PRECIOUS METALS IN THE FORM OF JEWELLERY, COINS AND BARS
FREQUENTLY ASKED QUESTIONS
How can we assist you?
Account & Website
Why create an account on Rubyta.com?
To get access to your information about your order information at any time and provide us for further customise your experience with Rubyta from all your devices:
– History of your order in your cart
– Manage your address book
– Request a return or exchange of an order
– Go to your order history and download the related invoices
– Manage your newsletter subscription
– Update your personal data
How to open a Rubyta bullion trading account
Opening an account is easy and only takes a few minutes. Please read through the FAQs and the Terms & Conditions, then click on the ‘Open Account’ link and follow the instructions provided there.
What Are The Benefits Of Creating An Account?
Creating an account will allow you to track your online order directly. It will also allow you to check out faster next time, as you will not need to re-enter your personal data. Last but not least, you will enjoy privileged access to exclusive content and special previews of the latest Rubyta products.
How do I log in if I have forgotten my password?
Click “Account” at the top right of the Rubyta.com website, and click “Forgotten your password?” After entering the email address linked to your account, an email will be sent to you allowing you to reset your password.
How do I make changes or cancel my Rubyta.com account?
Sign in to your account, then
– change the email address and/or password associated with your account
– edit or delete saved addresses
– manage your subscriptions to our newsletter…
To delete your Rubyta.com account, please email us at info@Rubyta.com or via the “Contact us” page.
I can’t sign into my account, what should I do?
If you receive a message that says your email address/password isn’t recognized, follow the steps below:
Make sure you are using the same email address and password you registered with – you may have more than one account so please check
Check that you don’t have your caps locked on in error and/or are using any special characters that you chose correctly.
If you can’t remember your password click on the ‘forgotten password’ link on the sign-in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account.
If you still can’t sign in, please contact us giving as much detail as you can about the issue.
ABOUT OUR JEWELLERY
1. Availability
Categories
ACCOUNT & WEBSITE
ABOUT OUR JEWELLERY
1. Availability
2. Authentication
3. Pre-Order
4. Bespoke
5. Jewellery Sizing Guides
GIFTING
ORDERS & PAYMENT
CUSTOMS, DUTIES & TAXES
What is Rubyta material made of?
We only use the higher karat purity of Gold, Platinum, and Palladium. The 24 Karat Gold we sell is the purest form of Gold while other Jewellery Brands generally sell their products at a lower quality of 18k (75% of Gold).
How Do I Place An Order?
Once you have found the item you would like to purchase, click on the “Add to Cart” button to place the item in your shopping bag. Follow the directions through the checkout process to complete your order.
Your order will be placed at the very end of the checkout process when you will be asked for your payment information.
What Product Are Available For Order On Rubyta.Com?
All creations that feature an “Add to Shopping CART” button on the product page are available for purchase online.
A product may be available for order even if its price is not displayed.
If you are interested in an item whose product page does not show the “Add to Shopping Cart” button, or which is from a previous collection, please Contact Us.
How do I log in if I have forgotten my password?
Click “Account” at the top right of the Rubyta.com website, and click “Forgotten your password?” After entering the email address linked to your account, an email will be sent to you allowing you to reset your password.
How do I make changes or cancel my Rubyta.com account?
Sign in to your account, then
– change the email address and/or password associated with your account
– edit or delete saved addresses
– manage your subscriptions to our newsletter…
To delete your Rubyta.com account, please email us at info@Rubyta.com or via the “Contact us” page.
I just finalised my order but I still have not received the order summary, what should I do?
You may experience a few minutes delay after you have placed your order and before you receive the order summary. You should also check your “Spam” inbox, as the message may have been delivered there depending on your email settings. If you still have not received an email, please Contact Us.
I’m having trouble placing an order, what should I do?
Firstly, please close your browser, re-open it and try again
You may also need to delete your cookies – a cookie is a small file we store on your computer to let us know who you are next time you visit us (for more information about cookies, click here). We suggest that you sign in before deleting your cookies, otherwise the items in your bag or saved items list may disappear.
On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’.
We also suggest that you use one of the browsers that are fully supported on the website including IE, Chrome, Safari or Firefox.
If you’re still having problems, please contact us giving as much detail as you can about the issue including:
Which web browser you’re using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)
What you’ve done so far to try to resolve it
I have made a duplicate order, what should I do?
Our system processes orders immediately, which means we can’t make any changes once you have placed it and we’re usually unable to stop duplicate orders from processing and shipping.
If we are able to stop the shipment, you will receive an email confirming the cancellation of the order and any charges made will be reversed.
Should the order ship, you will receive an email containing tracking information.
