If you wish to cancel your order before we’ve despatched it, please call 0208 123 3966 or email our Sales Team, to request the cancellation.
We try to despatch items quickly so if you need to cancel your order please do so as soon as possible.
Please note once we have despatched an item(s) to you, the order cannot be cancelled and the below returns process comes into effect with their respective charges. Please refer to the section 'Custom Orders' for special order items not available on our website.
At Ruby's Garden Boutique we offer a cooling off period of 14 calendar days from the day on which the goods are delivered to the consumer / customer. Within this period customers may diligently inspect the goods, determine their suitability and if necessary request a refund. They must not be used or installed in any form. They must be returned with ALL the original packaging exactly as received.
If for any reason you wish to return an item that has been delivered to you, initially you should email our Sales Team who will then escalate your request in a timely and efficient manner.
Once we have acknowledged your return request, the goods must arrive back to us within 14 calendar days from and including the day of such acknowledgement. Do not return any items without prior consultation with ourselves and confirmation of the return address. Goods must be returned in all original packaging and boxes, exactly as received. We will not accept returns if this condition is not met.
Carriage charges for unwanted returns / remorse sales will be at your own expense. If we asked to arrange collection of remorse items, and we are able to arrange the uplift (this is not always available), the cost of the return carriage will be deducted from the final refund.
We strongly advise you to insure items to their full value for their return journey, as we will not be able to refund for goods which arrive damaged or lost in transit. The supplier reserves the right to charge a re-stocking / re-packaging fee.
You must ensure all returned items have original labels and packaging and have not been installed, used, or modified in any way or form, and be in a full saleable condition to obtain a full refund. We reserve the right to charge for repackaging where applicable. Items must be received by us within 14 calendar days, starting on the day you notified us of your intention to return.
Your return should be accompanied by a proof of purchase, your name, address and phone number, account number and order reference number (most of this information should be detailed on your invoice). To help us, to help you, we would appreciate you enclosing details of why you wish to return the product. We strongly advise you to insure any items being returned.
Once we have received the item(s) we will issue a refund subject to the conditions above.
What about damaged or faulty goods?
If your purchase is in an unsatisfactory / damaged condition when it is delivered, please refuse the delivery and speak to our Sales Team on the number provided above to discuss your options within 24 hours of receipt of goods.
Should you receive any parcel from us that contains damaged goods this should be notified to the Sales Team within 24 hours of receipt who will ask for a description and photographic evidence and subsequently arrange for collection and replacement. You must retain all of the original packaging - we reserve the right to charge for re-packaging.
If any damaged items have been used, they will be deemed acceptable by yourself and will not be considered for replacement. Damaged items which are to be collected must be returned within 14 days of notification. We reserve the right to charge for missed returns collections.
Our products are well-packaged to withstand transit damage during shipping, however, if you discover a fault when opening the item, then we would ask you to notify us and email photographic evidence of the fault you have discovered within 24 hours of delivery.
Custom orders, which are goods not readily available on our website for sale, and are ordered as a 'special order' or 'custom order' are non-returnable. With such orders we accept cancellation within five working days from payment and placement of order, afterwhich the order cannot be cancelled or refunded as we are committed to the manufacture and supply. Custom / special orders fall outside of the distance selling rules. This does not affect your statutory rights should the goods be found to be faulty or damaged in transit.
Upon delivery, if the packaged item appears slightly damaged, please inform the delivery representative and note ‘Package Damaged’ when signing for the delivery. Packaging is designed to sustain a certain amount of impact in transit.
If, however, the package looks significantly damaged, you may refuse delivery of the item (please notify us so that we can expect the return shipment). The damaged package will then be returned to us and we will send you a replacement. If we have the item in stock, we can ship you out a replacement.