Refund policy
Good things take a little time.
Many Ruby & Dot pieces are made individually after you place your order. Here's everything you need to know about production, delivery, returns, and cancellations.
1. Production Times
- Production times vary by design, materials, and customization requirements.
- The estimated production time for your piece will be displayed on the individual product page or communicated before purchase.
- Please note that production time is separate from shipping time.
- For bespoke commissions, estimated production timelines will be discussed and agreed upon individually.
- If an unexpected delay occurs, we will contact you with an update.
2. Shipping & Delivery
- We offer delivery within Israel and internationally to supported destinations.
- Available shipping methods, costs, and estimated delivery times are displayed at checkout.
- Once your order has been dispatched, you will receive shipping confirmation and tracking information where available.
- Delivery estimates are not guaranteed unless expressly agreed as a binding delivery deadline.
- Delays may occasionally occur due to customs procedures, courier disruptions, holidays, or other circumstances beyond our reasonable control.
- Your statutory rights in the event of late or failed delivery remain unaffected.
3. International Orders
International customers may be required to pay customs duties, import taxes, local VAT or sales taxes, customs clearance fees, or courier handling charges.
These charges are not included in the purchase price or shipping fee and are the sole responsibility of the recipient.
We recommend checking your country's import regulations before ordering.
Ruby & Dot cannot control the charges imposed by customs authorities or delivery providers.
If a shipment is refused or remains unclaimed, please contact us. Any refund, return expenses, or permissible deductions will be determined in accordance with applicable law.
4. Returns & Cancellations
Returns at a Glance
Standard Jewelry - Israel: Eligible standard jewelry purchases may be cancelled within 14 days in accordance with applicable Israeli consumer protection law, including eligible change-of-mind returns for non-defective items.
Personalized & Bespoke Jewelry: Items manufactured specifically to individual customer requirements may be excluded from change-of-mind cancellation rights where permitted by law.
Damaged, Defective or Incorrect Items: If your order arrives damaged, defective, or materially different from what you purchased, please contact us. Your statutory rights remain protected.
Return Shipping: Customers are generally responsible for return shipping on eligible change-of-mind returns, where permitted by law.
Refunds: Eligible refunds are processed within the timelines required by applicable law, generally within 14 days of receiving a valid cancellation notice under Israeli distance-selling provisions.
Ruby & Dot follows applicable statutory consumer cancellation requirements.
We do not offer an additional general change-of-mind return period beyond the rights provided by applicable law.
Standard Jewelry
Where Israeli distance-selling cancellation provisions apply, eligible standard jewelry purchases may generally be cancelled from the date of purchase until 14 days after receiving the product or the legally required disclosure document, whichever is later.
Certain consumers, including qualifying senior citizens, new immigrants, and people with disabilities, may be entitled to an extended cancellation period where the statutory conditions are met.
Personalized & Bespoke Jewelry
Products manufactured specifically to a customer's individual requirements may be excluded from ordinary change-of-mind cancellation rights where permitted by applicable law.
Examples may include specially commissioned designs, personalized engraving, or pieces manufactured to unique customer specifications, depending on the circumstances.
An existing design being produced after purchase does not automatically make it exempt from statutory cancellation rights.
Cancellation Fees
Where legally permitted, a cancellation fee of up to 5% of the transaction value or NIS 100, whichever is lower, may apply.
No cancellation fee will be charged where prohibited by law, including qualifying cancellations arising from defects, material non-conformity, or failure to deliver as agreed.
Refunds
Where Israeli statutory distance-selling cancellation rights apply, refunds will be processed within 14 days of receiving the cancellation notice, in accordance with applicable law.
Refunds will be issued through the original payment method or another method required or permitted by law.
Shipping charges and return costs will be handled according to the reason for cancellation and applicable legal requirements.
Returns for Customers Outside Israel (Including the United States)
For orders delivered outside Israel, including the United States, Ruby & Dot does not offer voluntary change-of-mind returns or exchanges.
If your jewelry arrives damaged, defective, or materially different from what you ordered, please contact us at hello@rubyanddotdesigns.com with your order number and details of the issue.
We will review your request and provide an appropriate remedy, which may include repair, replacement, or a refund, as required by applicable law.
Where a return is necessary due to a confirmed defect or error on our part, return shipping costs will be handled in accordance with applicable law.
Nothing in this policy limits any mandatory consumer rights that apply to your purchase.
5. How to Request a Cancellation
Please contact us at:
Include your name, order number, and the product you wish to cancel or return.
You may also submit a cancellation request through the cancellation method provided on our website.
We will review your request and provide any necessary return instructions.
Customers may exercise their statutory cancellation rights through the methods required by applicable law, including email, telephone, and other legally required channels.
6. Returning an Item
Where a physical return is required, we will provide the applicable return address and instructions.
For change-of-mind returns, customers are responsible for returning the item where permitted by law.
We recommend using a secure, trackable delivery service and retaining proof of shipment.
Where cancellation results from a defect, material non-conformity, or another qualifying breach, return arrangements and costs will be handled in accordance with applicable law.
Customers may be responsible for significant damage caused to a product, to the extent permitted by law.
7. Damaged, Defective or Incorrect Items
Every Ruby & Dot piece is inspected before dispatch.
If your order arrives damaged, defective, or materially different from what you purchased, please contact us as soon as possible.
We recommend reporting delivery-related concerns within seven days, including photographs and your order number where possible.
This is a recommended reporting period only and does not restrict your statutory rights.
Where a claim is valid, we will provide an appropriate remedy in accordance with applicable law.
8. Exchanges
We do not offer a general voluntary exchange program.
Requests for a different size, metal, gemstone, or design will be considered individually and may require placing a new order.
This does not affect statutory cancellation, refund, or defect-related rights.
For order questions and cancellation requests, contact us at hello@rubyanddotdesigns.com