Terms of Service

Last updated: 19 October 2026

1. About Frankie & Ruby

Welcome to Frankie & Ruby, a curated preloved boutique offering carefully selected clothing and accessories, personal styling, colour analysis and digital styling resources.

This website, www.frankieandruby.co.uk, is operated by Victoria Lochhead, trading as Frankie & Ruby, a sole trader based in Newbury, Berkshire, United Kingdom.

By purchasing from our website or booking our services, you agree to these Terms of Service, together with our relevant policies. Nothing in these terms affects your statutory consumer rights.

If you have any questions, please contact info@frankieandruby.co.uk.

2. Our Preloved Boutique

Most clothing and accessories sold by Frankie & Ruby are preloved, and many are individual, one-of-a-kind pieces.

We take care to photograph and describe each item accurately, including its condition, measurements and any noticeable imperfections. As preloved items have had a previous life, minor signs of wear may be present, consistent with their stated condition.

Please read product descriptions and measurements carefully before ordering. Clothing sizes can vary between brands and eras, and colours may appear slightly different depending on your screen.

We aim to provide accurate information, but if an item is faulty or not as described, your statutory rights remain fully protected.

3. Orders and Availability

When you place an order, you are making an offer to purchase the selected products or services. Your order is accepted when we confirm acceptance, normally through an order confirmation email.

Because many boutique items are one of a kind and may also be offered through other selling channels, an item may occasionally become unavailable before our website stock information is updated.

If we cannot fulfil an order, we will contact you promptly and provide a full refund for any unavailable item.

We reserve the right to decline or cancel orders where there has been a genuine pricing error, suspected fraud or another legitimate reason, subject to applicable consumer law. Any payment already taken for a cancelled order will be refunded.

4. Prices and Payment

All prices are shown in pounds sterling (GBP).

Frankie & Ruby is not currently VAT registered, so VAT is not separately charged.

Delivery charges, where applicable, are displayed during checkout before you complete your purchase.

Payment is processed through the secure payment methods available at checkout. We do not store your full payment card details.

Prices and promotions may change, but changes will not affect orders already accepted.

5. Delivery and Collection

We currently deliver to UK addresses and the Channel Islands where our available delivery services permit.

Our standard and express delivery options, charges and estimated delivery times are explained in our Delivery & Shipping Policy.

Free local collection in Newbury may also be available by prior arrangement. Collection is not a walk-in service, and we will provide the collection details privately once arrangements are confirmed.

We remain responsible for goods until they are delivered into your physical possession, or that of a person you have nominated, in accordance with applicable consumer law.

Please refer to our Delivery & Shipping Policy for full details.

6. Returns, Refunds and Cancellations

Your cancellation and return rights depend on whether you have purchased clothing or accessories, booked a styling service or bought a digital product.

Our Returns, Refunds & Cancellations Policy explains the relevant arrangements, including statutory cancellation rights, return timescales, return postage and refunds.

Nothing in these Terms of Service or our other policies removes or limits your rights under applicable UK consumer law, including your rights if goods are faulty or not as described.

7. Personal Styling and Colour Analysis

Our personal styling and colour analysis services are designed to provide individual guidance based on your circumstances, preferences and the information you choose to share with us.

Service descriptions explain what is included, whether appointments take place online or in person, and the applicable price.

Appointment arrangements will be confirmed following booking. We may ask you to complete a questionnaire or provide relevant information beforehand so that we can prepare appropriately.

Styling advice is personal and subjective. We aim to provide a thoughtful, professional service, but cannot guarantee that every recommendation will suit your individual preferences or produce a particular outcome.

Our Returns, Refunds & Cancellations Policy explains your rights and options if you need to cancel or rearrange an appointment.

8. Digital Products

Frankie & Ruby offers downloadable digital styling resources, including The Wardrobe Homecoming.

Digital products are supplied electronically, normally through a download link following purchase. No physical product will be posted.

Unless a product description states otherwise, digital resources are provided for your own personal, non-commercial use. You may download and print copies for your personal use, but must not reproduce, resell, distribute, share publicly or use the material commercially without our written permission.

The Wardrobe Homecoming includes a voluntary 14-day money-back guarantee. If it isn't right for you, simply email info@frankieandruby.co.uk within 14 days of purchase to request a refund, even if you have already downloaded it.

This guarantee is additional to your statutory rights. Further information is provided in our Returns, Refunds & Cancellations Policy.

9. Website Content and Intellectual Property

The original text, photographs, graphics, digital resources and other creative content produced by Frankie & Ruby are protected by applicable intellectual property laws.

You may browse our website and use its content for personal, non-commercial purposes. You must not reproduce or commercially exploit our original content without permission, except where permitted by law.

Brand names and trademarks belonging to third parties remain the property of their respective owners.

10. Customer Feedback and Testimonials

We welcome customer feedback and reviews.

We will not publish private styling correspondence, identifiable client photographs or personal testimonials for promotional purposes without appropriate permission.

If you submit a public review, it may be displayed in connection with our products or services, subject to applicable privacy and consumer protection requirements.

11. Website Availability and External Links

We aim to keep our website accurate, secure and available, but occasional interruptions, technical errors or maintenance may occur.

Our website may contain links to third-party websites or services. These are operated independently, and their own terms and privacy practices may apply.

We are not responsible for the content of independent third-party websites, although this does not affect any responsibility we have for products or services we sell.

12. Our Responsibilities

We provide our products and services with reasonable care and skill, in accordance with applicable law.

Nothing in these terms excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or breach of your statutory consumer rights.

We are not responsible for losses that are not reasonably foreseeable or that arise from circumstances outside our reasonable control, except where applicable law provides otherwise.

13. Privacy and Personal Information

We handle personal information in accordance with our Privacy Policy and Additional Privacy Information notice.

These explain how we process information relating to website purchases, styling enquiries, appointments, questionnaires and email communications.

14. Changes to These Terms

We may update these Terms of Service from time to time to reflect changes in our business, services or legal requirements.

The version applicable to your purchase will generally be the version in effect when your order was accepted, unless a change is required by law or otherwise agreed with you.

15. Governing Law

These terms are governed by the laws of England and Wales.

Nothing in this section affects any mandatory consumer protections or rights you may have to bring proceedings in another jurisdiction where applicable law permits.

16. Contact Us

Frankie & Ruby
Victoria Lochhead, Sole Trader
64 Westwood Road
Newbury
Berkshire, RG14 7TL
United Kingdom

Email: info@frankieandruby.co.uk

Website: www.frankieandruby.co.uk