Returns, Refunds & Cancellations

At Frankie & Ruby, I want you to feel happy and confident with your purchases. Whether you've discovered a beautiful preloved piece or booked some time together to work on your wardrobe, here's how returns and cancellations work.

Clothing & Accessories

Changing your mind

If you purchase clothing or accessories online and decide they're not quite right, you can cancel your order within 14 days of receiving it.

Please email info@frankieandruby.co.uk with your order number so I can help arrange your return. You can also exercise your statutory right to cancel by making any other clear statement of your decision.

Once you've notified me, you have a further 14 days to return your purchase.

Please take reasonable care of items while they're with you. You may inspect and try them on as you would in a shop, but deductions may apply if an item has been handled beyond what's necessary to establish its nature, characteristics and fit.

Return postage and refunds

For change-of-mind returns, you're responsible for the cost of return postage.

I'll refund the price of the returned item and the original standard delivery charge where required by law. If you chose express delivery, the additional express charge isn't refundable.

Refunds will be made to your original payment method, normally within 14 days of receiving the returned goods or evidence that you've sent them back, whichever is earlier.

Please send returns to:

Frankie & Ruby
64 Westwood Road
Newbury
RG14 7TL

Faulty or incorrectly described items

Every preloved piece is carefully checked and described, including any noticeable signs of wear.

If something arrives faulty or significantly different from its description, please get in touch. Your statutory consumer rights are protected, and I'll work with you to put things right, including covering reasonable return postage where appropriate.

Sale and reduced-price items have the same statutory rights as full-price purchases.

Styling Services & Colour Analysis

I understand that plans sometimes change, and I'll always try to be as accommodating as possible.

• Within 14 days of booking: You can cancel for a full refund if your service hasn't been completed.

• More than 14 days after booking, with over 48 hours' notice before your appointment: You can rearrange free of charge or request a refund.

• Within 48 hours of your appointment: Rearrangement is at my discretion, particularly in cases of illness or unexpected emergencies. A change-of-mind refund isn't automatically available unless required by law.

Where a service is due to begin within the statutory 14-day cancellation period, any applicable requirements relating to early performance and cancellation rights will still apply.

Nothing in these arrangements affects your statutory consumer rights.

The Wardrobe Homecoming — 14-Day Money-Back Guarantee

I want you to feel confident choosing The Wardrobe Homecoming.

If you decide within 14 days of purchase that it isn't right for you, simply email info@frankieandruby.co.uk and I'll refund your purchase. No complicated forms or explanations needed.

This guarantee applies even if you've already downloaded the guide and is in addition to your statutory consumer rights.

Questions?

If you're unsure about a return, cancellation or refund, please email info@frankieandruby.co.uk. I'll be happy to help.

I aim to reply to enquiries within two working days.