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Returns Policy

UK Returns

We offer FREE returns for all eligible UK delivery orders and accept all returns requested within 14 days of the delivery date.

To return, please follow the tracking link and select the option to return -

RUKA tracking page 

Returns are inspected in the order in which they have been received, and we ask that you allow up to 14 working days for us to process your refund. Please be aware that the Royal Mail strike action taking placing during November-December will likely impact the time it takes for us to receive your return. Already returned your online order? Click here to learn when to expect your refund. Please note that all in-store Selfridges purchases must be returned to Selfridges directly.



Before attempting to return your order, please read below to ensure it is eligible:

Hair Extensions

We get it. You order the hair, it arrives and your the texture or colour isn’t quite what you imagined. We accept all returns requested within 14 days of the delivery date.

To be eligible for a return, your product must:

  • Still have the original Ruka tag attached and in a good/saleable condition
  • Still have any original packaging intact (e.g. plastic zip ties / ribbon banding) and in a good/saleable condition
  • Not be altered in any way (brushed out, cut, coloured, bleached)
  • Not appear to have been worn
  • Not be in Clearance, Marketplace or part of a Co-Creator test (this includes in-person Clearance purchases)
  • Be returned in it's barcoded cornstarch Ruka bag (select units)

If not, we will not be able to accept the return, and will either offer you a partial refund, or send the order back to you.


Cosmetics

To be eligible for a return, your product must:

  • Not be opened, used or have a broken protective seal

If not, we will not be able to accept the return, and will either offer you a partial refund, or send the order back to you.


Merch/Accessories

To be eligible for a return, your product must:

  • For clothing/scarves, still have the original Ruka clothing tabs attached
  • Not be altered in any way (stained, stretched, ripped, faded, cracked)
  • Not have been worn

If not, we will not be able to accept the return, and will either offer you a partial refund, or send the order back to you.




Non-UK Returns

Unfortunately we are unable to offer free returns outside of the UK. We know, it's lame and we're working hard on it. Brexit sure did mean Brexit.

For non-UK returns, please email [email protected] with your order number and a brief explanation of the reason for your return.

We'll share instructions on how to repackage your order, and then you can then pick a local courier of your choice. Please ensure you select a tracked service and keep the tracking information so that we can ensure safe arrival of your return.

All eligibility criteria above also applies to non-UK returns, so please read these carefully before processing your return. If we receive an ineligible return order, we will send the order back and you will be liable to cover to cost of that return.


Already returned your order? Click here to learn when to expect your refund

If you have any questions or need further guidance, please email us at [email protected] with the details of your query and a member of our team will be able to assist you further!

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