General Information

All our products are hand crafted, often using natural materials and as such, there may be slight variations and imperfections to each product. We feel this simply adds to the uniqueness and individuality of each item we produce.

Every effort has been made to photograph and portray items accurately.

All sizes given are approximate and in centimetres however, slight variations in size and colour may occur due to the handmade nature of some products.

All products are subject to availability and we reserve the right to withdraw items from sale at any time. Prices may be subject to change without notice.

Whilst we try to make and hold a sufficient amount of stock, due to the handmade nature of these products, please be aware that some items may take 7-10 days to be dispatched, especially in the case of personalised or custom-made orders.

Should you require an item urgently or with a specific date in mind please contact us and we will do our best to help.

We take time and care to make each individual item and want them to be loved by you for many years to come. To help keep your hand painted products in perfect condition we advise you handle them with care to prevent marks and scratches, dust with a soft dry cloth, and do not use damp cloths or cleaning products.

Personalised Items

Please ensure that you take extra care when entering information for personalised products as we are unable to offer replacements for incorrect items unless the product is faulty or the error made was on our part.

Personalised items may vary slightly due to the hand finished nature of the product and the chosen design/size of lettering.

Personalised items are non-refundable.

We retain the right to use images of personalised products made for promotional use. If you would prefer your product not to be displayed, please notify us at dotandruben@hotmail.com.

Payment

When placing your order with us online all payments are processed using PayPal. This is a secure external payment system. We are notified of your total payment amount but do not have any access to your credit card information. Please note that you do not need a PayPal account to make the payment as you can pay with a credit or debit card.

Once your order has been placed you will receive receipt of payment from PayPal and a confirmation email from Dot & Ruben.

Delivery

Please ensure that your delivery information is correct as we cannot be held responsible for any order not received due to incorrect address details.

We currently only deliver in UK and use Royal Mail First Class Parcel Post.

Postage and packing is £3.95 for item(s) up to 1kg or £6.95 for item(s) up to 2kg.

Large/bulk items can be collected in person. Select the option at checkout and we will contact you via email to arrange time/date. You will need to bring along the confirmation email/proof of purchase.

Returns Policy

We hope that you will be delighted with every purchase you make from Dot & Ruben, however if you are unhappy with a product for some reason please contact us within 7 days of receipt at dotandruben@hotmail.com

Items should be returned to us in their original condition within 14 days of receipt for a refund. Postage and packing costs are non-refundable. 

Personalised items are non-refundable.

Please note that you are responsible for any return delivery costs with the exception of damaged or faulty goods where we are happy to replace or refund the purchase price in full including the cost of return postage.

We cannot be held responsible for goods getting lost whilst being returned to us therefore please retain your proof of postage and notify your delivery company with any issues.

Privacy

We will treat all your personal information as confidential. We will only use the information you provide to fulfil your order. We will not pass on your information to third parties except with regard to delivery services.

We may use your email address for promotional correspondence however if you would prefer us not to do this please notify us at dotandruben@hotmail.com