Returns Information

We always want you to love your Ruby & Grace purchase! If anything isn’t right, we’ll do everything we can to make it better.

Faulty Or Damaged Items

We always try our best to ensure that our products reach you in perfect condition, but in the event that you receive a damaged or faulty item, please let us know as soon as possible, so that we can evaluate the issue. It would be really helpful if you could include photographs where possible. It is really important to us that your experience with us is the best it can be, so we will do our best to resolve the issue to your satisfaction.

Other Returns

We want you to be happy with every purchase from Ruby & Grace. If you change your mind, you have 14 days from receiving your order to request a return.

To arrange a return, just email us at returns@rubyandgrace.com with your order number, the item(s) you’d like to return, and the reason.  We will provide you with authorisation and the address to send your items to. 

Please wait for confirmation from us before sending anything back — items returned without authorisation won’t be accepted.

To be eligible for a return, items must be unused, in their original packaging, with any tags still attached, and in saleable condition.

We kindly ask customers to cover the cost of return postage. We recommend using a recorded delivery service, keeping proof of postage, and insuring your parcel just in case it’s lost or damaged on its way back to us.

If you have any questions about a return, you’re always welcome to email us at customersupport@rubyandgrace.com.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, gift cards or items returned in an incomplete state, or without original tags and packaging. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

Once your return arrives and is checked, we’ll confirm whether your refund has been approved. If so, we’ll refund you to your original payment method within 3 working days. (Please allow a little extra time for your bank to process the refund.)

Postage Cost and Returns

Please note that as a small family business we are unable to refund postage costs unless the item is faulty or damaged and if your return means that your original order total drops below our free shipping threshold (£50), we reserve the right to deduct £3.95 (our original postage cost) from your refund. 

Thank you for your understanding.