RUBINO | FAQ

Online Orders

Why was my order canceled?

How can I get an update on my online order?

Can I modify my order ?

Shipping Info

Do you deliver worldwide?

Do I pay for the shipping fees?

How long does delivery take?

What are the delivery options?

Can I track my order?

Yes, it is possible to track your order once it's been fulfilled. In order to track an order, you must open your order confirmation and click on the 'track order' button. From there, you will be able to see the tracking number and verify the status of the parcel by clicking on the link. If you purchased an item in store and asked for a home delivery, you can contact support@rubinoshoes.com with the transaction number as the title if you have any questions or issue regarding the delivery of your order.

Returns & Cancellations

What is your return policy?

Within 30 DAYS of the purchase or shipping date, you can return an item bought in store for a refund or a store credit. We will refund* on the same method of payment as for your purchase. These conditions need to be respected: Shipping fees ($4.95) are non-refundable. Accessories such as socks, shoe care products and insoles cannot be exchanged or refunded. The item must be unused and in the same condition that when you bought it. The item must be in the original packaging which has not been damaged or altered. Gift cards may not be redeemed for cash or refunded. All returned items purchased using a gift card will be refunded as a store credit back onto a gift card.

How can I obtain a return label?

Items purchased in store may only be returned in store. Return in store: You can go to any one of our RUBINO stores to return a purchase made online. This method is the fastest way to get a refund or proceed with an exchange. Return by mail: If you wish to return an online purchase by mail, please visit our return portal in the footer of the site. We will send you a QR code that you can show from your phone in a Canada Post service point if your return request is made within the prescribed delays. You will not need to print a return label. Please note that it is not possible to process an exchange by mail. If you wish to change size or color, simply use our return portal to return your item for a full refund. You can then place a new order for the desired item.

How long will it take for me to be refunded for a return by mail?

Do I have to pay the shipping to return an item by mail?

The item I purchased is defective - what can I do?

What is your price adjustment policy?

For orders paid using Paypal, Sezzle or American Express

Pick-up in Store

Which stores are available for pickup?

Can I modify or cancel my pickup order?

How long will it take for my order to be ready for pickup?

How will I know that my order is ready for pickup?

How can I get an update on my pickup in store order?

What will I have to provide to the salesperson to pick-up my order?

Can I send someone else to pick up my order?

Buy now, Pay Later

What is Sezzle?

Sezzle is a payment solution that gives you the freedom to buy now and pay later - with no interest! When you place an order through Sezzle, our unique approvals system reviews your account to determine what sort of repayment plan we can offer. In most cases, it's 25% of the order total due up-front (also called your 'downpayment'or 'first installment'), with the remaining amount divided up across three more installments, each due two weeks apart. No interest, no up-front or hidden fees. In fact, as long as you pay off your installments on time, there are no fees at all!

How do I sign up for Sezzle?

How does Sezzle work?

Payment Methods

How can I pay for my online purchases?

Payments security

RUBINO, via Shopify, is certified Level 1 PCI DSS compliant. We [Shopify] are very serious about securely hosting your store and have invested significant time and money to certify our solution is PCI compliant. From annual on-site assessments validating compliance to continuous risk management, we work hard to keep our shopping cart and ecommerce hosting secure. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. The standard was created to increase controls around payment data to reduce fraud. All six PCI standard categories are covered : - Maintain a secure network - Protect cardholder data - Maintain a vulnerability management program - Implement strong access control measures - Regularly monitor and tests networks - Maintain and information security policy

Paypal Payment

If you choose to pay via PayPal, you will be redirected to their website to complete the purchase. The purchase amount will automatically be debited to your PayPal account. For more information, visit www.paypal.com. Rubino reserves the right to withhold any order for security reasons. In such cases, the affected customers will be notified. We also reserve the right to cancel an order if we are unable to verify the shipping and billing information, or if we believe that the customer has placed an order with the intention of reselling the merchandise.

Sezzle

Sezzle is a PCI DSS Level 1 certified compliant Service Provider organization. We recommend that consumers and merchants ensure they are working with a Level 1 certified compliant organization. Level 1 certification ensures that an external auditor has fully assessed the ability of the organization. PCI DSS is a comprehensive set of requirements created by the Payment Card Industry Security Standards Council to enhance cardholder data security and to ensure the safe handling and storage of sensitive customer credit card information and data. Sezzle secures and protects the cardholder data according to the current applicable PCI standard for the life of the data needing to be retained. Sezzle acknowledges these responsibilities as being the organization responsible for ensuring the safe handling and storage of sensitive customer credit card information and data for the Sezzle services.

Promotional Codes

How can I use my promo code online?

Why doesn't my promo code work?

If the promo code doesn't work, it could mean that your order doesn't qualify for the promotion. For example, it's possible that the discount code only applies for items that aren't in sales or vice-versa. Some brands and models can be excluded from the promo codes. It's also possible that the promotion expired. If you aren't sure about the reason why the promo codes isn't working, you can contact us and we'll clarify it for you. Send us an email at support@rubinoshoes.com or use our contact form at the bottom of this page.

Can I use my promo code in a RUBINO store?

Terms of use for promo codes

Promo codes can’t be exchanged for a store credit, nor can they be applied to past orders. A number of restrictions may apply to these codes. As a result: -Some products may be excluded. -Promotional offers are valid for a limited time only and cannot be combined with other offers unless its terms of use state otherwise. -A promotional code may only be used once, unless its terms of use state otherwise. -Promotional codes are not valid in RUBINO stores

Promotional exclusions

Gift Cards

Can I use my in-store gift card for an online purchase?

Can I buy a gift card for online purchases?

How do I pay with my e-gift card / store credit?

Browser Cookies

What are cookies?

HTTP cookies (also called web cookies, Internet cookies, browser cookies, or simply cookies) are small blocks of data created by a web server while a user is browsing a website and placed on the user's computer or other device by the user’s web browser. Cookies are placed on the device used to access a website, and more than one cookie may be placed on a user’s device during a session. Cookies serve useful and sometimes essential functions on the web. They enable web servers to store stateful information (such as items added in the shopping cart in an online store) on the user’s device or to track the user's browsing activity (including clicking particular buttons, logging in, or recording which pages were visited in the past).

Why are we using cookies?

We may use “cookies” to track your preferences and activities on the www.rubinoshoes.com website. Cookies may store a variety of information, including, the number of times that you access a site, registration information and the number of times that you view a particular page or other item on the site. The use of cookies is a common practice adopted by most major sites to better serve their clients

Can I block your cookies?

Most browsers are designed to accept cookies, but they can be easily modified to block cookies; see your browser's help files for details on how to block cookies, how to know when you have received cookies and how to disable cookies completely. You should note, however, that without cookies, some of the website's functions will not be available, and the user will lose some of the benefits of the site.

Customer Service

How can I contact customer service?

What is RUBINO shoes customer service hours of operation?

How can I find the nearest store to me?

Membership Benefits

Precision on the 10% discount

An additional 10% discount applies to your orders when you are a member. If an item is already on sale, the 10% discount applies in addition. If a promotion is in progress, flash sale, the 10% applies in addition to the promotion. Certain brands and models are excluded from member discounts. Here are the exclusions: Birkenstock, Blundstone, Converse, Dr. Martens 1460 for kids, Grains D'Espoir Classic, VANS, Michael Kors Premium, Timberlands, Sorel, UGG

90 Day Returns

180 Day Warranty

Free shipping

Payment method of Membership