Terms & Conditions
These terms and conditions (together with the information and policies contained in the "Customer Service" pages on the website and any other documents referred in these terms and conditions) (Terms and Conditions) set out the legal terms that apply to your use of the website on ralphandrusso.com (Website or Site), the purchase of your products from R&R Online Limited (company number 11399888, VAT number 298 2293 58) whose registered office is at 40 Park Street, Mayfair, London, W1K 2JG ( “Ralph & Russo”, we, us and our).
We reserve the right to change these terms and conditions from time to time by changing them on the Site, although no such change will affect any order you have already placed with us. Please note that these terms do not affect your statutory rights as a consumer. For more information on your statutory rights, contact your local Trading Standards Office, or Citizens Advice Bureau or the equivalent from your country (if any).
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
If you have any questions regarding the Site, these Terms, or in the unlikely event that you have any complaints about any products purchased by you from the Site you can contact us on email@example.com
You agree that you will not engage in any activities related to this site that are contrary to applicable laws or regulations. You may not use this Site for any purpose that is unlawful or prohibited by these legal terms. By accessing the Site you warrant and represent to the website that you are legally entitled to do and to make use of the information available on the site.
We reserve the right to only accept orders from those over 18 however.
It is your responsibility to ensure your equipment (computer, laptop, netbook, tablet or other mobile device) meets all the necessary technical specifications to enable you to access and use the Site and is compatible with the Site. We may, from time to time, restrict access to certain features, parts or content of the Site, or the entire Site. Ralph & Russo may deny you access to i platforms at any time in its discretion. Examples of when we may so deny you access include but is not limited to where we believe that your use of the platform is in violation of any of these Terms, any law or the rights of any third party or was not respectful to others.
In order to access some of the services and features that are being made available by Ralph & Russo Site, you will need to register for an account. When you register you are required to provide information about yourself that is true, accurate, current and complete in all respects.
Here are a few of the benefits you will be able to enjoy by registering with us for a Ralph & Russo account:
- Track your orders and review past purchases
- Request your return or exchange directly from your account
- Build a customised Wish List to create personalised outfits that you can email to friends and family. Plus, you can also print your shopping lists for increased convenience.
- Add sold out items to your Wish List so you can be prioritised and first to know if and when that item is delivered back into stock.
- Save your address and card details so you can shop even quicker next time
- Manage your account details, address book and email preferences
- Be made aware of any private events, or marketing activities that Ralph & Russo are hosting
To create an account, simply click on My Account.then 'Create Account' to fill in your details. The account password you create should be unique and kept secure, and you must notify Ralph & Russo immediately of any breach of security or unauthorised use of your account.
You must ensure that any registration details you provide are accurate. If you choose, or you are provided with, a log-on ID (such as a username and password or other identifier) as part of our security procedures, you must treat such information as confidential and must not reveal it to anyone else. You are responsible for all activities that occur under your log-on ID and must notify us immediately of any unauthorised use or other security breach of which you become aware.
We reserve the right to disable any log-on ID, at any time, if in our opinion you have failed to comply with any of the provisions of these terms and conditions or if any details you provide for the purposes of registering as a user prove to be false.
If you have forgotten your password, click here to change it or follow the ’Forgot Your Password’ instructions on the Login Page on My Account. For security reasons we are unable to send your password via email.
The Products are owned and sold on the Website by Ralph & Russo. Ralph & Russo attempts to be as accurate as possible in the description of the Products. However, we cannot guarantee that any descriptions are totally accurate, complete, reliable or error-free.
The images of the Products on the Website are for illustrative purposes only. Although we attempt to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the Products.
As a consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms and Conditions will affect these legal rights.
The Products sold are supplied for your domestic and private use only. You agree that you will not use the Products for any commercial, business or re-sale purposes.
Ralph & Russo Ltd will not accept any liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity in such circumstances.
Ralph & Russo reserve the right to restrict multiple purchase of one style made by the same customer or to be shipped to the same shipping address
Gift Messages. You are responsible for the content of gift messages and we accept no liability for any such content. We reserve the right to refuse to send messages or to discontinue access to the gift message service at any time entirely at our own discretion and without liability to you.
