Frequently asked questions
What is the return policy?
Our full refund policy can be found here.
When will I get my order?
We will work quickly to ship your order as soon as possible!
Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Please find our full delivery FAQ here.
How much does shipping cost?
Shipping costs are determined by your location and the items in your order. You’ll always see the exact shipping fee before completing your purchase.
To get an accurate estimate, simply add your desired items to your cart and proceed to the checkout page!
Do you have a care guide for your bag charms?
Our care guide for our bag charms are here!
What happens if my order includes a preorder item?
If your order includes a preorder item, all items will be shipped together once the preorder item is ready. This helps ensure your order arrives complete and keeps shipping costs down by avoiding split shipments. Shipping timelines for preorder items are listed on the product page.
I have a question about my order
Feel free to drop us an email at hello@rubymerlot.com!
I forgot to add my discount — can you add it after my order is placed?
We totally understand that it happens! However, discount codes cannot be applied after an order has been placed. All discounts must be entered at checkout for them to be valid.
Please double-check your cart and any promo codes before completing your purchase.
Please find our full terms of service here.
How do U.S. duties work?
U.S. orders ship via DHL Express (DDP), which means duties are calculated and included upfront at checkout (so there are no extra fees on delivery).
For full details, please see our U.S. Shipping Notice page.
Sale / Events
How fast will my order ship?
Our team is currently processing a higher volume of orders — thank you so much for your patience 🤍 Please allow 3–6 business days for your order to be packed and shipped.
Preorder items will ship according to their stated preorder window.
Will items restock during the sale period?
Restocks are limited. If an item sells out, it may not return until after the sale, or at all.
We recommend checking out early to secure your picks.
Are returns or exchanges accepted on discounted items?
No, all discounted items are final sale unless you received a faulty item.
If there’s an issue with your product, please contact us within 7 days of receiving your order, and we’ll assist you.
I just bought something before the sale — can I cancel my order and reorder?
Yes, but only if your order has not been shipped yet.
Please note that cancellations will exclude credit card processing fees (up to 5%, depending on your bank), as these fees are non-refundable on our end.
If your order has already been shipped, it can no longer be cancelled/refunded.
Can you refund the price difference to match the sale prices?
Unfortunately, we’re not able to do price adjustments.