Delivery Policy

At Ruby Pepper, we aim to process and dispatch your orders as quickly and securely as possible. Our preferred delivery provider is Royal Mail, and we offer a range of delivery options depending on your destination and the service selected at checkout.

Stock Availability and Order Processing

All orders are subject to stock availability.

If an item is temporarily out of stock or we need to order additional stock from our supplier, your delivery may take longer than usual. If this affects your order, we will contact you to explain the delay and provide an estimated delivery timeframe.

If we are unable to fulfil your order within the expected timeframe, we will discuss the available options with you.

Standard Delivery

Our standard Royal Mail delivery service typically takes 2–5 business days, excluding weekends and UK public and bank holidays.

Delivery times are estimates and begin once your order has been dispatched, unless otherwise stated at checkout.

We will provide dispatch confirmation and tracking information where available, allowing you to follow your parcel's progress.

Express and Next-Day Delivery

If you need your order urgently, an express or next-day delivery service may be available at an additional charge.

Please select the relevant delivery option at checkout, where offered, or contact us before placing your order to discuss availability.

Next-day delivery is subject to stock availability, the applicable order cut-off time, your delivery address and the terms of the selected carrier service. We will confirm the available option and any additional delivery charges before proceeding.

Please note that selecting an express service does not necessarily mean your order will arrive the next day if the item is not in stock or has not yet been dispatched.

Delivery Destinations

We deliver to the destinations available for selection at checkout.

Delivery options, costs and estimated timeframes may vary depending on your location. Any applicable delivery charges will be displayed or communicated before you complete your purchase.

Delivery Address and Receipt of Orders

Please ensure that your delivery address and contact details are complete and accurate when placing your order.

Where possible, we recommend providing a secure delivery address where someone can receive the parcel.

If Royal Mail is unable to deliver your parcel and provides instructions for collection or redelivery, please follow those instructions within the applicable timeframe.

If a parcel is returned to Ruby Pepper because an incorrect or incomplete address was provided, or because the parcel was not collected within the carrier's permitted period, we will contact you to discuss the available options.

Where additional delivery charges arise because of incorrect address information or a failure to collect the parcel, we will ask you to cover additional costs before arranging redelivery.

This does not affect your statutory consumer rights or any obligations we may have if the delivery problem was our responsibility.

Delayed, Missing or Damaged Deliveries

Although we take care to dispatch orders securely and use reputable delivery services, delays can occasionally occur.

If your order has not arrived within the expected delivery timeframe, or arrives damaged, please contact us at customercare@rubypepper.co.uk, quoting your order number and providing any relevant details.

We will investigate the matter and liaise with Royal Mail where appropriate.

Delivery estimates are not guaranteed unless expressly confirmed as guaranteed for the service selected. However, this does not remove our legal obligations regarding delivery.

Under UK consumer law, we remain responsible for ensuring that goods are delivered as required by your contract. Where no different period has been agreed, goods must generally be delivered without undue delay and within 30 days of the contract being entered into. If delivery fails within the applicable legal timeframe, you may have rights to cancel your order and obtain a refund.

We are not responsible for delays caused by circumstances outside our reasonable control, but this does not exclude any statutory rights or obligations that continue to apply.

Returning Orders to Ruby Pepper

If you need to return an item, please refer to our Returns, Refunds and Exchanges Policy before sending it back.

If you are returning the items to us, we recommend you send your order back to us via Royal Mail's special delivery service for security purposes. We cannot accept responsibility for items sent by you and lost in transit. If you are returning items that have been sent to you in error or damaged returns, we will pay the Royal Mail special delivery charge, which will be part of your refund process. For items returned to us as you have changed your mind, we will not refund the delivery charge to you.

We recommend using a tracked delivery service and retaining your proof of postage. For higher-value items, you may wish to consider an insured service, such as Royal Mail Special Delivery, where appropriate.

For change-of-mind returns, the return postage cost will normally be your responsibility, subject to our Returns Policy and your statutory rights.

If an item is faulty, damaged or incorrectly supplied, we will explain the appropriate return arrangements. Where we are legally responsible for the return costs, we will cover the reasonable applicable costs in accordance with your statutory rights.

Please contact us before returning an item so that we can provide any necessary instructions.

Delivery Charges

Ruby Pepper uses Royal Mail as our preferred delivery provider. Available delivery services and charges will be displayed at checkout before you complete your purchase.

Our delivery charges depend on the service selected, the size and weight of your parcel, and the delivery destination.

The following Royal Mail services may be available for UK deliveries:

These are indicative starting prices published by Royal Mail and are not guaranteed quotes for Ruby Pepper orders. The actual postage cost will depend on the parcel and the service available at the time of dispatch. Please check the delivery options and charges shown at checkout.

Important: Royal Mail Tracked services may not provide compensation cover for jewellery as a valuable item. Where appropriate, we recommend using Royal Mail Special Delivery Guaranteed or another suitable insured service for valuable jewellery.

Delivery Charges for Returns

For change-of-mind returns, customers are normally responsible for the cost of return postage, subject to our Returns Policy and statutory rights.

Where an item is faulty, damaged or incorrectly supplied, Ruby Pepper will cover reasonable return delivery costs where required by law.

For further information, please refer to our Returns, Refunds and Exchanges Policy.