Money Back Guarantee & Returns Policy
Our Extended Christmas Returns Policy is now in place.
We want you to have a relaxed Christmas shopping experience, so we've extended our returns policy to Friday 10th January 2020. During this extended period, if for whatever reason you or the recipient are unhappy with all or part of your purchase, your order may be returned as per our usual policy.
Ruby & Oscar offer 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.
Returned jewellery must be unworn and not modified or altered. Removing the attached tag or wearing the jewellery is your acceptance of the item. Items that have been engraved, inscribed or otherwise altered cannot be returned under our policy.
Please note that an exchange, replacement or repair can take up to 14 working days from the day we receive your item. We will be in contact within this time to let you know when your jewellery has been dispatched.
In the unlikely event that there is a defect with your jewellery when you receive it, you may return it to us within 30 days of receipt of the goods.
Please contact us via telephone or by using one of our contact forms if you wish to return any items. Our Customer Services team will respond to your query promptly to arrange a return.
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.
Please contact us by telephone or by using one of our contact forms. Our Customer Services team will respond to your query promptly to arrange a return. We will issue a full refund to the credit/debit card used for the original purchase of the item(s). 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.
Mistakes happen and buying jewellery that fits is not always straightforward. If you order an incorrect size we would be happy to exchange the item for you.
In some cases this may incur a small resizing fee (this is only to cover our own costs). It is possible to resize every ring, but for other items please contact us as it may not be possible to resize the item through our workshops.
As soon as we receive your returned item we will begin to process the exchange and keep you informed each step of the way. Please make sure you read all the product information to determine whether or not you have the correct size before trying the jewellery on. If an item has been worn or shows signs that the item has been used then it may not be possible to return it to us.
If you would like to exchange your jewellery for a different item of the same or higher value, please contact us within 30 days from receipt of the goods.
You can contact us by telephone or by using the contact form prior to return. Our Customer Services team will respond to your query promptly to arrange return of the goods. You can then make an additional payment for the exchange if there is an extra amount to pay. In the event of a general exchange it is your responsibility to ensure goods arrive with us safely and in brand new, unused condition. Goods are to be returned at your expense.
We have an estimated time of 10 working days from your goods being received and processed until you receive the exchanged item.
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 (e.g. Royal Mail Special Delivery) or courier. It is your responsibility to ensure goods arrive with us.
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 an immediate refund to the credit/debit card or PayPal account used for purchase.
For UK customers we recommend Royal Mail Special Delivery. For customers outside of the UK we will cover shipping up to a maximum of £25 GBP / $40 USD / €35 EUR / $40 AUD / $50 NZD / $40 CAD. Again, it is your responsibility to ensure goods arrive safely with us. For obvious reasons 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.