Frequently Asked Questions
HOW DO I MAKE A PURCHASE?
Shopping with RUIFIER is an easy and enjoyable experience. If you like any of the items, click on the ADD TO BAG button. You can always review an item or the quantity once you have proceeded to the BAG page.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept most major credit and debit cards: Visa, Master Card, American Express, Visa Debit. We also accept PayPal and Klarna* but please note below the special returns policy for these payment methods. On mobile we accept Apple Pay. All payments are processed through the secured Shopify payments system that encrypts your card details in a secure host environment and is a fully approved Level 1 payment service provider which complies with the Payment Card Industry Data Security Standard. For mutual security and fraud prevention all orders made with debit or credit card are subject to authorisation by RUIFIER. If you wish to pay with an alternative method like bank transfer, please get in touch with our customer services for more details.
*For Paypal and Klarna payments due to an update of their terms, if you choose to cancel or return an order paid by Paypal, please note a 5% transaction fee will be deducted from your final refund amount. For Klarna orders an accurate settlement will be billed to the customer and deducted from your refund.
HOW CAN I CANCEL AN ORDER?
For any reason you may wish to cancel your order, please contact our customer services. If the order is an in-stock item and has not been dispatched we will be able to cancel your order immediately. For more information on cancelling, exchanging and returning in-stock and pre-order purchases, please visit our Delivery & Returns page.
WHAT CURRENCY CAN I PAY WITH?
All orders will be charged in GB Pound Sterling. Any exchange rates and charges are set by your card provider.
I AM EXPERIENCING PROBLEMS WITH MY PAYMENT?
For problems related to payments you may need to contact your card issuer or your bank to make sure that the transaction is authorised. Check if all card details have been entered correctly. If paying with Master Card or Visa, the problem may be with the 3D secure, in which case the card issuer must be contacted.
WHAT HAPPENS IF AN ITEM IS OUT OF STOCK?
If an item you wish to purchase is out of stock, you will see a PRE-ORDER button and text explaining the dispatch times. Dispatch times vary and are explained on each product.
DO YOU OFFER GIFT WRAPPING?
For more information on gift wrapping and the choice of paper available, please get in touch with our customer services.
CAN I INCLUDE A PERSONAL MESSAGE IN MY ORDER?
If you would like to send a personal message to a loved one please include it in the notes section of the checkout.
HOW DO I USE A PROMO CODE OR OFFER?
Promo codes should be added at the checkout under ‘Gift card or discount code’. Please note that the new subscriber code is not valid on our latest collections; Chroma, Morning Dew, Haven, Scintilla and Astra. Other codes and offers will also not be valid if using your new subscriber code.
HOW CAN I TRACK MY ORDER?
Once your order is ready to be dispatched you should receive a shipping confirmation email which will include your tracking details. Simply follow the link to track your order on our courier’s website. If you are unable to find your shipping confirmation email please contact customer services on firstname.lastname@example.org and a member of our team will be able to provide you with your tracking details.
HOW DO I WRITE A REVIEW?
Please find our reviews on google and add your own, don’t forget to add a photo!
DELIVERY & RETURNS
WHAT ARE THE DELIVERY TIMES AND RATES?
CAN I AMEND THE DELIVERY ADDRESS?
Before your order has been dispatched we can add items or amend the delivery address. Unfortunately, if your order has been shipped, no further amendments can be made. Please note that for security reasons we only ship to the country where the billing card is registered.
HOW DO YOU SHIP THE GOODS?
We use our appointed shipping partner. In order to ensure that all packages are delivered safely and in perfect condition we require a signature upon delivery. As soon as your order has been dispatched, a confirmation email will be sent to you.
CAN I HAVE MY ITEM DELIVERED ON THE SAME DAY?
We offer London same day delivery which is available for some postcodes. For more information please contact us at email@example.com in advance. Please note that your order must be paid and cleared before 11 am on the same day.
CAN I ORDER FROM OVERSEAS?
Yes, we ship internationally. However, if you are interested in purchasing our products, but not a resident in one of the countries we ship to, please contact our customer services at firstname.lastname@example.org for more information.
WILL I HAVE TO PAY DUTY FEES?
Please note that the receiver will be liable for all customs and clearance charges that may occur upon arrival. We will not be able to advise on the latter as these charges may vary from country to country.
DO YOU OFFER REPAIR SERVICES?
For more information on repair services and costs, please get in touch with our customer services at email@example.com. Generally evaluation of the damage of the product must be carried out on site, before any related cost can be issued.
WHAT DOES PRE-ORDER MEAN?