Ordering and availability
In order to make purchases on the Site you will be required to provide your personal details. In particular, you must provide your real name, phone number, e-mail address and other requested information as indicated. Furthermore, you will be required to provide payment details that you represent and warrant are both valid and correct and you confirm that you are the person referred to in the Billing information provided.
Products may be ordered by clicking on the items you wish to purchase and then following the prompts that will appear on-screen. You may check and correct any input errors in your order up until the point at which you submit your order to us by clicking the "Checkout Now" button on the checkout page.
Orders can also be placed by telephone (+4420 3962 2325 ) in English with the Ralph & Russo client team (for details please see our Contact Us section). A member of our Client Services team will ask you to confirm that you wish to place the order. You will be required to provide your personal details to the Client Care Specialist. In particular you must provide your real name, phone number, e-mail address and other requested information as indicated. Card details will be processed using a secured environment for your protection. You also have the right to opt in or out of any marketing activity. Acceptance of your order and the formation of a contract of sale between us and you will not take place unless and until we have sent you a Dispatch Confirmation.Please note, that whilst we may record the conversation for training purposes, when card details are being exchanged recording will be stopped.
After placing an order, you will receive an email from us acknowledging that we have received your order and giving you an order reference number. Please note that this is an acknowledgement that we have received your order but does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. All orders are subject to acceptance by us. We are not obliged to accept your order and may, at our discretion, decline to accept any order without any liability to you, unless we are not permitted to do so under statutory law. You do, however, acknowledge that by clicking on the "Checkout Now" button, you enter into an obligation to pay for the Product(s).
Acceptance of your order and the formation of a contract of sale of the Products between us and you will not take place unless and until (i) we have sent you an email confirming that the Products have been dispatched or (ii) in the event that you have elected to collect the Products from a Ralph & Russo boutique (where the service is available), we have sent you an email confirming that the Products are available in the specified Ralph & Russo boutique. ("DISPATCH CONFIRMATION"). Please note that the option to collect in store is only available in certain specified countries and from specified Ralph & Russo boutiques.
The contract between you and us in relation to the Product(s) ordered Contract will only be formed when we send you the Dispatch Confirmation. After entering into the Contract, we will be under a legal duty to supply you with goods that are in conformity with the Contract. All orders are subject to availability.
We may contact you if we cannot accept your order. We will contact you if (i) the products that you order are out of stock to inform you that we may cancel the whole or part of your order, or alternatively offer a substitution. A substitution will only be made with your prior consent and if a replacement product has a higher price, you will be liable to pay for the difference in price. If we are unable to contact you, we may cancel the whole order or the relevant part of the order and process the remainder of the order at our discretion. (ii) there is a problem with your payment method / have been unable to obtain authorisation for payment, (iii) there has been a pricing or product description error on the website, (iv) we are unable to deliver the products due to local import restrictions or requirements at your delivery destination or (v) you don’t meet our eligibility to order criteria or are in breach of any of the T&Cs or other law.
The Contract will relate only to the Product(s) whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Product(s) which may have been part of your order until the dispatch of such Product(s) has been confirmed in a separate Dispatch Confirmation.
By making an offer to purchase merchandise you expressly authorise us to transmit information about you to OUR third parties i.e. couriers, fraud prevention, etc
When placing an order for the first time, you may be offered the option to register with us and will be required to complete certain required fields on an order form. We may provide you with and/or ask you to use identifications and passwords and other means for you to be able to access certain areas of the Platforms, such as the My Account section of the Platforms ("SECURE ACCESS"). Where we do so, it is on the condition that you shall be responsible for ensuring that such Secure Access is kept secure and confidential at all times. You shall comply with all security directions and/or recommendations given by us and inform us immediately if you become aware of or suspect any unauthorised use of the Secure Access or if the Secure Access becomes available to an unauthorised party. Without prejudice to our other rights and remedies, we may suspend your access to the Platforms without liability to you, if in our reasonable opinion, such action is necessary for safeguarding the Platforms.
You will own the goods on and from the later of the point in time when: (a) we receive payment in full, or (b) we deliver the goods to you.
