F.A.Q's

Do you still accept Ruby Willow vouchers?

Ruby Willow gift vouchers are no longer valid and cannot be redeemed.  Ruby Willow changed ownership in December 2025 and as a result we are no longer able to accept or honour any previously issued Ruby Willow gift vouchers.  If you would like help regarding this please email our customer service team on customerservice@rubywillow.uk.com

How quickly will I receive my order?

If you have paid for standard delivery, you will receive your order in three to five working days. For express delivery which is standard first class delivery, we would expect it to reach you the day after dispatch.

Please note that orders are only dispatched the day after they are ordered and we don't dispatch over the weekend. Also orders can sometimes take longer to be dispatched depending on our stock availability.

If you need something urgently please contact our customer service support team at customerservice@rubywillow.uk

How much is the delivery charge?

We charge £5.50 for royal mail second class delivery and promise a lead time of three to five working days with this. Express delivery costs £6.50 and is sent royal mail first class.

How much is the delivery charge outside the UK?

Europe is £20

International is £25

How do I qualify for free delivery?

Delivery in the UK is free for all orders over £40

How do I include any additional information about the delivery of my order?

Please detail any additional information you think will be necessary for us or for the courier into the ‘special request/gift message’ box, which can be found at the checkout.

Returns

Can I return all or part of my order?

We can accept returns within 14 days from purchase. Items should be unused, unworn and with their original packaging. Please Click here for information on returning your order.

I have received a faulty item, who do I contact?

Please ensure that all faulty items are returned with original packaging (if possible). Click here for more information on faulty items.

We will assess the product to check if it’s a genuine fault or a result of wear & tear. If you would like to contact us before sending your product back, please email sales@rubywillow.uk

Bespoke

Can I have a hair accessory made especially to my requirements?

Yes, we can make bespoke items to your requirements. Please send details to bespoke@rubywillow.uk.com and one of our team will be in touch.

Can bespoke items be delivered next day?

Please email bespoke@rubywillow.uk.com and we will let you know if this is possible.