Faulty Or Damaged Items
Here at Ruby & Grace 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 and make it right. It 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.
We also want you to be happy with any purchase you make from us. We offer a 14 day return policy, which means you have 14 days after receiving your item to request a return for any other reason.
If for any reason you would like to return your item please contact us at email@example.com, let us know, your order no, what items you would like to return and the reasons for your return. We will provide you with a returns code and the address to send your items to.
To be eligible for a return, we ask that your item be in the same condition it was when we sent it to you. It needs to be unworn or unused with tags, in its original packaging and in saleable condition. We may also ask you for proof of purchase although in most cases we will just need your order no.
Items sent back to us without first requesting a return will not be accepted.
We would ask you to cover the cost of return postage to us. We recommend that you send the item via recorded delivery, retain proof of postage, insure the item for its full value and obtain proof of posting.
This ensures that you will be protected should your return packages become lost or damaged before reaching us.
You can always contact us for any return question at firstname.lastname@example.org
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
Once we have received the returned item and confirmed its condition we will notify and let you know if the refund was approved or not. If approved, you’ll be automatically refunded using your original payment method (where possible) within 3 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If the item you are returning means that your original order amount would not of been eligible for free shipping we reserve the right to deduct our postage costs from your refund amount.