Frequently Asked Questions

When will my order arrive?

Our order processing times are Monday to Friday 8am - 1pm. Any orders placed after this time (1pm) will be processed the next working day - the next working day after Friday, being Monday. Orders are normally processed and dispatched within 24 hrs on your chosen delivery service.

How Do I Make a Return?

We first of all, we kindly ask that you check our Returns page to see if we will be able to accept your item back for a refund. Returns & Exchanges

*Personalised items are non-refundable

Our returns address is:
Rock on Ruby,
1st Floor, Tottington CC
Royds Street,

What if I want to pay by cheque or postal order?

Unfortunately, we are no longer able to accept payment via cheque. We can accept Paypal and card payments through our payment provider SagePay.

What happens if my items are out of stock?

We aim to supply you with everything you have ordered, but where this is not possible we will contact you ASAP. We are happy to offer alternatives, or we can send you the available products and remove those that are unavailable. We will notify you of this ASAP, and you will only be charged for what we despatch to you.
If any orders are delayed, you will be informed and we will upgrade your shipping free of charge as a gesture of goodwill, to ensure that your order reaches you as soon as possible.

How do I know Rock On Ruby is a secure shopping site?

When you click the 'Pay with credit or debit card' button to enter the checkout, you enter the secure section of the site. You will see a locked padlock in the bottom of your Web browser window to show that the page is secure. When you place an order, your details are scrambled (or encrypted) before they are sent over the Internet.

Encryption and Data Storage
Once on our systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data we hold is extremely secure and we are regularly audited by the banks and banking authorities to ensure it remains so. We do not save or store any bank account / payment card details.

Links to banks
Sage Pay - our provider- has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.

All transaction information passed between merchant sites and the Sagepay VSP Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from Sagepay are signed using MD5 hashing to prevent tampering.

You can be completely secure in the knowledge that nothing you pass to the Protx servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

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