Refund & Exchange Policy

Damaged Packages
If your parcel arrives damaged, please refuse the delivery.

Faulty Item
We sincerely apologise for any faults you may experience with your Ruby Blue London jewellery. On rare occasions, issues can occur during transportation.
If your item is faulty upon delivery, you must report this immediately after receiving your package through your customer account.
If a significant amount of time has passed since delivery, we may not be able to assist.
Please contact us via our portal before returning any item so our team can guide you through the process. Providing a photo of the fault will help us resolve the issue more quickly.
Consumer Rights: Under the Consumer Rights Act 2015, all return‑related costs for faulty items are covered by us. Standard delivery fees will also be refunded.

Delicate Items
Products with thin or delicate chains must be handled carefully due to their design. It is the customer’s responsibility to wear and care for these items appropriately.
Breakages caused by everyday incidents—such as jewellery catching on clothing or hair, being worn while sleeping, pulling or stretching, or carrying bags on the wrist—are not considered valid reasons for a refund or return.

3‑for‑2 & Promotional Offers
If your order was placed using a “3 for 2” or similar promotion, returns will be recalculated accordingly.
For hygiene reasons, earrings are non‑refundable and non‑exchangeable unless faulty.
If an earring was the free item in a 3‑for‑2 promotion and the other items are returned, the value of the free earring will be deducted from your refund.

Exchanges
To request an exchange, please submit a request through our Exchange & Refund Portal.
The original item must be returned to us.

• Returned items must be sent within 30 days of purchase (UK and International).
• Items must be unused, unmarked, undamaged, and in their original packaging.
• Earrings cannot be exchanged for hygiene reasons unless faulty.
• You are responsible for the cost of returning the product.
• A £3.50 shipping fee applies to send replacement items.

Refunds
You may return unwanted items within 30 days of purchase. Refund requests must be submitted via the Exchange & Refund Portal. We recommend using tracked delivery with proof of postage.
Earrings cannot be returned for hygiene reasons unless faulty.

Refund of Shipping Fees
Within 14 days (Consumer Contracts Regulations): If you cancel your entire order within 14 days of receiving it, we will refund the standard delivery fee.
After 14 days but within 30 days: For change‑of‑mind returns outside the 14‑day legal period but within our voluntary 30‑day policy, the original shipping cost will be deducted from your refund—even if you received free shipping at checkout.
Once your return is received, we will inspect it and notify you by email. Returns are typically processed within 7 working days.

International Orders
International customers are responsible for any customs duties or taxes.
If delivery is refused due to customs charges, no refund can be issued.

Refund Eligibility
To qualify for a refund, items must be unused, in their original condition, and include original packaging.
Items showing signs of wear cannot be accepted.

Late or Missing Refunds
If your refund has not been received, please:
1. Check your bank account again.
2. Contact your credit card company.
3. Contact your bank.
If you still haven’t received your refund, please contact us at info@rubybluelondon.co.uk.

Return Package Checklist
Please include:

• Your name
• Order number
• Reason for return
• Whether you would like a refund or exchange

This policy is in addition to your statutory rights under UK law.