Refund policy

UK RETURNS

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return. Returns must be made via Royal Mail ONLY and you will be liable for shipping cost and handling per return to avoid extra costs please try to return all items together per order. 

Ensure your Order number, Name, Address and the items you wish to return is listed on a paper slip within your parcel otherwise your return may not be processed correctly.

Do not send items from multiple orders into one parcel otherwise the return cannot be processed. 


To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with original packaging,  tags, security ribbon(if attached) and in its original condition. You’ll also need the receipt or proof of purchase. All items included in the product must be present. Additionally, please ensure that the garment is free from makeup, fake tan, and any noticeable odours in order to qualify for a return.

The security ribbon attached to the garment must not be removed or tampered to be eligible for a refund.

To start a return, you can contact us at support@ruaymuse.com. Returns must be processed through Royal Mail at the customer's expense unless the item is faulty or damaged.

Please remember to retain your receipt as proof of return.

If your return is accepted, we’ll send you a confirmation as well as instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted. 

You can always contact us for any returns questions via our contact form.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right for you.

Exceptions / non-returnable items

For hygiene and safety reasons, certain items cannot be returned or refunded. These include:

  • Underwear: Briefs, Thongs, Bodysuits.
  • Socks
  • Face coverings
  • Scrunchies & Hair Clips
  • Headbands
  • Swimwear (must have hygiene stickers intact)
  • Personalised/Custom-made items


Exchanges

Due to the nature of our small business we are unable to offer exchanges at this time. 


Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, the process will begin within 14 days after we've registered your return. You’ll be automatically refunded on your original payment method after we've received the item(s). Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 30 business days have passed since we’ve approved your return, please contact us via our contact form. Please note: Shipping costs are non-refundable. If, after returning items, your final order total falls below the minimum spend required for a promotional offer (such as free delivery), the original delivery fee will be deducted from your refund. This ensures the promotion remains valid only for qualifying final totals.

 

UK RETURNS INSTRUCTIONS

To ensure your return reaches us safely, please follow the instructions below carefully.

  1. Repackage your item securely
    Please ensure the item is unworn, unwashed, and returned in its original condition, with all tags intact.
  2. Use Royal Mail only
    Returns must be sent via Royal Mail.
    Unfortunately, we are unable to accept returns sent using other couriers (such as Evri, DPD, DHL, or UPS), as they cannot deliver to our return address.
  3. Choose a tracked service
    We strongly recommend using Royal Mail Tracked or Royal Mail Signed For and retaining your proof of postage until your return has been processed.
  4. Include your order details
    Please enclose a note with your order number, full name, address & email inside the parcel to help us process your return promptly.
  5. Send to the address below

RM Ltd
PO Box 81635  
London  
E1W 9XZ  
United Kingdom

Important Information

  • Returns sent using non-Royal Mail couriers cannot be delivered and may be returned to the sender.
  • We cannot take responsibility for parcels sent using an untracked service.
  • Processing begins once your return has been received and inspected.

If you have any questions or need assistance with your return, please contact us before sending your item.

UAE & USA Returns

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return. Returns must be made via TRACKED SERVICES ONLY and you will be liable for shipping cost and handling per return; to avoid extra costs please try to return all items together per order. 

Ensure your Email, Order number, Name, Address and the items you wish to return is listed on a paper slip within your parcel otherwise your return may not be processed correctly.

Do not send items from multiple orders into one parcel otherwise the return cannot be processed. 


To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with original packaging,  tags, security ribbon(if attached) and in its original condition. You’ll also need the receipt or proof of purchase. All items included in the product must be present. Additionally, please ensure that the garment is free from makeup, fake tan, and any noticeable odours in order to qualify for a return.

The security ribbon attached to the garment must not be removed or tampered to be eligible for a refund.

To start a return, you can contact us at support@ruaymuse.com. Returns must be processed through tracked services at the customer's expense unless the item is faulty or damaged.

Please remember to retain your receipt as proof of return.

If your return is accepted, we’ll send you a confirmation as well as instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted. 

You can always contact us for any returns questions via our email.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right for you.

Exceptions / non-returnable items

For hygiene and safety reasons, certain items cannot be returned or refunded. These include:

  • Underwear: Briefs, Thongs, Bodysuits.
  • Socks
  • Face coverings
  • Scrunchies & Hair Clips
  • Headbands
  • Swimwear (must have hygiene stickers intact)
  • Personalised/Custom-made items


Exchanges

Due to the nature of our small business we are unable to offer exchanges at this time. 


Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, the process will begin within 14 days after we've registered your return. You’ll be automatically refunded on your original payment method after we've received the item(s). Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 45 business days have passed since we’ve approved your return, please contact us via our contact form. Please note: Shipping costs are non-refundable. If, after returning items, your final order total falls below the minimum spend required for a promotional offer (such as free delivery), the original delivery fee will be deducted from your refund. This ensures the promotion remains valid only for qualifying final totals.

 

USA & UAE RETURNS INSTRUCTIONS

To ensure your return reaches us safely, please follow the instructions below carefully.

  1. Repackage your item securely
    Please ensure the item is unworn, unwashed, and returned in its original condition, with all tags intact.
  2. Contact support team to begin return
    Email support@ruaymuse.com for detailed instructions and returns address.
  3. Use a tracked service
    Returns must be sent to address provided after contacting support@ruaymuse.com
  4. Choose a tracked service
    We strongly recommend using a tracked and Signed For service and retaining your proof of postage until your return has been processed.
  5. Include your order details
    Please enclose a note with your order number, full name, address & email inside the parcel to help us process your return promptly.
  6. Send to the address provided upon contacting support@ruaymuse.com. We're here to help if you have any questions. 

Important Information

  • Returns sent to the address provided with ALL relevant information
  • We cannot take responsibility for parcels sent using an untracked service.
  • Processing begins once your return has been received and inspected.

If you have any questions or need assistance with your return, please contact us before sending your item.