Shipping & Returns

REFUND POLICY

FAULTY ITEMS

The procedures set out here to cancel an order or return an item do not affect your right to reject faulty goods. 

Please note that certain items cannot be returned unless Rue5 Limited is at fault.

If you do receive a faulty item, please follow one of the procedures outlined in our Returning an Item section (or for faulty personalised jewellery please follow the returns procedure set out in the Personalised Jewellery section).

RETURNING AN ITEM

If you wish to return goods, you have a duty to keep them in your possession and to take reasonable care of them until you return them.

Goods must be returned in their original condition, including immediate packaging, within the cooling off period.

We accept refunds or exchanges of pierced jewellery only in original packaging. If you would like to return your purchase please ensure the plastic bag containing your order remains sealed. If the items have been removed from the bag or if the bag has been tampered with, we cannot refund or exchange the item due to hygiene reasons.

Our refund policy does not affect your statutory rights. For further information on your statutory rights, visit www.consumerdirect.gov.uk.

There are two easy ways to return an item:

RETURN TO THE RUE5 STORE FOR AN IMMEDIATE REFUND

1. Place the item into its original presentation box. Please note that pierced jewellery must be returned in its original sealed packaging.
2. Take it along to the Rue5 store, together with your despatch note.
3. If the item is in its original condition, we will process the refund or exchange for you. Please note that pierced jewellery must be returned in its original sealed packaging.
4. If you require a refund, please bring with you the credit/debit/gift/insurance card used to place the order.
5. If you received the item as a gift, you'll be reimbursed with a gift card, credited with the cost of the item.

RETURN BY POST

You can return unwanted items to us by post. You will be refunded on the credit/debit card you used to place the order within 28 days.

1. Contact the Rue5 store on 01200 428505.
2. We will send you pre-paid labels to attach to your parcel so that postage will be free for you.
3. Place the item into its original presentation box and make sure that the parcel is sealed securely. You should also place a copy of your despatch note into the parcel.
4. If the item is in its original condition, we will refund the payment card used to place the order. Please note that pierced jewellery must be returned in its original sealed packaging
5. If you wish to exchange your item, you will need to return it to the Rue5 Store address, as we are unable to process an exchange by post.
6. If you received the item as a gift, the easiest way to return it is to take it to the Rue5 Store where you will be reimbursed with a gift card, credited with the cost of the item. See the above section for details.

RETURNING A GIFT

Cash refunds for gifts can only be made to the payment card used to purchase the goods. If you buy a gift online, the recipient will not be able to get a cash refund if they want to return the item. If a recipient does want to return a gift, we will exchange it for a gift card credited to the value of the gift at any Ernest Jones store within the cooling off period.

Our refund policy does not affect your statutory rights. For further information on your statutory rights, visit www.consumerdirect.gov.uk.

COOLING OFF PERIOD

Except in relation to Personalised Jewellery, when you order from us online, you are entitled to a cooling off period when you can return your goods without any penalty. Our cooling off period is 30 days, which includes any statutory cooling off period.

This period starts the day the contract is agreed (i.e. you receive an email from us saying we have despatched your order) and ends 30 days after the day following delivery of the goods.

Personalised Jewellery is excluded from the cooling off period guarantee, unless Rue5 Limited is at fault (please see our dedicated Personalised Jewellery order section below).

CANCELLING AN ORDER BEFORE DESPATCH

If you change your mind after placing an order, you can cancel it at any time before we despatch it by telephoning us. You will need to give as your name and address details, as well as your order number.

If an order is cancelled after the product has been dispatched, an chargeable shipping costs will still stand.

RIGHT TO CANCEL

You have the right to cancel your order at any time between now and 30 days after you (or the person you ask us to ship the products to) receive your items. Certain exceptions to this cancellation right apply, they are set out below.

This right to cancel is inclusive of the 14 day statutory cancellation right that you have, but is in addition to your rights to return defective or damaged goods and your other legal rights. For further details of these rights you can contact the Citizens Advice Bureau at www.adviceguide.org.uk/consumer.

IMPORTANT NOTE REGARDING PERSONALISED, PIERCED & ENGRAVED JEWELLERY:

Please note that your right to cancel does not apply to orders for pierced jewellery where packaging has been opened, personalised jewellery, gifts or engraved items.

EXCERCISING YOUR RIGHT TO CANCEL

To exercise the right to cancel, you must inform us clearly of your decision to cancel. We recommend that you do this by email to linzi@rue5.uk, do this as early as possible as this reduces the risk of any dispute about whether or not you have cancelled.

If you wish to cancel by letter, please write to:

Rue5,
5 King Street,
Clitheroe,
BB7 1JP.

 We recommend that you include the following information in your cancellation letter/email:

[I/We [*] give you notice that I/We [*] cancel my/our [*] contract of sale of the following goods:

Ordered on [*]/received on [*],

Order Number:

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date: