Return and Refund Policy

Your Right to Return

You have the right to return items within 14 days of receiving your order for a full refund or store credit, provided they are unused, undamaged, and in their original condition with all tags attached.

How to Return

Please contact us at ruanlondon.studio@gmail.com within 14 days of receiving your order to initiate a return. We will provide you with return instructions and our return address.

Return Shipping Costs

  • UK returns: Customers are responsible for return shipping costs. We recommend using a tracked service.
  • European Union returns: Customers are responsible for all return shipping costs and any customs duties, taxes, or clearance fees incurred when returning items to the UK. These fees will be deducted from your refund amount.

Free Shipping Threshold

If your original order qualified for free shipping (orders over £50) and the return reduces your order total below £50, the original shipping cost of £3.99 will be deducted from your refund.

Refund or Store Credit?

You can choose between:

  • Refund to your original payment method: Processed within 14 days of receiving your returned item. Return shipping costs and any applicable fees will be deducted.
  • Store credit: Receive your credit immediately upon return confirmation. Store credit never expires and can be used for future purchases.

Faulty or Incorrect Items

Please Note: Colour Variations

All product photos are taken in natural light and edited to be as accurate as possible. However, please be aware that colours may appear slightly different on your screen due to monitor settings and lighting conditions. Minor colour variations between the product photos and the actual item are not considered a fault and do not qualify for a free return.

All our crochet items are handmade in the UK, so each one is unique with slight natural variations. If you receive an item that is faulty, damaged, or significantly different from the description, please contact us within 14 days of receiving your order.

We will offer one of the following solutions:

  • A replacement item (subject to availability)
  • A full refund to your original payment method

In cases of faulty or incorrect items, we will cover the return shipping cost. Please contact us before returning the item so we can arrange the return.

Non-Returnable Items

Due to hygiene reasons, the following items cannot be returned unless faulty:

  • Items that have been worn or used
  • Items without original tags or packaging

Processing Time

Refunds are processed within 14 days of receiving your returned item. Please allow 5-10 business days for the refund to appear in your account, depending on your payment provider.

Questions?

If you have any questions about returns or need assistance, please contact us at [your email]. We're here to help!