Pre-order refers to products which are currently out of stock on our website but are available to pre-order on a made to order basis. Our pre-order process is just as easy as every order as it allows you to order through our website with no extra costs!
HOW LONG WILL I NEED TO WAIT?
The delivery depends on the item you have pre-ordered. Please refer to the time our website stated on each product page or contact customer services on firstname.lastname@example.org
CAN I CANCEL A PRE-ORDER?
If you would like to cancel a pre-order item, we would require written confirmation within 48 hours of purchase. Cancelling pre-order items after this period or returning pre-order items would mean a 50% deposit is held.
HOW DO I CARE FOR MY JEWELLERY?
For all jewellery care please refer to our Product Care page: https://www.ruifier.com/pages/product-care
WHAT IS FINE GOLD?
From the early civilizations of the world, gold has been around for centuries. When it comes to gold, jewels and riches come to mind. Pure gold comes in a soft form and is unable to handle the stress of everyday wear and tear. Due to this weakness, gold is mixed with other metals, such as silver, copper, and nickel to give it durability. 22ct gold is the purest gold on the market. Even though 24ct gold is 100% pure gold, it is too soft to use for jewellery crafting. The same goes for 22ct gold. Gold of 18ct value is 75% gold and is alloyed with other metals to give the jewellery piece enough strength to withstand every day wear and it is the highest quality gold used by the jewellery industry. RUIFIER fine pieces are made entirely of 18ct gold to ensure our customers receive the best and finest quality jewels.
WHAT IS GOLD VERMEIL?
Gold Vermeil is a layer of gold over Sterling Silver. To be considered vermeil, the gold must be at least 10 carat (42%) and be at least 2.5 micrometres thick. The word "vermeil" is a French word which came into use in the English language in the 19th century as an alternative for the usual term silver-gilt.
WHAT IS STERLING SILVER?
Sterling Silver is an alloy of silver containing 92.5% pure silver and 7.5% other metals, usually copper. Fine silver (99.9% pure) is generally too soft for producing large functional objects, and in Sterling Silver, the silver is usually alloyed with copper to give strength whilst preserving the malleability of the silver and high precious metal content.
ARE RUIFIER DIAMONDS FROM TRACEABLE SOURCES?
RUIFIER is committed to The Kimberley Process, thus all of our diamonds are sourced in ethical and responsible manner, ensuring that no conflict diamonds enter our supply chain.
HOW I RECEIVE MORE INFORMATION ABOUT A PRODUCT I AM INTERESTED IN?
If you wish to know more about the colour, size, materials or care of a particular product, please do not hesitate to contact us at email@example.com, and a member of our team will be happy to answer your questions.
ARE THE PRODUCT IMAGES THE ACTUAL SIZE AND COLOUR?
We make every effort to accurately display all jewellery pieces on the website. Unfortunately, pieces cannot be displayed with their actual size; therefore a detailed description and measurements have been given in the PRODUCT DETAILS of each product page. Due to different types of desktop or mobile device screen settings we cannot guarantee the true representation of the colour of the cords, stones or precious metals.
CAN I HAVE AN ITEM ENGRAVED?
For more information on engraving services and costs, please get in touch with our customer services.
DO YOU OFFER BESPOKE SERVICES?
For more information on bespoke services and cost, please get in touch with us at firstname.lastname@example.org.
DO YOU OFFER REPAIR SERVICES?
For more information on repair services and costs, please get in touch with our customer services at email@example.com. Generally, evaluation of the damage of the product must be carried out on site, before any related cost can be issued.
HOW DO I MEASURE MY RING?
If you are not familiar with the standard ring sizes for your region, we suggest that you measure the diameter of an existing ring in your ownership and match the measurement (in mm) to the size chart below:
|DIAMETER (mm)||UK & AUSTRALIA||EUROPEAN||US & CANADA|
|15.28||I 1/2||48||4 1/2|
|18.46||Q 1/2||58||8 1/2|
DO I NEED TO SET UP AN ACCOUNT WITH RUIFIER?
Once you have registered with RUIFIER you will be able to take advantage of saving your personal details, which will make your future purchases faster. You can also view your order history and receive exclusive information about RUIFIER events, promotions and competitions in the future.
IS MY INFORMATION SECURED?
Your personal information is safe and secured with us. Your privacy is of the highest importance for us and we promise not to share your personal details with anyone else. Your personal details will not be shared, used or sold to third party companies.
I HAVE FORGOTTEN MY PASSWORD. HOW CAN I LOG IN?
In order to reset follow the 'Forgot your password?' instructions on the ACCOUNT page. An automated email will be generated to your email box.
CAN I CHANGE MY INFORMATION?
You can always amend your personal information by logging into your account.