Due to the exclusiveness of some of our products, you will find that some pieces have a maximum cap allowing you to only purchase a certain amount of units in one transaction.
Stock Check & Reservation
We may offer you the ability through the platforms to check the availability of certain products in specified Ralph & Russo boutiques. The functionality will not be available for all Ralph & Russo boutiques and is not available on all platforms. The level of stock availability shown will be updated regularly but it does not guarantee that the product checked will be available when you visit the specified store.
When you place an item into your basket, that item is specifically reserved to you for a time of 60 minutes. In the event of prolonged inactivity in the basket (60 minutes and above) this will cause your selection of goods to be released back into stock. In such case, if you go back to the checkout your selection may not be available anymore.
Pre- Order & Waiting List
The Terms in this Section apply to any purchase of Pre-Order Products (as defined below)
From time to time we may invite you to pre-order selected Products on the Site before they are available to purchase from Ralph & Russo Boutiques or on other platforms ("PRE-ORDER PRODUCTS"). In the event that we do so please note that the delivery options offered on the Platforms shall not apply to orders of Pre-Order Products. Pre-Order Products will be shipped between 4-12 weeks from the date that the order is placed (except for Pre-Order Products that are from the runway collection (a “RUNWAY PRE-ORDER PRODUCT”), which will be shipped between 6-8 months from the date that the order is placed) and the estimated date that the Pre-Order Product will be dispatched to you will be displayed in the checkout process as you submit your order.
You agree that if you order a Pre-Order Product, you will be charged shortly after you place your order and before your item is dispatched. Notwithstanding the foregoing, your credit/debit card account or payment method may reflect the deduction of the purchase price immediately upon placing the order. Please note your order is not confirmed until payment has been taken.
Please note that if you order a Runway Pre-Order Product, the product you receive may vary (including fit, appearance, sizing and composition) from the item displayed on the Platforms. This does not affect your right to cancel or return Runway Pre-Order Products
Occasionally however, we may be waiting for shipments from our manufactures for certain key pieces. Consequently you may from time to time be given the possibility of making an Advance Payment for certain items in which case you are able to make an Advance Purchase. This will ensure that you receive this item in priority once the stock has been delivered to Ralph & Russo. Ralph & Russo will only take Advance Purchase orders for stock that has been scheduled for production. Your rights regarding Advance Purchase are the same as those for any other purchase at Ralph & Russo. Alternatively, you may simply choose to register your email address for notification of arrival of the selected merchandise not held in stock.
Items received into stock may be pre-allocated to satisfy Advance Payment orders and customers making Advance Payments will receive items in priority to customers on the Waiting List or customers ordering through the Site for immediate delivery. Please be aware that we may be unable to deliver selected Advance Payment merchandise due to production problems or quality check issues identified when we receive an order into stock. In these circumstances we will notify you by email and refund the Advance Payment to your credit/debit card within thirty days of being advised that merchandise has become unavailable.
If you have registered your email address for notification of the arrival of a specific product featured on our Site, we will attempt to notify you by email within 48 hours of the product becoming available on the Site. Please be aware that on occasion certain products that are in particularly high demand will sell out during this period.
Ralph & Russo will store a record of your transactions for a minimum of one year.
Your order will be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then within 30 days after the date of the Dispatch Confirmation, unless there are exceptional circumstances.
When you have selected your preferred delivery method from those offered for your selected shipping destination and provided your order has been accepted by us, your order shall be processed by us and we will endeavour to dispatch your order within 1-2 working days or as otherwise specified in the checkout process as you submit your order.
Deliveries are made by our trusted couriers and take place on Monday to Saturday (or other normal working week days in countries that do not follow a Western pattern of working week), excluding bank and public holidays, usually within the hours of 8am and 5pm. It is not possible to specify a precise time at which a delivery will take place.
