Frequently Asked Questions
You will find answers here to our most asked questions. If you cannot find the information you are looking for please get in touch on jaz@imogenruby.co.uk.
Orders and Delivery
Can I collect my order?
When placing your order you can choose "collect in store" when selecting your delivery options. We aim to have all orders ready within 48 hours and you will receive an email when it is ready to be collected.
Where do you deliver to?
We now offer world wide delivery options.
What are your delivery charges?
Within the UK
We use Royal Mail delivery. We charge £3.95 for a small packages and £7.50 for large parcels and orders aim to be delivered within 2-3 working days from dispatch. We offer free delivery for all orders over £35.
International
Delivery fees and times will vary from country to country and is dependent on the weight and size of your order. These prices are set by the delivery company. There may be additional customs charges and fees when the package arrives in your country and unfortunately these are outside of our control and not included in the delivery cost.
How do I redeem a discount code?
When placing your order, you will see a box prompting you to type in your code. Make sure you have done this before you pay.
Do you offer gift wrapping?
We currently do not offer a gift wrapping service.
Our sleepsuit gift set, new mum gift set and sensory boxes all come in gift boxes.
Can I add to my order?
If you contact us before we pack and ship your order, you may be able to add to it. We will do our best to accomodate you.
Do prices appear in your delivery note?
We do not send a delivery note with your items. You will recieve this via email and we believe it is a waste of paper to print this information out as well.
If I need to return an item, what should I do?
Contact us for a full refund within 14 days.
You are able to come into store within the 28 days with proof of purchase for a refund.
If I need to make an exchange, what should I do?
Contact us within 28 days and where possible we will exchange the item for you. If we are unable to exchange, we will offer you a refund.
You are able to come into store within the 28 days with proof of purchase for an exchange.
Our Products
How does sizing work for the clothes you stock?
You will find sizing information specific to each brand/item on the product page.
What are the clothes made of?
You will find exactly what an item of clothing is made from on the product page but this information is also listed on a label attached to the item of clothing in compliance with the guidance from gov.uk.
How safe are the toys you sell?
You will find the specific information linked to each product. However, we ensure out toys are all tested to the relevant safety standards.
How do I use reusable nappies?
You will find brand specific fit information on each product page and can find further advice on our Reusable Nappy page.
Are all your products in your shop?
Most of our stock is now available in our shop. However, if there is something specific you wanted to see please message us in advance of your is it so we can ensure it is there for you.
How does preloved clothing work in your shop?
You'll find more information on our Preloved clothing page - including how you can sell your clothing back to us.
imogen ruby
Where is your shop?
You can find us on Steyning High Street. On our "Where to find us" page you will find directions and more information about our location.
Our address is:
98A High Street
Steyning
West Sussex
BN44 3RD
I've emailed you but I haven't had a response. What can I do?
We endeavour to respond to all emails within 1 business day but being a family run business occasionally things occur which can prevent us from responding as promptly as we would like. If you haven't had a reply within 3 business days please email us again on jaz@imogenruby.co.uk.
Are you a UK Company?
imogen ruby is a UK business partnership between Jaz and Alison based in Brighton and Hove.