Exchanges + Returns | RUBY
Sign up to our newsletter and receive the latest news about launches, promotions, events and collaborations.
Submit
Thanks for Subscribing
Exchanges + Returns
Exchanges + Returns
For any current promotions or sales, please refer to our [promotions page](/content/pages/promotions "PROMOTIONS TERMS AND CONDITIONS"/index.html) for terms and conditions around return and exchange eligibility.
IN STORE
RUBY in store exchange policy is as follows:
- Items purchased in store can only be exchanged or returned for store credit
- Returned items must be in their original condition and not worn, altered or washed.
- Items must have all tags and/or packaging attached.
- Footwear must be returned unworn and in the original, unmarked box.
- Items must be returned within 7 days of the date of purchase.
- Items must be accompanied with proof of purchase. This can be in the form of your original receipt or bank statement.
- Please allow for up to 10 working days for any refund to be issued to your bank account.
- For hygiene reasons, all knickers, bikini bottoms, beauty products, face masks and earrings are final sale and cannot be returned or exchanged.
FULL PRICE
Items purchased in store for full-price, are eligible for an in store exchange, or refund to store credit.
A refund to original payment method will not be issued for change of mind returns.
Any exchanges may be of equal or lesser value.
The customer must pay for the price difference on any exchange to an item of higher value.
- The different in price will be refunded to store credit on any exchange to an item of lesser value.
Any items purchased using a gift voucher are eligible for an in store exchange, or refund to store credit. Once vouchers are spent they may not be reinstated.
LOYALTY VOUCHERS, 10% CODES AND LIMITED TIME OFFERS
- Items purchased in store for full-price that have loyalty vouchers, 10% codes or limited time offers applied are eligible for an in store exchange, or return for store credit.
- A refund to original payment method will not be issued for change of mind returns.
- Loyalty vouchers, discount codes and limited time offers are single use only and cannot be reinstated upon returning an item.
- Any exchanges may be of equal or lesser value.
- The customer must pay for the price difference on any exchange to an item of higher value.
- The different in price will be refunded to store credit on any exchange to an item of lesser value.
SALE
- There are no refunds, exchanges, change of mind, or store credits issued on SALE items purchased in store. Please see below for T's+C's regarding online purchases.
- If purchasing a SALE item in store as a gift then please request an exchange card at time of purchase to be valid for 7 days.
- Sale and promotional offers are valid for a limited time only and cannot be applied to previous purchases.
FINAL SALE
- All items marked FINAL SALE cannot be returned for a refund, exchange or store credit.
FAULTIES:
- All of our garments are carefully checked by our team before being sent into stores or dispatched for an order. However, if you believe your garment has a manufacturing fault, please either contact online@rubynz.com with photos and a clear explanation or bring your garment in cleaned to one of our RUBY stores. Please note our timeframe to assess faulties is within 6 months after purchase.
- If a fault is suspected, your garment will then be arranged to be sent to our RUBY HQ. Once it has arrived our production team will assess the item within 10 working days.
- Please note that any items that are damaged as a result of normal wear and tear, by accident or through misuse will not be considered faulty. All faulty items will be assessed upon return, so please ensure these are sent back clean.
LINGERIE + SWIM:
Bras:
- Bras purchased in store for full-price are eligible for an in store exchange, or refund to store credit.
- Items must be unworn, unwashed, and in their original condition with tags attached.
- Proof of purchase is required.
- Any exchanges may be of equal or lesser value.
- The customer must pay for the price difference on any exchange to an item of higher value.
- The difference in price will be refunded to store credit on any exchange to an item of lesser value.
Knickers + Bikini Bottoms:
- For hygiene reasons, all knickers + bikini bottoms are final sale and cannot be returned or exchanged.
PRE-ORDERS
- Items purchased in store on Pre-Order are eligible for an in store exchange, refund to store credit, or refund to original payment method.
RUBY SAYS RECYCLE
- Items purchased from our RUBY Says Recycle initiative are final sale. These items cannot be returned for a refund, exchange or store credit.
ONLINE
- All New Zealand order returns must be sent back to online or returned to any RUBY store within 7 days from the day that the order was received. Return requests lodged outside of this period will not be accepted.
- Any returns for orders arriving outside of NZ must be sent back to online or returned to any RUBY store within 14 days from the day that the order was received. Items received outside of this period will not be accepted.
- Any returns processed through the RUBY Returns Portal, will be issued a return courier label through CourierPost if the return is within New Zealand, via email once the return has been accepted. This returns label will be free of charge for any EXCHANGES and store credit REFUNDS. For cash REFUNDS, there will be a $6 return courier fee deducted from the refund issued. If returning a parcel internationally, please use a traceable delivery method and ensure to follow the instructions in your return email, providing us with the traceable courier number.
- Please note, we cannot hold items for exchanges, this is at the returner's risk that the item may sell during the exchange process.
- For International returns or exchanges, any shipping costs are to be paid for by the customer. Any return for a faulty product, will be credited to the original purchaser’s credit card and a returns label will be provided for the faulty item.
- Returned items must be in original condition and not worn, altered or washed.
- Items must have all tags and packaging attached.
- Footwear must be returned to us unworn, in the original unmarked box. When returning the footwear box please ensure that it is well protected as the box is considered part of the product.
- We will assess the item once returned to ensure it meets our criteria before a refund or exchange will be processed. One of our online team will then be in touch. We aim to process your return in 5 working days. Please allow for up to 10 working days for any refund to be issued to your bank account.
- Purchases made in RUBY stores cannot be returned to the online store.
