Ruby's Charms returns
Information on what to do if there's a problem
You can return non-customised items within 7 days of purchase. They need to be returned unused and undamaged and we will be happy to exchange or refund.
Purchases made via our website are covered by distance selling regulations (with relevant exclusions for personalised or custom made items).
Sale items may only be exchanged during sale period.
Faulty or incorrect items
In the unlikely event that your item is faulty or is not the correct item, please let us know and return it for replacement or refund in full as per distance selling regulations - refund of your return postage is covered.
We regret that we cannot offer refund for customised items just because you have changed your mind, or do not like the result of any of the hand made processes - please make sure that you have read the item specifics for details about the item that you have ordered, and understand what is involved. As per distance selling regulations, customised items which have been engraved, embossed or stamped cannot be refunded unless they are defective or faulty.
If, after 21 days (UK) or 30 days (Worldwide) you have not received your item, please let us know and we will arrange a replacement (NOT A REFUND) - please note that sometimes however, especially for custom pieces, replacement may not be possible and a refund only will be offered.
If you need to return an item
Pack the items back in the parcel, include the paperwork and send it back to:
Ruby's Charms Returns
40 Dog Drove North
When returning items you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit.
A prompt refund of the price of the goods will be issued once all the information referred to above is received. The payment method used for the original purchase will be credited with the original price. If there are any problems with your refund, we will contact you immediately.
For all returns, except where the item is faulty or dispatched in error by us, you will be required to arrange and pay for the return of the products to us.
Need to know more?
If you've got any question that we've not answered, or if you need more information, please feel free to get in touch - Ruby loves messages.
(Unless of course you're trying to flog us something - Ruby hates spam, and you don't want to upset a Chihuahua)
Lincolnshire, United Kingdom