Refunds

Returned Products must conform to our returns policy below.

You have a legal obligation to take reasonable care of the products while they are in your possession, and you must return them in the same condition in which you receive them (except to the extent reasonably necessary to examine them). This includes the following guidelines:

  • Products should be returned unworn (other than to try them on), unwashed, undamaged, and unused with their original tags (footwear should be tried on, on carpet).
  • Footwear and accessories should be returned in the original boxes provided and inside a protective shipping box.
  • If the Product comes with a security and/or disclaimer tags, and/or protective layers (sole of shoes) then these should be left on.
  • Hosiery should only be returned if it is unopened and is in its original package; and
  • Products should be returned including all the packaging elements that were present when the item was delivered, this includes but is not exhaustive to: authenticity cards, dust bags, garment bags, leather tags, spare heel tips etc

If you fail to comply with the above obligations (including the conditions of return), we may deduct from the refund an amount to reflect the diminished value of the Product(s) up to the full price of the Product(s). Please note, that the removal of security tags will be taken as evidence of use of a product by you and the product cannot be returned in these circumstances.

You cannot cancel a contract for the supply of any of the following Products:

  • Any Products that have been personalised or made to your own bespoke specifications unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered (see Returns and refunds for customised Products below for more information).
  • Earrings of any type including costume or fine jewellery (see Returns and refunds of jewellery below for more information).

All returns should be requested before you send your items back to us to allow for easy identification and prompt processing. Unidentified returns will be returned to the sender.

 

Returns and refunds for customised Products

Due to the nature of personalised and monogrammed Products, returns, changes or cancellations are at our discretion. In exercising this discretion, the degree and level of customisation and personalisation and reserve the right to offer a store credit rather than a monetary refund. Store credit is valid for 6 months from the date of issue. This does not affect your statutory rights. Please note, that personalised and/or customised Products may have a long lead time before shipping, but payment will be taken at the time of or shortly after you submit your order and in advance of shipping.

 

Returns and refunds for jewellery

We operate a special returns policy for certain jewellery Products due to their value and nature. Any jewellery Products with a value of £1000 or more must be returned to us within 7 days of delivery and should be returned in its original packaging in the same condition in which you receive them. Please note that it may take longer than normal to process refunds for such jewellery Products due to their nature, as we assess any diminished value whilst within your care.

 

Returns Process

We recommend that you return Products in their original packaging to ensure the necessary protection when in transit. Instructions for the return of the Product(s) will be included with the delivery package. When cancelling a purchase and returning Products to us you have two options available to you:

  1. Depending on where you live, exercise your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs). If you choose this option, you will be refunded the full price for the Product(s) (subject to our Returns Policy) and the cost of standard delivery but will be liable for the organisation and cost of returning the Product(s) to us.
  2. Use our Returns service. If you choose this option, you can return the Products(s) for free and will be refunded the full price for the Product(s) (subject to our Returns Policy) but not the delivery charges.

We describe these two options in more detail below.

(i) Your cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs)

Except in relation to certain types of Products (as set out above), you may cancel a contract at any time before your order is delivered and up to 14 days afterwards, beginning on the day after you received the Products (“cooling-off period”)

To cancel a Contract, you must clearly inform us, preferably:

If you cancel an order (or part of an order) during the cooling off period, you must return the Product(s) within 14 days after the day on which you notify us of the cancellation and comply with the Returns Policy.

If you cancel a Contract between us within the 14-day cooling-off period (see above), we will process the refund due to you as soon as possible and, in any case within 14 days after the day on which we receive the Product(s) back or (ii) if earlier, the day on which we receive evidence that you have returned the Product(s) to our returns address.

We will refund the price of the Product(s) in full (subject to any deduction we are entitled to make due to your use of or damage to the Product(s)), including the cost of standard delivery.

However, we will not refund your cost of returning the Product(s) to us, and you are responsible for those costs. We should note that the refund will be issued to the original card used for payment. This cannot be changed.

Where you have paid any duties or taxes directly to the relevant authorities on the importation of the Product you wish to return, Ralph & Russo shall have no liability in relation to any claim for a refund of such duties or taxes from the authorities or whether such a refund is possible.

Return to Boutique

Clients in the UK can return products back to our London base Artyytude showroom. Unit 12, 10 Lyell St, Leamouth Peninsula, London E14 0SZ

 

Faulty Products

Should an item be received by you in a damaged state or without tags, we ask you to contact us immediately. We strongly recommend that products are checked thoroughly before they are tried on or any tags or packaging are disposed of.

If any Product you order is damaged or faulty when delivered to you or has developed a fault, you may have one or more legal remedies available to you, depending on when you make us aware of the problem, in accordance with your legal rights. If you believe a Product was delivered damaged or faulty or has developed a fault, you should inform us as soon as possible, preferably in writing, giving your name, address, order reference and including images of the specific damage on the product. Nothing in this section affects your legal rights.

