Help

Most items are held in stock and are made & shipped within 1 working day.

Once your order has been shipped, you will receive an email with a tracking number. Please check this for updates before contacting our team. Items are shipped with Royal Mail.

Some products may be processed to order and will need a 2 day lead time before the stock arrives to us. Please contact us if you require an item urgently or see listings for more details.

Handwriting items - can take 2-4 working days to be made before they are shipped. We recommend Tracked 24 / Express delivery if you need your item for a particular date!

Standard Tracked 48 (£3.95): Typically arrives in 2-4 working days

Quick Tracked 24 (£4.95): Arrives within 1-2 working days

EXPRESS (£8.95): Arrives the next working day after your order is made and shipped.

If you need your order for a specific date, we would recommend choosing Tracked 24 or Express Shipping, as these orders will be prioritised.

Items imported into the EU with a value of €22 or less are no longer exempt from VAT. This means that all goods sent directly from GB to consumers in the EU via online marketplaces or sales which are made directly will be subject to the local rate of VAT in the receiving customers country.

Rock On Ruby does have a registered EORI number, but not an IOSS number. This means that as the customer you may need to pay VAT, an import fee and handling charge at in your home Country, before you can receive your order.

To avoid this, we do have an IOSS number for our Etsy store:

https://www.etsy.com/uk/shop/RockOnRuby

You can order via the link above and your item will be processed as normal.

OUR PACKAGING

All Rock On Ruby sweatshirts, T-shirts and make up bags are packaged in our recognisable striped paper bags before they are shipped in our sturdy paper mailing bags. The inks on our paper mailing bags are water based and the paper is fully recyclable. 
We made the switch to these paper bags in 2017 and since then are proud that we have since used over 200,000 less plastic bags in our packaging* (as of 2022)

Our paper packaging is produced using FSC approved paper.

Short answer? Yes! All full priced, non-personalised items will be valid for a refund.

Non-refundable items include:

- Mystery Bags
- Personalised items
- Custom items
- Sale items

Returns Policy - Ts and Cs

All refund requests MUST be made by email within 7 days of the item being delivered.
All returns must be received within 28 days of receipt.

As our items are handprinted or embroidered to order, we kindly ask that returned products are in absolutely new and unused condition for a refund.

Under the Distance Selling Regulations, the buyer is under obligation to take Reasonable Care of the items whilst in their possession. We request that items are returned with their original packaging, with any labels, within 28 days.
*Any items that do NOT arrive in a re-saleable condition, or in a timely manner will be sent back to the Buyer. 

Returns will only be accepted and refunds or exchanges offered, if items are returned to us unused and unwashed, in their original condition with tags intact, free from any marks (e.g. make-up, deodorant, fake tan) or odours (e.g. perfume or cigarette smoke).

Sizes are approximate and as described by our manufacturers' guidelines, therefore it is the customer's responsibility to ensure they choose the correct size based on the sizing guidelines.
If you are unsure you can contact us via email and we will happily advise further.

Faulty items:

Every item we sell is carefully inspected before it is shipped. If merchandise is defective or damaged upon receipt, please contact us immediately within 7 business working days after your package arrives, as we will be happy to replace it accordingly.

Once we have received your returns: Please allow 5 working days for your refund to be processed. Refunds will be credited against the payment method used in the original purchase.

International Orders - Exchange rates can fluctuate! Payments and refunds may be affected by this as we do not have any control over when funds are cleared.

Postage and Packaging

Postage is non-refundable unless the item you have received is faulty.

When returning your parcel to us, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot provide refunds or exchanges on products that are lost in the post when being returned back to us. The cost of returning the item to us is the buyers responsibility except where the goods are faulty.

In the event that you receive an incorrect item, we will happily cover your return postage costs up to a maximum of £3.95 - You will be refunded the amount shown on your postage label. We ask that a proof of postage receipt is obtained for your records so we can complete your refund in the event that the parcel is lost on its way back to us. You can choose to send back the item via tracked/recorded delivery but any extra costs (over £3.95) will be the responsibility of the sender.

Next Day Delivery Postage:

Please Note: Where parcels are returned to us by our courier company (due to being refused or where the carriers have been unable to make the delivery) there will be a return postage charge of £4.95.

Delivery postage will not be refunded for parcels that are refused or where the carriers have been unable to make the delivery.

Custom Made Designs and Personalised T shirts / Tops

Personalised items or items with additional personalisation are non-returnable and not eligible for exchanges.

As stated on the website and throughout the checkout process, personalised orders may not be changed or cancelled once submitted as they are made to customer specifications.

We hope you understand our need to keep our costs at a minimum and our turn around times fast, in order to continue to provide you with the best value in the printing industry.

For personalised items:

• Returns are only accepted where the fault is ours.
• In the case that you do receive a faulty personalised item, we must ask that this is returned to us or an image sent before we can send out a replacement.
• Personalised / custom printed items that are produced on special customer request, are exempt from the right of withdrawal (replacement).

