FAQ

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Online Orders and Shipping

HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORDER ?

The processing delay varies from 1-7 business days and the shipping delays may vary from 2-10 business days*.

*Please note that due to the high level of orders and the additional measures we have put into place to protect our employees in the context of the COVID-19 pandemic, processing and shipping delays may vary.

DO I PAY FOR THE SHIPPING FEES ?

RUBINO currently offers FREE SHIPPING !

DO YOU DELIVER WORLDWIDE ?

Please note that as a result of Customs and Tariffs, we do not ship outside of Canada.

HOW CAN I GET AN UPDATE ON MY ONLINE ORDER ?

To get an update on your online order, write us at support@rubinoshoes.com and someone from our team will get back to you !

WHY WAS MY ORDER CANCELED ?

1 – The item you have selected might be out of stock. We are sorry for the inconvenience.

2 – Shipping and billing addresses must be valid Canadian addresses and your billing address must match the exact location where your credit card bill is sent. Should one of these two conditions not be met, your order will be canceled automatically.

Return Policy

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, exchange, or a store credit. We will refund on the same method of payment as for your purchase. These conditions need to be respected:

- 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.

LIQUIDATION MERCHANDISE 

Items bought at LIQUIDATION price are non-refundable and can only be exchanged or returned for a store credit within 10 DAYS of the purchase date if these conditions are respected:

- 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

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. Click on this link to locate the nearest RUBINO store: https://rubinoshoes.com/pages/store-locator

If you wish to exchange a product purchased online, please visit one of our branches. We do not proceed with exchanges by mail, but only with refunds. Therefore, if your return concerns a product bought at LIQUIDATION price, which is non-refundable, you must go to one of our branches to proceed with an exchange or obtain a store credit in the form of a gift card. If you make the return by mail, we will issue a credit in the form of a virtual gift card that can be used on our website.

Return by mail

If you wish to return an online purchase by mail, please fill in the form found below.We will send you a return label if your return request is made within the prescribed delays.

Once we receive your package and the inspection is approved, the refund will be treated within 3-10 business days. During inspection, these conditions need to be respected:

- The item must be unused and in the same condition that when you received it;

- Theitem must be in the original packaging which has not been damaged or altered.

No sticker nor label isto be found on the original packaging. The box must be in a protective bag or box for shipping. 

RUBINO reserves the right to refuse any return sent after the prescribed delay or if one of these conditions is not met. In such case, the cost of returning the item by mail, the case may be, is the responsibility of the customer.

CLICK HERE FOR THE RETURN FORM

HOW LONG WILL IT TAKE FOR ME TO BE REFUNDED FOR A RETURN BY MAIL ?

Once we have received the item(s) you wish to return and have approved the refund, you will receive a refund confirmation email. Following this notification, please allow 2-10 business days before you can see the refund on your credit card statement.

DO I HAVE TO PAY THE SHIPPING TO RETURN AN ITEM BY MAIL ?

We offer FREE SHIPPING for returns on all online orders !

THE ITEM I PURCHASED IS DEFECTIVE – WHAT CAN I DO ?

If an item is defective within a 90 DAYS of the purchase date, and that the defect does not result from normal wear and tear or abusive usage, we will exchange or repair the item without any fees. A proof of purchase is mandatory for this guarantee.

Pick-Up in Store

WHICH STORES ARE AVAILABLE FOR PICKUP ?

All our stores are available for pickup ! You can locate the one nearest to you by using this tool :

Find a store

CAN I MODIFY OR CANCEL MY PICK-UP ORDER ?

Unfortunately, no. However,when you pick up your order in store, you will be able to proceed with an exchange or return, in accordance with our return policy.

HOW LONG WILL IT TAKE FOR ME TO RECEIVE NOTICE THAT MY ORDER IS READY TO BE PICKED UP IN STORE ?

It depends on the availability of the item(s) you have selected in the store you have chosen for pickup. The delays therefore vary from 0-7 business days.

HOW WILL I KNOW THAT MY ORDER IS READY TO BE PICKED UP IN STORE ?

You will receive an email notification as soon as your order is ready to be picked up in store.

HOW CAN I GET AN UPDATE ON THE STATUS OF MY ONLINE ORDER FOR A PICKUP IN STORE ?

To get an update on your online order with in store pickup, write us at support@rubinoshoes.com and someone from our team will get back to you !

I RECEIVED NOTICE THAT MY ORDER IS READY TO BE PICKED UP IN STORE. WHAT WILL I HAVE TO PROVIDE THE SALESPERSON ?

Make sure you bring a proof of identity and that you have your online order number on hand.

CAN I SEND SOMEONE ELSE TO PICK UP MY ORDER ?

The only person who can come and pick up an online order in store is the person who placed the order. Make sure you bring a proof of identity and that you have your online order number on hand.

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