FAQ
Who are Frankie and Ruby?
Frankie and Ruby is the name of our business which was first established in 2011, a dress agency and personal styling business based in leafy Berkshire. Victoria runs the business, and it was named after her two daughters!
Where do the clothes come from?
As a traditional dress agency we accept items for sale from our clients to a strict standard. We then sell those items on behalf of the seller and share the profits from the sale with them. Because the items are pre-loved from our sellers, we only have one of everything, so sometimes you might be interested in something and then it is sold to someone else and is no longer available.
Can I sell my unwanted clothes through you?
At the moment, we are not accepting new sellers, but as and when this changes we will update the site with details of how to become a seller with Frankie and Ruby.
What happens to items you don't sell?
If we can't accept certain items for sale, or if we have been unable to sell an item for a seller, the seller can elect to either have the items returned to them, or for us to donate them to charity on their behalf.
How long does it take to order something?
When you place an order, we aim to dispatch it within 48 hours. For standard delivery, we use a courier who has a delivery timescale of 3-5 days, and for express delivery, we use a 48 hour system. All deliveries are made using a trackable service, so you can see the status of where your parcel has got to. If you are local to Newbury, you can opt for our collection service, where you can collect your purchases from our address at a mutually convenient time.
Do you sell elsewhere?
We sell through Facebook (www.facebook.com/frankieandruby), and occasionally on eBay. We also run regular pop up shop events locally in Newbury, please check our facebook page for details of when these are on (currently on hold).
What happens if I don't like something or it doesn't fit me?
We want you to love your purchases from us! We have been very careful to photograph our items from different angles and in different light so you can get as clear an idea as possible of the colour, print and texture of the fabric. We also measure across the bust, on all tops and dresses, and around the waist on all skirts and trousers, as well as the length from the shoulder of all items. Please check the photographs carefully before committing to purchase to be sure the item is what you're looking for and that the measurements will fit you.
If when it arrives it doesn't fit, or you don't like the colour or style, you can return the item, and return postage is payable by you. In the first instance, email info
What about the quality?
The majority of our items are pre-loved (although this can often include items that are new with the labels still attached). We ask our sellers to only offer us nearly new items, and we inspect every item before putting it on the site for sale. Sometimes there may be a minor mark or default which doesn't detract from the item - we always list these in the description and reflect it in the price of the piece. If you receive something and we have overlooked a defect, you are of course entitled to return it to us for a full refund, including the cost of return post.
What if I have a question not covered here?
If you have a question regarding an item on the website, deliveries, or returns, please email info@frankieandruby.co.uk. For anything else, please direct your query to victoria@frankieandruby.co.uk.