Returns & Exchanges
Please see our Refund Policy below to see if your items qualify for a refund.
Items must be returned in a new and unused condition with the tags still attached.
Once your return has been accepted, please send your returns to:
Returns at Rock on Ruby
1st Floor, Tottington CC
Unfortunately, we do not currently offer a free returns or collections service, any items that are to be returned are the buyers responsibility until they reach us.
Returns Tips! Keep your return postage costs as low as possible :-)
Make Up Bags / T-shirts and Pyjama Sets should be able to be packed flat (into an A4 envelope) and returned as a large letter. Sweatshirts and Dressing gowns should be able to be returned as a small parcel.
We'd recommend sending your item tracked or obtaining a certificate of postage. Please see below for all the boring (but important!) legal stuff...
Returns Policy – Ts and Cs
All Refund requests MUST be made by email within 7 days of the item being delivered.
All returns must be received within 28 days of receipt.
As all our items are handprinted to order, we kindly ask that returned products are in absolutely new and unused condition for a refund.
Under the Distance Selling Regulations, the buyer is under obligation to take Reasonable Care of the items whilst in their possession. We request that items are returned with their original packaging, with any labels, within 28 days.
*Any items that do NOT arrive in a re-saleable condition, or in a timely manner will be sent back to the Buyer.
Returns will only be accepted and refunds or exchanges offered, if items are returned to us unused and unwashed, in their original condition with tags intact, free from any marks (e.g. make-up, deodorant, fake tan) or odours (e.g. perfume or cigarette smoke).
Sizes are approximate and as described by our manufacturers' guidelines, therefore it is the customer's responsibility to ensure they choose the correct size based on the sizing guidelines.
If you are unsure you can contact us via email and we will happily advise further.
Every item we sell is carefully inspected before it is shipped. If merchandise is defective or damaged upon receipt, please contact us immediately within 7 business working days after your package arrives, as we will be happy to replace it accordingly or refund the price of the item once it is returned to us.
Once we have received your returns: Please allow 5 working days for your refund to be processed. Refunds will be credited against the card used in the original purchase or sent back to your Paypal account if this was the method used. Please allow 5 to 7 working days for any funds to show back in your account – this is dependent on your bank provider.
International Orders – Exchange rates can fluctuate! Payments and refunds may be affected by this as we do not have any control over when funds are cleared.
Postage and Packaging
Postage (above and beyond our free standard shipping) is non-refundable unless the item you have received is faulty.
When returning your parcel to us, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot provide refunds or exchanges on products that are lost in the post when being returned back to us. The cost of returning the item to us is the buyers responsibility except where the goods are faulty and are being returned for an exchange.
In the event that you receive an incorrect item, we will happily cover your return postage costs up to a maximum of £3.95 – You will be refunded the amount shown on your postage label. We ask that a proof of postage receipt is obtained for your records so we can complete your refund in the event that the parcel is lost on its way back to us. You can choose to send back the item via tracked/recorded delivery but any extra costs (over £3.95) will be the responsibility of the sender.
Next Day Delivery Postage
Please Note: Where parcels are returned to us by our courier company (due to being refused or where the carriers have been unable to make the delivery) there will be a return postage charge of £4.95. This only applies to Next Day orders or International.
Delivery postage will not be refunded for parcels that are refused or where the carriers have been unable to make the delivery.
Custom Made Designs and Personalised T-shirts / Tops
Personalised items or items with additional personalisation are non-returnable and not eligible for exchanges.
As stated on the web site and throughout the checkout process, Personalised orders may not be changed or cancelled once submitted as they are made to customer specifications.
We hope you understand our need to keep our costs at a minimum and our turn around times fast, in order to continue to provide you with the best value in the printing industry.
Please allow 3 working days before dispatch. Your parcel will then be sent out on your chosen delivery service.
For personalised items:
- Returns are only accepted where the fault is ours.
- In the case that you do receive a faulty personalised item, we must ask that this is returned to us or an image sent before we can send out a replacement.
- Personalised / custom printed items that are produced on special customer request, are exempt from the right of withdrawal (replacement).
As avid online shoppers ourselves, we know it can be tricky to get the right sizes. We always try to describe items accurately, provide images and follow manufacturers guidelines.
If you would like to exchange an item in your order, there are two options:
Express Exchange – Place a new order for the items that you would like. Send back the unsuitable items within the next 7days. Once we receive these, we will issue a refund for the returned items.
Standard Return – Return the items to us and once we receive them we will contact you to take payment for postage to re-send the items (£2.99).
You can return items to us on any service that you choose. We simply ask that you obtain proof of postage. Please take into account delivery times if you require your items for a particular date, we would recommend the express exchange.
Missing Items – We must be informed of any Missing Parcels within 7 days of dispatch.
- Most orders placed before 12:00pm, Monday – Friday (excluding public holidays) are dispatched on the same day. Any orders placed after 1pm will be sent out the next working day unless they are Personalised Items.
- We can often dispatch orders received after 12:00pm and before 3:00pm Monday – Friday (excluding public holidays) on the same day by arrangement if you speak to us.
- We will post to the address given by you when you place your order.
- An automated email will be sent out to you to inform you that your order has been received and is being processed. Please allow 1 to 3 working days after this email before requesting to track your parcel.
- If you need your item by a specific date then please let us know when ordering and we will let you know if your order will reach you by then. We will also advise you on the best postage service for your needs.
- Delivery timescales are based on Royal Mail and courier services and are subject to their terms and conditions.
- Items returned to us undelivered will incur a re-delivery charge payable in advance of re-delivery. The original postage will not be refunded.
- Our working days are Monday to Friday excluding UK public holidays. Please note that our offices close at 3pm on Fridays.
- All items are delivered by post; unfortunately, it is not possible for you to collect your item.
- Please check your email in the days following your order in case we need to contact you to confirm your address details or make any amendments to your order etc.
Let us know! Feel free to contact us.
Our offices are open from Monday to Friday (8am–4pm)
Team ROR xxx