FAQ

How can I find my size?

You can use our size chart or contact our manager, who will help you to pick the size that will fit your measurements.

RUBAN ONLINE STORE

    MON – SUN 10:00 – 22:00

    Tel | +7 926 254 33 33

    E-mail | care@rubancouture.com

How can I order?

You can order through the following ways:

·         By sending us a WhatsApp message at: + 7 926 795 85 75

·         Using one-click purchase option on our website by indicating your phone number or your e-mail

·         On your own, by filling in our online order form

I cannot order online, what should I do?

We’ll be happy to help you with your order. You can e-mail us a screenshot with your problem at care@rubancouture.com or send it with WhatsApp + 7 926 795 85 75. We will guide you through the ordering process step by step.

What does the “order is processing” mean?
When our managers receive a buyer’s order, they check if the item is in stock:
- if the item is available, the buyer will receive a link to effect the payment
- if the item is not available, we offer a Custom Tailoring service.

How long does it take to process my order?
Orders received on weekdays are processed within 24 hours. Orders are accepted from Monday to Sunday from 10:00 to 22:00 Moscow time. Orders on weekends and holidays are processed on the next working day.
What is Custom Tailoring?

Custom Tailoring is offered to a buyer if the item they have ordered is out-of-stock. In this case, we reproduce the item in one of the standard sizes for you.


You can also order tailoring by a custom design by sending your request to RUBAN ATELIER:

SHOWROOM RUBAN
    MON – SUN 10:00 – 22:00
    Tel | +7 926 795 85 75
    7/5 bld.1 Bol'shaya Dmitrovka, Moscow, Russia, 125009
    E-mail | office@rubancouture.com

How much do you charge for Custom Tailoring?

No seasonal discounts or special terms apply to the item in case of Custom Tailoring.

In case of custom tailoring for your measurements, 15% will be added to the initial price of the item.

The custom tailoring is done after 100% advance payment.

Can I order a dress by a custom design?
You can order tailoring by a custom design by sending your request to RUBAN ATELIER:
SHOWROOM RUBAN
    MON – SUN 10:00 – 22:00
    Tel | +7 926 795 85 75
    7/5 bld.1 Bol'shaya Dmitrovka, Moscow, Russia, 125009
    E-mail | office@rubancouture.com

Why has my order been cancelled?

Your order may be cancelled by a manager for the following reasons:

·         if a buyer is unavailable within five (5) days for clarification of the order details;

·         if no payment has been made within five (5) days;

·         if delivery to your address is not possible;

·         for technical reasons, including for reasons beyond the Seller’s control.

In this case, a manager informs the Buyer via e-mail indicated in the registration form.

What are the payment methods?

Once a manager has confirmed the order, a customer will receive a link to make a payment. Payment is effected in the buyer's area.

The following payment methods are available:

·         Bank card

Once you have chosen the card on http://www.rubancouture.com web page during the payment method selection, you will be transferred to PayU payment page automatically to fill your credit card credentials.

All provided data on PayU payment page is fully secured according to PCI DSS requirements.

PayU Customer Support department works 24/7:

8 800 200-32-62

support@payu.ru.

·         PayPal

When you place an order with Paypal you will be redirected to the PayPal payment page, where you can confirm your payment by logging in with your PayPal username and password.PayPal data base is secured with full device data encryption.

·         Cash

The method of payment is available only for pickup or delivery in Moscow with payment to the courier.

How can I find out whether you deliver to my address?
We deliver internationally.
What is the delivery cost?

·         Pick up by yourself:

Pickup order is carried out at the address: 7/5 bld.1 Bol'shaya Dmitrovka, Moscow, Russia, 125009

Hours: Mon – Sun 10: 00–22: 00

·         in Moscow:

Free delivery upon purchase from 20,000 rubles.

Shipping cost 400 rubles. at the order less than 20 000 rub.

·         Worldwide:

Free delivery upon purchase from 20,000 rubles.

The cost and delivery time of the order is less than 20,000 rubles. are calculated individually, based on the weight of the order and its place delivery. Shipping cost is paid by the manager after order confirmation.

Agreeing to the terms of sale, the Buyer agrees to pay for the delivery of the goods, as well as sales taxes and customs duties, if applied to the order.

My order is less than RUB 20,000, but the cost of delivery is RUB 0. Why?
The cost and dates of delivery for orders under RUB 20,000 are calculated an individually based on the weight and place of delivery. The cost of delivery is indicated by a manager after the order confirmation.
How can I track my order?
After your order has been shipped, our manager will send you a tracking number and a name of a delivering company. You can find this information in the Delivery Service tab of your personal account.
What delivery companies do you engage to ship orders?
·         We employ our in-house delivery service to ship orders within Moscow.
·         We effect our deliveries to other regions of Russia through SDEK delivery company. 
·         We select international delivery companies on an individual basis for every order. 

