FAQs

Frequently Asked Questions (FAQ)

We're here to help! If your question isn’t covered below, feel free to contact us directly at management@rubyreubs.com.

GENERAL QUESTIONS

Can I change or cancel my order?
If your order hasn’t been processed for shipment yet, we may be able to update or cancel it. Once it’s been shipped, we’re unable to make changes. Contact us immediately at management@rubyreubs.com and we’ll try to help.

When will I be charged for my order?
All orders are charged in full at checkout. If you see any additional pending charges, they should reverse within 3 business days.

Can I place an order over the phone?
No, all orders must be placed online through www.rubyreubs.com.

Do you offer different sizes or colours than what’s listed?
No. If a size or variant isn’t displayed, it’s currently unavailable.

What happens if an item I ordered goes out of stock?
If an item becomes unavailable after you order, we’ll contact you to offer an exchange or a refund.

Can I remove an item from a bundle and get a refund?
No. Bundles are only returnable as a whole.

Do you charge sales tax?
Sales tax is applied to UK orders as required by law.

How do discounts work?
Discounts are applied automatically unless otherwise noted. Offers are only valid while supplies last and cannot be combined or applied retroactively.

PRE-ORDERS

When will my pre-order ship?
Estimated shipping timelines are listed in each product description. Your entire order will ship once all items are available.

Will I be charged right away for a pre-order?
Yes, full payment is required at checkout.

Why hasn't my pre-order shipped yet?
Production delays can occur. We’ll notify you if there’s a change in expected delivery.

SHIPPING

When will my order ship?
Orders typically ship within 2–3 business days, excluding pre-orders.

When will I get my tracking info?
You’ll receive an email with tracking details once your order ships. Please check your spam folder if you don’t see it.

How long will delivery take?
UK orders usually arrive within 3–7 days. International orders may take 2–4 weeks.

What if my order is lost?
If your tracking hasn’t updated or your package is missing, contact us within 60 days of the ship date for support.

My tracking says delivered but I don’t have my item. What now?
Sometimes carriers mark orders as delivered early. If your order hasn’t arrived after 5 days, please contact us.

Will I be charged customs fees outside the UK?
Yes, international customers are responsible for any customs/import fees.

RETURNS & EXCHANGES

How do I return or exchange something?
Email us at management@rubyreubs.com before sending anything back. Returns must be approved first.

What’s your return window?
Returns must be requested within 15 days of receiving your order. Limited edition items cannot be exchanged.

Do I pay for return shipping?
Yes, unless the return is due to a shipping error or product issue.

When will I get my refund?
Refunds usually take 3–5 business days to process, and 2–10 days to reflect in your account.

DAMAGED OR INCORRECT ORDERS

What if I received a damaged or incorrect item?
Email us with a photo of the issue within 30 days. We’ll issue a return label and replace your item.

What if my item doesn’t match the online photo?
Digital mockups may differ slightly from final products. Send us a photo if you think there’s a major discrepancy.

DIGITAL DOWNLOADS

How do I download my digital music?
Use a desktop to download and transfer to your mobile device. iOS users must download to a computer first.

Are digital purchases refundable?
No. All digital downloads are final.

EVENTS & PRE-SALE TICKET ACCESS

What is pre-sale access?
Some releases or merch may come with early ticket access. Pre-sale does not guarantee tickets.

How do I get a pre-sale code?
Usually included with qualifying purchases. Codes are sent via email.

How many tickets can I buy?
Limits depend on the event. Check your email or the ticket site.

LIMITED EDITION ITEMS

Can I exchange a limited edition item?
No. All limited edition sales are final.

What if my limited item was returned to sender?
We’ll contact you for an updated address. If we don’t hear back within 5 business days, we’ll refund your order.

Thanks for supporting Ruby Reubs and London’s Most Wanted Music Group.

All policies apply in accordance with UK consumer law.