delivery and returns

Ruthanne.com endeavours to make your ‘shopping and delivery’ experience a joy. We realise that online shopping for that magic ‘piece’ is new to many South Africans and that is why we have designed a virtual shopping experience, bringing you to our boutique in seconds. You’ll experience imagery of the dress you love with technology that magnifies it, allowing you to scroll over with eagle eyes, taking in all the stitching and trim details. Now you can shop with your feet up on your couch, sipping on your favourite drink.

purchasing

You can shop by category or click on ‘latest’ to see what’s new on our site. Once you’ve found the item you want to buy, click on , select ‘Size’, then ‘Colour’ and then click ‘BAG IT.’  This item will then be saved into your shopping basket. A summary will appear if you click on Shopping Basket on the main menu, confirming your selection. You can choose to continue shopping, or simply checkout. If you select checkout you will be taken to a new page on which you’ll need to fill in all required fields in order. Filling out all the fields on the register page enables us to process your order and provides a secure buying experience and enables Ruth Anne to keep a history of items you purchased. This information is kept private and confidential and is used to notify you of new items that come into our boutique that you may like. 

You will be required to register if you wish to purchase from ruthanne.com. If you have not yet registered you’ll need to do so at this point. Checkout allows you the buyer to choose your preferred method of payment and delivery. There are two payment options. You can select to pay with your Master or Visa Card or make a direct deposit via electronic banking into the ruthanne.com cheque account, banking details will appear once you have selected you payment option. To protect the privacy of your credit card details, ruthanne.com uses PayGate, our third party ecommerce facilitator to processes your payment. On receipt of payment your order will be despatched.

delivery information

FEDEX is our preffered overnight courier and delivers all of our packages countrywide. 

OVERNIGHT DELIVERY 
Provided that the order is confirmed before 2pm Monday to Friday, delivery will be affected in 24hours for all major centres and 48 hours for outlying areas. The major centres include: Bloemfontein, Cape Town*, Durban, East London*, George*, Johannesburg, Kimberley*, Nelspruit, Pietermaritzburg, Polokwane, Port Elizabeth*, Pretoria, Richards Bay and Welkom. (* indicates that there may be a delay to these areas due to flight availability.) 
While we endeavour to meet all stated delivery periods, on rare occasions during periods of excessive demand it may not be possible to do so. Final order dates for Christmas postage will be displayed on the website.

DELIVERY COSTS
As the delivery cost fee is calculated on your delivery address together with the weight and volumetric measurements of each package, you will be advised at checkout on the cost of delivery. We have calculated that the average garment costs R55.00 for overnight delivery to major centres and R100 to outlying areas. Our calculations also indicate that you could pay the same price for one garment to be delivered as you would for up to three garments, depending of course on the cumulative weight which needs to remain under 2kg for this to be achievable. So now if you are unsure of the size buy on of each and return the incorrect one. Not sure which dress to buy? Buy both and return the unwanted dress for free.  Each parcel is insured up to R1000.00 by Fedex. Should you require additional insurance on your package please make this request known by emailing our Client Services at inquiry@ruthanne.com

DELIVERY ADDRESS
You may request delivery of your purchases to an address that is not the same as the billing address of the credit card used to make your purchase. If you set up an account online, you may record alternative delivery addresses. 
Signature Required
For security and to ensure they reach the intended recipient, all packages dispatched will require a signature on receipt.

ORDER PROGRESS & DISPATCH
Once your order has been dispatched you will receive confirmation by email including any tracking information and contact numbers you may require to follow up with the courier company. Should you need to return any items to us, you will find in your FEDEX bag a return form, waybill and bag. Please follow the instructions as laid out on the returns form and use the courier bag and waybill provided for your convenience.

AVAILABILITY
Every attempt is made by ruthanne.com to keep its stock levels accurate and fully up-to-date. Unfortunately, there may be rare occasions when our stock management system believes there to be availability on an item within the business, when physically we are out of stock. In such case, we will notify you as quickly as possible to establish whether you wish to proceed with your remaining order and whether you would like to replace the unavailable item with any other.

GEOGRAPHICAL COVERAGE
We currently deliver within South Africa only. 
Currently, we are not able to deliver orders received through this website, to other destinations internationally under these terms and conditions. Should you wish to deliver to an address outside South Africa, we will endeavour to accommodate you. Please email us with the subject heading ‘International Delivery’ to inquiry@ruthanne.com.

