ONLINE

  • All items marked FINAL SALE 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.
  • Returns must be sent back to us within 14 days from the day that the order was received. Items received outside of this period will not be accepted.
  • RUBY will exchange or refund any full price item purchased through rubynz.com, with the exception of beauty products, face masks and earrings.
  • Discounted items, including items marked SALE can be returned for an exchange or online credit, but cannot be returned for a refund. This includes items purchased using the 10% WELCOME discount code. This discount is also unable to be used with any other offer.
  • All Liam patterns are final sale and cannot be returned.

  • Items purchased online using Laybuy or Afterpay can be returned for a refund, credit note or exchange. Please note that due to these being third party providers, we will deduct a $10 NZD service fee off the refund total.

  • Afterpay runs for eight weeks from the initial purchase date. You are able to exchange your item on Afterpay within 14 days. You will continue to pay off the original item on Afterpay but any excess charges incurred by exchanging for an item(s) of higher value will need to paid for in store. If you would like to return a full priced item purchased using Afterpay, you may do so within 14 days and receive a credit note or a refund however, you will need to continue to pay off the original item on Afterpay.

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 before sending.

  • 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 3 working days.
  • Purchases made in RUBY stores cannot be returned to the online store.
  • Shipping charges are not refunded unless the item is incorrect or faulty.

Your refund will be credited to the original purchaser’s credit card and will include shipping costs for faulty items.

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.

IN STORE

RUBY in store exchange policy is as follows:

  • 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 14 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.
  • Items purchased on sale are final and cannot be returned for an exchange.
  • Items purchased in store using the LAYBUY or AFTERPAY applications cannot be returned for a refund or store credit but can be returned for an exchange of equal or greater value, providing the item meets our criteria as listed above.

Provided that the returned item meets our criteria, we will happily exchange the item for something else in store or issue a credit note. A refund will not be issued for change of mind returns.

This also applies to items purchased online and returned in store. We are happy to accept online returns in store and are able to process a credit note or an exchange on the spot. However please note that online customers returning an item for a refund will have it sent from store back to head office where the return will take a few days to be processed.

There are no exchanges, change of mind, or credit notes issued on SALE items purchased in store. If purchasing a SALE item in store as a gift then an exchange card can be issued at time of purchase.

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. Please note, 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 before sending.

  1. Email us at online@rubynz.com with your order 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 inside the RUBY compostable Courier Bag that your order arrived in to:

    RUBY Online
    40 Monmouth Street
    Grey Lynn
    Auckland 1021
    New Zealand

  3. It is important that you clearly write on the outside of your package the order number along with your name and address.

  4. We will notify you of your return via email, within three working days of receiving your order.

How to return an Australian order?

If you would like to return or exchange your purchase for any reason, please follow the returns procedure below. Please note 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 before sending.

  1. Email us at online@rubynz.com with your order 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 inside the RUBY compostable Courier Bag that your order arrived in to:

    RUBY Online
    40 Monmouth Street
    Grey Lynn
    Auckland 1021
    New Zealand

  3. It is important that you clearly write on the outside of your package the order number along with your name and address.

  4. We will notify you of your return via email, within three working days of receiving your order.

DUE TO COVID-19 THERE IS THE POTENTIAL FOR DELAYS WITH INTERNATIONAL SHIPPING, THEREFORE DELAYS IN AUSTRALIAN RETURNS REACHING OUR HEAD OFFICE.

How to return a Rest of the World order?

If you would like to return or exchange your purchase for any reason, please follow the returns procedure below. Please note 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 before sending.

  1. Email us at online@rubynz.com with your order 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 inside the RUBY compostable Courier Bag that your order arrived in to:

    RUBY Online
    40 Monmouth Street
    Grey Lynn
    Auckland 1021
    New Zealand

  3. It is important that you clearly write on the outside of your package the order number along with your name and address.

  4. We will notify you of your return via email, within three working days of receiving your order.

Faulty Items

If you discover that your item has a fault please contact us at online@rubynz.com or +64 9 360 3708 within 3 days of receiving the item, with your order number.

Alternatively, you can return the item to your nearest RUBY store. Please ensure you have proof of purchase either in the form of a receipt, invoice, order confirmation or bank statement.

All faulty returns are assessed at our head office in Auckland. RUBY will happily repair or replace all goods that are classified as faulty after assessment. Please allow approximately 10 working days for us to get back to you with a resolution

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.

If the item is assessed by our team and not deemed faulty, the return of your item will be at your own expense.