Refund policy

Last updated: September 15, 2026

The short answers

  • Can I cancel? Only within 5 minutes of ordering — orders are processed automatically after that.
  • How long do I have? Request your return within 30 days of delivery. Every return needs our written approval first; returns sent without approval can't be refunded.
  • Who pays return shipping? You do, for every return: it goes to our returns center in the United Kingdom as an international shipment. We don't provide return labels, free returns or exchanges.
  • What condition? Unworn, unwashed and undamaged, with all tags and original packaging. Every return is inspected before a refund is issued.
  • When is the refund? To the original payment method within 7 business days of approval. Shipping Protection fees aren't refunded.
  • What if it's damaged, defective or wrong? Report it within 3 business days of delivery, with photos, and we'll send you a replacement free of charge. Loose threads, small open seams, sizing and personal taste aren't defects (section 8).

1. Return window and condition

You can request a return within 30 days of the delivery date recorded by the carrier; we're unable to accept requests after 30 days. Your order number is your proof of purchase.

Try it on the way you would in a fitting room: put it on, check the fit and the length, look at it in daylight. Then it needs to come back in the condition in which you received it:

  • Unworn and unwashed, beyond trying it on.
  • Unaltered and undamaged, with no marks from makeup, deodorant, perfume, pet hair, stains, smoke or other odors.
  • All tags, labels, hygiene seals and original packaging still attached or included. Shoes tried on indoors on a clean surface and returned in their undamaged original box, packed inside a shipping box (please don't stick the label on the shoe box).

Every return is inspected on arrival. If an item doesn't meet these conditions we'll let you know: depending on its condition we either refund a reduced amount that reflects the loss in value, or decline the return. Declined items can be sent back to you at your cost if you ask within 14 days.

2. Who pays for return shipping

  • Our returns center is in the United Kingdom and we don't operate a returns address in the United States, so every return is an international shipment: you arrange it with a carrier of your choice and pay the international tracked shipping cost, which isn't reimbursed. Please keep this in mind before requesting a return.
  • This applies to every return — a change of mind, a wrong size or an item that didn't suit you. We don't offer free returns or prepaid return labels and we don't refund shipping costs. The only exception is a confirmed manufacturing defect or an error on our side (section 7) where we ask you to send the item back.
  • Complete the customs form as "Returned goods – no commercial value". Packages that arrive with import duties, taxes or handling fees due are refused by the returns center and sent back to you, and can't be refunded.
  • Use a tracked shipping service and keep your proof of shipment. The package remains your responsibility until it reaches our returns center; returns that are lost, damaged in transit or can't be traced can't be refunded.

3. Starting a return

  1. Email support@rubyandjuly.com within 30 days of delivery with your order number, the item(s) you're returning and the reason. Please don't ship anything before you hear from us.
  2. We reply within one business day. If your return is eligible you'll receive our written approval, the return instructions and the address of our returns center in the United Kingdom. This address is only shared through this process — it isn't the address in our footer and may differ from the address your order shipped from. Packages sent anywhere else can't be traced or refunded.
  3. Pack the item(s) securely, write your order number on the outside of the package and put a note with your order number inside. Only include the items we've approved.
  4. Ship the package within 14 days of receiving our approval, using a tracked shipping service, and email us the tracking number.
  5. We inspect the return within 3 business days of arrival and email you the outcome.

Returns that arrive without prior approval, at any other address, or more than 30 days after our approval can't be matched to an order and can't be refunded.

4. Canceling an order

Every confirmed order is transmitted automatically to our fulfillment center and enters processing within minutes. For that reason an order can only be canceled or changed within 5 minutes of being placed: email support@rubyandjuly.com right away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing.

After 5 minutes we're no longer able to stop, change or cancel the order — this also applies if you've changed your mind, found the item elsewhere or are worried about the delivery time. We'll send you our return instructions instead: you can return the item after delivery under this policy, at your own cost, to our returns center in the United Kingdom. Refusing the package at the door doesn't count as a cancellation or a return (see our Shipping Policy, section 6).

5. Refunds

  • Once your return has been received and approved we issue the refund within 7 business days — and in any case within 14 days of receiving your return — to the payment method you used at checkout. Your bank or card issuer can take a further 5–10 business days to show the credit. We can't refund to a different card, account or person, and refunds are only issued after the item has been received and inspected.
  • The refund covers the price you paid for the returned item(s). Promotional discounts are applied proportionally across the items in an order, so you receive back the amount actually paid for the item. Return shipping costs aren't refunded, except where we've asked you to return a confirmed defective item (section 7).
  • If you added Shipping Protection at checkout, that fee is a charge for the shipment itself and isn't refunded when an order, or part of it, is returned.
  • Items that aren't in their original condition are refunded at a reduced amount reflecting the loss in value, or declined (section 1).
  • Refunds aren't issued as store credit unless you ask for it.

