How can we help?



Will my bag be the exact same color as what I see online?

We hope it will be pretty close! Due to differences in screen settings and photography lighting, we cannot guarantee that the color you see online will be the exact shade of your Ruby Jade bag once it arrives. Take a peek at our Instagram to see the bags in different settings.

Tell me about the safety of your materials.

It is important to us to ensure our products are safe and free from harmful materials. The factory where our bags are produced complies with REACH Standards. Here are the materials that are NOT used in or on our bags: Lead, Phthalates, Flame Retardants, Polyurethane, BPA. Additionally, there is no PVC on the exterior of our bags. There may be a plastic insert sewn into the bottom to add structure, but this is not exposed. Our leather is chrome tanned, but we use Chromium 3 or less. Chrome 6 is the bad one, and we don’t use it.


I just saw a post on social media that you guys are running a sale, discount, or promotion on an item I just purchased! Can you apply that promo to my order?

Possibly! If your order was placed within the timeframe of the sale, discount, or promotion, we may be able to apply it to your order. To be fair to all of our customers, we do not apply sales, discounts, or promotions to orders placed before the date that an offer started, or to other previous orders. Please email with your original order number if your order was placed within the timeframe of the discount.

Help! I forgot my password!

No worries! Look at the top right-hand corner of our web page (or look for the little menu icon on mobile) for the mini shopping bag. Inside the mini shopping cart there is a link that says “Sign In.” Click on that, and then hit the “Forgot My Password” button below the Login box.

When will my order arrive?

We are so excited about your purchase with us, and we look forward to you receiving your items as soon as possible! 

To avoid any confusion, please read the following carefully:

Once you have placed your order, please allow 24-48 hours for processing. Orders ship the next business day after processing. 

Please allow an additional 24-48 hour approval time frame to the initial shipping estimate for Klarna orders. Klarna orders must be approved before they begin processing.

International orders normally arrive in about 2-3 weeks after processing. Please note that customs fees will be collected at the time of delivery. 

We offer the following options for shipping:

FedEx Ground - Delivers in 3-5 business days after processing (*Free for orders over $100)
USPS Priority - Delivers in 1-3 business days after processing for an additional fee
UPS 2nd Day Air - Delivers in 2 business days after processing for an additional fee
UPS Next Day Air - Delivers in 1 business day after processing for an additional fee

Please keep in mind that we cannot guarantee the arrival of your order within the time frames listed above. Once your order is processed and in the hands of the carrier, please reach out to them with questions regarding the service you selected, and their commitment to providing that service in a timely manner, should you encounter any delays. 

Once your order ships, you will receive an email with shipping confirmation and tracking number. Weather delays and holiday demands can affect the time it takes for orders to arrive. Please order early to avoid the possibility of items going out of stock or arriving later than expected. 

As always, feel free to reach out to us with any questions about shipping. All you need to do now is eagerly anticipate the arrival of your lovely Ruby Jade!


What is your Warranty Policy?

Ruby Jade warrants against manufacturer’s defects for up to 1 year after date of delivery for the original order. If the item cannot be repaired, we will replace it with the same style and color of bag. Replacement bags are covered under the 1 year warranty from the date of delivery for the original order; the 1 year warranty does not renew at the date of delivery of the replacement bag. If the item cannot be repaired or replaced, we will issue a Store Credit for use on our website in the amount of the original purchase. Please note that irreparable items will not be returned.

To help our customers understand what is NOT covered under our warranty, here is a helpful list:

Leather Wrinkles: full-grain leather is a natural hide that comes from a cow, and sometimes there are natural marks that come from the cow's environment. We view these variations as the natural beauty and uniqueness of the leather, and absolutely normal. Wear and Tear: As you journey through every season of life, bumps and scrapes will inevitably happen...and your Ruby Jade is no exception! Accidents happen but are not covered under warranty. Intentional misuse or abuse is also not covered by our warranty.

If a warranty claim is made within the first 30 days from the date of delivery for the original order, Ruby Jade will provide a return shipping label and ship a replacement bag at no cost. Items returned under our warranty policy for refund must be in "unaltered and reflect limited use condition.”

If a warranty claim is made within the first 90 days from the date of delivery for the original order, Ruby Jade will cover the cost of repair and shipping both ways. For warranty claims made after 90 days from the date of delivery for the original order, the customer is responsible to pay for shipping cost to our repair center and Ruby Jade will cover the cost of any repair and return shipping. Customers are responsible for all return shipping costs for warranty claims made on final sale and outlet merchandise 

If your product falls outside of our warranty period, please feel free to contact us with support related questions.

To start a warranty claim, contact our Customer Service team at Email any supporting photos of the problem along with your order ID number to help us take care of you quickly.

What is your Returns and Exchanges Policy?

We accept returns for refund or exchange up to 30 calendar days from the date of delivery for the original order. Items returned for refund or exchange must be in "new, unaltered and unused condition.”

Outlet purchases are final sale and are not eligible for returns or exchanges unless otherwise stated on the product page at the time of sale. 

What makes a bag new and unused? When you receive a bag from Ruby Jade, we encourage you to “try it on." Unwrap it, test pack it, play with the backpack feature, look it over, wear it while you strut your stuff down the hallway and put a fashion show on for your friends or family. Just don't get it dirty or haul it around town for a day of running errands!
Bags that have clearly been used are not eligible for refund or exchange and will be returned to you.

We know it’s difficult when you can’t see or feel your bag “in person” before you buy. However, if you are returning or exchanging the bag because you don’t like the color, size, or style, you are responsible for the cost of shipping it back to us. It’s part of the cost of doing business online, and we appreciate your understanding! 

Also, note that any item received as a free promotional gift with your original purchase will need to be returned along with your bag. If you would like to keep this item, the retail cost of that item will be deducted from your refund when your bag has been processed.

Only items purchased directly from or one of our official sales channels are eligible for returns or exchanges. Returns for exchanges or refunds must be initiated by the original purchaser.

To return or exchange an item, please send an email to to obtain your RMA # ,return instructions and the correct return address.

Any packages returned COD without proper return documentation from Customer Support will be returned to the sender.

During the busy holiday season, purchases made from November 15th - December 31st will have an extended return/exchange window, and they can be returned or exchanged until January 31st.

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