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Delivery & Returns

Delivery

The delivery options are different for each product. Please see product descriptions for details.

Getting your goods to you swiftly and safely is of utmost importance to us. That’s why we entrust our deliveries with carefully selected couriers. It is also why we ask that your order be signed for upon delivery.

UK shipping will be received within 3-5 working days, unless otherwise stated. These items are fully insured and are shipped with tracking numbers via our designated courier. In most cases, a signature will be required upon delivery.

International shipping can be arranged, please contact sales@rubywatts.co.uk for enquires.

We advise you book a qualified electrician to fit the lights once the goods have been received and not prior to this. We cannot be held responsible for any charges from electricians if goods arrive later than expected.

Vintage Chandeliers

Because of the fragile and delicate nature of vintage crystal chandeliers, these items can only be delivered to Sussex, London, and Surrey area, unless otherwise agreed between us and the customer. These items are delivered personally by a vintage chandelier special delivery service, and special delivery charges apply for this reason.

Bespoke Goods

Bespoke goods means goods made AND/OR customised to order, sold by us through our site.

These items are usually delivered between 4-8 weeks from the date of purchase. However, it can take longer for some items. Please make sure you read a product description and delivery details before making a purchase.

 

Returns

We understand that making a purchase online is not easy when you haven’t seen or examined the goods.

To protect you from disappointment, we encourage you to closely inspect all the photos, descriptions, and details of the product before completing a purchase on our website.

If you are not sure about the product’s condition, dimensions, or any other details, you can always contact us. We are very happy to discuss items in more detail with you and, if required, will provide more information on the condition of the product, along with additional photographs.

We hope you are happy with your purchase from Ruby Watts, but should you wish to return an item we will try and make it as easy as possible for you.

 

Change-of-mind Returns

If you are not fully satisfied with your purchase, you can return the items as long as they are in their original packaging and in a saleable condition. Please fill out our Returns Form available in the bottom of this page and submit it within 14 days from the date of delivery.

Once we have approved the form, you will be responsible for returning the items to our warehouse within 30 days of your initial delivery.

Once received and inspected, a refund will be issued within 7 days.

If the item has not been returned in fully saleable condition, we reserve the right to refuse a refund on the item, or to deduct up to 50% of the original selling price from the refund amount. if the damage is clearly not caused by the delivery process (for example a stain, a scratch etc).

As we are a small independent company, we kindly ask if the change-of-mind returns can be paid for. If you have any questions, drop us a message and we will talk you through the process: support@rubywatts.co.uk.

Please note that the right to return does not apply to the non-refundable bespoke goods.

 

Faulty/Damaged Goods

We strongly advise you to unpack and inspect your items within 24 hours of delivery. We cannot be liable for any damage that occurs to the lights whilst in your possession. If your product arrives faulty or damaged, you need to notify us within 48 hours of delivery.

Please  fill out the Returns Form in the bottom of this page, and attach a photograph or a video of the faulty/damaged item.

Once we have approved the form, we will arrange and pay for the collection of the damaged items, meaning that the courier will come to your house and collect the goods that need to be returned. Once received and inspected, a refund will be issued within 7 days.

Please note: our vintage pieces come with imperfections so please inspect all the photos on the product page before completing the purchase. Please also note that colours may vary slightly from the colour tones shown in the pictures.

 

Cancellations

If you change your mind before the goods have been dispatched, you can cancel the order and receive a full refund.

The right to cancel does not apply to the non-refundable goods.

If you cancel an order after it has already been dispatched, the costs of delivery wil be non-refundable.

To cancel the order, please contact us on support@rubywatts.co.uk.

 

Bespoke goods

Bespoke goods means goods made AND/OR customised to order, sold by us through our site.

This means that where goods have been made to order and/or customised to your specific requirements, they will become non-returnable and non-refundable. This will not affect your statutory rights with regards to damaged goods.

All bespoke or made-to-order items will include this information in the item description. We encourage you to read item descriptions carefully to avoid confusion and disappointment. If you are unsure whether an item is standard or bespoke please don’t hesitate to contact us.

 

Returning your item

To return your product, you should send your item(s) to our Warehouse:

Ruby Watts, Dinostore, Unit 4, Valley Farm Business Park

Reeds Lane, Sayers Common, West Sussex, BN6 9JQ

Please repack the item with care utilising, where possible, the original packaging that you received your item in. We must stress that if the item arrives damaged we can not accept the return, and will not be able to credit your account.

You will be responsible for paying for your own return shipping costs unless you are returning a damaged item.

All returns using postal methods must be sent using a trackable shipping service, or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.

 

Returns Form

  • Date Format: MM slash DD slash YYYY
    When was your item delivered?
  • Drop files here or
    Accepted file types: jpg, gif, png, pdf, mp4, avi.
    This needs to be sent within 48 hours of delivery.