Refunds & Returns
Changed your mind? Something arrived wrong? Start here.
Returns do not need to become a six-email investigation. The process depends mainly on whether you have simply changed your mind or whether something is actually wrong with the order.
Whatever the reason, contact Ruby Avenue before sending anything back so the correct return instructions can be confirmed first.
The surprisingly uncomplicated version
Contact.
Return.
Sorted.
Contact Within 14 DaysFor standard change-of-mind returns
Return UnwornTrying it on is absolutely fine
Made To OrderStandard designs can still be returned
Something Wrong?Faults and errors are handled separately
Change Of Mind Returns
The basic rule.
Ordered the wrong size, changed your mind or discovered that apparently you did already own enough black T-shirts? Standard Ruby Avenue items can be returned subject to the conditions below.
01 / Tell Us
Contact Within 14 Days.
Tell Ruby Avenue within 14 days of receiving your order that you want to return it. You do not need an elaborate explanation. Your order number is considerably more useful.
02 / Condition
Unworn & Unwashed.
You can try the garment on as you would in a shop. It should be returned clean and in resaleable condition. Wearing it out for the weekend is a slightly different experiment.
03 / Return Postage
Change Of Mind = You Send It.
For a standard change-of-mind return, the customer is responsible for return postage unless Ruby Avenue agrees otherwise. Faulty, incorrect or damaged orders are handled differently.
How It Works
Three steps. None of them mysterious.
Please do not send a mystery parcel back without contacting us first. It makes everybody’s life needlessly more interesting.
01 / Contact First
Tell Us What Is Going On.
Email paul@rubyavenue.co.uk or call 07584 188337. Include your order number and whether it is a standard return or there is a problem with the item.
02 / Send It Back
Follow The Return Instructions.
Once return instructions have been confirmed, send the item back within the applicable return period. Ruby Avenue’s standard policy allows eligible returns to be sent back within 30 days of delivery.
03 / Refund
Then The Money Heads Back.
Once the return has been received or valid evidence of return has been provided, the refund is processed within the applicable timeframe. Your bank may then take a few extra days to display it.
Faulty, Incorrect Or Damaged
If the problem is on our side, that is different.
If your order arrives faulty, damaged, incorrect or not as described, contact Ruby Avenue as soon as possible with your order number and clear photos showing the problem.
These cases are not treated as ordinary change-of-mind returns. Once the issue is confirmed, the appropriate remedy may include a replacement, repair, refund or another suitable solution depending on the circumstances and your legal rights.
What to send us.
Your order number
So we can find the right order without archaeological work.
Clear photos
Show the fault, damage, incorrect item or anything that does not match what was ordered.
A brief explanation
Tell us what is wrong and we will work out the appropriate next step.
Made To Order
Made to order does not mean no returns.
Most Ruby Avenue clothing is produced after you place an order rather than being pulled from shelves of pre-printed stock.
However, a standard Ruby Avenue design ordered in one of the normal listed garment, size and colour options can still be returned under this policy where the normal return conditions and your applicable legal rights allow.
Custom is different.
Standard Ruby Avenue designs
Normal return and cancellation rules apply where eligible.
Personalised or genuinely custom-made items
Goods made specifically to your individual specification or personalised for you may not have the same change-of-mind cancellation right.
If any special return limitation applies to a personalised or custom product, it will be made clear where relevant. Your rights regarding faulty, damaged, incorrect or misdescribed goods are not removed.
Refunds
How and when you get your money back.
Eligible refunds are returned using the original payment method unless another method is expressly agreed.
For an eligible online cancellation, the refund will be made without undue delay and within the legally required timeframe — generally no later than 14 days after Ruby Avenue receives the returned goods or receives evidence that they have been sent back, whichever applies first.
Where required by law, any standard outbound delivery charge you paid will also be refunded. If you chose a more expensive delivery upgrade, any refund of delivery costs may be limited to the standard delivery amount.
If a returned item has been handled beyond what is reasonably necessary to inspect or try it on and its value has been reduced, an appropriate deduction may be made where legally permitted.
Payment providers and banks can take additional time to display a completed refund. Sadly, pressing refresh harder has yet to improve the banking system.
Exchanges
Not automatic. Talk to us first.
Direct exchanges are handled case by case rather than guaranteed as the standard return route, partly because most Ruby Avenue garments are produced to order.
If you ordered the wrong size or would prefer another option, get in touch before sending anything back. We can look at the specific order and explain the most practical route.
Wrong size?
The Ruby Avenue Size Guide is the best place to start before ordering. If you already have the item and need help, contact us and we will look at the available options rather than pretending every situation is identical.
Quick Answers
The questions people actually ask.
Because nobody visits a returns page recreationally. Probably.
Can I return a made-to-order item?
Yes, standard Ruby Avenue designs can still be eligible for normal returns. Simply being produced after you order does not automatically make a standard product non-returnable.
What if I just changed my mind?
Contact Ruby Avenue within 14 days of receiving the order. Eligible items should be unworn, unwashed and returned according to the instructions provided.
Do I pay return postage?
For an ordinary change-of-mind return, yes, unless Ruby Avenue agrees otherwise. Faulty, incorrect, damaged or misdescribed items are handled separately.
Can I try the item on?
Yes. You can inspect and try on the garment as you reasonably would in a shop. Wearing it properly for a night out is somewhat beyond inspection.
What about personalised items?
Genuinely personalised or custom-made items produced to your individual specification may be exempt from normal change-of-mind cancellation rights. Faulty-goods rights still apply.
How quickly will I be refunded?
Eligible refunds are processed within the applicable legal timeframe after the return is received or valid evidence of return is supplied. Your bank may take additional time to display the funds.
Starting A Return
Contact first. Parcel second.
Please contact Ruby Avenue before posting anything back so we can confirm the correct return instructions and destination for your order.
01 / Email
Best For Returns.
paul@rubyavenue.co.uk
Include your order number, what you want to return and photos if there is a fault or problem.
03 / Returns
Don’t Post Blind.
Do not send a return without contacting Ruby Avenue first. The correct return instructions and address will be confirmed for the specific order.
Your legal rights still exist.
This returns policy is intended to explain the practical Ruby Avenue return process and does not remove or restrict any statutory consumer rights that apply to you. Different rights and remedies can apply where goods are faulty, damaged, incorrect, not as described or otherwise fail to meet legal requirements.
Need help with an actual order?
Send your order number and tell us what is going on. We aim to reply within 24 hours and get things moving in the right direction.
