Returns & Repairs
PERSONALISED ITEMS
Unfortunately we can not accept returns on ‘Personalised’ items for change of mind so please choose carefully.
If you are unsure or have any questions before placing your order, please reach out to our customer service team at info@deerruby.com.au.
NON-PERSONALISED ITEMS
Change of Mind
Full-priced items are eligible for a full refund, unless purchased with Afterpay. A return request must be submitted within 14 days of receiving your order. If you have already exchanged an order once, we offer a credit if you would like to return it again after that.
For Embroidered Jackets, return requests must be submitted within 7 days of receiving your order.
Orders placed with Afterpay are only eligible for a store credit or exchange.
If you would like to return a ‘Non-Personalised’ item within the above terms, please reach out to our team at info@deerruby.com.au for further information.
Sale Items
Sale items or items purchased during a flash sale/promotional event are only eligible for a store credit or exchange. If we cannot fulfil an exchange we will apply the credit to your account. The credit will be valid for 2 years.
Promotional Code
First time customers who use welcome codes are eligible for a full refund unless the item was on sale or the order was placed with Afterpay.
Gift Cards
Gift Cards may not be returned.
In-Store Orders
If you made an in-store purchase we can offer you an exchange or credit. The return must occur within 20 days of your initial order date.
Incorrect Products
It is important to us that you receive your parcel as quickly as possible and in good condition.
If you have received an incorrect product, please reach out to our team directly at info@deerruby.com.au within 48 hours of the parcel delivery.
Please include photos of the item you received and your order number.
FAULTY PRODUCTS
General Info
If you feel your product is faulty, please reach out to our team directly at info@deerruby.com.au.
You must include photos of the item and your order number. If you dispose of the product, we will be unable to assess your claim.
The customer will be responsible for all associated return postage costs.
Please note: a product is considered faulty if there is a breakage or physical fault with the product - not because the product does not meet your expectations.
Deer Ruby cannot be held responsible for items lost or delayed when being returned. Please note the original shipping charges are not refundable.
Jewellery Faults
At Deer Ruby, we offer a 60 day manufacturing warranty from your delivery date on our jewellery. This manufacturing warranty covers faulty clasps, faulty links in chain and tarnishing (not caused by external factors).
Bags, Accessories & Apparel Faults
We sincerely apologise for any inconvenience caused by receiving a faulty accessory or garment. Please contact info@deeruby.com.au with your order number and images of the fault and we will work with you to resolve it as soon as possible. If your items are deemed faulty by our team and we have stock then you will be sent a replacement.
Repairs
If your item is NOT covered under our Manufacturing Warranty or exceeds the 60 day from delivery time frame, Deer Ruby will happily repair your item at your expense.
It is the responsibility of the customer to cover the associated postage costs and to safely return the item to Deer Ruby.
All repairs incur a $90 repairs fee plus $9.95 postage fee.
Please reach out to our team directly at info@deerruby.com.au with your repair request. We will then provide you with further information on repairing your item.
Please note: additional letters can only be added to blank spaces on your current item.
Deer Ruby cannot be held responsible for items lost or delayed when being returned. Please note the original shipping charges are not refundable.