions?
Please see our terms and conditions on the use of our website.
How do I contact you if my question isn't answered here?
We would love to hear from you - please get in touch by using our Contact Us Page, or chat with us. Please note that all questions are processed from Monday to Friday only.