Please refer to our Exchanges and Returns criteria. You can request a return via courier in our returns portal, or take your item into one of our RUBY stores for our team to process this for you.

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. All items marked FINAL SALE 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.

You can return your online order via post or to any RUBY store. Please ensure your order meets all exchange and returns criteria listed here.

If you believe that your item has a fault, or that you have been sent the incorrect item, please contact us within 3 days of receiving the item via our contact us form, live chat, or by calling +649 360 3708. Please include your order number and order details, and we will be in touch to resolve this.

For online orders, please allow up to 10 business days for the refunded amount to clear to your bank account.