Frequently Asked Questions
Can I get a different chain length?
Yes you can! If you're looking for something different to the three standard chain lengths we offer, simply email us at info@deerruby.com.au with your custom length and we’ll be in touch within 24 hours to confirm your order.
What if I just bought my necklace and it breaks?
Deer Ruby necklaces are made to be worn every day and loved for a lifetime. However, these pieces are extremely delicate, which means breakages can and sometimes do happen. We stand by our quality and will offer free repairs if a breakage has occurred in transit or within the first three weeks of purchase.
To request a repair please email info@deerruby.com.au (please include a clear photo of the broken item) and one of our team will be in touch within 48 hours.
What if I’ve had my necklace for ages and it breaks?
If you have had your necklace for more than three weeks or it has been damaged due to misuse or mishandling, we can repair your necklace for a fee of $90.
To request a repair please email info@deerruby.com.au and one of our team will be in touch within 48 hours.
What are the costs to fix my necklace?
The cost to fix a breakage is $90 plus postage. Simply send the broken necklace to us and we will contact our makers in Bali to begin the process. Your repaired or replacement necklace will take approximately three weeks to be delivered to you.
Can I add more than 5 letters?
Unfortunately not. The Deer Ruby design aesthetic is delicate, simple, feminine. With this in mind we can only add up to 5 letters or up to 4 letters and a heart or a wing. If you require something different to this, a Deer Ruby necklace might not be the right choice for you.
Do you ship overseas?
We sure do! Simply fill in the shipping details, make your payment and we will send your parcel to the destination of your choice anywhere in the world. Please note, overseas shipping will attract a slightly higher postage costs.
Can I add more letters to my chain at a later stage?
Yes, we can do that for you. The cost to add more letters will depend how many you need but as a rough guide, $90 for one letter and $30 for each subsequent letter thereafter.
Can I return my custom order?
Purchases for personalised items are final, returns cannot be accepted once the jewellery has been customised.
How long will I have to wait for my order?
Our necklaces are all hand made to order by our makers in Bali. We work with a beautiful Balinese family who we have been collaborating with since 2013. Due to the customised nature of each piece and the time it takes for international shipping, your order will take around three weeks to be delivered to you. But sit tight, the wait will be totally worth it!
Important: due to the Covid-19 situation, we are currently experiencing long delays on our shipments. Please be assured we are working hard behind the scenes to get your order to you as quickly as possible.
Is this real gold?
At Deer Ruby we use high quality gold plating and rose gold plating. As long as you don’t wear your necklace in pools, the colour and quality will remain the same for life.
Can I wear my necklace in the shower?
It is not recommended to wear your Deer Ruby necklace in the shower or pools. Wearing it once or twice shouldn’t affect it, but persistent exposure to chlorine and other harsh chemicals may cause the necklace to discolour.
Can I change the letters or positions after I have placed my order?
Unfortunately not. Once you have placed your order it will be sent immediately to our makers in Bali so they can begin the process. We strongly encourage you to check and double check your order before submitting payment to ensure you have chosen the right letter positions, number of letters, as well as material and length preference.