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Frequently Asked Questions

General

FAQ’s and general information

FAQ’s about our website. Our website is set up to automatically process your labels order as soon as it is placed. Therefore we cannot make any changes or cancel your order after it has been submitted. So it’s really important that you have entered all details correctly.

We all love to be individuals, therefore it’s not unusual for us to see all kinds of spelling alternatives for names, so we can’t really know if it is a mistake or just unique to you, so please ensure you have double checked any spelling before your order is finalised.

Rest assured that we have spent infinite hours making sure our products are the very best quality they can be. However normal wear and tear will, and does occur. For this reason, we can confidently say our labels are highly scratch resistant, but not scratch proof. Constant friction will over time cause some damage, therefore we recommend placing your labels in a position that will minimise any potential wear and tear over time. Try popping your name label onto the side of your lunchbox instead of the bottom for example.

We use an awesome quality and highly adhesive vinyl for our labels, however there are plastics and other materials on the market that are specifically designed to stop things sticking, some of which are used for kids gear such as lunch and snack boxes or bakeware. We cannot guarantee that our labels will stick to these products.

If we haven’t answered all of your FAQ’s here, please feel free to get in touch

Returns & Refunds FAQ's

Customer satisfaction in incredibly important to us

At Ruby Bay Design Co, we put endless amounts of time into making our products as amazing in real life as they appear on our website. Customer satisfaction is incredibly important to us. So, if you are not 100% satisfied with the quality of any labels you receive, we want to hear from you. We may ask for faulty items to be returned to us for a quality inspection, to ensure those rare glitches don’t happen again. If you wish to return an item, please contact us here for instructions on how to go forward.

Once we know what the problem is we can sort out how to fix it as quickly as we can. However, customers will not be entitled to a refund or replacement of personalised or customised products:

  • where errors occur from a typing error you may have made online;
  • for defects that are the result of ordinary wear and tear or abnormal use;
  • or if you have changed your mind;
  • you are trying to stick it to a non-stick surface, as mentioned above;

Shipping

How long does it take and cost?

Shipping FAQ’s: Everything we do is ‘made to order’, we also use a commercial printer to ensure the highest quality possible. Therefore please allow 7 to 10 business days for us to get your order to you. However we are proud to say that we regularly get customers labels delivered in under this time. For your convenience, shipping rates are applied at the checkout.

If you have ordered through a fundraising campaign, your order will be shipped at the end of the campaign straight to the fundraising organiser for free, or if you have selected, directly to you it will be shipped at the end of the campaign at the above delivery costs.

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