6. Exchanges

We don't process exchanges, because a return plus a new order gets you the right size faster. Order the size or color you want now and return the original under sections 1 to 3 for a refund — the new piece ships immediately instead of waiting on your return.

7. Damaged, defective or wrong items

Every item is checked before it ships, but if something is wrong we'll make it right. Email us within 3 business days of the delivery date recorded by the carrier, before wearing or washing the item, with:

  • your order number;
  • clear photos: a close-up of the problem, the complete item, the size/care label and — for transit damage — the packaging with the shipping label. For zippers, buttons and fastenings, a short video helps.

A manufacturing defect or error on our side means: a seam that has split open so far that the item can't be worn, a hole or tear present on arrival, a broken zipper or fastening, a missing part, an item that differs from your order confirmation (wrong product, size or color), or damage caused in transit. Small finishing issues — including a small open section of a seam or hem of a few stitches — aren't defects (section 8).

We assess every claim within 2 business days against these criteria and the list in section 8. When a defect or error is confirmed, we send you a replacement free of charge — the same item, or the missing or broken part where that solves the issue. We resolve these cases with a replacement rather than a refund. If the exact item is no longer available, we'll send the same item in another color or a comparable item of equal value, in consultation with you. You don't need to return the defective item unless we ask you to.

Without photos we're unable to verify a claim. Issues reported after 3 business days, or after the item has been worn or washed, can't be accepted as a defect claim; the item can then be returned as a standard return under sections 1 to 3, at your cost.

8. What isn't a defect

Our products are produced in batches, with finishing partly done by hand. The characteristics below are a normal part of the product rather than defects. Items with these characteristics can be returned as a standard return (unworn, at your cost, sections 1 to 3), but they don't qualify for a free return or a replacement as a defective item:

  • Loose thread ends or small thread tails at seams and hems, which can be trimmed with scissors.
  • A small open section at a seam or hem — a few loose or missing stitches, up to about 2 cm (3/4 inch) — that can be closed with a needle and thread in a minute. This is a normal finishing issue on batch-produced garments, not a defect.
  • Minor stitching irregularities or slight asymmetry within normal production tolerance.
  • Raw or unfinished edges, distressing, faded or washed effects that are part of the design as shown in the product photos.
  • Measurements that differ by up to 1 inch (2–3 cm) from the size chart, or between two items of the same size, due to cut and fabric.
  • Color or shade differences caused by screen settings, photo lighting or normal dye-lot variation; minor differences in print placement, buttons or trim compared with the product photo.
  • Fabric or finish that feels different from what you expected — weight, thickness, stretch, softness or sheen. The composition and features are described on the product page.
  • Items that look different on you than on the model, or styling differences.
  • Creases or folds from packaging, and a "new textile" smell that disappears after airing or a first wash.
  • Minor marks or dents on the outer packaging or product box when the item itself is undamaged.
  • The item doesn't fit (section 9), you no longer need it, you ordered the wrong size or color, or you found it cheaper elsewhere.
  • Damage that occurred after delivery: wear, washing or drying contrary to the care label, heat, pilling, snags, alterations, repairs, pets or accidents.
  • Items with tags or labels removed or cut off.

If anything is unclear, please read the product description, composition and size chart before ordering, or ask us — we're happy to help you choose the right item before you buy.

9. Sizing and fit

Every product page has a size chart with measurements in inches and centimeters. Sizes follow the manufacturer's measurements and can differ from the size you normally wear at other brands. Measure a garment you own and compare it with the chart; if you're between sizes, choose the larger size or ask us before ordering. Garments of the same size can vary by up to 1 inch (2–3 cm) because of cut and fabric. Because this information is available before purchase, a wrong size or an unexpected fit isn't a defect: you can return the item at your cost under sections 1 to 3 and order the correct size.

10. What can't be returned

  • Underwear, lingerie, swimwear, hosiery, earrings and cosmetics once the hygiene seal is broken or the packaging opened.
  • Items made to your measurements or personalized.
  • Gift cards.
  • Items marked "final sale" or "non-returnable" on the product page.
  • Items worn, washed, altered or damaged after delivery (section 1).

11. Fair use

To keep our returns process fair for everyone, we monitor return activity. Where we see repeated returns of worn or used items, claims that aren't supported by evidence, or returned items that differ from those purchased, we may decline the return and refuse future orders.

12. Customer service

Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and public holidays. We reply within one business day.
Email: support@rubyandjuly.com