We hope that you will be happy with all your orders from Ruby Soho, but in the case that you want to return or exchange an item, please follow the following guidelines.
You must notify us immediately if you decide to cancel your order preferably by email at firstname.lastname@example.org, quoting your order number and stating if the goods are faulty.
You can return any item for a refund or an exchange in size or colour within 14 days of receiving your order.
We cannot guarantee that we will be able to stop your order once we receive notice of cancellation as your order may have already been despatched. In this case your order will need to be returned to us.
Free returns are applicable to orders totalling £50 or more, only when returning the whole order. In this case, a pre-paid myhermes postage label will be sent to you to post any items back to us. For orders under £50 items can be returned at your own cost unless they are faulty, therefore see below.
Once we have heard from you that you wish to cancel your order within the stipulated time period we will refund or re-credit your debit or credit card with the full amount paid for the goods being returned within 7 calendar days of us receiving the returned goods. The refund amount will include the initial delivery charge if the full order is being returned; if only part of the order is being returned the delivery charge will not be refunded.
You must ensure that the goods are returned to us at our address given below at your cost within 14 calendar days from receipt, in good condition and unused, with labels still attached. We will not accept items that are stained with make-up, fake tan, perfume or deodorant, so please take care when trying on your items.
All goods will be inspected on return,
We have the right to refuse the refund of an item that does not follow the above guidelines, and in this case the item will be returned to you without a refund of purchase.
If you cancel a contract and you do not return the goods to us, we may recover the goods and charge you for the costs we incur in doing so. Similarly, if you return the goods at our expense, we may recover that expense from you.
A full statement of your legal rights under the Distance Selling Regulations may be obtained in the UK from your local Citizen’s Advice Bureau or Trading Standards Office.
You can return goods at your own cost by taking them to your local Post Office making sure you receive a proof of postage.
Goods should be returned in their original packaging if possible (in its original box if applicable), with the enclosed returns form you received with your order included and completed.
If you have mislaid your returns form, please contact us at email@example.com
All goods are your responsibility until they reach us, so please make sure that the parcel is packed properly before return.
Returns where Goods are faulty:
If you are returning faulty items please follow the above instructions and guidelines.
The goods must be unworn and in re-saleable condition. Garments must be free from makeup, fake tan and deodorant marks. Tags must also be intact. Shoes must only be tried on indoors.
If we conclude the goods are faulty or were damaged on route to you, we will refund you the full amount plus the cost of returning the item (if you have proof of postage and its cost) within 7 days of us receiving the item.
We try to select and package our goods as well as possible to ensure they arrive in good condition. However, if the goods arrive damaged or are not what you ordered, we will replace it free of charge or provide a full refund as appropriate, if you return the goods to us within 30 days of receipt.
Unless the goods are faulty or damaged, we are unable to accept cancellations or returns on pierced jewellery and underwear/swimwear if the hygiene seal has been removed.
Items must be returned to the following address –
37 Rosemary Gardens