CUSTOMER SERVICE
PROMO CODES
All promo codes should be applied at the checkout stage. Please note, that promo code discounts cannot be applied to special price items unless otherwise indicated. However, they can be applied to other normal price items in your shopping basket. Promo codes can only be applied to new orders on the aquaruby website, and cannot be applied retrospectively on previous orders, or once payment has been completed on existing orders. If you have any questions, or if a promo code does not work, please contact us at info@aquaruby.com
VIP CLUB NEWSLETTER
Sign up to our VIP Club newsletter by submitting your email address on the bottom right side of our homepage. As a special bonus, VIP club members will receive a special promo code which gives 10% discount off the first order. Members receive email updates on new products, as well as exclusive discounts and offers. Please note, the initial promo code can only be used once, on non-sale items, but may be deferred to a subsequent order if preferred. Subscriber details are not passed on to any other third parties.
PRIVACY
Aquaruby is committed to respecting and protecting your privacy. Personal Information will be used only for the purposes of processing your orders and responding to any questions you might submit. Aquaruby does not store credit card details nor do we share customer details with any third parties.
We will only contact you personally in connection with your order and will keep you well informed should we have any difficulties providing you with the specific goods ordered. We may send you occasional promotional emails to keep you up to date with our new lines and special offers if you have chosen to receive these when registering. If you decide later that you do not wish to receive further promotional emails, simply send an email to info@aquaruby.com and you will be deleted from our mailing list. More information on our GDPR Compliant Privacy Policy can be found here: https://www.aquaruby.com/gdpr-privacy-policy
RETURNS & REPLACEMENTS
We offer a 100% Satisfaction Guarantee. In the unlikely event that you are unhappy with your purchase, please email info@aquaruby.com to receive a returns authorisation code number which must be clearly written on the outside of the package to be returned. All returns requests must be made within 14 days of receipt of delivery. Items must then be returned to us within 14 days after the returns request being submitted (maximum 30 days after receipt of order). Any unauthorised returns without a returns authorisation code number may be rejected. Please note that charges for special express delivery services e.g. Priority Registered / Special Next Day Delivery will not be refunded if they are selected at the checkout stage.
All our items are carefully checked prior to them being dispatched. Nonetheless, we strongly advise customers to carefully inspect their order upon receipt. If in the unlikely event that an item arrives faulty or damaged, we must be contacted within 7 days of receipt.
Please note that the buyer is responsible for postage costs or postal losses on returned goods. For your own insurance, it is recommended that all items are returned to us via registered/insured post as Aquaruby is not responsible for returned items lost in transit. Due to hygiene reasons, we cannot accept returns of earrings for pierced ears.
Returned items should be unworn and undamaged and in their original packaging with tags (if appropriate). We will not refund goods that have been worn, do not have their original packaging or show obvious signs of abuse. Items damaged as a result of wear and tear or neglect will not be regarded as faulty and therefore not refunded or replaced.
For customers outside the EU, it is very important that the package is clearly marked “RETURNED GOODS” on the customs form to avoid additional import charges and delays. If such charges are incurred when the item is returned, this will be deducted from the refund.
In the interests of fraud prevention, refunds will be issued by the same method used and to the same credit card name used when payment was made. Goods are refunded within 30 days.
LATE & LOST DELIVERIES
We cannot refund or replace lost items until 20 working days after the date of dispatch for European addresses or 25 working days for international addresses. Orders cannot be re-sent until they are classed as lost. In this situation, you may to wish to place a second order for the items. Should the first order subsequently arrive or be classed as lost, the order will be refunded once the required time period has elapsed or the goods have been returned back to us.
Please ensure that the delivery address is correct before placing an order as refunds will not be given for lost or delivered goods when an incorrect address has been provided.
ORDERING
Ordering online with aquaruby is safe and secure. Our payment process is hosted on a secure server, so your credit card details are safe and please note that we do not store your credit card details. Your order will not be sent until full payment has been received. We will email you once your items have been dispatched.
Aquaruby reserves the right to cancel any order. In such cases, the customer will be notified and the corresponding payment refunded.
PRICING
Aquaruby conducts all transactions in UK Pounds.
For non-UK customers, the actual amount which appears on your credit card may vary by a small amount from the figure displayed in your shopping cart. This is due to exchange rate fluctuations charged by your bank/credit card provider which are beyond our control.
IMAGES/NATURAL STONES
Please note that some of our jewellery contain natural semi-precious stones (e.g. Satya, Lola Rose) and therefore items may vary from piece to piece in terms of the colour and pattern of stones/beads. Images shown therefore may not be exact representations of each piece.
COMPANY INFORMATION
Aquaruby Limited
Company Registration No. 7757864
VAT No.: GB189175364
Registered company address:
2 Lime Walk, Headington,
Oxford, OX3 7DZ
UNITED KINGDOM