FAQs
What are our jewellery made from?
We craft our jewellery using sustainable materials such as sterling silver, stainless steel, titanium, and solid gold to ensure durability and quality.
What happens if the items do not fit me?
We recommend referring to our sizing chart for guidance. If you're unsure, please email us at info@rubyandstone.co.nz for assistance.
Unfortunately, we cannot accept returns on piercings and earrings due to hygiene reasons.
How do we care for plated gold jewellery?
To ensure the longevity of our plated jewelry, we recommend avoiding contact with water, moisturizers, and perfume. Store your pieces in a sealed bag or jewelry box to prevent oxidation. Our high-quality plating develops into a beautiful vintage gold or rose gold finish over time, rather than tarnishing.
For stainless steel pieces, we are confident they are water-resistant and sweat-proof, but taking extra care will help keep them shiny and looking new.
Shipping questions
What if I do not receive confirmation email?
If you do not receive a confirmation email, please email us at info@rubyandstone.co.nz.
One of our friendly representatives will be in touch as soon as possible to assist you with your order.
The tracking says that my parcel is delivered but I have not received my order, what do I do?
Please contact NZ Post directly with your tracking details to initiate an investigation. If they are unable to assist, feel free to email us at info@rubyandstone.co.nz.
We recommend avoiding the "Authority to Leave" option with NZ Post, as this allows parcels to be left unattended on your property. If you have selected this option and your parcel is stolen, we regret that we cannot take responsibility for the missing package.
My package was delivered but the items was damaged/ missing by the courier, what do I do?
We recommend taking a photo of the damaged parcel or missing items as soon as you receive it. Please email us at info@rubyandstone.co.nz with the photos, details of damages/missing products, including your order number, and we will initiate an investigation on our end.
Please do allow 2-3 working days for us to resolve the issue.
Returns questions
What are our returns policy?
Due to hygiene reasons, we do not accept returns on body piercings or earrings. We kindly remind customers to double-check sizes before purchasing.
For all other items, returns are accepted within 14 days of receiving your product for store credit or an exchange.
Products must be in brand new and unworn condition for us to accept returns.
Can we return the items to the store directly?
Yes, absolutely! Our friendly team members are happy to assist you with an exchange or a return for store credit. You can even exchange items in-store immediately.
What happens if the items arrived damaged?
Our team conducts strict quality control before dispatching items. However, if your item arrives damaged, we recommend taking a photo or video of the damage and emailing it to info@rubyandstone.co.nz.
Our team will guide you through the next steps for your return.