FEDEX
If your package has not been delivered within our stated delivery times, please firstly check that FEDEX has not attempted a delivery when you were out. Contact 080 953 9599. All shipped packages require a signature and hence, may be being held by FEDEX at their local sorting office. In the unlikely event of FEDEX losing your order we are required by FEDEX to allow a total of 15 working days for them to investigate any loss and confirm failure to deliver. In the event of your order being lost, we will of course be happy to either provide a refund or resend the goods you originally requested. However, we are unable to process any refunds or redeliveries during this 15 day period required by the FEDEX to investigate the loss. Once we have accepted that your order has been lost we will contact FEDEX to claim for our losses. FEDEX may contact you to confirm our claim.
Should you suspect your order to have been lost by FEDEX please contact our Customer Relations Team on 043 – 726 8833 who will be happy to investigate on your behalf. 

return policy

All returns to ruthanne.com are free of charge. Although we are confident that the quality, fit and design found on Ruthanne.com will be met with delight, we have also made provision for you to order 2 or 3 garments and return any unwanted items once you’ve tried them on in the comfort of your own home. Please read the information below to assist us in processing any returns.

RETURN PERIODS
Any items purchased at our normal full retail price may be returned to us for refund or exchange within 7 days of receipt using a door to door or counter to counter service with tracking numbers. Please return faulty goods as soon you become aware of the fault. Unfortunately we cannot refund or exchange used or customer damaged goods (statutory rights not affected).

NON-RETURNABLE ITEMS
For reasons of hygiene, we cannot accept the return of earrings.

Items should be returned to ruthanne.com distribution centre (based on the step process provided on the returns form despatched with your order). Upon receipt we will process the return and refund the full value of the order as quickly as possible (we aim for within 14 days) and at the most within 30 days of cancellation.

method of return

Please complete an online returns request form or fax us a copy of the printed version which was received with your delivery.  Once we have received your request for return, we will process it and if need be, we may email or contact you to establish the nature of your return. On approval of your returns form request we will instruct Fedex to collect your parcel from your deilivery address. Please advise us should this change. Inside the bag in which your original order arrived, is a return bag and waybill with our return address pre-printed on it. Please be sure to complete the following:

• enclose all items you wish to return (in their original condition and packaging)
• complete your returns form (detailing what items you are returning and identifying any exchanges you wish to be sent out to you) and include this with any items returned.
• don’t forget to complete the waybill with your details. No Fedex employee is allowed to fill in your waybill on your behalf.
• make sure our returns address is clearly displayed on the outer package and the package is carefully sealed.
• retain a copy of the waybill for proof of return.

Returns should be sent to:

RETURNS
Ruthanne.com
65 Devereux Avenue
Vincent
East London
5241
We are unable to accept responsibility for returned items until received by our distribution centre. Until this point the items remain your responsibility.  Please retain your waybill (postage receipt) as proof of return.

PRODUCT CONDITIONS
Please be careful when trying on clothing that you are not wearing any make-up, hair product, fragrance, deodorant or other creams or substances, which may mark or damage the product.
Items must be returned in their original condition. Original condition means that items must be unused and unworn, with no marks, scent or damage. Wherever possible, items should be returned in their original packaging with any product tags/tickets still attached.

CONTACT
Should you have any queries with any of the information provided on this page or are experiencing any problems in returning goods to us, please feel free to email us at inquiry@ruthanne.com. Alternatively you can contact us on 043 – 726 8833 and request to put through to ruthanne.com (SMG Africa is the marketing agency for ruthanne.com).
 

refunds

REFUNDS, COURIER CHARGES AND ADDITIONAL PAYMENTS
Refunds will be processed as quickly as possible (we aim for within 14 days) but customers should allow up to 30 days for a refund to be made to their credit card.
Where items have been returned in exchange for other items, the balance of value between the returned items and exchanges will be credited to/debited from your credit card. Please see the important notes in the paragraph below on how this will be completed.
In the interests of security Ruthanne does not store any of the required parts of your credit card details needed to take payment. In the short term, our third party payment provider, PayGate holds the required parts of your credit card details to allow ruthanne.com to complete a refund to your card should you return items to us within the permitted 7 days. However, in cases where the value of the items chosen for exchange is greater than the value of your returned items, we will need to contact you to organise additional payment. It is important therefore that you provide your principal contact telephone number in the “Additional Payment” section on the returns form. Paygate hold certain card holders’ info which allows them to request the refund against the original card authorisation for that same transaction. They do not hold all card details of the client, only the portion which allows them to track that original transaction for refund. 
Returned items which are accepted as faulty by ruthanne.com or items that we incorrectly despatched to you will be refunded in full. We will also include a refund for the value of the cost of delivery incurred by you when returning the faulty items.
Refunds on returned items (which are not faulty) will not include the cost of returning the goods to us.