If you wish to return the items upon receipt, please click on the following link to generate a Return:
Returns Portal
2. Authentication
How do I know that my Rubyta jewellery, accessories, coins and bars are genuine?
When you purchase an item on Rubyta.com, it will be accompanied by a certificate of authenticity stamped with “Rubyta Hallmark” from The Dublin Assay Office. This is your guarantee of quality craftsmanship and quality materials.
All items sold by Rubyta.com are sourced from the world’s leading refineries. In addition, all products bought by Rubyta are tested by us to ensure the precious metal content and purity are as they should be.
How do I authenticate an Rubya product?
The only way to guarantee the authenticity of a Rubyta product is by making your purchase through our official website Rubyta.com or through an authorized distributor (shop-in-shop within a department store etc.). An original invoice is created at the time of purchase for both online and in-store purchases. We cannot guarantee nor verify the authenticity of an item purchased outside of an official Rubyta point of sale.
Do Rubyta Product Come With A Certificate Of Authenticity?
All items sold by Rubyta.com are accompanied by our Certificate of Authenticity guarantees and an invoice from Rubyta stating that the purchase has been tested and verified by us.
In case you wish to return or exchange the item, it will be mandatory to include this certificate in the return parcel.
3. Pre-Order
How does a Pre-Order work?
All items available for pre-order will be tagged with a “pre-order” label on a product category page. Pre-order items will be crafted on-demand, just for you, added to your bag, and then checked out just like regular orders. Because pre-orders have a release date, your order will not ship until the specified release date.
How Long Does It Take To Create A Pre-Order Item?
The pre-order piece will take between 6 to 8 weeks to make depending on your style and metal selections at the time of purchase.
What is the return and exchange policy for Pre-Order items?
A full refund are subject to a 10% restocking fee off of the total price paid for each item and on engraved or personalisation pieces with a 15% – 20% restocking fee.
Can I Cancel My Pre-Order Purchase?
Orders with made-to-order items can be cancelled for a full refund if the request is made within 24 hours of placing your order. After 24 hours, a 10% restocking fee is charged.
4. Bespoke
How can I order a bespoke item?
To create a customised item, begin by providing us with a detailed explanation of what you would like. We will respond within a month with an agreement in principle, an estimate and a waiting period. Our team of designers will design this unique item for you.
To order a customised item, please send us an email with your contact information via the “Contact us” page.
We will help you and answer any questions you may have.
How long does it take to create a bespoke item?
We will be pleased to provide a price estimate for your customised item within one month, in addition to the waiting period to receive the item, once you have explained in detail your dream item or idea. Please send us an email containing your contact information. We will help you to explain what you would like.
How do I make changes or cancel my Rubyta.com account?
Sign in to your account, then
– change the email address and/or password associated with your account
– edit or delete saved addresses
– manage your subscriptions to our newsletter…
To delete your Rubyta.com account, please email us at info@Rubyta.com or via the “Contact us” page.
5. Jewellery Sizing Guides
Ring
You may already know your perfect ring size. If not, you can request one of our free ring sizers from Info@rubyta.com. Alternatively, visit a local jeweller and ask if they might be kind enough to size your finger. Fingers tend to be larger at the end of the day, so please bear this in mind when trying on rings. Do not try on a ring if your hands are cold because your fingers may be up to half a size smaller.
Bracelets
Rubyta’s bracelets measure an average of 18 cm (7 inches). We can shorten most bracelets for the perfect fit, but lengthening can be more difficult. Lengthening bracelets depends on the construction of the links and may require us to make a new bracelet.
Measure your wrist with a measuring band/tape, just below the little bump/bone. Now have a look at the guideline chart below. Here you will find the inner circumference of each size. Choose the size that fits your preferences, do you want a tight or a loose fit?
We always recommend you visit one of our retailers to make sure you will get the most accurate measurements.
These charts provide a basic guide to finding the right size for bracelets, bangles and cuffs.
Necklaces
Classic-length necklaces 46 cm (18-inch) are the most popular style, they fall just below the neck and slightly lower if a pendant is attached. The longer opera-length necklaces are usually between 99 cm and 109 cm (39 inches and 43 inches) and are designed to fall just below the bust.
Gifting
What Kind Of Packaging Will I Receive My Order In?
Orders placed on the Rubyta website are beautifully wrapped in the signature Rubyta gift wrapping and your piece will be beautifully presented in our luxurious grey Rubyta jewellery box complete with a hand-tied ribbon. If you would prefer to not have your order gift-wrapped, you can remove this option from your online shopping bag during the checkout process.
All orders placed on the website are also placed in specially designed discreetly protected packaging for delivery.
