Refund policy
At Oh Ruby Lee, every piece is made-to-order and custom printed just for you. Because each item is created specifically for your order, all sales are final, and I'm unable to accept returns or exchanges for sizing or change of mind. Please review the size guide on each listing carefully before ordering — it really does help.
That said, I want you to love what you receive. If your order arrives damaged, defective, or incorrect, I'll make it right. Please inspect your order upon arrival and email me at ohrubylee@gmail.com within 7 days of delivery with your order number and a photo of the issue, and I'll arrange a replacement or refund.
A few notes:
- As all items are custom-made, returns and exchanges for fit, sizing, or change of mind cannot be accepted.
- Please don't send anything back without contacting me first — items returned without an approved request cannot be accepted.
- Approved refunds are issued to your original payment method within 5–10 business days. Please note your bank or card provider may require additional time to post the refund.
- If a package shows as delivered but you're unable to locate it, please check with your household and carrier before reaching out, and I'll be glad to help.
International orders: Because every piece is custom-made to order, your purchase is exempt from the EU/UK 14-day cooling-off right to cancel. The damaged, defective, or incorrect-item guarantee above applies to every order, wherever you are.
Have a question before you buy? Please reach out anytime — I'm always happy to help with sizing or design.