Please note that there are a number of UK postcodes to which we cannot deliver using the F90, SDD, on a next day, Saturday, Yacht, or Private Airport delivery options. Please see Postcode Restrictions. If your delivery address is geographically remote, for example certain outlying islands or other isolated locations, it is possible that we may not be able to deliver there. If that is the case, we will notify you before we accept your order. We reserve the right not to deliver to any country that is prohibited by applicable export laws. Orders cannot be delivered to PO Box or similar addresses. There may be additional restrictions or exclusions in respect to other countries (please refer to the ‘Current Excluded Shipping Territories section below) or of specific addresses in countries to which we ship. These may change from time to time. We shall endeavour to notify you of such restrictions but this may not be possible until we have received your order. Orders received after any “cut off” or “last order” time or received on a day which is not a working day (that is any day on which the banks are open for business in London which is not a Saturday or a Sunday, will be processed on the next working day). Estimated delivery times will be calculated from the date on which the order is placed, unless otherwise specified.
Where you have selected any of the delivery services offered by Ralph & Russo, and your order has been accepted by us, your sole remedy for any failure by Ralph & Russo to dispatch your order in time for delivery within the relevant estimated delivery times for your shipping destination and selected delivery method shall be your right to cancel the relevant order and receive a full refund of any monies paid to us in respect of that order.
Please note that the courier may require deliveries to be signed for.
If the product(S) you are ordering contain certain exotic animal skins or fur, is being shipped from the USA or EU to a region outside of these economic zones, your delivery will take longer (by approximately 2 – 6 weeks on top of the destinations standard delivery time), as we have to obtain licenses (CITE) for the export and import of the products in accordance with international treaties. Certain countries may also require other certification or information in order for your order to be delivered, which again may delay your delivery (by approximately 7 days on top of the destinations standard delivery time). If we are unable to obtain the relevant documentation required for your delivery, we may need to cancel your order. In some instances, you the buyer, may have to purchase specific permits in order for to ship your item and for it to be released from the Customs Unit in your specific jurisdiction.
Please note that certain delivery options will not be available across all our Platforms.
Your order will be delivered to the delivery address you specify when placing your order. We cannot be held responsible if that delivery address is incorrect or incomplete.
Products comprised within the same order cannot be delivered to different addresses.
We aim to dispatch all orders within 24 hours, or 48 hours during sale periods. Delivery times appearing on the site are estimates and are to be used as a guide only and commence from the date of dispatch. In any event, we will deliver the goods to you within 30 days of the day on which we accept your order. Ralph & Russo is not responsible for any delays caused by destination customs clearance processes.
If delivery is delayed by any event outside of our control, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and we will give you a refund for any goods you have paid for but not received.
If you order Product(s) for international delivery, they may be opened and inspected by customs authorities and may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order. In the event that you return an item, the import duties will be refunded if they were originally included in the purchase price. If they were not included then you will be responsible for reclaiming duty directly from your local customs office. Similarly if you are located outside of the EU you will be required to pay additional taxes and duties on exchange items where they were not included within the original price paid.
Please also note that you must comply with all applicable laws and regulations of the country for which the Product(s) are destined. We will not be liable for any breach by you of any such laws.
As we fulfil some of our orders from the Ralph & Russo boutique to allow for quicker delivery times, we shall be entitled to supply the Products in instalments and each instalment shall be deemed to constitute a separate contract with us, and we shall be entitled to supply only part of an order.
Current Excluded Shipping Territories
We don’t currently ship to the below territories
- American Samoa
- Bouvet Island
- British Indian Ocean Territory
- Christmas Island
- Cocos (Keeling) Islands
- CONGO, The Democratic Republic Of
- French Southern Territories
- Heard and McDonald Islands
- Korea, The Democratic Republic Of
- Norfolk Island
- Panama Canal Zone
- South Sudan
- St Eustatius
- St. Barthelemy
- St. Maarten
- St. Pierre and Miquelon
- State of Palestine
- Svalbard and Jan Mayen Islands
- U.S. Minor Outlying Islands
- Wallis and Futuna Islands
Risk and ownership
The Product(s) ordered will be at your risk from the time of delivery or collection (as the case may be). Ownership of the Product(s) ordered will also pass to you on delivery or collection (as the case may be), provided full payment of all sums due in respect of the Product(s), including any delivery charges, has been received.
Price and payment
Prices include VAT for some economic zones but not for others. Similarly, prices exclude delivery costs, which will be automatically added (at the cost shown) to the total amount due when you view the items in your shopping basket, and have selected your chosen different delivery method.