You can find out the exact order details from our manager:
RUBAN ONLINE STORE
    MON – SUN 10:00 – 22:00
    Tel | +7 926 254 33 33
    E-mail | care@rubancouture.com

How long does delivery take?

The delivery period is calculated on an individual basis for every order. You can find out the exact timing from our manager:

RUBAN ONLINE STORE

    MON – SUN 10:00 – 22:00

    Tel | +7 926 254 33 33

    E-mail | care@rubancouture.com

Who bears sales taxes and customs duties for the delivered order?
By agreeing to the conditions of sale, the Buyer agrees to pay for delivery of the order, as well as sales taxes and customs duties, if applied to the order.
Where can I see your products?
The list of e-stores and outlets is provided in the Contacts tab.
Where can I see the entire choice of your items?

All our collections are displayed in our showroom:

SHOWROOM RUBAN

    MON – SUN 10:00 – 22:00

    Tel | +7 926 795 85 75

    7/5 bld.1 Bol'shaya Dmitrovka, Moscow, Russia, 125009

    E-mail | office@rubancouture.com

You can see all our collections and place an order online: www.rubancouture.com.

Do you offer wholesale?

Please, for wholesale purchases, refer to:

E-mail | o.sorokoletova@rubancouture.com

E-mail | n.kolobanova@rubancouture.com 

I cannot log in my Personal Account. What should I do?

Make sure, the credentials you have inserted are accurate.

If your access is denied again, please, use the password reset option by clicking Forgot your password?.

Should you have any problems with your password reset, please contact our manager to check the details.

RUBAN ONLINE STORE

    MON – SUN 10:00 – 22:00

    Tel | +7 926 254 33 33

    E-mail | care@rubancouture.com

What are my steps if I don’t get an e-mail with my order details?
Please, check the e-mail you indicated in your personal account.
If your e-mail is wrong, please, log in your personal account, make necessary corrections in the My Details tab and fill in the order form again.
If your e-mail is correct, please, contact our manager to check the details.
RUBAN ONLINE STORE
    MON – SUN 10:00 – 22:00
    Tel | +7 926 254 33 33
    E-mail | care@rubancouture.com

How can I return the non-defective goods if they don't fit me?
Returning of non-defective goods is possible in the presence of filling out the Returned Goods form and a document confirming the fact and terms of purchase of the goods. Purchase receipt or cashier's check and a returned goods form can be sent by email to care@rubancouture.com or by post, which you can find in the documents attached to your package.
Returns of non-defective goods is possible in case if: 
·         vendibility (packaging, seals, label) and completeness; 
·         consumer properties of the goods; 
·         a document confirming the fact and terms of purchase of this good

How can I return the defective goods?

Returns of defective goods is possible in the presence of a filled out Returned Goods form and a document confirming the fact and terms of purchase of the goods (purchase receipt or cashier's check). Purchase receipt or cashier's check and returned goods form can be sent by email to care@rubancouture.com or by post, which you can find in the documents attached to your package. In the returned goods form you must specify a defect of the item.

If there is a dispute about the causes of defects or fact of faulty goods and vendibility, an independent examination of the item will be conducted.

What are the time limits for returns?

The Buyer has a right to reject goods at any time before receiving the goods and within 7 calendar days after receiving the good ( Reference paragraph 21 of "Rules for the internet sales of goods" approved. RF Government Decree of 27.09.2007 №612).

How long does it take to refund me for the returned goods?

If buyer rejects non-faulty good he/she obtains a refund, paid for the good according to the contract within 10 (ten) days from the date of the buyer`s appropriate written requirement.

If buyer rejects defective good he/she obtains a refund, cost of delivery is refundable (in case of buyer`s payment). Taxes and customs duties are not refundable. If the similar item and dispute about defect causes of the item are unavailable on the web-site, the cost of the item will be returned to you within 10 (ten) working days from the moment of seller`s receiving faulty goods.

What goods are not subject to return?

Non-defective goods can not be returned according to the Reference "List of non-faulty, non-food goods, can not be returned or exchanged for similar goods of other size, shape, dimension, style, color or configuration" approved. RF Government Decree of 19.01. 1998. №55:

·         Toiletries;

·         Textiles (cotton, linen, silk, wool and synthetic fabrics, non-woven products such as fabrics - tape ribbons, lace, etc.);

·         Sewn and knitted items (sewn and knitted underwear, hosiery);

·         Jewelry and other items made of precious metals and (or) precious stones, faceted gemstones;

·         non-periodical edition (books, brochures, albums, maps and printed music, sheet publications, calendars, booklets, reproduced on the technical media of information edition), etc..

The buyer has no rights to reject non-faulty goods having specified feature, if the goods can be used only by consumer.