- Shipping charges are not refunded unless the item is incorrect or faulty. Any refund for a faulty product, will be credited to the original purchaser’s credit card and will include shipping costs for faulty items.
- RUBY is not liable for the loss of items being returned. Please ensure to use the trackable courier label provided to you if you are returning an Online purchased within New Zealand. If returning a parcel internationally, please use a traceable delivery method and ensure to follow the instructions in your return email, providing us with the traceable courier number.
- All Liam patterns both PDF and printed are final sale and cannot be returned.
- For international orders, import duty, customs fees and local sales taxes (levies) may be charged to you by the destination country’s authorities, depending upon the laws and regulations of that country. RUBY is not responsible for custom duty charges and payment of these levies may be necessary to release your order from customs on arrival. Please note that any orders returned due to unpaid customs will not be refunded.
FULL PRICE
RUBY will exchange, refund to store credit, or refund to original payment method any full price item purchased through rubynz.com, with the exception of lingerie knickers, bikini bottoms, beauty products, and earrings.
Any exchanges may be of equal or lesser value.
Items purchased online using Laybuy or Afterpay can be returned for a refund, store credit or exchange. Please note that due to these being third party providers, we will deduct a $10 NZD service fee off any refund to original payment method.
Please note, card refunds may take up to 3 business days for your bank to complete, depending on their processing time. This can vary between card issuers.
Any items purchased using a gift voucher are eligible for an exchange, or refund to store credit. Once vouchers are spent they may not be reinstated.
LOYALTY VOUCHERS, 10% CODES AND LIMITED TIME OFFERS
- Items purchased online for full-price that have loyalty vouchers, 10% codes or limited time offers applied are eligible for an exchange, or return for store credit.
- A refund to original payment method will not be issued for change of mind returns.
- Loyalty vouchers, discount codes and limited time offers are single use only and cannot be reinstated upon returning an item.
- Any exchanges may be of equal or lesser value.
- The customer must pay for the price difference on any exchange to an item of higher value.
- The different in price will be refunded to store credit on any exchange to an item of lesser value.
SALE
- RUBY will exchange or refund to store credit any discounted or SALE marked items purchased through rubynz.com, with the exception of lingerie knickers, bikini bottoms, beauty products and earrings.
- Discounted products include those purchased at a discount, through the use of a discount code.
- Any exchanges must be of equal or greater value, providing the item meets our criteria as listed below.
- Sale and promotional offers are valid for a limited time only and cannot be applied to previous purchases.
FINAL SALE
- All items marked FINAL SALE, SECOND HAND, SAMPLE or UPSIDE DOWN cannot be returned for a refund, exchange or store credit.
- If you return a FINAL SALE item to us for a refund, exchange or store credit we will be unable to process it and will have the item shipped back to you at your own expense.
FAULTIES:
LINGERIE + SWIM:
Bras:
- Bras are eligible for an exchange, refund to store credit, or refund to original payment method if purchased through rubynz.com.
- Items must be unworn, unwashed, and in their original condition with tags attached.
- Any exchanges may be of equal or lesser value.
- The customer must pay for the price difference on any exchange to an item of higher value.
- The difference in price will be refunded to store credit on any exchange to an item of lesser value.
Knickers + Bikini Bottoms:
- For hygiene reasons, all knickers + bikini bottoms are final sale and cannot be returned or exchanged.
RUBY SAYS RECYCLE
STORE CREDIT
- Credit notes are issued in the currency which was used to make the initial purchase.
- Once issued, store credit expires after 12 months unless specified otherwise.
- The full store credit balance must be used in one purchase. You cannot select a partial amount of store credit to pay for an order.
- If the store credit is for a lesser amount than the desired purchase, the recipient can pay the difference at checkout via our usual payment methods.
- Items bought with store credit can be exchanged but not refunded.
- RUBY reserves the right to change these terms and conditions without notice.
- Store credit balance can be viewed on your account page or at checkout.
OVERSELLING
Every so often, the RUBYverse plays a trick on us, and our Rubettes prove they’ve got great taste by purchasing the same item online & in-store at the exact same moment…
When this rare event happens, the in-store shopper gets the upper hand. Simply because they would be out the door before we have a chance to process your web order.
Don’t worry though! If this ever happens, we will contact you right away to offer a refund or store credit.
Hopefully you’ll laugh, you’ll understand, and you might even appreciate the quirky charm of such a rare Rubette moment…
Sign up to receive the latest news and launches from the RUBYVERSE and enjoy 15% off your first order...
Submit
Success! Thanks for subscribing to our newsletter.
Your Bag
EMPTY BAG? YOU MAY HAVE MISSED OUR NEW ARRIVALS...
LET’s WRAP IT UP FOR YOU!
LET’s WRAP IT UP FOR YOU!
$2 GIFT WRAPPING DONATION
$2
$200 away from FREE shipping
- 4x $0 on
Shipping + taxes calculated at checkout
$200 away from FREE shipping
- Choosing a selection results in a full page refresh.
- Opens in a new window.
other
14338228430enfalse
61957570766
USD
rubynz.com
rubynz.com is blocked
This page has been blocked by an extension
- Try disabling your extensions.
ERR_BLOCKED_BY_CLIENT
Reload
This page has been blocked by an extension
shop.app
shop.app is blocked
This page has been blocked by an extension
- Try disabling your extensions.
ERR_BLOCKED_BY_CLIENT
Reload
This page has been blocked by an extension
Gorgias Shopper Engagement
Gorgias live chat campaigns
Gorgias Floating ChatGorgias Floating Chat
Gorgias live chat messengerGorgias Live Chat