Returns PolicyUpdated 2 months ago
UK Returns
We get it. You've placed your order and it arrives but the style, length or colour isn’t quite what you imagined. We accept all eligible returns requested within 14 days of the delivery date.
To return, please follow the link below -
Please note that all returned orders are subject to an admin and restocking fee of £2.49 (excl. faults), and are inspected in the order in which they have been received. We ask that you allow up to 7 working days for us to process 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
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 (this includes all plastic zip ties / ribbon banding / elastic banding) and in a well presentable 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 your return fails to be eligible, your refund will be processed less 25% to cover the admin and labour costs involved.
Cosmetics
To be eligible for a return, your product must:
- Not be opened, used or have a broken protective seal
If your return fails to be eligible, your refund will be processed less 25% to cover the admin and labour costs involved.
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 your return fails to be eligible, your refund will be processed less 25% to cover the admin and labour costs involved.
*Received a free gift?
Please note that orders which have qualified for a free gift with purchase will need to be returned with the free gift to receive a full refund. If you return the entirety of your order but opt to keep your free gift, we will process a partial refund less the retail cost of the gift. Alternatively you can return the free gift along with your order for your full refund to be processed.
Already returned your order? Click here to learn when to expect your refund
If you have any additional questions please email Ruka customer care at [email protected] with the details of your query and a member of our team will be able to assist you further!