To return your purchase, please complete the requested form below or email us at firstname.lastname@example.org
stating your full name, order number and a reason for the return. Once we’ve received your request a Ralph Jacobs consultant will be in contact with you to arrange collection of the unwanted items by courier.
Please note that goods purchased online must be returned following this process and cannot be returned at Ralph Jacobs boutiques and counters.
We do ask that you return your purchase in the condition that you’ve received it. Please include original packaging with all tags and packaging intact.
Returns can not be processed outside our working hours.
Engraved and “Made to Order” items are non-returnable/non-refundable. See Terms and Conditions of Sale for further information.
You can return an unwanted product to us at no charge, provided;
- it is undamaged and unused, with the original labels and stickers still attached;
- it is not missing any accessories or parts;
- you log a return on the Website within 7 days of delivery to you or collection by you of the unwanted product.
Changed your mind?
Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not;
- a product which has been personalized for you or made to your specifications.
We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
2: Products damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.
We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).
3: Defective products
We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will NOT be regarded as defects and will not entitle you to a return under this section 3:
- faults resulting from normal wear and tear;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from a failure to adequately care for the product;
- damage arising from unauthorized alterations to the product;
- where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.