A personalised handwritten Rubyta card can also be included if your piece is purchased as a gift for that special someone in your life, just let us know in the comment box at checkout. Rubyta items are delivered in a box including a book and a certificate of authenticity. A Rubyta shopping bag is also enclosed within the package.
Can I include a personalised gift message with my purchase ?
When confirming your order as a gift for that special someone in your life, it is possible to include an accompanying card for a gift order. You can enter a message or request a blank card which you can personalise yourself.
Will my gift order include an invoice where the price of the items are not shown?
An order will be considered a “gift” if the civil status, last name or first name of the invoicing information is different from that of the delivery information. In this specific case, an invoice where the price of the items is not shown will be included in the package that is sent to the gift recipient.
To request an invoice where the price is not shown, even if your invoicing information is identical to your delivery information, please contact us as soon as possible after placing your order.
Can I Add A Personal Message To My Order If It Is A Gift?
Yes, you can include a personalised message in your purchase.
A blank signature Rubyta card is enclosed with every purchase for you to write your own message.
Alternatively, we can print your message directly on this card for you. For this option, please write your message in the designated area during the checkout process or if you place your order over the phone, provide them with the message.
If you are searching for gift ideas, we have prepared a Gift Selection just for you.
CARE & REPAIR
How do I take care of my jewellery?
Although it is highly resistant, precious metals are sensitive to their environment.
In general, we recommend that you remove your jewellery before any activity that may damage it: sports, swimming pool or beach, but also housekeeping, gardening and DIY.
Beware of shocks, which cause marks and scratches of varying depth. Similarly, several pieces of jewellery worn or stored in contact with each other may scratch or catch one another.
Finally, to slow down the natural oxidation effect, avoid exposing your jewellery to moisture, intense heat, and contrasts in temperature. Make it a habit to remove your jewellery before washing your hands, and for example before a sauna or steam room session.
Please use: the following care tips, they will help you preserve your Hermès leather lastingly.
What Should I Do If My Jewellery Becomes Damaged?
If, Despite Your Precautions, Your Jewellery Is Damaged (Malfunction Of The Clasp, Wear And Tear Of The Links Or Setting), We Invite You To Send It To Us So An Expert Appraisal Will Be Carried Out And A Repair Suggested If Necessary.
Can I request a resize?
Fill out our request for a resized form with this link below:
ORDERS & PAYMENT
What Payment Methods Are Accepted By Rubyta.com?
When you make a purchase on our website, you can pay with the following credit cards; American Express, Visa, and Mastercard.
You can also choose to pay by bank transfer or Paypal.
Please note that the Paypal payment method is only available for orders below €25,000.
In case of low product availability, it will not be possible to pay with Paypal.
How May I Check The Status Of My Order?
You can directly track your order in the Rubyta account.
If you performed a Guest Checkout without an account, you can Contact Us to find out the status of your order.
Rubyta will also inform you of the progress of your order by email.
After confirmation of your order, your local carrier (DHL or UPS) will reach out to you to provide an estimated delivery date.
You will then receive a tracking number allowing you to follow the shipment of your order on the carrier’s website.
How Many Items May I Purchase In One Order?
Each order can include a maximum of 7 items.
If you wish to purchase more than 7 items in one order, please Contact Us.
What If I Cannot See The Price Of A Product?
A product may be available to purchase even if its price is not displayed.
The price may only be provided by contacting us. We invite you to book an appointment to learn more.
Please feel free to Contact Us for more information on the price of a particular item.
How Can I Change Or Cancel My Order?
In order to change or cancel your order, please Contact us as soon as possible to ascertain if this is possible.
We cannot guarantee that your order can be modified once it has been submitted, but we will make every effort to satisfy your request.
For further information on our return conditions, you can also learn more about Rubyta’s Return Policy.
Can I Pay Later Or In Several Installments?
Yes, you can pay later or in several instalments with the Rubyta payment method.
Do I have to pay in Euros?
Ideally, yes. Our bank account uses Euro as currency, so if you initiate your payment in another currency you may incur additional bank charges based on current FX rates. Our platform will calculate the exchange rate in real-time using the latest FX rates to ensure the most accurate conversion.
Shipping & Delivery
Dispatch
We will process and dispatch orders within 48 hrs of order placement. In the event that piece is not available, we will contact you via email.
What are your estimated delivery times?
Ireland: 1-3 working days
UK: 5-7 working days
Europe: 5-7 working days
USA: 7-10 working days
Australia: 10-12 working days
Rest of the World: 10-12 working days
We use DHL express for deliveries within Ireland or International Registered Post from An Post and International Registered Post and FedEx for the Rest of the world to ship your piece home which is a fully tracked service door to door.
