Delivery & Returns
Standard Delivery (Roya Mail Tracked 48) £4.99 Items will be delivered in up to 3 working days upon dispatch.
Our orders are all personalised and will take up to 5 working days to be made and then dispatched before being delivered. (Monday to Friday)
International Shipping
We aren’t currently offering an international shipping service due to the recent exit of the UK from the European Union. We hope to find another solution soon and will ensure we update all customers through our newsletter.
For any delivery queries please email us at Customerservice@ruffandco.co.uk
Returns
We hope you fall in love with your personalised items, however, if you are not completely satisfied with your purchase you have 14 days to return your item in its original saleable condition but please check the reason for return does not fall into any of the below points.
We are unable to accept returns on any personalised items unless we have made a mistake/error on our part or if the item has been received damaged or defective in any way.
We do not accept returns on custom or personalised items due to incorrect sizes ordered or spelling errors made during the ordering process. Ruff cannot be held accountable for any errors made on the order and we do strongly advise to check through the order details before submitting. If such errors have been made you must notify us within one hour of placing your order via email at Customerservice@ruffandco.co.uk. Please note, if your order has already been processed or completed, we are unable to guarantee the requested changes.
Please use the size guides provided to ensure that you order the correct size. Please note our Customer Service team cannot advise on sizing.
We do not accept a return for exchanges or refund if the products are in a used/worn condition.
We will not accept responsibility for goods lost or damaged during the returns process if not sent via a recorded delivery, which we will request proof of.
Please note that we will only refund the cost of the item and not the original delivery charge.
How to process a return:
If your order is eligible for a return please email our customer service team at Customerservice@ruffandco.co.uk
Can you provide;
- Your name, order number, item/s you wish to return along with a brief outline of the reason. Please provide any photos where necessary.
- Our team will respond within 24 hours* to confirm whether the return has been accepted along with the return address and your resolve.
- Please post your goods back to us within 14 days of delivery. We will notify you once the return has been received and have completed the agreed resolve.
- Any refunds agreed will be processed back to the original payment method. Please note this could take up to 5 working days.