We are disappointed to hear that you wish to return an item, purchased from our online store, although we understand that this is sometimes necessary. Please see below our returns policy.
Ruby La La's online return policy, is a full refund, 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' sale-able 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, 4 The Borough, Farnham, Surrey, GU9 7NA
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, unfortunately we are unable to cover the cost of return postage. Therefore, return postage charges will be the responsibility of the customer. We are also unable to guarantee receipt of posted goods, so we recommend that the customer 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: Earrings, hats & hair bands/accessories, face masks, skins care products and bodysuits. These items are non-refundable and cannot be returned or exchanged. This does not affect your statutory rights.
In order to return an item, please submit a return request, from your Ruby La La account, by selecting the return request option. Please include details of the item to be returned, the reason for the return 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. Thank you.