Terms and Conditions
"Ready To Send" items must be paid for in full before they will be available for shipping or collection.
Orders, including Custom Orders, will only be started once full payment has been received.
Unless listed as "Ready To Send", all Ruby and Bear items are "Made To Order".
Please allow 7* working days for these items to be made and packaged for shipping or collection, and 2-3* working days from receipt of payment for "Ready To Send" items to be packaged for shipping or collection.
*Occasionally turnaround times will be extended; usually during Public Holiday and School Holiday periods or the lead up to Christmas; please refer to the header on the homepage for current turnaround times.
If you need your something sooner, please touch base to discuss before paying for your order: mailto://email@example.com
I will always do my very best to ship your order out sooner, but I'd much rather give you a longer estimated wait time and try to send your order out earlier than let you down by sending it out later than promised.
MasterCard and Visa credit or debit cards, PayPal, LayBuy, AfterPay, Zip and Shopify Pay are available, and online bank transfer is also accepted.
Before an order is packaged for shipping or collection, or before I start making it, full payment is required.
Payment of Custom Orders is required within 48 hours. If payment is not received within 48 hours, the fabrics and components for your Custom Order may be reallocated to another customer.
Typically, orders are shipped using the New Zealand Post Rural Delivery Service. They collect most week days and their target for delivery to New Zealand addresses is 5 working days from collection.
When your order is ready for collection, you will be contacted with the courier ticket number so you can track and trace your parcel.
If your parcel has not been delivered within 7 working days of pickup and you have not had a card to call or arranged for your parcel to be delivered to an alternative address, please contact Ruby and Bear so I can follow it up for you.
I will work with you and NZ Post to remedy this as quickly as possible, but please note that I must make any claims to NZ Post for missing or non-delivered items no later than 21 days from collection.
Please contact mailto://firstname.lastname@example.org immediately if your parcel has been delivered damaged or opened. Please include photographs of the damaged packaging and/or products. I will work with you and NZ Post to come to a resolution as quickly as possible.
In the instance of a faulty product, Ruby and Bear will meet our obligations under the Consumer Guarantees Act.
If you believe you have a faulty item, please contact mailto://email@example.com and I will do my best to put right any situation you are unhappy as quickly as possible.
You will be responsible for returning the item to Ruby and Bear on a tracked courier, and if upon inspection it is agreed to be faulty, I will reimburse you for shipping it back to me. If it is deemed to be damaged due to misuse or general wear and tear, you will not be eligible for a refund.
At the discretion of Ruby and Bear, you will receive a replacement, an exchange for an alternative product, or a refund for goods deemed to be faulty.
Please carefully read the Garment Care tab on the website and/or the garment care insert you will receive with your order, or the packaging your order comes on. This is important info and can be found on "How To Care For Your Gear".
Please take care to follow washing instructions where applicable. Misused or mistreated goods will not be accepted as faulty.
Please carefully consider who will be using any items you purchase, and where they will be used and/or worn. For example, necklaces should not be worn when climbing or crawling, metal hair clips should not be worn whilst bathing, showering or swimming. All items should be removed at nap time and bed time, including naps in the car or push chair.
Please follow the safety notes on the website, on the packaging, labels and care inserts/leaflets.
Items comprising of small parts are not recommended for children under the age of 3. Small and loose parts can present a choking and/or ingestion hazard. Necklaces and headbands can present a strangulation hazard. Please always supervise your children around their Ruby and Bear gear, and do not let them mouth or chew on these items.
CHANGE OF MIND
Please note that Ruby and Bear is not obligated to accept returns of any items due to a change of mind. Unless faulty, items that have been worn cannot be returned.
Please choose carefully when purchasing jewellery and hair accessory items; for hygiene items these cannot be returned if your change your mind.
In the instance a change of mind return is accepted, shipping will not be reimbursed by Ruby and Bear. It will be at your expense.
It is highly likely that the pattern placement or print will vary from product to product, and the placement of the pattern on your order may differ from what is pictured on the website.
If you have a particular request about the pattern placement on your order, please contact mailto://firstname.lastname@example.org prior to completing your order to see if this is possible.
I endeavor to have the most accurate indication of colour on the website, but please note that lighting, screens and monitors will all affect how a colour may appear.
Typically my products are photographed in soft natural or filtered bright sunlight. From time to time they may be photographed under a ring light with a white tube, with white reflects. Images on the website may be edited to give more accurate indication of the product, but website pics do not have filters applied.
Occasionally, there may be a variation in colour between different batches of fabric from my supplier. I will note this in the description if this is anything more than a very subtle difference.
I am more than happy to answer any questions you may have, and really value feedback and suggestions. Equally, if you are ever anything less than 100% happy, please contact me so I can try to put this right for you.
Please email mailto://email@example.com and I will respond as soon as possible.