Please note that in some countries additional duties may be payable to your local tax authorities on receipt of your delivery. In some instances, you will be responsible for payment of any such import duties and taxes (Please see below for further details on this). Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order. Please also note that you must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable for any breach by you of any such laws.
Our website will use your IP address and shipping location in order to determine which currency the prices are presented in. Prices shown on the Site can be AUD; EUR; GBP; HKD; and USD. For those customers with payment methods not denominated in these currencies, our website is set up to allocate one of the above currencies.
Customers purchasing from a country / shipping to a country that is served as DDP will not incur additional import duty and tax. These costs are included in the final purchase price. Territories that fall under our DDP shipment options are listed below:
- Guernsey, C.I.
- Spain (inc Canary Islands)
- Isle of man
- New Zealand
- Czech Republic
- United Arab Emirates
- Puerto Rico
- United Kingdom
- Korea, Republic of
- United States
- San Marino
- Saudi Arabia
Customers purchasing from a country served as DDU (all countries not listed above) will be charged for the items purchased and shipping costs only. Import duty or tax costs will be invoiced to you directly from our Couriers or an import broker appointed by you. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.
Prices and delivery costs are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.
The Site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on the Site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product's correct price is less than our stated price, we will charge you the lower amount. If a Product's correct price is higher than the price stated on the Platforms, we will, at our discretion, contact you and ask you whether you wish to proceed with the order at the correct price or cancel your order and notify you of such cancellation. We will not be obliged to supply Products at an incorrect price. If we have taken an advance payment in circumstances where pricing information is incorrect, we shall endeavour to refund the payment taken as soon as possible if the product has not been shipped.
Payment for all orders must be made by credit or debit card on the checkout page, alternatively you can call our Customer Service Team who will be willing to take payment over the phone. We accept payment by most major credit and debit cards.
- American Express
- Diners Discover
- Apple Pay
- Google Pay
- Amazon Pay
You confirm that the credit/debit card or payment method that is being used is yours and that all details you provide to us in respect thereof including, without limitation, name and address details are complete, correct and accurate. You further confirm that the credit/debit card is valid and the inputted payment details are correct. All credit/debit cardholders and payment account holders are subject to validation checks and authorisation by the card issuer or payment method provider. If the issuer of your card or payment method refuses to authorise payment we will not accept your order and we will not be liable for any delay or non-delivery and we are not obliged to inform you of the reason for the refusal.
As we are an international company based in the UK, any transactions placed outside of the UK may appear as international. Depending on your payment method, you may be subject to a bank fee and as this is a bank charge we regret we are unable to influence this.Please note that these fees are non refundable by Ralph & Russo.If your credit/debit card or payment method is not denominated in the currency of your purchase indicated on the Platforms, the final price may be charged in the currency of your card or account. Such final price is calculated and charged by your card issuer or bank or payment method provider and therefore we shall not be responsible for any cost, expense, charge or other liability which may be incurred or suffered by you as a result of your card issuer or payment method provider charging you in a different currency other than the currency of your purchase as displayed on the Platforms.
You will be charged for products at the point and time of purchasing on the platform.
Credit Card Details
Ralph & Russo offers you the ability to save your card details during the checkout making it quicker and simpler to shop with us. Your full card details will never be displayed, except for the last four digits so that you know which of your cards you are using. You can delete your card details by deleting your cards from ‘My Account’. All details are kept secure in our system using Tokenisation.
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discovery. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
While we provide our pricing guidelines, which we at Ralph & Russo will follow business wide, we are not responsible for the prices third parties may decide on. We are therefore unable to price match any retailer.
Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided. The conditions of use relating to any discount code will be related at the time of issue. promotional codes are issued with different conditions of usage and this will be communicated to you in writing at the time of issue.
From time to time we may run promotions where we issue discount codes. These can be used in part-payment of the price of Product(s) ordered online, subject to the terms and conditions under which they were issued (as indicated in our relevant promotion from which you got the code). Discount codes can only be used once, and only during the period of validity stated and only in respect of the relevant Product(s) stated. Discount codes cannot be redeemed for cash.
