Exchanges + Returns

ONLINE

  • All returns must be sent back to online or returned to any RUBY store within 7 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 gift card 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.
  • Returned items must be in original condition and not worn, altered or washed.
  • Items must have all tags and packaging attached, including hygiene seal for swimwear and lingerie.
  • 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.
  • Due to health and safety, all face masks are considered FINAL SALE and cannot be returned or exchanged.
  • All Liam patterns are final sale and cannot be returned.

 

FULL PRICE

  • RUBY will exchange, refund to gift voucher, or refund to original payment method any full price item purchased through rubynz.com, with the exception of beauty products, face masks and earrings.
  • 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 gift voucher on any exchange to an item of lesser value. 
  • Items purchased online using Laybuy or Afterpay can be returned for a refund, gift voucher 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.

 

SALE

  • RUBY will exchange or refund to gift voucher any discounted or SALE marked items purchased through rubynz.com, with the exception of beauty products, face masks 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.

 

FINAL SALE

  • All items marked FINAL SALE  or UPSIDE DOWN cannot be returned for a refund, exchange or gift voucher.
  • If you return a FINAL SALE item to us for a refund, exchange or gift voucher we will be unable to process it and will have the item shipped back to you at your own expense.

 

 

IN STORE

RUBY in store exchange policy is as follows:

  • Items purchased in store can only be exchanged or returned for a gift voucher. 
  • Returned items must be in their original condition and not worn, altered or washed.
  • Items must have all tags and/or packaging attached, including hygiene seal for swimwear and lingerie.
  • 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.

 

FULL PRICE

  • Items purchased in store for full-price, are eligible for an in store exchange, or refund to a gift voucher. 
  • 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 gift voucher on any exchange to an item of lesser value. 

 

SALE

  • There are no exchanges, change of mind, or gift vouchers issued on SALE items purchased in store.
  • 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.

 

PRE-ORDERS

  • Items purchased in store on Pre-Order are eligible for an in store exchange, refund to gift voucher, or refund to original payment method.