Refunds

Returned Products must conform to our returns policy below.

You have a legal obligation to take reasonable care of the products while they are in your possession, and you must return them in the same condition in which you receive them (except to the extent reasonably necessary to examine them). This includes the following guidelines:

  • Products should be returned unworn (other than to try them on), unwashed, undamaged, and unused with their original tags (footwear should be tried on, on carpet).
  • Footwear and accessories should be returned in the original boxes provided and inside a protective shipping box.
  • If the Product comes with a security and/or disclaimer tags, and/or protective layers (sole of shoes) then these should be left on.
  • Hosiery should only be returned if it is unopened and is in its original package; and
  • Products should be returned including all the packaging elements that were present when the item was delivered, this includes but is not exhaustive to: authenticity cards, dust bags, garment bags, leather tags, spare heel tips etc

If you fail to comply with the above obligations (including the conditions of return), we may deduct from the refund an amount to reflect the diminished value of the Product(s) up to the full price of the Product(s). Please note, that the removal of security tags will be taken as evidence of use of a product by you and the product cannot be returned in these circumstances.

You cannot cancel a contract for the supply of any of the following Products:

  • Any Products that have been personalised or made to your own bespoke specifications unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered (see Returns and refunds for customised Products below for more information).
  • Earrings of any type including costume or fine jewellery (see Returns and refunds of jewellery below for more information).

All returns should be requested before you send your items back to us to allow for easy identification and prompt processing. Unidentified returns will be returned to the sender.

 

Returns and refunds for customised Products

Due to the nature of personalised and monogrammed Products, returns, changes or cancellations are at our discretion. In exercising this discretion, the degree and level of customisation and personalisation and reserve the right to offer a store credit rather than a monetary refund. Store credit is valid for 6 months from the date of issue. This does not affect your statutory rights. Please note, that personalised and/or customised Products may have a long lead time before shipping, but payment will be taken at the time of or shortly after you submit your order and in advance of shipping.

 

Returns and refunds for jewellery

We operate a special returns policy for certain jewellery Products due to their value and nature. Any jewellery Products with a value of £1000 or more must be returned to us within 7 days of delivery and should be returned in its original packaging in the same condition in which you receive them. Please note that it may take longer than normal to process refunds for such jewellery Products due to their nature, as we assess any diminished value whilst within your care.

 

Returns Process

We recommend that you return Products in their original packaging to ensure the necessary protection when in transit. Instructions for the return of the Product(s) will be included with the delivery package. When cancelling a purchase and returning Products to us you have two options available to you:

  1. Depending on where you live, exercise your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs). If you choose this option, you will be refunded the full price for the Product(s) (subject to our Returns Policy) and the cost of standard delivery but will be liable for the organisation and cost of returning the Product(s) to us.
  2. Use our Returns service. If you choose this option, you can return the Products(s) for free and will be refunded the full price for the Product(s) (subject to our Returns Policy) but not the delivery charges.

We describe these two options in more detail below.

(i) Your cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs)

Except in relation to certain types of Products (as set out above), you may cancel a contract at any time before your order is delivered and up to 14 days afterwards, beginning on the day after you received the Products (“cooling-off period”)

To cancel a Contract, you must clearly inform us, preferably:

If you cancel an order (or part of an order) during the cooling off period, you must return the Product(s) within 14 days after the day on which you notify us of the cancellation and comply with the Returns Policy.

If you cancel a Contract between us within the 14-day cooling-off period (see above), we will process the refund due to you as soon as possible and, in any case within 14 days after the day on which we receive the Product(s) back or (ii) if earlier, the day on which we receive evidence that you have returned the Product(s) to our returns address.

We will refund the price of the Product(s) in full (subject to any deduction we are entitled to make due to your use of or damage to the Product(s)), including the cost of standard delivery.

However, we will not refund your cost of returning the Product(s) to us, and you are responsible for those costs. We should note that the refund will be issued to the original card used for payment. This cannot be changed.

Where you have paid any duties or taxes directly to the relevant authorities on the importation of the Product you wish to return, Ralph & Russo shall have no liability in relation to any claim for a refund of such duties or taxes from the authorities or whether such a refund is possible.

Return to Boutique

Clients in the UK can return products back to our London base Artyytude showroom. Unit 12, 10 Lyell St, Leamouth Peninsula, London E14 0SZ

 

Faulty Products

Should an item be received by you in a damaged state or without tags, we ask you to contact us immediately. We strongly recommend that products are checked thoroughly before they are tried on or any tags or packaging are disposed of.

If any Product you order is damaged or faulty when delivered to you or has developed a fault, you may have one or more legal remedies available to you, depending on when you make us aware of the problem, in accordance with your legal rights. If you believe a Product was delivered damaged or faulty or has developed a fault, you should inform us as soon as possible, preferably in writing, giving your name, address, order reference and including images of the specific damage on the product. Nothing in this section affects your legal rights.