You agree that we may use Personal Information provided by you in order to conduct appropriate anti fraud checks. Personal Information that you provide may be disclosed to a fraud prevention agency, which may keep a record of that information.
Security and Protection
We take reasonable care to make our Site secure. All credit/debit card transactions on this site are processed by Shopify who provide a secure online payment gateway that encrypts your card details in a secure host environment. If you are a registered Ralph & Russo user, we will securely store your credit/debit card details on our systems. These details will be fully encrypted and only used to process card transactions which you have initiated.
To help ensure that your shopping experience is safe, simple, and secure, Ralph & Russo uses Secure Socket Layer (SSL) technology.
Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Site.
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
Returned Products must conform to our returns policy below.
You have a legal obligation to take reasonable care of the products while they are in your possession, and you must return them in the same condition in which you receive them (except to the extent reasonably necessary to examine them). This includes the following guidelines:
- Products should be returned unworn (other than to try them on), unwashed, undamaged and unused with their original tags (footwear should be tried on, on carpet);
- footwear and accessories should be returned in the original boxes provided and inside a protective shipping box;
- if the Product comes with a security and/or disclaimer tags, and/or protective layers (sole of shoes) then these should be left on;
- hosiery should only be returned if it is unopened and is in its original package; and
- lingerie and swimwear must only be tried on over your own lingerie garments.
- Products should be returned including all the packaging elements that were present when the item was delivered, this includes but is not exhaustive to: authenticity cards, dust bags, garment bags, leather tags, spare heel tips etc
If you fail to comply with the above obligations (including the conditions of return), we may deduct from the refund an amount to reflect the diminished value of the Product(s) up to the full price of the Product(s). Please note, that the removal of security tags will be taken as evidence of use of a product by you and the product cannot be returned in these circumstances.
You cannot cancel a contract for the supply of any of the following Products:
- any Products that have been personalised or made to your own bespoke specifications unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered (see Returns and refunds for customised Products below for more information);
- earrings of any type including costume or fine jewellery (see Returns and refunds of jewellery below for more information); and
- any garments or cosmetics Products that have had a hygiene label or seal removed or broken.
All returns should be requested before you send your items back to us to allow for easy identification and prompt processing. Unidentified returns will be returned to the sender.
Returns and refunds for customised Products
Due to the nature of personalised and monogrammed Products, returns, changes or cancellations are at our discretion. In exercising this discretion, the degree and level of customisation and personalisation and also reserve the right to offer a store credit rather than a monetary refund. Store credit is valid for 6 months from the date of issue. This does not affect your statutory rights. Please note, that personalised and/or customised Products may have a long lead time before shipping, but payment will be taken at the time of or shortly after you submit your order and in advance of shipping.
Returns and refunds for jewellery
We operate a special returns policy for certain jewellery Products due to their value and nature. Any jewellery Products with a value of £1000 or more must be returned to us within 7 days of delivery, and should be returned in its original packaging in the same condition in which you receive them. Please note that it may take longer than normal to process refunds for such jewellery Products due to their nature, as we assess any diminished value whilst within your care.
We recommend that you return Products in their original packaging to ensure the necessary protection when in transit. Instructions for the return of the Product(s) will be included with the delivery package. When cancelling a purchase and returning Products to us you have two options available to you:
- Depending on where you live, exercise your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs). If you choose this option you will be refunded the full price for the Product(s) (subject to our Returns Policy) and the cost of standard delivery but will be liable for the organisation and cost of returning the Product(s) to us.
- Use our Free Returns service. If you choose this option you can return the Products(s) for free and will be refunded the full price for the Product(s) (subject to our Returns Policy) but not the delivery charges.
We describe these two options in more detail below.
(i) Your cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs)
Except in relation to certain types of Products (as set out above), you may cancel a contract at any time before your order is delivered and up to 14 days afterwards, beginning on the day after you received the Products ("cooling-off period")
To cancel a Contract, you must clearly inform us, preferably:
- by email at firstname.lastname@example.org by telephone on +4420 3962 2325 ,giving us your name, address and order reference; or
- by completing and returning the cancellation form [insert link] and sending it to the address set out in the form.
