Refund policy

Thank you for shopping with RUBY. Every item is made to order, so please read our return and refund policy carefully.

Returns

Because our products are made specifically for each order, we do not accept returns or exchanges for:

Incorrect size selected by the customer
Change of mind
Color preference
Accidental orders

Please review the size chart carefully before placing your order.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 14 days of receiving your order.

To process your request, please include:

Your order number
A description of the issue
Clear photos showing the problem

If your claim is approved, we will provide a replacement or a full refund at no additional cost.

Refunds

Approved refunds will be issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

Order Changes and Cancellations

Orders can only be canceled or modified within 12 hours of being placed. After production begins, orders cannot be changed or canceled.

Lost Packages

If your package is confirmed as lost in transit, please contact us. We will work with our shipping partner to resolve the issue and, when appropriate, send a replacement or issue a refund.