Returns & Refunds
RETURN & REFUND POLICIES
At Dom&Ruby we pride ourselves on our customer services and would like to offer you our returns or exchange policy if you are not entirely satisfied with your goods. Please inform us on 0044 1420 563045 or by email at : sales@domandruby.com of your concern and please get a returns authorisation code within 7 days of reciving your parcel. Please then return the goods intack and unworn and safely packaged by special delivery or signed for courier to us at:
Dom&Ruby Ltd,
Unit 212 Greenheath Business Centre,
3 Colts Lane, London ,
E2 6JB,
Please ensure you keep a copy of the proof of postage and insurance for your records as we can only accept trackable returns or exchanges. Once you have informed us of the concern , we will acknowledge this with a returns code and await the parcel. Once it is received at our factory, we will inform you and process the exchange or refund as soon as possible if you have met our terms and conditions.
Q. What is your return policy?
Full price items
Here at Dom&Ruby we want you to be completely satisfied with your purchase. If you’re not happy with your product for any reason, it can be returned for a refund or an exchange.
You have up to 14 days after purchase to return your full price order, however we
insist that the products must be returned unused and have their swing tags and
washing instructions intact.
Reduced items
These must be returned within 14 days. All items must be returned unused and have their swing tags and washing instructions intact.
Discounts & Promotions
If you are returning goods that you bought using a discount or promotion offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or promotion offer will no longer apply. All items must be returned unused and have their swing tags and washing instructions intact.
The value of your goods will be refunded in full excluding
your original postage costs.
This does not affect your
statutory rights as a consumer. Please note that we are not responsible for
return postage costs other than for damaged, faulty or incorrect goods. If this
is the case, please contact us before returning items.
Q. What’s the best way to send
my returned goods back?
When returning any goods to us, we recommend that you send returns by recorded delivery and that you keep proof of posting, as we cannot be held responsible for packages that fail to reach us. Please check with the post office that your parcel is adequately insured against loss or damage.
If you are returning an item from overseas, please ensure that the postage is paid in full and the postal docket is ticked as ‘Returned Goods’ to avoid an import duty levy from HM Customs & Revenue for which we will not be liable
Q. What happens if my goods arrive damaged, faulty or incorrect?
If you receive damaged, faulty or incorrect items, please contact us and explain the situation so we can resolve what is the best course of action. . We will do our utmost to resolve the issue quickly and with as little inconvenience to you as possible. We will be happy to exchange them for the same items within 14 days of the date of dispatch. If you would prefer a refund, then the value of damaged, faulty or incorrect goods will be refunded in full.
Q What happens if I don’t like the items or they do not fit?
Although you are welcome to return the garments within 14 days unworn, they must first contact by phone or email 0044 1420 563045 or email sales@domandruby.com explaining the situation and to get a returns authorization within 7 days of receipt. Then send them back to us within 14 days and depending on your preferences and our stock levels, we can either exchange it or give you a full refund if you return within our terms and conditions.
Please complete the "Returns" form which is
printed on the back of your invoice/delivery note, or include a letter with
your name and address (and the details of the purchaser if different), stating
whether you would like a refund or an exchange (with the new style, size and
colour).
Q. Do I have to pay for postage if I want to return or exchange an item?
Yes, you will have to pay for return postage unless you have
received an item which is damaged, faulty or incorrect – in which case please
contact us so that we can arrange to have the item collected However, we will happily exchange items for a
different size or style with no additional postage costs.
Q. What if I want to exchange my item for something cheaper or more expensive?
We will refund the price difference between your item and a
cheaper one, or require extra payment to match the price of a more expensive
one.
Q. How long will it take for you to process my exchange or return?
We aim to process your return within three days of receipt,
however, in very busy periods this can take up to seven days. However, please
be aware that your bank may take up to a further 7 days to show the transaction
on your account, therefore we ask that you allow 14 days from the date that we
receive your return for the refund to appear.
Q. Where should I send my returns?
If you need to talk to us about an exchange or refund please call us Monday to Saturday 9.00 to 5.00pm on 0044 1420 563045. Alternatively you can email us at sales@domandruby.com
Please return to
DOM&RUBY
Unit 212 The Greenheath Business centre
Three Colts Lane
London
E2 6JB