Frequently Asked Questions
ORDERS FAQs
Can I add an item or change my order once it has been placed?
If you have placed an order and would like to amend it, please reach out to our team directly within 2 hours of placing your order with your change request at info@deerruby.com.au
Our team will do their best to accommodate your request, however please be aware this may not be possible in all cases.
Can I cancel an order once processed?
Once an order has been processed we are unfortunately are unable to make any changes.
If you have just placed your order and have an urgent enquiry, please contact us via email info@deerruby.com.au and we will do our best to discuss a possible solution as quickly as we can.
Can I modify my delivery address after placing an order?
Please double check your delivery address before placing your order. Deer Ruby is not responsible for address errors made during checkout.
If you’ve entered the wrong address, contact us immediately at info@deerruby.com.au. We'll do our best to help, but changes can't be made once your order has been dispatched.
If you reach out outside business hours, we’ll respond as soon as possible, however, we can't guarantee changes can be made before your order is processed.
My order has not arrived!
Please check your tracking number as this should have the most up to date information available. If your item has been delayed please feel free to contact us at info@deerruby.com.au and we can assist in launching an investigation into the whereabouts of your parcel.
Will I have to pay for customs & duties for international orders?
The shipping cost added to your order at the time of checkout does not include possible taxes and duties, which may be applied by customs in the country where the order has originated. The responsibility for any customs duties, foreign taxes or other fees will rest with the customer. Please contact your local Customs Office for further information or estimations on these costs.
How long will it take for my order to be ready for pick up in-store?
Please allow 3-5 business days for Bags & Pyjamas and 2-3 weeks for Jewellery. Any in-stock items are ready for pick up the next business day.
We will send you an email as soon as your order is ready for pick up with further instructions on collecting your order. Your order will only be ready for pick up once this email has been received.
What are your payment options?
We accept Mastercard, Visa, American Express, Deer Ruby Gift Cards, Afterpay (for Australian customers) & PayPal.
At this point in time we do not offer lay-by or payment plans.
JEWELLERY FAQs
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.
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.
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.
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.