Orders
How do I place an order?
Simply browse our products, add items to your cart, and proceed to checkout. Follow the on-screen instructions to complete your purchase.
Can I cancel or change my order?
If your order has not yet been dispatched, please contact us as soon as possible at [Insert contact email]. Once an order has been shipped, it cannot be changed and must follow our Returns & Refunds Policy.
Will I receive an order confirmation?
Yes. After placing your order, you will receive a confirmation email with your order details.
Shipping & Delivery
Where do you ship to?
We currently ship to [Insert countries or regions].
How long does delivery take?
Estimated delivery times:
- Standard Shipping: [3–7 business days]
- Express Shipping: [1–3 business days]
- International Shipping: [7–14 business days]
Delivery times are estimates and may vary.
How much does shipping cost?
Shipping costs are calculated at checkout based on your location and selected shipping method.
Do you provide order tracking?
Yes, where available, tracking details will be sent to your email once your order is dispatched.
Returns & Refunds
What is your return policy?
You can return unused and unopened items within [14/30] days of receiving your order. Please see our Returns & Refunds Policy for full details.
Can I return candles or essential oils?
For hygiene and safety reasons, opened or used candles, reed diffusers, and essential oils cannot be returned unless they are faulty or incorrect.
How do I request a refund?
Contact us at info@rubimay.co.uk with your order number and reason for return. We will guide you through the process.
How long do refunds take?
Refunds are usually processed within 5–10 business days after we receive and inspect the returned item.
Products
Are your candles and essential oils safe?
Yes, our products are made to high standards. Please always follow the safety instructions provided and test essential oils before use.
Are your products natural or handmade?
Our products are carefully crafted using quality materials and ingredients.
Do you offer gift wrapping?
Unfortunatly we do not offer gift wrapping
Are the product photos accurate?
We do our best to display accurate images, but colours and packaging may vary slightly due to lighting and screen settings.
Payments
What payment methods do you accept?
We accept secure payments via PayPal.
Is my payment information secure?
Yes. All payments are processed through secure third-party payment providers. We do not store your card details.
Accounts & Privacy
Do I need an account to place an order?
No, you can check out as a guest. Creating an account allows you to track orders and save your details for future purchases.
How do you use my personal information?
We only use your information to process orders and improve our services. Please see our Privacy Policy for full details.
Issues & Support
What should I do if my order arrives damaged?
Please contact us within 7 days of delivery with your order number and photos of the damage, and we will arrange a replacement or refund.
What if my package is lost?
If your order appears lost in transit, please contact us and we will assist you with the courier investigation.
How can I contact you?
Email: info@rubimay.co.uk
Business Name: Rubimay Limited