If you cancel an order (or part of an order) during the cooling off period, you must return the Product(s) within 14 days after the day on which you notify us of the cancellation and comply with the Returns Policy.
If you cancel a Contract between us within the 14 day cooling-off period (see above), we will process the refund due to you as soon as possible and, in any case within 14 days after the day on which we receive the Product(s) back or (ii) if earlier, the day on which we receive evidence that you have returned the Product(s) to our returns address.
We will refund the price of the Product(s) in full (subject to any deduction we are entitled to make due to your use of or damage to the Product(s)), including the cost of standard delivery.
However, we will not refund your cost of returning the Product(s) to us, and you are responsible for those costs.. We should note that the refund will be issued to the original card used for payment. This can not be changed.
Where you have paid any duties or taxes directly to the relevant authorities on the importation of the Product you wish to return, Ralph & Russo shall have no liability in relation to any claim for a refund of such duties or taxes from the authorities or whether or not such a refund is possible.
(ii) Free Returns Pick Up
We offer a free collection service to all customers for Product(s) you wish to return except in relation to certain types of Products as set out in the Returns Policy. You have 14 days from receiving your order to return the Product to us. We strongly recommend that you initiate your free returns pick-up within 7 days of receiving your order to ensure that it arrives back in time. Please note that we can only collect returns from the same country to which your order was delivered.
To initiate a free returns pick-up please follow the below steps
- contact our Client Care Specialists by e-mailing us on email@example.com calling us on +4420 3962 2325, or in our Contact Us form.
- Provide them with the order number that contains the item you wish to return
- Our Client Care Specialists would be happy to guide through the returns process
When we have created the return, we will e-mail you with your Returns Authorisation confirmation of your collection time and address, a booking reference number and returns documents
When you receive the documents from our Client Care Tea, print out the Air Waybill (AWB) and attach it to the outside of the parcel. There will also be a copy to give to the courier. Please save a copy of the AWB for your records. You can use this to track your return shipment. If you have been provided with a returns invoice for customs, please enclose one inside the package and attach a signed copy on the outside with the AWB.
Do not seal your package until the driver has checked the contents.
Please note that you have 30 days to contact us upon the pickup of your return to ensure that we have acknowledged it and received the Product. If you contact us after this 30 days period, we cannot guarantee a refund.
Return to Boutique
Clients in the US are able to return products back to our New York and Miami boutique when they are open to the public. Please note, products cannot be returned to Harrods, London Maison, Paris Maison, Doha, Monte Carlo or Dubai.
Should an item be received by you in a damaged state or without tags, we ask you to contact us immediately. We strongly recommend that products are checked thoroughly before they are tried on or any tags or packaging are disposed of.
If any Product you order is damaged or faulty when delivered to you or has developed a fault, you may have one or more legal remedies available to you, depending on when you make us aware of the problem, in accordance with your legal rights. If you believe a Product was delivered damaged or faulty or has developed a fault, you should inform us as soon as possible, preferably in writing, giving your name, address, order reference and including images of the specific damage on the product. Nothing in this section affects your legal rights.
Whilst we have taken reasonable steps to depict Products as accurately as possible through the photographs and other images featured on the Site, the detailing (such as colour, pattern and texture, etc.) you see on-screen will depend on your monitor and, as such, may not exactly reflect the actual detailing of a Product when you receive it.
Any information on the Site regarding sizing of Products is included as a guide only. If you are in any doubt as to the size of any Product you require, we recommend that you contact us prior to placing an order.
What you are not allowed to doExcept to the extent expressly set out in these terms and conditions, you are not allowed to:
- 'scrape' content or store content of the Site on a server or other storage device connected to a network or create an electronic database by systematically downloading and storing all of the content of the Site;
- remove or change any content of the Site or attempt to circumvent security or interfere with the proper working of the Site or the servers on which it is hosted; or
- create links to the Site from any other website, without our prior written consent, although you may link from a website that is operated by you provided the link is not misleading or deceptive and fairly indicates its destination, you do not imply that we endorse you, your website, or any products or services you offer, you link to (and do not frame or replicate) the home page of the Site, and the linked website does not contain any content that is unlawful, threatening, abusive, defamatory, pornographic, obscene, vulgar, indecent, offensive or which infringes on the intellectual property rights or other rights of any third party.
