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 33Картинки по запросу символ whatsapp

    E-mail | care@rubancouture.com

How can I order?

You can place an order:

·         By sending us a message via WhatsApp at mob: + 7 926 795 85 75 Картинки по запросу символ whatsapp

·         Using one-click purchase option on our website by providing 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 a screenshot with your problem at care@rubancouture.com or send it via WhatsApp + 7 926 795 85 75  Картинки по запросу символ whatsapp. We will guide you through the ordering process step by step.

What does the “order is processing” mean?
When our managers receive an order, they check if the item is in stock:
- if the item is available, a customer will receive a link to make the payment
- in case the product is out of stock we provide custom tailoring service ("Сustom-made" button).

How long does it take to process my order?
Orders are processed from Monday to Sunday from 10:00 to 22:00 Moscow time. Orders on bank holidays are processed on the next working day.
What is custom tailoring service ("Сustom-made" button)?

Сustom tailoring service ("Сustom-made" button) is offered to a customer if the item is out-of-stock. In this case, we reproduce the item in one of the standard sizes for you.


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

SHOWROOM RUBAN
    MON – SUN 10:00 – 22:00
    Tel | +7 926 795 85 75 Картинки по запросу символ whatsapp
    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 are applied to the item in case of using Custom Tailoring service ("Сustom-made" button).

A price for each position of Goods is indicated on the web-site of online store.

The custom tailoring is done after 100% advance payment.

Can I order a dress with custom design?
You can order tailoring with a custom design by sending your request to RUBAN ATELIER:
SHOWROOM RUBAN
    MON – SUN 10:00 – 22:00
    Tel | +7 926 795 85 75 Картинки по запросу символ whatsapp
    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 сustomer 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 reasons beyond the Seller’s control.

In this case, a manager informs the сustomer via e-mail from 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 carried out in the customer's account.

The following payment methods are available:

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

·         Bank card: PayU / Sberbank. Bank card payments are carried out in strict accordance with the requirements of the payment systems MIR, Visa Int. and MasterCard Europe Sprl.

·         PayPal

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

·         Self-pickup:

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

Working hours: Mon – Sun 10: 00 – 22: 00

·         within Moscow:

Free delivery upon purchases from 35,000 RUB.

Shipping cost 400 RUB for the orders’ amount less than 35 000 RUB.

·        within Russia:

Delivery cost is 800 RUB. The delivery service is chosen by the Seller.

·         Worldwide:

The cost and delivery time of the order is calculated individually, basing on the weight of the order and its final destination. Shipping cost is showed after the order is confirmed by the manager.

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

The cost of delivery is RUB 0. Why?
The cost and dates of delivery for orders under 35,000 RUB are calculated individually basing on the weight and place of delivery. The cost of delivery is calculated by a manager after the order confirmation.
How can I track my order?

After your order has been dispatched, our manager will send you a tracking number and delivery company details. You can find this information in the Delivery Service tab in your personal account.

What delivery companies do you engage to ship orders?
·         We employ our in-house delivery service to ship orders within Moscow.
·         Deliveries to other regions of Russia are carried out via SDEK delivery company. 
·         We select international delivery companies on individual basis for every order. 

You can get all order details from our manager:
RUBAN ONLINE STORE
    MON – SUN 10:00 – 22:00
    Tel | +7 926 254 33 33 Картинки по запросу символ whatsapp
    E-mail | care@rubancouture.com

How long does the delivery take?

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

RUBAN ONLINE STORE

    MON – SUN 10:00 – 22:00

    Tel | +7 926 254 33 33 Картинки по запросу символ whatsapp

    E-mail | care@rubancouture.com

Who is charged with taxes and customs duties for the delivered order?

By agreeing to the conditions of sale, the сustomer agrees to pay for delivery of the order, as well as taxes and customs duties, if applied to the order.

Where can I shop RUBAN collections?

The list of online and offline stores 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 Картинки по запросу символ whatsapp

    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?

If 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 33Картинки по запросу символ whatsapp

    E-mail | care@rubancouture.com

What should I do if I don’t get an e-mail with my order details?
Please, check the e-mail you stated 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 33Картинки по запросу символ whatsapp
    E-mail | care@rubancouture.com

How can I return the non-defective goods if they don't fit me?

Return of the goods is possible in case a filled-in Return of the Goods form and a document confirming the fact and terms of purchase of the goods (purchase receipt or cashier's check) is attached. Purchase receipt or cashier's check and a Return of the Goods form (which you can find in the documents attached to your package) can be sent by email to care@rubancouture.com or by post.

Return of non-defective goods is possible in case if:

- vendibility (packaging, seals, label), completeness and all the qualities of the goods are preserved;

- a document confirming the fact and terms of purchase of the goods is attached to the return.
How can I return the defective goods?

Return of the goods is possible only with filled-in Return of the Goods form and a document confirming the fact and terms of purchase of the goods attached. Purchase receipt or cashier's check and Return of the 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 Return of the Goods form should be stated what kind of defect the goods have that the customer is returning.

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


What are the time limits for returns?

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

If the customer rejects defective goods he/she obtains a refund, cost of delivery is refundable (in case of customer`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 website, 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?

The customer has no right to reject non-defective goods having individual features or the goods which can be used individually only or the following goods:

Reference "List of non-faulty, non-food goods, 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.);
- underwear, socks, stockings;
- 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..

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