Exchanges & Returns
If your purchase is not quite right, you can return it within 14 days of delivery for a refund or exchange. If you require additional time, please contact our Customer Care team within this period and we may be able to extend your return window by a further 14 days.
| Return method | Cost | Details |
|---|---|---|
| Return in store | Free | Return your item to any of our stores with your returns form for assistance at the checkout. |
| Return via Royal Mail | £3.95 | Complete the returns process online and send your item using a pre-paid Royal Mail label. The cost will be deducted from your refund. |
| Return using your own courier | Varies | You may return your item using a courier of your choice. We recommend using a tracked service, as you are responsible for the item until it reaches us. |
Start your return online and send your parcel using a pre-paid Royal Mail label. The cost will be deducted from your refund.
Follow the steps below to return your item using Royal Mail:
- Click here to start your return.
- You will receive an email with your return label.
- Choose to print your label at home or present the QR code at your local Post Office for printing.
- Securely package your item.
- Take your parcel to your nearest Post Office.
- Keep your proof of postage and tracking number until your return has been processed.
We aim to process refunds within 2 working days of receiving your return. During busy periods, this may take slightly longer. Once approved, refunds will be issued to your original payment method.
If you returned your order via post, it may take several days to reach our warehouse. You will receive an email once your return has been processed, or when your exchange has been dispatched.
To request an exchange, please include a note with your return specifying the size or colour required. Exchanges are available for the same item only. If you would prefer a different item, please return your order for a refund and place a new order.
Please note that we are unable to reserve stock for exchanges. If your requested item is unavailable, a refund will be issued.
If you receive an incorrect or faulty item, please return it using the available return methods, selecting “Incorrect Item” or “Defective Item.” Once confirmed, a full refund will be issued, including any delivery charges paid.
If the item has been used or is outside the return period, please contact our Customer Service team.
Items must be returned in a new and unused condition, with all original packaging, tags, and accessories included. This includes dust bags, authenticity cards, and protective materials.
We reserve the right to refuse returns or reduce the refund if items show signs of wear or have been altered.
For hygiene reasons, underwear, swimwear, earrings, and certain grooming products cannot be returned.
Personalised or altered items are also non-returnable.
Gift cards are non-refundable and cannot be exchanged.
Returns should be sent back within 14 days of delivery. Returns received outside this timeframe may be accepted at our discretion and may be issued as store credit. Please contact our Customer Service team.
You have 14 days from the date of purchase to return or exchange items in store. Please bring your receipt, either in paper or digital format.
Refunds to the original payment method require the original card and cardholder to be present. If this is not available, a store credit may be issued.
Sale items must be returned within 7 days. Clearance & Outlet items are non-returnable.
Yes, we recommend bringing your receipt. If you no longer have it, an exchange may still be possible at the discretion of our store team.
Clothing
The item must be in a original, resalable condition with all labels and tags attached.
Bags and accessories
Please return all original packaging, including boxes, dust bags and authenticity cards. Take care when trying items, as dyes from clothing may transfer.
Shoes
Shoes should be tried on a soft surface to protect the soles. The shoebox forms part of the product and must be returned in good condition.
Fragrance, candles and grooming
These items must be unused, unopened, and returned with all seals intact.
Jewellery
Items must be returned unworn with all original packaging and presentation materials.
Need more help?
For any further questions regarding delivery, please contact us on
01995 640790 or email info@ruffords.co.uk.