We want your online purchases to be a pleasant and hassle-free experience. If you are unsure of an item as regards sizing or styling before you purchase online, please do not hesitate to contact our staff using any of our contact methods beforehand and they may be able to help you in advance of a purchase.
Cancelled Orders by Us
Occasionally due to stock issues we may have to cancel items within your order because we are unable to fulfil them. In this case we will not have charged your card at this point, so the order will be voided, and the original card authorisation reversed. This should not result in any charge to your card. Please note that some banks display authorisation requests on cards on their online banking, but this is not a debit from your account.
If for some unfortunate reason you need to return your item, please follow the steps below to do this:
- In your delivery you will have received a delivery note, in which there is a form for returns. Please complete this form and include with any returned items
- The item must be in re-saleable condition and returned to the store within 7 days of receipt of delivery.
- All return items must be unworn, unwashed with tags in place, and with order number or proof of purchase.
- We cannot guarantee return of item so please we strongly encourage you send it via courier or tracked post. Should any uninsured items be damaged during the returns process please note that you will be responsible for them.
- We ask that you return your item in the RubyNu packaging provided as it will help to protect the item and prevent damage in transit.
Where the conditions above have been met, we will refund your card within a maximum 3 days of receiving your item**. The refund can only be made to the same method on which you originally paid. Your bank may take additional time to process the refund and we have no control over this; hence we advise you to allow up to 7 days from goods being received to seeing the refund on your account. If this has not occurred within this period, please contact us immediately.
**For items purchased instore in our boutique on Park Street, we are happy to exchange the item or issue a credit note but cannot offer a refund.
*Please note that sale items cannot be returned or exchanged, they have been reduced in price for this reason
These conditions do not affect your statutory rights.