We are disappointed that you feel that you need to return an item that you have purchased from our online store, although we understand that this is sometimes necessary. Please see below our returns policy and restrictions.
Ruby La La's policy for product returns, is that a full refund will be offered if the goods are returned within 14 calendar days of the original purchase. The goods must be returned in the original packaging, have the original labels attached and the goods must be in an 'as new' saleable condition. Following an inspection of the returned goods, a full refund for the goods will be applied to the original payment method used to make the purchase, excluding the delivery charges. The refund may take up to 7 days to show on your payment account.
Ruby La La, 6 Town Hall Buildings, The Borough, Farnham, Surrey, GU9 7ND
Refunds will not be made on goods which are returned in the following instances.
- Goods returned greater than 14 days since original purchase.
- Original labels not attached and goods not in original packaging.
- Goods which have obviously been worn, cleaned, have makeup damage/stains or smells.
- We unfortunately cannot refund the original delivery charge for goods purchased.
As Ruby La La is an independent business, we unfortunately cannot cover the cost of return postage for any items returned to us, therefore return postage charges will be the responsibility of the customer. We can also not guarantee receipt of posted goods, so we recommend that the customer should use recorded or tracked delivery with the appropriate delivery guarantee. You will receive a confirmation from us, when we have received your returned item.
Please note the following items are excluded from this returns policy: sale items, earrings, hats & hair bands/accessories and body suits. These items are non-refundable and cannot be returned or exchanged. This does not affect your statutory rights.
In order to return an item, a return request must be submitted from your Ruby La La account, by selecting the return request option. This request needs to include details of the item to be returned, the reason and the return action requested (refund/store credit etc.). Following a review of this request, you will receive instructions on the next step of the return process. Please do not return the item until you have received the return request confirmation and documentation to do so.