RUBY will exchange or refund any item purchased through rubynz.com, with the exception of beauty products and discounted items (sale items and items purchased with a discount code), within 14 days from the original purchase date. Items received outside of this period will not be accepted.

There are no refunds, exchanges or credit notes issued on SALE items. If you return a SALE item to us, we will be unable to process it and will have it shipped back to you at your own expense.

Returned items must be in their original condition and not worn, altered or washed. Items must have all tags and packaging attached, including hygiene seal for swimwear and lingerie. All formal garments are shipped with a tag reading "DO NOT REMOVE, Once this tag has been removed, this garment cannot be returned". Once this tag has been removed, the garment is no longer returnable. Footwear must be returned to us unworn, in their 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. Shipping costs will not be refunded unless the item is faulty or incorrect.

Items purchased online can only be returned for an exchange or refund to our online store. Similarly, purchases made in RUBY stores cannot be returned to the online store.

RUBY is not liable for the loss of items being returned. We recommend using a traceable delivery method and taking note of your tracking number.

How to return a New Zealand order?

If you would like to return or exchange your purchase for any reason, please follow the returns procedure below:

  1. Complete your returns form (included in your order) with either a refund request or what item you would like in exchange.
  2. Please send your return back to us at:

    RUBY Online
    40 Monmouth Street
    Grey Lynn
    Auckland 1021
    New Zealand

  3. It is important that you enclose your returns form with your return, so your we can process your return as quickly as possible.

  4. We will respond to your return via email to the address provided, within one working day of receiving your order.

How to return an Australian order?

RUBY offers free returns on all Australian orders. If you would like to return or exchange your purchase for any reason, please follow the returns procedure below:

  1. Email us at online@rubynz.com with your invoice number, what you're returning and whether you would like to exchange your item or if you would like a refund. If you wish to exchange an item for an alternative size or style please state this in your email.
  2. Please send your return back to us at:

    Return Paid 88252
    RUBY Returns
    C/- NZ Post
    PO BOX 1506
    Strawberry Hills, NSW, 2012

Faulty Items

If you discover that your item has a fault please contact us at online@rubynz.com, within 3 days of receiving the item, with your invoice number.

RUBY will happily repair or replace all goods that are classified as faulty after assessment. If we cannot repair or replace your item, we will refund you, including shipping costs.

Items that are damaged as a result of wear and tear are not considered to be faulty. If you have an item that is faulty and you have worn it, please send it back to us clean. Soiled returns will not be accepted.

Refund Information

Your refund will be credited to the original purchaser’s credit card and will include shipping costs for faulty items. Shipping costs will not be refunded for change of mind purchases.

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.

This policy only applies to the RUBY online store. For RUBY retail store policy, please refer to your receipt or enquire in store.