FAQ

 

Can anyone register for Rubenabird Wholesale?

Rubenabird Pty Ltd trades wholesale with registered shop owners in Australia and New Zealand only. 

But I don't own a store?

We are currently only taking wholesale orders. We have decided to concentrate our time on purely wholesale at this point in time. If you would like to see our accessories in a store near you, please ask the store owner to register with us to place an order.

Can I look at your products before ordering?

Sure! You can take a look at proof at how popular our products are on Instagram.

 

How can I place an order?

We are not taking on any new stockists at the moment.

How long do I need to wait between registering and receiving my password?

All submitted registrations will be approved individually by Rubenabird. Registrations are generally processed quickly and can take between 24-48 hours once we have had a look at your store.  We thank you for your patience. Fill in all your details in the form to quicken up the process. Once registered you will be sent a password to enter the Wholesale store.

 

Does the password change?

The password is changed every 1-2 months for security reasons, and you will be updated via email or newsletter with a new password if you have previously made a purchase from Rubenabird Wholesale.

Do you offer an exclusivity package?

Yes, we offer our customers an Exclusivity Package. If you want to be the only stockist in your town selling Rubenabird accessories you can apply to become our exclusive stockist in your area and will have first refusal of any exclusivity in their area. You can see our Exclusivity Package inside our wholesale shop once you have registered. 

Which countries do you ship to?

Rubenabird wholesales to stores in Australia/New Zealand. Rubenabird will no longer be shipping worldwide due to insurance reasons.

Do you have a minimum initial order amount?

No minimum orders. The only minimum quantities are specified in the listings.

 

How do I pay for my order?

Rubenabird wholesale site now accepts Credit Card through Square. This is an easy and secure way of completing your transaction and we accept most credit card payments. Square accepts Visa, Mastercard and American Express. We also accept Paypal payments. All Rubenabird orders are only taken online through the Rubenabird Wholesale website. Tax Invoices will be sent out together with your order.

Where do I enter my promo code?

All promo codes must be entered prior to checkout in your shopping cart page. We do not refund promo code discounts once transactions have been processed.

Can I pick up my order from your studio?

Rubenabird is purely an online business. All orders will be shipped out by express shipping via Aus Post. We do not organise local pick ups from our studio. However, if you are ever planning a visit to Melbourne and are our registered stockist, the Rubenabird team are always happy to try to meet up for a coffee and say Hello!  :)

 

I want to call you. What is the best way to discuss my order?

Stockists will have our email address to contact us.

Our business hours are Monday to Friday 9am-5pm. Email is our preferred form of contact and all emails are answered as a priority during working hours. We are always happy to help customers with any email queries.

Do you do custom orders?

We do not offer custom orders.

How will I know once my order has gone through successfully?

We will send you a confirmation email once your order is being processed. Please allow up to 24 hours for this email to come through.

When can I expect my order to arrive?

Rubenabird will typically process orders up to five business working days, however during busy periods your order may take up to ten working days to despatch from our studio.  We send all your orders out by Express shipping. Please allow a further three to five working days for delivery. Once your order has been shipped out, you will receive an email with a tracking number.  We do try our best to work with you to get your orders out as quickly as possible.

I've placed my order but the shipping address is incorrect - what should I do?

Please ensure that your delivery address is correct as we will post to the address that comes through with your order. Ensure that your Square address has been updated. If you notice an error with your address please contact us immediately within 60 minutes of placing your orderIf we receive your update late, we will not be able to guarantee changing your address.

What if you sell out of an item that I have ordered?

If we sell out of an item we will place it on back order for you, which will be highlighted on your invoice. We will also notify you by email to let you know.

Will I have to pay for shipping on back orders?

No, we will cover all additional costs of shipments on back orders and send them free of charge to you.

How long will back orders take to despatch?

We work hard to send out all back orders out ASAP but it could take 2-4 weeks if we are waiting on supplies. You will be informed if this is the case. You will receive an email once your order has been dispatched with a tracking number.

What is your policy on faulty items?

Rubenabird creates handmade items to be loved. Please email us to resolve any issues promptly. We will do our upmost to help resolve the problem. We however do not accept refunds or exchanges for 'change of mind' purchases so please choose carefully. We also do not refund items of jewellery that have been worn due to hygiene reasons. Rubenabird is not be responsible for shipping costs for any returned items.

Do you have terms and conditions?

Yes you can see all our terms and conditions at checkout.

Before placing an order please be aware of you own country's Import and Duty Taxes. Rubenabird will not be held responsible for any extra charges incurred when your order arrives in your country. Please check your local government website for your import threshold and what the Tax and Customs for goods sent from abroad may be.

All information, designs and photography are copyright of Rubenabird® Pty Ltd

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© 2019 by Rubenabird® Pty Ltd