Refund policy

Returns Policy

Last updated: 26 August 2026

We hope you love your Ruya&Co order. If something isn't right, this policy explains how to cancel an online purchase, return an unwanted item, or report a faulty, damaged or incorrect product. This policy does not affect your statutory rights.

1. Returning an item you no longer want

Order not yet dispatched? If you want to cancel before your order has been sent out, email returns@ruyaandco.com as soon as possible with your order number. If we're able to catch it before dispatch, we'll cancel and refund it in full — no need to wait for delivery or send anything back.

Order already delivered? You have 14 days from receiving your goods to let us know you'd like to return them. See section 2 below for how to start your return using our Royal Mail returns portal.

2. How to request a return

1. Click the link below to go to our Royal Mail returns portal: https://www.royalmail.com/track-my-return#/details/9137
2. Enter your order details as prompted.
3. Choose whether you'd like a printed return label or a QR code to use in store.
4. Pack your item securely and attach the label, or take your parcel and QR code to a Royal Mail Post Office.
5. Keep your proof of postage until your refund is complete.

Items must be sent back to us within 14 days of the date you received them.

3. Return conditions

You may examine and try on clothing in the same way you reasonably would in a shop. Please return items in resaleable condition, with original tags and packaging where possible.

To help us process your return, items should be:

• unworn other than reasonable try-on, and not washed
• free from makeup, perfume, deodorant, tan, pet hair or other marks
• returned with all labels, tags and any accessories supplied with the item
• packed securely to prevent damage in transit

We may reduce your refund if handling of the item goes beyond what's reasonably necessary to establish its nature, characteristics and fit, and that handling has reduced its value.

4. Items that may not be returnable

Certain items may be excluded from change-of-mind returns where the law permits — for example, sealed goods that aren't suitable for return for health or hygiene reasons once the seal is broken. If this applies to pierced jewellery or another product, it will be clearly stated before you buy. Faulty items remain covered by your statutory rights regardless of this exclusion.

5. Return postage

Returns for unwanted items (change of mind) cost £5.50, which is deducted from your refund. This covers your Royal Mail return label or QR code, generated through the portal above.

If an item is faulty, damaged, misdescribed or incorrect, please contact us at support@ruyaandco.com before returning it — the £5.50 fee does not apply, and we'll cover the cost of return postage.

6. Refunds

We aim to inspect and process returns within 5 working days of receiving them. Where you're exercising your legal right to cancel, we'll issue your refund without undue delay and no later than the legal deadline after we receive the goods back (or acceptable evidence they were sent).

For unwanted item returns, £5.50 will be deducted from your refund to cover return postage. Refunds are issued to your original payment method — your bank or payment provider may take a little longer to show the funds.

7. Faulty, damaged or incorrect items

Please contact support@ruyaandco.com as soon as possible if an item arrives faulty, damaged or different from what you ordered. Photos and your order number help us resolve things faster.

We ask customers to report delivery issues promptly, ideally within 48 hours, though this doesn't limit your statutory rights. Goods must be as described, of satisfactory quality and fit for purpose. Depending on the circumstances and timing, your legal remedies may include a refund, repair or replacement.

8. Exchanges

We don't currently process automatic exchanges. To order a different size or colour, return your original item for a refund via the Royal Mail portal above, then place a new order. Stock isn't reserved while a return is in transit. See section 9 for exchanges on sale items.

9. Sale items

Items bought at a discounted or sale price are eligible for exchange only — refunds aren't available on sale items unless the item is faulty, damaged or misdescribed, in which case your statutory rights apply in full. To request an exchange, email returns@ruyaandco.com within 14 days of receiving your order with your order number and the item you'd like to exchange for. Exchanges are subject to stock availability.