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Customer Service

  • Shipping & Delivery

    FREE WORLDWIDE SHIPPING

    Orders for in stock items placed before 2pm UK time on weekdays will be dispatched same day. (except UK public holidays, subject to stock availability†)

    Delivery OptionsCourierCostEstimated Delivery Time
    Tracked 24

    Royal Mail

    FREE Our reliable next day fully trackable service, including Saturday
    UPS Standard UPS FREE A reliable international posting service. This service is trackable and is usually delivered in 4-8 working days*.

    * Working Days are classified as Monday to Friday. (If you order was dispatched on Monday, for example, 6 ‘working days’ would be the following Tuesday). Please note that certain countries may experience longer delivery times.

    † Dispatch promise applies to in-stock items at the time of purchase only

  • Privacy & Security

    We’re committed to protecting your privacy and security, our privacy policy explains what information we collect, why and how we use it. Click here to view the Privacy Policy

  • Returns & Replacements

    At Markus Ruby we have every confidence that you will be delighted with your purchase. However, in the event that you wish to return any goods purchased, then please follow the applicable policy detailed below.

    Faulty Goods – within 30 days
    If your goods are faulty on arrival, you have 30 calendar days in which to inform us of the fault in order to claim a full refund or exchange.Goods should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we will issue a replacement or full refund to you via your original payment method. We test returned items, and if our technicians find a returned item is not faulty or has been tampered with, we will return the item to you.Goods outside 30 calendar days shall be issued with a replacement only.

    Unwanted Goods – within 30 days
    You can return unwanted goods within 30 calendar days of delivery and we will refund you the price paid for the goods plus the original delivery cost you paid – you are responsible for return postage cost.If you return a product to us that is not received in a brand new condition we reserve the right to return the product to you, or charge you a re-stocking fee*.

    Replacements & Refunds
    Where applicable, replacement or alternative items will be processed as promptly as possible, but please be aware that it may take up to 10 working days to issue the item. If an item is out of stock, it will then become a priority back order to be shipped once stock is available. If you are eligible for a refund, we will refund you back to the payment method you used when you originally paid for your order.

    Please note: It is your responsibility to notify us of any changes to your card details i.e. you no longer have that account. Refunds can take up to 30 days to process. Refunds by credit card are made to the same credit card that was used for the original purchase.

    Use our Returns Form to tell us about the product you want to return.

    *Any return that is not accompanied with the returns form or returns reference number will be held by Markus Ruby  for 30 days, awaiting the return of the completed form. Items that have not been reclaimed by you within this period will be disposed of after this time and will result in the return being completed without action.

    *These terms do not affect your statutory rights.

  • Ordering

    We have tried extremely hard to make our site as easy as possible for you to buy from. You can use our navigation and search tools to find products and our shopping cart and checkout pages are quick and easy to complete. When you are happy with the contents of your shopping cart and are ready to complete your order, click 'Checkout'. You will be prompted to enter your email address and billing address details if you are not already signed in. If you have already registered you will be asked to enter your password and we will retrieve your billing and delivery address, taking you directly to the payment page where you can enter your payment card details and confirm your order with us.

  • Payment & Promotions

    Paypal – PayPal lets you pay in just a few clicks, without sharing your financial details - for safety and convenience.

    Promotions and new products will be available time to time on our web site , you will also be notified via Email if you registered to our Newsletter.

  • Viewing Orders

    You may view your previous orders from the Orders and Returns page. Registered customers may also visit the My Account page and sign in to get a summary of any orders placed online. You'll see your order number, the date the order was placed, the status of the order, order total, the shipping method, and package tracking information for items that have shipped.

  • Updating Account Information

    To change your account information, click on “My Account ” at the top of any  page. Once you enter your login information you will be brought to your account page, which has a sidebar menu to the left of the screen under the heading “MY ACCOUNT”.

    To change the way your name appears or your email address, click on the tab in the sidebar menu that says “Account Information”.

    To change your billing or shipping address click on the tab in the sidebar menu that says “Address Book”. This will bring you to your address page, where you will have the options to click on “Edit Address”, “Delete Address”, or “Add Address”.

    To subscribe or unsubscribe to the Markus Ruby newsletter, click on the tab in the sidebar menu that says “Newsletter Subscriptions”, where you will have the option to subscribe, or click the box which says unsubscribe.

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