FAQ

1. What is the status of my order?

We have you covered! We will email you as items in your order ship, or if there are updates on the status of your order. Can’t find the email? Click here to check the status of your order. COVID-19 potential delivery delay: our carriers are currently experiencing delays in delivery. We apologize for the inconvenience this may cause.

2. My discount code is not working, what do I do?

We are sorry you are having trouble checking out, please note that some discount codes require users to create an account on the site and be logged in upon check out to utilizese the discount code.

3. Where is RubyE based?

Our studio is located in Durban, Morningside where we do in-house designing of our new creations.

If you would like to try something on – email us and we can arrange a fitting at our studio.

4. Where are your products shipped from?

We ship from Durban, KZN, South Africa.

5. Can you ship internationally or process international credit cards?

Please email hello@rubye.co.za to find out more about our international shipping cost and timeframe.

6. How can I pay for my order?

RubyE currently accepts Visa, MasterCard, Mobicred, Masterpass, 1 for you, EFT secure and Apple Pay. Simply follow the checkout process and use any credit/debit card to pay.

7. How long will it take me to get my order?

For standard shipping, you should receive your order within 5-14 business days.  Once your order is ready to be shipped, you will receive a tracking code via email.

8. How can I check the status of my order?

We know you can’t wait to receive your order, which is why we will be sure to notify you when your order ships via email. You can also see the current status of your order here.

9. Can I cancel or change my order?

We begin processing orders as soon as they are placed, for this reason we are unable to cancel or make changes to orders. Returns can be initiated via email to hello@rubye.co.za

10. Can I exchange my order?

To request an exchange, please send an email to hello@rubye.co.za with your order number and we will get back to you to facilitate the exchange.

Returns are accepted for all items within 7 days of purchase.  Items must be returned unused, unworn and in original condition with the swing tag attached.

11. What do I do if my order is damaged?

We are so sorry to hear that your order arrived in less than pristine condition! Please let us make it right. We will be more than happy to assist with processing a replacement order or issuing a refund. Please send an email to hello@rubye.co.za with a description of the defect of your garment.

12. I received the wrong goods, what do I do?

Although we strive for perfection, we are human and sometimes the wrong items are shipped from our studio. We are so sorry for any inconvenience this has caused and our team is here to help make things right. Please contact us via phone, email, or our contact page, so that we can work to get you your goods as soon as possible.

Phone support is available Monday-Friday from 8am-5pm (+27 828099629)

13. What size do I order?

Please follow our size guide to determine what size will fit you best.  If you are looking for something in a custom size, please get in touch and we will gladly assist you with your choice of garment.

14. Can RubyE custom made a garment for my specific body measurements?

We will gladly design a garment according to your specific body measurements.  Please email designer@rubye.co.za with your requirements.

15. Can you design something for a special event?

We can definitely do in-house fashion design, and would love to hear from you on any ideas or projects you have in mind.  Please e-mail Vino at designer@rubye.co.za and well gladly get in touch.

16. Would you be open to any collaborations with other artist/designers or photographers?

We would definitely be open to any suggestions or collaborations.  Please send us an email to hello@rubye.co.za and we will be in touch.

17. How can we stock RubyE in our store?

If you are interested in stocking items locally or internationally, please get in contact with us via email for more information.

18. Are your brand sustainable fashion?

We desire to be sustainable and ethical, which is why we produce small quantities of high-quality pieces, employing local seamstresses and pattern-makers and all our fabrics, trims and materials are locally sourced in Durban.

19. How do I take care of XYZ fabric?

• Acrylic knit:Most acrylic knit garments can be machine-washed. Read the label and check for the proper drying option. Some knits retain their shapes best if reshaped and dried flat.
• Cashmere: Check the care label before laundering cashmere. To hand-wash, use a mild detergent or shampoo. Gently squeeze the water through the garment, then rinse until the water runs clear. Do not wring or twist. Squeeze out excess water. To dry, lay flat on a towel, away from sunlight or heat.
• Cotton: Cotton holds up well to home laundering. Remove the garment from the dryer promptly to reduce wrinkling. Press using spray starch for the crispness of a laundered shirt.
• Cotton blend: Dry cotton-blend garments using your dryer’s permanent-press or low-heat cycle and remove immediately to reduce wrinkling. Touch up with a steam iron; starch for a professionally laundered look.
• Denim: Denim should be washed with cold or warm water, inside out. If washing denim that is mixed with synthetic fabrics, always follow care directions for the more delicate fabric with which the denim is mixed. Hang denim to dry and iron on high heat.
• Flannel: Flannel can be washed in cold or warm water. However, if your flannel derives from wool, even if its washable wool, avoid the dryer completely since it can dry out its fibers. For non-washable wool flannel avoid laundering it at home and take it to the dry cleaners.
• Linen:  If machine wash, use a delicate or short cycle with lukewarm or cold water. You will extend the life of the fabric if you hand-wash your linen clothing in cold water.  Steer clear of harsh laundry detergents when washing linen clothes.  Better use a mild detergent for delicate fabrics.
• Nylon: Machine-wash nylon garments in warm water. Use a low-temperature setting when tumble-drying and include a dryer sheet to reduce static electricity. Use a warm iron to press, if necessary.
• Polyester: Read the label. Usually polyester items can be machine-washed (cool) and dried (low). Check the label to see if air-drying is recommended. Touch up with a cool – never hot – iron, if necessary.
• Rayon: Make sure to read the care label for rayon clothing. Launder in cool water and a mild detergent. When machine-washing, use the gentle cycle and promptly remove garments after washing. When hand-washing, do not wring or twist the garment. To dry, roll the item in a towel to squeeze out excess water. Lay flat to dry. Iron when still damp and with the garment inside out to prevent the fabric from becoming shiny. Use a pressing cloth when ironing the right side of the garment. Pressing cloths can be purchased or use something as simple as a piece of white cotton fabric.
• Spandex: Use warm water when hand- or machine-washing items made with spandex. Line-dry or use a low temperature setting when machine-drying to preserve the elasticity of the garment.
• Wool knit: Typically, wool knits need to be dry-cleaned, but check the label. If hand-washable, use cool water and a detergent for fine washables. Squeeze out excess water, then reshape and dry flat.
• Wool(lined): Lined garments generally look best when professionally dry-cleaned once a season. Between dry cleanings, remove surface soil with a brush or damp cloth. Refresh the item by hanging it from a padded hanger in a steamy bathroom; moisture will help garment shed wrinkles. When touching up with an iron, use steam in an up-and-down motion (rather than sliding the iron along the fabric).