Frequently Asked Questions
Questions. Answers. Considerably less searching.
Everything people usually want to know about Ruby Avenue orders, sizing, delivery, returns and the clothing itself — all in one place.
Still can’t find what you need? Get in touch. We aim to reply within 24 hours.
The basic system
Ask.
Find.
Sorted.
Orders & Shipping
Where is it and when is it arriving?
The part where everybody becomes unusually interested in logistics immediately after pressing the order button.
How long does my order take to make?
Ruby Avenue clothing is made to order, so most orders need a short production window before dispatch.
Production usually takes around 2–5 business days, depending on the garment, colour, production method, availability and fulfilment location.
How much is UK shipping?
Shipping is currently free on all UK orders.
How much is international shipping?
International shipping is currently £3.49 for orders under £50.
International orders of £50 or more qualify for free shipping.
Do you ship worldwide?
Yes. Ruby Avenue ships across the UK and internationally.
Delivery availability and times can vary by destination, and selected international orders may be produced closer to the customer through trusted production partners.
Will I receive tracking?
Tracking information is provided where the selected shipping service includes it.
Some services provide full tracking while others offer more limited delivery updates.
My parcel seems delayed. What should I do?
First allow for the normal production window and the estimated delivery period for your destination.
If the parcel appears properly stuck rather than simply moving slowly, contact Ruby Avenue with your order number and any tracking details you have.
Will I have to pay customs or import charges?
International orders can sometimes be subject to local customs duties, taxes, handling charges or import fees depending on the destination.
These are controlled by the destination country rather than Ruby Avenue and, where charged, are generally the responsibility of the buyer.
Products & Sizing
Will it fit and what exactly am I buying?
Useful information for avoiding the traditional online-shopping method of staring at the size selector and hoping.
How do Ruby Avenue T-shirts fit?
Ruby Avenue’s main T-shirts use a classic unisex fit.
Your normal size is generally the best starting point for a standard everyday fit. Size up if you prefer more room through the body.
For the best comparison, measure a T-shirt you already own and like against the measurements shown in the Ruby Avenue Size Guide.
How do the hoodies fit?
Ruby Avenue’s main hoodies use a classic unisex pullover fit.
Choose your normal size for a standard fit, or size up if you prefer a looser shape or more room for layering.
Which size guide should I use?
Use the general Ruby Avenue Size Guide unless the individual product listing includes its own specific size guide.
If a product has its own measurements, the product-specific guide takes priority.
Are all designs available in every colour?
No. Garment colours are selected individually for each design.
Some artwork works beautifully on certain colours and looks deeply questionable on others, so available colourways are chosen rather than simply enabling everything.
Will the colour look exactly like it does on my screen?
Every effort is made to represent garment and artwork colours accurately, but screens display colour differently and physical garments can vary slightly between production batches.
Small differences in shade are normal.
How should I wash my Ruby Avenue clothing?
Follow the care guidance supplied with the product and wash printed garments carefully to help preserve the artwork.
As a general rule: wash inside out, use a sensible temperature, avoid aggressive bleaching and do not directly iron over printed artwork.
The Quick Version
Four things worth remembering.
For anyone who has already scrolled far enough and would now prefer the useful bits immediately.
01 / Production
2–5 Business Days
Most garments are produced after you order, so allow a short production window before dispatch.
02 / UK Shipping
Free
UK delivery is currently free on Ruby Avenue orders.
03 / International
£3.49 / Free £50+
International delivery is £3.49 under £50 and free when the order reaches £50.
04 / Help
Replies Within 24 Hours
Email or call Ruby Avenue and we aim to get back to you within 24 hours.
Returns & Refunds
Changed your mind or something actually went wrong?
Two quite different situations. Fortunately neither requires an elaborate customer-service ritual.
Can I return a Ruby Avenue item if I change my mind?
Eligible standard Ruby Avenue products can be returned under the normal returns policy.
For a standard change-of-mind return, contact Ruby Avenue within 14 days of receiving the order and follow the return instructions provided.
But aren’t the products made to order?
Yes, most Ruby Avenue products are produced after the customer orders them.
However, a standard Ruby Avenue design ordered in a normal listed size and colour can still be eligible for return. Made to order does not automatically mean non-returnable.
What if the item is faulty, damaged or incorrect?
Contact Ruby Avenue as soon as possible with your order number and clear photos showing the issue.
Faulty, damaged, incorrect or misdescribed goods are handled separately from ordinary change-of-mind returns.
Do I pay return postage?
For an ordinary change-of-mind return, the customer is normally responsible for return postage unless Ruby Avenue agrees otherwise.
Faulty, damaged or incorrect orders are handled separately.
Can I exchange for another size?
Direct exchanges are handled case by case rather than guaranteed automatically.
If you need another size, contact Ruby Avenue before sending anything back and we can explain the most practical route for your order.
What about custom or personalised items?
Genuinely personalised or custom-made goods produced specifically to an individual’s specification may have different change-of-mind cancellation rights.
This does not remove your rights where something is faulty, damaged, incorrect or not as described.
About Ruby Avenue
Who makes this stuff anyway?
The artwork starts with Ruby Avenue. The practical business of getting it onto a garment depends on what you ordered and where you live.
Is the artwork original?
Yes. Ruby Avenue is built around original artwork developed for the brand.
The designs are influenced by horror, mythology, manga, monsters, metal, street culture and whatever else manages to get involved.
Where is Ruby Avenue based?
Ruby Avenue is an independent clothing brand based in Northern Ireland.
Where are the garments printed?
Depending on the product, availability and destination, orders may be produced directly by Ruby Avenue or through trusted production partners.
Selected international orders may be produced closer to the customer to make delivery quicker and more practical.
The artwork remains Ruby Avenue regardless of where the physical garment is produced.
Why use production partners?
Producing selected orders closer to the customer can reduce shipping distance, improve delivery times and make international fulfilment considerably more practical.
It also means a T-shirt does not always need to tour half the planet before arriving.
Do you take custom orders?
Ruby Avenue takes on selected custom clothing and small-run projects.
If you have something specific in mind, send over the garment type, approximate quantity, deadline and any artwork or ideas you already have.
How quickly do you reply?
Ruby Avenue aims to reply to customer enquiries within 24 hours.
Email: paul@rubyavenue.co.uk
Phone: 07584 188337
Still Got A Question?
Apparently we missed one.
No problem. Email or call Ruby Avenue and tell us what you need help with.
If it is about an existing order, include your order number. It saves us both from playing detective unnecessarily.
Contact Ruby Avenue
Email
paul@rubyavenue.co.uk
Phone
07584 188337
Response time
We aim to reply within 24 hours.
Question answered? Excellent.
You are now dangerously well informed about Ruby Avenue. Probably time to look at the clothes.
