Refund policy

We design with intention, but we understand that fit is personal. If your purchase isn't quite right, we are here to facilitate a smooth return.

Australian Consumer Law Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under the Australian Consumer Law.

30-Day Refund Policy In addition to your statutory rights, we offer a 30-day return policy. You have 30 days from the date you receive your item to request a return for a refund.

To be eligible for a return:

  • Your item must be in the same condition that you received it: unworn, unused, with all original tags attached, and in its original packaging.

  • You must provide a receipt or proof of purchase.

Return Shipping Costs Please note that customers are responsible for return shipping costs.

  • Prepaid Label Option: For your convenience, we can provide a prepaid return shipping label upon request. If you choose this option, the cost of the return shipping label will be deducted from your final refund amount.
  • Self-Postage Option: Alternatively, you may ship the return using the carrier of your choice. We strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Note: If the item is faulty, damaged, or incorrectly described, Rubylore will cover the return shipping costs entirely.

Non-Returnable Items Please note that we cannot accept returns for:

  • Sale Items: Items purchased during clearance or final sale events.
  • Personalized Items: Custom orders or personalized pieces.
  • Gift Cards.
  • Swimwear & Intimates (Hygiene): For health and hygiene reasons, swimwear and intimate apparel (including bodysuit-style silhouettes) may only be returned if the original hygiene liner is intact and has not been removed or tampered with. We kindly ask that you try these items on over your own lingerie.

How to Initiate a Return To start a return, please contact us at support@rubylore.com.

If your return is accepted, we will provide you with a return shipping label (if requested) or detailed instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Order Issues Upon the arrival of your package, please inspect your items immediately. If you find an item is defective, damaged, or if you have received the wrong piece, contact us right away at support@rubylore.com. We will evaluate the issue and make it right immediately.

Exchanges The most efficient way to ensure you receive the piece you desire is to return the item you have. Once your return is accepted, you may make a separate purchase for the new item.

International Orders (UK & EU) For customers purchasing from the UK or European Union, you have the right to cancel or return your order within 14 days for any reason under the Consumer Contracts Regulations. The item must still meet our original condition requirements.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved.

  • Approved: If approved, you’ll be automatically refunded on your original payment method within 10 business days.
  • Processing Time: Please remember it can take some time for your bank or credit card company to process and post the refund.
  • If more than 15 business days have passed since we approved your return, please contact us at support@rubylore.com.

Store name: RubyLore
Company name: NextCTR LLC
Company Address: 5900 Balcones Drive STE 100 Austin, TX, 78731
Company Number: 806358928
Phone: +61370648697
Email: Support@rubylore.com
Monday to Friday: 9:00 am - 5:00 pm AEST