Sale Items and Mystery Bags:

Sale items and Mystery Bags are sold as seen. All sales are final. Some Sale items will be slight 'Seconds', please see the description for any faults.

Exchanges:

As avid online shoppers ourselves, we know it can be tricky to get the right sizes. We always try to describe items accurately, provide images and follow manufacturers guidelines.

If you would like to exchange a non-personalised item in your order, there are two options:

Express Exchange - Place a new order for the items that you would like. Send back the unsuitable items within the next 7 days. Once we receive these, we will issue a refund for the returned items.

Standard Return - Return the items to us and once we receive them we will contact you to take payment for postage to re-send the items (£3.95).

You can return items to us on any service that you choose. We simply ask that you obtain proof of postage. Please take into account delivery times if you require your items for a particular date, we would recommend the express exchange.

Other Information

Missing Items  - We must be informed of any Missing Parcels within 7 days of dispatch. 

Please email us at supportsquad@rockonruby.co.uk to request a return (Personalised items are non-refundable) or fill out the contact form on our Contact Us page. We will then send you more info on how to return your item for a refund.

Please see our Refund Policy to see if your items qualify for a refund.

Items must be returned in a new and unused condition with the tags still attached.

Once your return has been accepted, please send your returns to:

Returns At Rock on Ruby
1st Floor, Tottington CC
Royds Street
Bury
Gtr Manchester
BL8 3NH

Unfortunately, we do not currently offer a free returns or collections service, any items that are to be returned are the buyers responsibility until they reach us.  Postage costs are not refunded.

You can submit an enquiry via the Contact Us form or you can e-mail us at supportsquad@rockonruby.co.uk! 

We are here Monday-Friday from 9am-4pm and respond to all enquiries within 1 working day.

If you add the wrong spelling, year, name or any other personalisation in your order, please contact us as soon as possible on this e-mail address: supportsquad@rockonruby.co.uk

We are super speedy at getting orders out, so if you don't check your order confirmation e-mail straight away, there is a chance we may have already printed and pressed your order, which is then non-changeable. 

Please do take care when entering any details to avoid any errors or mistakes. 

Right to cancel (non personalised items only)

You have the right to cancel this contract within 7 days. 

Please note that made to order items are exempt from the usual cancellation policy, please contact us ASAP as once an item has been personalised, we are not able to cancel this.

The cancellation period will expire after 7 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods or the last good or the last lot or piece (as the case may be).

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement, either via a letter to Rock On Ruby, Tottington Conservative Club, Royds Street Bury, Greater Manchester, BL83NH to supportsquad@rockonruby.co.uk

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for any additional costs arising if you chose a type of delivery above the free standard shipping offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than-



(a) 14 days after the day we receive back from you any goods supplied, or 

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or 

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. i.e if the item has been printed to order.

Individuals: These terms of sale apply to all goods and services supplied by Rock On Ruby through www.rockonruby.co.uk. The website is governed by the following terms and conditions; they do not affect your statutory rights.

Placing an order
By ordering via our online checkout process, you are deemed to have placed an order with us. As part of our checkout process you will be given the opportunity to check your order and to correct any errors before confirming. We will send you an order acknowledgement, detailing the products you have ordered.
The contract is subject to your right of cancellation (see below).

Any order placed by you for goods advertised on our website is an offer by you to purchase the goods selected in your order. No contract exists between you and us for the sale of any goods, until we have received your order and accepted it (which we may do at our discretion).
Our acceptance of an order takes place when we despatch the order or send you confirmation by email even if your payment has been processed immediately.

We may refuse at our discretion to accept an order: 


(a) where we cannot obtain authorisation for your payment (eg via eCheque)
(b) if there has been a pricing or product description error; or

(c) if you do not meet any eligibility criteria set out in our terms and conditions.

(d) where goods ordered by you are not available; 

(e) if we do not deliver to your area;

Where we do not accept your order but have processed your payment, we will re-credit your account with any amount deducted by us from your debit or credit card as soon as possible, but in any event within 30 days of your order. We will not be obliged to pay any additional amount as compensation for disappointment.
You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.

Our t-shirts & sweatshirts are unisex and have a relaxed fit, so we normally recommend taking the normal size for a man. The tops are then oversized on women.

The sizing is men's sizing and we will usually include a conversion for women as a guide, e.g. Small = 8-10 with a relaxed fit.

Please allow an inch tolerance for each garment.

If a top is personalised, this does make them non-refundable. So if you have any other queries, please do get in touch!

You can check out our sizes and see examples of people in our tops by heading to our Size Guide

Yes! ALL of our t-shirts and sweatshirts are unisex :)

We recommend taking the standard size for men. We usually include on the listings a conversion for women, e.g. Small = approx 8-10 with a relaxed fit.

For more information, see our Size Guide

To keep your sweatshirts and t-shirts in their best condition for years to come we recommend:

- Washing the tops inside out at 30º.
- Use gentle detergents, not harsh chemicals.
- Don't tumble dry.
- Reshape whilst damp.