How much does express delivery cost?
We offer DHL Express Worldwide and recommended it highly, especially for time-sensitive, valuable orders. It is the fastest, most consistent tracked delivery option. DHL ships to most countries within 72 hours. Ireland 10.00, EU €25.00, UK €27.00, USA/Canada €39.00, Australia/Asia €45.00, Rest of World €50.00
*Please note DHL has introduced fuel surcharges in 2022 resulting in unavoidable price increases.
WHAT KIND OF PACKAGING WILL I RECEIVE MY ORDER IN?
The bullion jewellery or accessories your order with its new wrapping. All of our creations are carefully wrapped in an elegant signature grey box reflecting the character of RUBYTA.
All orders arrive beautifully wrapped in the signature Rubyta gift wrapping in Rubyta grey box and delivered in the discreet non-branded outer packaging. Fragile items are wrapped in bubble wrap and securely packed in an outer carton. A Rubyta shopping bag is also enclosed within the package.
I have not yet received my tracking information, what should I do?
I have not yet received tracking information
It can take between 1-4 business days (not including weekends and national holidays) for us to prepare a package for international delivery.
Once your order ships, you will be sent an auto-email containing tracking information.
To track your order, please click on the link at the bottom of the page/footer.
Customs, Duties & Taxes
Do I need to pay duties & taxes?
Import duties and taxes may apply upon receipt of international orders.
These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country/location and depend on a number of factors, such as:
– Country/location of origin of the purchased product
– Local VAT rates
– Local import taxes
It will be your responsibility to pay these charges if and when asked to by your local authorities.
Our guaranteed landed cost shipping service allows you to prepay all taxes and there will be no additional charges when you receive your package – guaranteed!
All you need to do is prepay the duties at our checkout.
If prepayment is supported for your order, then you will be quoted as follows:
“Prepay xxx for duties, taxes and fees now to guarantee no additional charges on delivery”
Select this option if you wish to prepay duties & taxes.
Should you choose to use this option, you will be provided with a 100% guaranteed total amount for your order (including all applicable delivery charges, duties and taxes).
Please note that any inspections and fees applied on imports to your country/location are beyond our control, should you decide not to prepay your taxes during checkout.
How much duties & taxes do I need to pay?
The amount of duties & taxes applied depends on the value of the order and the destination country/location.
If you are concerned about this issue, may we suggest using our guaranteed landed-cost shipping service?
This allows you to prepay all taxes and there will be no additional costs when you receive your package – guaranteed!
Just select to prepay the duties at checkout.
If prepayment is supported for your order, then you will be quoted as follows:
“Prepay xxxx for duties, taxes and fees now to guarantee no additional charges on delivery”
Select this option if you wish to prepay duties & taxes.
Should you choose to use this option, you will be provided a 100% guaranteed total amount for your order (including all applicable delivery charges, duties and taxes).
Please note that any inspections and fees applied on imports to your country/location are beyond our control, should you decide not to prepay your taxes during checkout.
| No | Country | Import Duty | Additional VAT/tax | Additional |
| 1. | Germany | 0 | 20 % | |
| 2. | US | 5.8% | 0 | |
| 3. | UK | 5% | 20 % | |
4. | Canada | 8.5% | 5% | |
5. | Australia | 5% | 11% | |
| 6. | New Zealand | 0.05% | 15% | 3% Entry Fee |
| 7. | The UAE | 5% | 5% | |
| 8. | Singapore | 0 | 7% | |
| 9. | Nepal | 9.5% | 0 | |
| 10. | Saudi Arabia | 5% | 0 | |
| 11. | Netherlands | 4% | 21% | |
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- All these rates are subject to changes as per actuals at the time of delivery.
How do I prepay my duties & taxes?
Underneath the “Shipping Options” tab, you will see a section called “Duties & Taxes”.
If prepayment is supported for your order, then you will be quoted as follows:
“Prepay xxxx for duties, taxes and fees now to guarantee no additional charges on delivery”
Select this option if you wish to prepay duties & taxes.
Should you choose to use this option, you will be provided with a 100% guaranteed total amount for your order (including all applicable delivery charges, duties and taxes).
Please note that any inspections and fees applied on imports to your country/location are beyond our control, should you decide not to prepay your taxes during checkout.
I prepaid my duties & taxes, but have been charged more fees for delivery, what should I do?
If you prepaid your duties & taxes at checkout, your order is covered by our shipping cost service’, meaning that you should not have to pay any further fees.
a) If you have not paid the invoice for additional charges, please do not – we will resolve the issue directly with our shipping partner.
b) If you have paid this invoice, please send us a copy of the receipt and we will issue a full refund.
