Returns & Refund Policy

At Ruby & Mae London, we know that occasionally a piece may not be exactly what you were hoping for. This policy sets out how we handle returns and refunds whenever you shop with us.

30 Day Return Window

You have 30 days from the date your order arrives to send an item back to us.

To qualify for a return, your item must be:

  • Unworn and unused
  • In the same condition as when you received it
  • Sent back with all original tags and packaging still attached

There are no restocking fees charged on any return.

This policy sits alongside and does not affect your statutory rights under UK consumer law.

Return Costs

In the case of a faulty, damaged or incorrectly delivered item, we will take care of the return shipping costs. Please reach out to us before posting anything back so we can sort the right solution for you.

If you are sending an item back because you have changed your mind, picked the wrong size or simply no longer want the piece, the cost of return postage will be your responsibility. The original delivery charge is non refundable unless the item is faulty.

How to Start a Return

  1. Email us at [in te vullen] with your order number and the reason for your return.
  2. We will then send you full instructions on how to return the item.
  3. Please pack the item carefully so it is well protected during transit.

Items sent back without contacting us first may not be accepted.

Refunds

After your return has reached us and been checked over, we will confirm whether your refund has been approved.

Once approved, your refund will be processed back to the original payment method used. Depending on your bank or card provider, it can take up to 7 working days before the funds show in your account.

Exchanges

If you would prefer a different size or a different item altogether, please get in touch with us. Where stock allows, we will walk you through the exchange step by step. In certain cases, placing a fresh order may actually be the fastest route.

Non Returnable Items

For reasons of hygiene and safety, a small number of items may not be eligible for return. Whenever this is the case, it will be clearly noted on the product page itself.

Need Help?

If you have any questions about returns or refunds, please feel free to contact us and we will be more than happy to help.

Contact Information

Store Name: Ruby & Mae London

Warehouse Address: [in te vullen]

Address: Hofzicht 44, 2678 BX De Lier, The Netherlands

Email: [in te vullen]

Phone Number: [in te vullen]

Customer Service Hours: Mon to Fri: 9:00 AM to 5:00 PM Sat to Sun: 10:00 AM to 5:00 PM

Response Time: We aim to respond within 24 working hours.