Returns, Refunds & Order Cancellations
We always want you to be entirely happy with any items you purchase from our store.
Order Cancellations & Returns
Your order can be cancelled at any time prior to us dispatching it to you. To cancel an order prior to dispatch, please e-mail us at firstname.lastname@example.org.
If you wish to return an item to us, please let us know by e-mail so we can expect your item to be delivered back to us. The item must be in as new, perfect condition, in the original packaging, and with any tags still attached, otherwise we have the right to withhold or refuse any refund and/or make a part refund.
You are liable for the shipping cost of any returned items. We recommend that you use a trackable postal service to return any items to us.
Upon receipt of your returned item, we will inspect it and send you an e-mail to notify you that it has been safely received. We will also notify you of the approval or otherwise of your refund. An approved refund will then be processed and a credit will automatically be applied to the credit card used for your original transaction, normally within 7 days.
We will exchange unwanted items on receipt of goods in as new, unused condition and in the original unopened and undamaged packaging, within 14 days of receipt of your goods. If you wish to exchange an item, send us the details in an e-mail to email@example.com. We will then ask you to return your item to Ruby & Scarlet, 48-50 Hamilton Road, Felixstowe, Suffolk, IP11 7AJ.
Please note: None of the above conditions affect your Statutory Rights when goods are faulty, or not as described.
Damaged or Faulty Items
If you receive an item which you believe to be faulty or damaged then please contact us as soon as possible by email - firstname.lastname@example.org. We may ask you to send us a photo of any damage, so it might just save time if you include this in your original email. If your item is faulty or damaged we will offer you the option or us sending a replacement to you or giving you a full refund.
If you receive your delivery and the outer packaging is damaged in such a way that it has damaged the item(s) inside, we will require photos of the damage so that we can raise the issue with the delivery company. Again, the best way to contact us about this issue is to send us an email - email@example.com.
Late or Missing Refunds
If you believe you haven’t received a refund, please first check your bank account. Secondly, please contact your credit card company as it may take some time before your refund is officially posted by them. Next contact your bank - there is often some processing time before a refund is posted.
If you have done all of this and believe you have still not received your refund, please contact us by e-mail at firstname.lastname@example.org.
From time to time, some of our sale items may be offered on a no return basis. If this is the case, this will be clearly advised at the time of finalising your purchase of the particular item.
Method of Returning an Item