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Frequently Asked Questions (FAQ)

Orders

Can I change my order?

Unfortunately you cannot, however, if you no longer want your order, you can return it to us in the original packaging and condition to receive a refund. Check out our full returns policy here.

Do you offer bespoke services?

Yes we do. Email info@rufinadesigns.com to request for a bespoke item if you do not find what you are looking for or would like an item in a different variation.

Do you offer gift wrapping service?

Yes we do. You can purchase gift wrapping for an additional £2.49. You can either go under the Gift section or add ‘Gift wrap’.

How do I care for my Rufina Design pieces?

Jewellery is delicate and should be stored in its respective packaging when not in use. Do not wash or submerge in water. Any stains on the fabric should be removed gently with a damp cloth wet with warm soapy water. Do not get in direct contact with perfume, hairspray and other chemical cosmetics which can tarnish your Rufina Design jewellery.

Payment

What payment methods do you accept?

We accept the following methods of payment: PayPal, Visa, MasterCard and American express.

Will my card details be safe?

Yes, we use 'Secure socket layer' (SSL) technology to encrypt your payment card to ensure your details are safe. We also use Verified by Visa (VbV) and MasterCard®, Secure Code (MSC) (3D Secure).

Delivery

Where is my order?

Once you have placed an order, we will email you as soon as your order has been despatched. Please allow 3-4 working days after payment has cleared for your item to be dispatched. Time frame for bespoke items may vary. Please visit our shipping policy page.

*Delivery times are approximate. A working day is Monday - Friday and excludes Public holidays

Unfortunately, delivery times to our International customers may be prolonged due to customs delays outside of our control.

Do you ship outside the U.K.?

Yes! We currently ship to countries in the EU, USA, Canada and Australia. Please note that you will be responsible for any duties, taxes and brokerage fees assessed, and they may vary by location.

What are my shipping options?

Your item can be shipped via standard delivery or priority delivery. Please visit our shipping policy page to find out more information. If you placed an order with Standard Delivery, please note that this is not a tracked service. If you prefer priority shipping method inform us before you checkout and we will get accurate pricing and provide you with a custom listing.

Can I track my International order?

If you placed an order with Standard Delivery, please note that this is not a tracked service and is shipped out of the UK via Royal Mail Airmail. When the parcel arrives in your country, it will be handed over to your national postal service.

Can you deliver to a different address than my billing address?

Yes we can, however your billing address must match the address that your payment card is registered to. We do not take responsibility for a missing order to this address.

Will I have to pay customs charges on my International order?

If your order is being delivered outside the United Kingdom (UK) any additional fees or import duty or custom clearance will be the responsibility of the customer.

Unfortunately we cannot refund any duty that is paid on items that are faulty or unsuitable.

If you are unsure, please check that products comply with state and federal government import regulations before you order.

My parcel is missing - what do I do?

We are sorry to hear you have yet to receive your parcel. Check with your neighbours first to see if they've received a parcel on your behalf. For any orders that are delivered to a neighbour a calling card will be put through your door to advise you of the property name or number it has been delivered to. If you're still not able to locate your parcel, don't worry, contact us on customer services and we'll help you.

Returns and Exchange

How do I return an item?

We try to make sure that you are happy with all of the products we send to you, but if you ever do need to send anything back to us, it's super easy. Contact us at info@rufinadesigns.com within 14 days of receipt for an exchange or refund. Don’t forget to read our Returns Policy.

*Please note: for hygiene reasons, we cannot accept returns on earrings/pierced jewellery.

Can I return or exchange bespoke or custom orders?

Unfortunately custom orders cannot be returned or exchanged as they are made to a specific customer’s specification.

Other Refunds

Refund cannot be given on lost items through post.
Shipping expenses are non-refundable.

Account

How do I register?

Simply click on Create Account/Login at the top of the page and follow the instructions.

Do I need to create an online account to place my order?

We've made it super easy to place an order. You don't have to create an account and we'll only ask you to set a password. That's it, simple as that!