Refund policy
We accept returns on unworn items, please see our policy below:
How do I return an item?
You must notify Old Ruby Luck by email at info@oldrubyluck.com within 48hrs of you receiving the item to request a refund (this includes weekends).
Your email should include your name, order details and reason for return.
Your request will be reviewed, and if your return request is accepted you will receive an acknowledgment email.
If you purchased the item through the website, you will have 14 days from your original request email for your item to be received back to us at Old Ruby Luck.
Items must be returned unworn, with the original packaging and in the condition they left Old Ruby Luck.
The returns policy DOES NOT APPLY If you have chosen to delay shipment to receive the item. In these instances, you will only be automatically eligible to receive a return 48hrs from the time of purchase.
Note, if your parcel is redirected to an FedEx pick up point, your returns window starts from collection notification.
if your parcel is not collected and therefore returned to sender, you will not be eligible for a refund, and any additional fees incurred will be charged to the customer.
Any item that is outside of the returns timeframe will not be automatically eligible for a refund. The decision will be at the discretion of Old Ruby Luck.
Credit card conversion fees levied by Squarespace will not be refunded.
**Sale items cannot be returned.
Note, if you contact me regarding a return, or an item that has broken/damaged. I will respond with any questions/additional info required on email: info@oldrubyluck.com
If you then do not respond within 7 days from the date of my email, you waive the right to a return or refund.
If replacement parts or repairs are arranged by Old Ruby Luck, this is classed like an exchange, and therefore the item cannot then be returned or refunded.
Who pays for return postage?
Old Ruby Luck does not cover the return postal costs, or any import or customs charges incurred.
Items should be returned using a special delivery service with full insurance and tracking.
Old Ruby Luck cannot be responsible for lost or stolen items.
Please make sure appropriate packaging is used to prevent any damage during transit. Old Ruby Luck will not refund goods damaged during transit.
If returning from outside of the UK:
Please clearly mark the package as "UK RETURNED GOODS" to avoid additional import charges.
However, if Old Ruby Luck receive any charges, these will be payable by the customer, and deducted from the refund amount.
How long will it take for my refund to be processed?
Refunds will be processed once the returned item has been inspected.
Refunds will be made by the original payment method.
You will be notified by email that the refund has been issued.
Please allow up to 14 working days for the refund.
My return didn't arrive back within 14 days, what happens next?
You are responsible for the safe and timely return of the item.
Any item that is received outside of the above guidelines will be assessed at Old Ruby Lucks discretion.
My order arrived faulty; How will this be resolved?
At Old Ruby Luck all items are personally checked and packed, so it very rare that any item will leave head office with a fault.
But we appreciate that occasionally faults can occur.
If this happens to you, please get in touch within 24hrs of receiving your order with a description and images of the faulty product to info@oldrubyluck.com
Please Note; Old Ruby Luck guarantees the quality of your purchase up to the point you receive the item. Any damage or stone loss as a result of wear is not covered by Old Ruby Luck.
Of course we can help suggest a suitable jeweller to support repairs.
What address should I send returns to?
Please send all returns to the following address:
Jeanann at OLD RUBY LUCK - GOLD GALLERY
127 Woodfield St,
Morriston,
Swansea SA6 8AL
UK
Please ensure all returns are returned in their original packaging and to include your name and order number within the packaging so your return can be processed.