Returns Policy

Money Back Guarantee

Ruby & Oscar offers a 30 day money back guarantee. If all or part of your order is to be returned to us, please ensure each item is unused and complete with all tags attached where tags were included.


All items are inspected upon return by our Returns team. Returned jewelry must be unworn and not modified or altered. Removing the attached tag or wearing the jewelry is your acceptance of the item. Items that have been engraved, inscribed or otherwise altered cannot be returned under our policy. Please note that any items resized by Ruby & Oscar upon request are a custom order and are therefore non-returnable.

If any items are found to have been worn or damaged without prior notice, the refund request will be cancelled and the item returned to the customer.

An exchange, replacement or repair can take up to 10 business days from the day we receive your item. We will be in contact within this time to let you know when your jewelry has been dispatched.

In the unlikely event that there is a defect with your jewelry when you receive it, you may return it to us within 30 days of receipt of the goods.

For hygiene reasons, we do not accept the return of earrings, if the tamper proof packaging has been removed. This does not affect your statutory rights if the earrings are defective upon receipt.

Rings from our Prestige range cannot be returned.


If for whatever reason you are unhappy with your purchase and would like a full refund under our money back guarantee, you must notify us within 30 days of receipt of the goods. All returns must be actioned within 5 days of receiving the returns form.

To initiate a return, you must contact our Customer Service team by either telephone, live chat, email or a contact form, and provide the following information:

  • Full name or email address on the order
  • Order number
  • The reason you would like to return the item

If you initiate a return by email or a contact form, our Customer Service team will get back to you within 2 business days.

There will be no restocking fee. Any free promotional items must also be returned unworn if the accompanying item is to be returned for a refund. A refund cannot be granted on an item that has been agreed for an exchange under special circumstances (e.g. without tags). In this case, another exchange may be available.


Ruby & Oscar offers a Lifetime Guarantee with all Ruby & Oscar items, which covers any manufacturing faults or defects.

If your jewelry becomes faulty or damaged outside of the 30 day money back guarantee as a result of a manufacturing fault or defect, we will have the item replaced for you free of charge. Please note that the Lifetime Guarantee does not cover wear and tear or accidental damage.

If the fault occurs outside of the 30 day money back guarantee period and the item is out of stock, a refund cannot be issued. The item will need to be exchanged for a like-for-like alternative item at a similar price. If there is an additional cost, a payment link will be emailed to you before the alternative item is shipped.

We are unable to sell single earrings, therefore in the event an earring is lost, a new pair would need to be purchased. If one earring is faulty, both earrings would need to be returned, and the pair will be replaced under our guarantee.


Mistakes happen, and buying jewelry that fits is not always straightforward. If your item is the incorrect size, please contact our Customer Service team who will be happy to advise you on how to proceed.

In the case of some resizes, a small charge may be applicable. You will be made aware of this by our Customer Service team and a payment link will be emailed to you.

Please note that any items resized by Ruby & Oscar upon request are a custom order and are therefore non-returnable.

Return Postage

Goods which are not damaged or faulty and are returned to us in resalable condition must be returned at your expense. We cannot take responsibility for items damaged or lost in the return transit, and therefore we recommend using an insured postal service or courier. It is your responsibility to ensure goods arrive with us. Please keep the postage receipt until we have confirmed that the item has arrived with us safely.

If there is an issue with the returned item, our Customer Service team will contact you by email advising you of the issue and the next steps.

If the item to be returned has a defect or is damaged on arrival, and is being returned for a replacement item, we will cover the postage costs by way of a returns postage label or reimbursement for the cost of postage.

We will cover shipping up to a maximum of £20 GBP / $25 USD / €25 EUR / $35 AUD / $45 NZD / $35 CAD.

It is your responsibility to ensure goods arrive safely with us. International postage may take longer to reach us, but we will honour the return as long as the item is posted within the 30 day timeframe, regardless of how long it takes to arrive with us.

Effective from 02/08/2024, our terms and conditions have been updated. If you made a purchase before this date, the terms and conditions in place at the time of purchase apply to your agreement. We will uphold the previous terms and conditions for your convenience. Your statutory rights remain unaffected.