Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused and in its original packaging.

To initiate a return, please contact us at contact@rubielle.com.

If your return request is approved, we will provide return instructions, including the return address and shipping guidance. Items sent back without prior return authorization will not be accepted.

Once return authorization is issued, you must dispatch your item within 14 days. Valid tracking information must be shared with us within this 14-day window as we need proof of postage and a trackable shipping method for all returns.

Please note that the tracking requirement applies as follows:

• Discretionary returns (e.g. the item did not meet your expectations, was not as anticipated, or is no longer required): valid tracking details must be provided within the 14-day window. If tracking information is not received within this period, we will be unable to proceed with the return and the authorization will be cancelled.

• Faulty, damaged or incorrectly described items: your statutory rights under the Consumer Rights Act 2015 are not affected. Please contact us at contact@rubielle.com and we will work with you to find a resolution regardless of tracking availability.

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and resolve it accordingly.

Certain items cannot be returned, including custom or personalized pieces, special orders, gift cards, and sale items.

For hygiene reasons, we do not accept returns or exchanges on earrings unless the item is faulty.

We also do not accept returns for items that show signs of wear, misuse, alteration, or damage caused by improper handling.

The fastest way to ensure you receive the item you would like is to return the original item (subject to approval) and place a new order separately.

If your order is shipped to the European Union, you have the legal right to cancel or return your order within 14 days for any reason and without justification. Returned items must still be unworn, unused, in original packaging, and accompanied by proof of purchase.

Once we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, refunds will be issued to the original payment method within 10 business days. Please note that processing times may vary depending on your bank or card provider.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at contact@rubielle.com.