Returns & Exchanges
What is your return policy?
At Ralph & Russo we want every client to be pleased with their purchase. If for any reason you are not completely satisfied, you may return or exchange your purchase within 14 days of delivery. Please ensure that the items you are returning are new and unused, with all labels, tags and the original packaging in tact.
Can I exchange my item?
If the item you originally ordered does not meet your expectations and you would like to exchange the item for another size, we are happy to assist you with an exchange. Exchanges are subject to the availability of the alternative piece and adhere to our returns policy. Should the item you want to exchange be more expensive that the original piece ordered, then we will arrange to take payment for any excess. Similarly if the item you want to exchange is of lower value to the original piece, then we will issue a refund for the differing value. In order to arrange an exchange please contact our Client Care Team who will be more than happy to assist you arrange an exchange.
How do I return an item?
As soon as you've decided you'd like to exchange or return your item(s), please contact our Client Care Team and they will book a collection of your order.
How long does it take for a refund to be issued?
As soon as we receive your return, and it is accepted, you will receive a confirmation email and we will process your refund request. The refund will be processed to the same payment method used during your initial transaction and will take 2-5 business days to reach your bank account.
Can I return an item that I bought online to a Ralph & Russo boutique?
Unfortunately at this time we can not accept returns for online orders in our boutiques.
What should I do if I received an incorrect or faulty item?
If an item has been received in anything less than perfect condition, please contact our Client Care Team immediately who will help to resolve your issue. Similarly, if you receive an item that is incorrect, or the wrong size, please contact our Client Care Team who will remedy the issue.
I have received my items but it does not match my order, what should I do ?
If your order has arrived incomplete or different from what your ordered, please contact our Client Care Team who will assist you with your enquiry.
Can I cancel my order or an item from my order?
We are unfortunately unable to modify an order once processed. If you wish to cancel your order please get in touch with our Client Care Team as soon as possible.
My order was cancelled, so why do I still see a charge?
When an order is cancelled you may have a pending authorisation which is not an actual charge. Depending on the bank, it can take up to 3-5 business days for the authorisation to be removed.