Refunds & Returns
Returns, refunds, and other exciting admin.
If something is wrong, you changed your mind, or the size is not what you hoped for, this page explains how returns and refunds are handled without making it sound like a hostage negotiation.
Most Ruby Avenue items are made to order, but that does not mean you are left stranded if something goes wrong. If you are unsure about anything, email paul@rubyavenue.co.uk or call +44 28 4385 1326 before sending anything back.
Returns Contact Details
Use these details first.
Include your order number and the reason for the return so the right instructions can be given first.
For customer service and return-related questions. Email is still best for anything involving photos or longer explanations.
Pomeroy
Dungannon
BT70 2RZ
Northern Ireland
Do not send returns without contacting Ruby Avenue first so the correct return instructions can be confirmed.
Change Of Mind Returns
The basic rule.
Request window
You must contact Ruby Avenue within 14 days of receiving your order if you want to return it.
Return window
Once your return is agreed, the item must be sent back within 30 days of delivery.
Condition
Items must be unworn, unwashed, and returned in resaleable condition. Tried on is fine. Worn for the weekend and then posted back is not.
Return postage
The customer pays return postage for standard change-of-mind returns unless the item is faulty, incorrect, damaged, or not as described.
Please contact Ruby Avenue before sending anything back. Returns sent without contact first may take longer to process, which is boring for everyone involved.
How It Works
Three steps. None of them mysterious.
Contact first
Email paul@rubyavenue.co.uk or call +44 28 4385 1326 within 14 days of delivery and include your order number plus the reason for the return.
Send it back
Return the item within 30 days of delivery, unworn and unwashed, once return instructions have been provided. A tracked service is recommended unless you enjoy parcel mystery novels.
Refund issued
Once the item is received back and checked, the refund is processed as quickly as possible. Payment providers may take a few extra days to show the money back in your account.
Faulty, Incorrect, Or Damaged Items
If the problem is on our side, that is different.
If your order arrives faulty, damaged, incorrect, or not as described, get in touch as soon as possible with your order number and clear photos of the issue.
Those cases are handled separately from change-of-mind returns because they are not the same thing. If the issue is confirmed as a genuine fault, damage, or fulfilment error, Ruby Avenue will work with you on the appropriate fix. That may mean a refund, replacement, or another solution depending on the problem.
This policy does not affect your statutory rights.
Made To Order Items
Made to order, not made to confuse you.
Most Ruby Avenue items are made to order, which means they are produced after you buy rather than pulled from a massive stockroom. Standard designs can still be returned under this policy if they meet the return conditions above.
Personalised, customised, or specially altered items may be treated differently. If a product has specific return limits because it is personalised or custom-made, that will be made clear on the product page where relevant.
Exchanges
Not automatic. Case by case.
Exchanges are not guaranteed as a standard option and are handled case by case. That is partly because most items are made to order, and partly because guessing a size and hoping for the best is not the same thing as a production error.
If you need a different size or want to discuss options, contact Ruby Avenue first and the specific order can be reviewed properly. Sometimes it is straightforward. Sometimes it is not. Honesty is easier than pretending otherwise.
Quick Answers
The common questions.
Do I have to pay return postage?
Yes, for standard change-of-mind returns. If the item is faulty, incorrect, damaged, or not as described, that is handled differently.
How fast is the refund?
Refunds are processed as quickly as possible once the returned item is received and checked. Your bank or payment provider may take extra time to show it.
Can I return something because I ordered the wrong size?
You can contact Ruby Avenue within the return window, but exchanges are not automatic and are handled case by case. The Size Guide exists for a reason.
What if I just changed my mind?
That is fine, as long as you contact within 14 days of delivery and return the item within 30 days in unworn, unwashed condition.
Can I return a made-to-order item?
Standard Ruby Avenue designs can be returned under this policy if they meet the return conditions. Personalised or customised items may have different return rules where stated.
Should I send the item back straight away?
No. Contact Ruby Avenue first so the correct return instructions can be confirmed before anything is sent back.
Need Help First?
Check these before emailing.
For sizing questions, read the Size Guide first. For delivery questions, read the Shipping Policy. For brand info, see About Ruby Avenue. If you still need help, email paul@rubyavenue.co.uk or call +44 28 4385 1326.
