Policies

ORDER CONFIRMATION 

When we receive your order we send you an email confirming we have received it. 

Please allow 1-4 business days for your order to be accepted, processed and dispatched. 

All orders are subject to our final acceptance and is only confirmed once we have sent you an email confirming it has been dispatched. 

DELIVERY

When your order has been dispatched please see below for approximately shipping times. Shipping costs are charged at checkout. 

Within Europe 2-4 business days. Cost £15 

Outside Europe 2-7 business days. Cost £50 

Your order will be dispatched in a discreet, unbranded external envelope. The jewellery is packaged in a branded RUBERG jewellery box.

Please note your package will require a signature. If someone is not present at the time of delivery, Ups , Fedex, or Royal Mail, will leave a calling card and you will be able to reschedule delivery for a more convenient time.

We will use our reasonable endeavours to deliver your order within the times indicated. However, where delivery times and dates are given, they are for general guidance only and we will not be held liable for late delivery of goods caused by circumstances beyond our reasonable control. 

 

DUTIES & TAXES

Orders placed in EU are inclusive of VAT. Rest of the World - Orders to all countries outside of the EU are exclusive of UK sales tax (VAT) which is currently 20%. This will be removed from your order at checkout. Your order may be subject to local import duties and taxes. Please note that RUBERG cannot be liable for any local import duties and taxes imposed, and that these are payable by the customer and normally collected at the time of delivery. Furthermore, RUBERG cannot be liable for any delays experienced with customs clearance at your local customs authority.

 

SPECIAL ORDERS

Special Orders include all RUBERG jewellery which is made-to-order, re-sized and customised in any way.

Special Orders are made or customised especially for you; because of this, these pieces of jewellery cannot be returned under any circumstances.

The delivery time for Special Orders may vary and will be confirmed before final purchase. Depending on the item, it may take between 2 and 8 weeks for your jewellery to be handcrafted.

 

RETURNS

We hope you adore your RUBERG jewellery. Whilst we want you to be completely satisfied with your purchase, if you are not, we will happily offer you a full refund in compliance with our policy.

Please note jewellery and goods purchased online cannot be exchanged or returned at any of our showrooms.

It is essential to note that, in order to receive a refund, the item(s) must be unworn and in perfect condition with all labels attached and packed within its original packaging. Custom-made, custom sized or re-sized and engraved items: these pieces are Special Orders, which means that the item will be made or customised especially for you; because of this, these pieces of jewellery cannot be returned under any circumstances. This does not affect your statutory rights.

We will happily accept any other returns of unworn items within a 14 day period of delivery. Please email us first with your order number to request your unique returns reference and once accepted send the item(s) to the address below.

We strongly recommend that you send your order back to us by a trackable shipping service, recorded delivery and insured option. We cannot accept responsibility for parcels lost or damaged in transit. A prompt refund for the sum paid, less any delivery costs, custom duties and/or taxes, will be issued within 14 days if the item if it is in its original condition and all the information referred to above is received. The credit card used for the original purchase will be credited with the original price. If there are any problems with your refund, a member of customer services will contact you. For all returns, except where the item is faulty, you will be required to arrange and pay for all associated costs on the return of the products to us.

Postal address for pre-approved returns:

RUBERG
Ref: [ Insert Unique Returns Reference # ]
Frederiksborggade 50, 3.th
1360 Copenhagen K
Denmark 

Please note that for items purchased and returned in our showrooms a credit note will be issued which is redeemable for a 1 year period.

We want you to be happy with your purchase so if you have any questions please get in touch at shop@ruberg.co.uk

 

RETURNING FAULTY GOODS 

In the rare event that goods are delivered faulty or damaged please contact us on +45 60520230 or email us so we can arrange a replacement or a refund.

If the package you receive is damaged or open please do not accept the delivery and contact us immediately to arrange a replacement. Should this occur, we will cover additional delivery costs and re-arrange delivery of a new replacement item.

Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within the 6 months after delivery. All items that are returned as faulty will be assessed by RUBERG and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty. We offer a full repairs service for such items. There will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred.

 

SERVICING & REPAIRS

We hope you adore your RUBERG jewellery. Every piece is crafted with fine attention to detail and to keep it looking as beautiful as the day it arrives take care when storing and cleaning your jewellery [See Care and Storage Guide for advice].

 

REPAIRS

If your jewellery is damaged at any point, we will be very happy to mend any repairable items.

There may be a charge for servicing and repairs, but we do try and keep repair costs to a minimum. Charges for repair will be calculated once the goldsmith has inspected your piece. You will then be asked to confirm that you'd like to go ahead with the repair.

 

SERVICING

If your jewellery is beginning to look a little tired, we will be very happy to bring it back to it's former glory.

There may be a small charge for servicing. Any charges will be communicated to you prior to being incurred.

 

ARRANGING A SERVICE OR REPAIR

To arrange a repair or to have your jewellery serviced, please contact the RUBERG boutique from which you bought your piece.

If you are an international customer, or if you bought your item online, please contact customer services directly with your servicing or repair enquiries, either by phone on +45 60520230, or by email shop@ruberg.co.uk

 

ONLINE ORDER CANCELLATION

If you need to cancel an order placed online at ruberg.co.uk that has not yet been dispatched, please telephone our customer service team on +45 60520230

Please note that once your order has been dispatched, we are unable to cancel it. If this is the case, please refer to our returns policy.

Find our Terms of Service and information about Privacy Statement.