Frequently Asked Questions
COVID-19 and what we’re doing
Here at Ruma, our team and our customers are just the best; they’re like family to us, so that’s how we treat them. Your health, safety and welfare are our number one priority. We closely follow advice from Government and health bodies such as WHO and the NHS to ensure we all stay safe, which means for many of us working from home. Our warehouse and delivery teams are working to social distancing rules, including a new one-way system and a strict hygiene policy. It’s not been easy, but our team step up time and time again, and are getting on with picking, packing and delivering your orders safely.
We’d love you to continue shopping at Ruma. Our complete focus is on delivering inspiration for your home, at great value and with our fabulous customer service. You can shop in comfort wherever you are; whether that’s sharing the sofa with a loved one, at your home office desk, on your multipurpose dining table, or wherever takes your fancy, when you want to have a browse or treat yourself.
We’re here to answer any of your queries or questions you may have so you can call us on 0330 433 9899 or send an email to email@example.com . Here are some of the questions we get asked most often:
How do you keep to social distancing guidelines when delivering?
Our delivery services are all non-contact, so whether you’re self-isolating or working from home, our teams are well versed in ensuring all your precious orders are delivered to you safely, and following social distancing guidelines.
Orders and How to Pay
Can we still place orders with Ruma?
Yes, you can still order, please do - you will keep our warehouse team busy with your orders. Thank you.
I’ve placed an order, but haven’t received my confirmation email?
This can happen, although it shouldn’t! Please check your Spam folder just in case. If it’s not in Spam, then why not give it another 30 minutes, and if you still haven’t received anything, drop us an email with your order number, or if you don’t have that your name and address and what you’ve ordered. It has been known for some of us to type in the wrong email address, we all get tired, interrupted or fed up with online retailers demanding we enter our precious email addresses exactly as they are, just one digit out and that’s it! Again, no problem, please get in touch and we’ll update your order.
How do I Pay?
My payment’s been refused!
How rude! Those clever people at the banks have all sorts of fancy credit checks in place to keep you safe, but sometimes this means our card just doesn’t work. If you can’t try another one, give us a call on 0330 433 9899 and we’ll try to help you.
Delivery – what are my choices?
For those who like a nice simple table, here it is
|Delivery option||Courier||Delivery to||Delivery timescale||Cost|
|Standard UK||DHL||UK Mainland||2-3 working days||£5.00|
|Next Working Day*||DHL||UK Mainland||Next working day||£10.00|
|Weekend**||DHL||UK Mainland||Saturday only||£15.00|
|Large Item UK||Various||UK Mainland||5-7 working days||£25.00|
|Standard Other||Various||See Below***||5-7 working days||£20.00|
|Large item Other||Various||See Below***||5-7 working days||£50.00|
For more information, see our Delivery page.
More help on our products?
We love our products and try to get all the info we think you’ll need across in our descriptions and imagery. Sometimes you just need to chat to someone to make sure it’s the right one for you. One of our friendly team in Customer Support will be delighted to talk product with you, you can call them on 0330 433 9899 or use the Chatbox. If it’s late at night or on a weekend, drop them an email at firstname.lastname@example.org and they’ll get back to you as soon as they can.
Did someone say promotion code?
Ok from time to time when our marketing people feel the urge, they’ll do something super special for our Customers and give them a bit of a freebie. Just enter the super special secret code you have at your fingertips at checkout (BASKET) and see the kindness of our marketing team unfurl like butterflies dropping gifts of kindness.
Help, I need to change something on my order
Call us on 0330 433 9899 as soon as you can if you want to add an item. We’ll try our hardest as this is super news for us.
Email us at email@example.com if you need to amend your name, address, phone number and we’ll again try our best to sort that for you. If the warehouse team have had their oats and your order’s left us and is on its way, we’ll get in touch with the delivery drivers.
Can I order something that’s out of stock?
We hate it when our Customers want something and we’ve sold out – although the good thing is that it shows how popular our products are! There are a number of options here; on some products we have an ‘Email me when back in stock’ message, some others we’ll take you order, as you will have seen the expected delivery date and deemed it worth the wait.
Delivery & Returns
How long will my delivery take?
Generally, 2-3 working days (that means Monday to Friday) or you can pay a bit extra and for Next Day or Weekend delivery.
I’ve only received part of my order, where’s the rest of it?
If this happens and it’s not clear on your email, give us a call on 0330 433 9899 or drop us an email at firstname.lastname@example.org and we’ll check up on it.
You’ve sent me an email saying my order’s dispatched, but it’s still not here?
We know our Customers can’t wait to get their orders, but if you have waited longer than expected, and there’s still no sign of anyone knocking on your door shouting RUMA DELIVERY, then give us a call on 0330 433 9899 or email us at email@example.com and we’ll sort it out pronto!
My item is faulty, incorrect, or just not what I expected?
Oh no, this is our worst nightmare, we’re so sorry! We ask you to keep stuff like the original packaging, delivery notes that sort of thing so when you return it, we can process it tout suite and get your money refunded or organise a replacement. Here’s a link to our returns policy which has all the details and some boring but necessary stuff in there too. Returns & Refunds.
Still need some help?
We’ve tried to think of everything you might be thinking of, if we haven’t, our Customer Support team are at the end of the phone to help. Call them on 0330 433 9899 or if you haven’t time for a chat, drop them an email at firstname.lastname@example.org. You can of course write to us at:
Please give us a little time to get back to you, we try our best to do it speedily. If it’s late at night or on a weekend, we might be up to something else, so will respond as soon as we’re back at work. By the way, these are our opening hours (officially):
Monday to Friday 08:15-17.00hrs