RETURNS AND REFUNDS POLICY

30-day Returns and Exchanges

We want you to love your jewels and keep them forever. If for any reason you do not, our returns policy is here to make things simple. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We offer return for refund, exchange or store credit. Return shipping costs may apply, please visit the returns portal (link below) for details and costs. We also provide a lifetime warranty covering any faults.

Exclusions & Conditions

Due to current UK Health and Hygiene regulations, we cannot accept the return of pierced items, such as earrings, when they have been worn.

We do not accept returns on anything bought in our sample sale, last chance sale, any one of a kind, special edition or limited edition pieces, or any item that has been customised in any way or made bespoke for you.

To be eligible for a return or exchange, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You will need the receipt or proof of purchase. For online returns you will need the order number and email address that was used for the purchase.

Should we receive your returned item in a used condition or a condition unsatisfactory for retail as new, we may deduct a refurbishing fee from your refund in order to cover all costs of refurbishing or re-finishing the item such that it can be made available for retail as new again. Please note that our refurbishing fee is currently £40 per item. For items returned to us in good as new condition but with damaged jewellery boxes or pouches we may charge a £5 fee per box/pouch.

Refund Processing Time

Refunds may take up to 10 business days to fully process from the point of us approving the refund. This is due to payment provider procedures and is entirely out of our control.

Returns Portal

To start a return please visit our returns portal.

 

Returns of Faulty Goods

Within 30 days of delivery

Reporting faulty goods within 30 days of delivery falls within our regular returns and refunds policy. If you receive goods that you believe to be faulty please go through the returns portal, choosing "Faulty or damaged" in the reason for return and providing the required information. Provided this is within 30 days of you receiving your goods, you may return the goods free of charge for either a full refund or a replacement.

Lifetime Warranty

Faulty goods are covered - even beyond the normal 30 day returns window - by our lifetime warranty. Depending on the specific item and your location, we will either repair or replace it free of charge.

Exclusions & Conditions

For full details of our warranty, and what is or isn't a 'fault', please read here

Please note that items bought in our heavily discounted sample sales are not covered by our lifetime warranty. However, non-subsidised repairs and re-plating can still be arranged.

If an item is returned to us under the premise of it having a fault and upon receiving and inspecting the returned item we deem it to have not been properly cared for by you according to our care instructions, or to not contain any faults, then we reserve the right to refuse the refund and/or to deduct from the refund a £40 per item restocking fee and/or the full transit costs associated with the order and return. In this case the full transit costs amount to the price paid by Ruby Jack to the courier for both outbound and return shipments, along with additional import/customs costs that may have occurred, even where these costs have been provided as "free" or "covered" or have been subsidised by Ruby Jack as part of your order. This is only to ensure that Ruby Jack is not left at a loss from a customer not caring for their pieces properly, or not following the proper returns procedure.

EU Customers: Right of Withdrawal

Notwithstanding the above, if the merchandise is being shipped into the European Union or United Kingdom, you have the right to cancel or return your order within 14 days, for any reason and without a justification. This is known as a cooling off period or right of withdrawal. This right does not apply to any item that has been customised in any way or made bespoke for you. Conditions apply.

If your order has shipped or you have already received it, please use the button below.

If your order has not yet shipped and you wish to cancel, please reach out to us immediately at info@rubyjack.com