- You may not use any data mining, robots or similar data gathering and extraction tools; framing techniques to enclose the trademarks, logos and other proprietary images, text layouts an formats which we use on the website; meta tags or any other hidden text which uses our name or trademarks
- The bulk buying of our items in order to resell via other retailing platforms, or channels not ran by Ralph & Russo directly, or our authorised partner.
- If clients are to be found doing so, we will stop them from being able to purchase online and any accounts linked to this practice will be suspended.
- If there are clients looking to sell our products and become a partner of Ralph & Russo then they can contact our wholesale / franchisee department to discuss potential partnerships.
You must only use the Site and anything available from the Site for lawful purposes (complying with all applicable laws and regulations), in a responsible manner, and not in a way that might damage our name or reputation or that of any of our affiliates.
All rights granted to you under these terms and conditions will terminate immediately in the event that you are in breach of any of them.
Intellectual property rights
Content included on the Site may be accessed by you for your own internal non commercial use only. You may not copy, perform, publish, modify, transfer, create derivative works from, commercially exploit or otherwise use in whole or part any content, software products or services obtained from this site.
You may not delete or alter, in part or in whole, any copyright, trademark intellectual property or other legal notices from any part of this Site.
All copyright and intellectual property rights in any content of the Site (including but not limited to’ text, graphics, software, photographs and other images, videos, sound, trade marks, logos, data compilations, icons, audio clips, sounds, music and software and code) are owned by, Ralph & Russo. Except as expressly set out here, nothing in these terms and conditions gives you any rights in respect of any intellectual property owned by us or our licensors and you acknowledge that you do not acquire any ownership rights by downloading content from the Site. In the event you print off, copy or store pages from the Site (only as permitted by these terms and conditions), you must ensure that any copyright, trade mark or other intellectual property right notices contained in the original content are reproduced.
Any reproduction or redistribution of the above listed Content is prohibited and may result in civil and criminal penalties. Without limiting the foregoing, copying and use of the above listed materials to any other server, location or support for publication, reproduction or distribution is expressly prohibited. However, you are permitted to make one copy for the purposes of viewing Content for your own personal use.
"Content" is defined as any graphics, photographs, including all image rights, sounds, music, video, audio or text on this Site.
We may change the format and content of the Site from time to time. You agree that your use of the Site is on an 'as is' and 'as available' basis and at your sole risk.
Whilst we try to make sure that all information contained on the Site (other than any user-generated content) is correct, it is not intended to amount to authority or advice on which reliance should be placed. You should check with us or the relevant information source before acting on any such information.
We make or give no representation or warranty as to the accuracy, completeness, currency, correctness, reliability, integrity, quality, fitness for purpose or originality of any content of the Site and, to the fullest extent permitted by law, all implied warranties, conditions or other terms of any kind are hereby excluded and we accept no liability for any loss or damage of any kind incurred as a result of you or anyone else using the Site or relying on any of its content.
It is not our intention to publish any content that can cause any offence. However, should you find something that causes concern we are willing to listen to your concerns. Please reach out to us at firstname.lastname@example.org
We cannot and do not guarantee that any content of the Site will be free from viruses and/or other code that may have contaminating or destructive elements. It is your responsibility to implement appropriate IT security safeguards (including anti-virus and other security checks) to satisfy your particular requirements as to the safety and reliability of content.
The Site may, from time to time, include links to external sites, which may include links to third party offers and promotions. We include these to provide you with access to information, products or services that you may find useful or interesting. Ralph & Russo has no control over the content of Linked Platforms nor are we responsible for the content of these sites or for anything provided by them and do not guarantee that they will be continuously available. The fact that we include links to such external sites does not imply any endorsement of or association with their operators or promoters.
Unless authorised in writing by Ralph & Russo, Ralph & Russo expressly prohibits linking of any part of this Site to or from any other Sites (including so called “deep linking”).
Ralph & Russo will not be responsible for any offence, damage or loss caused by or connected to the use or reliance on such Linked Platforms or the content thereon.
Ralph & Russo will not take any responsibility for any commercial transactions processed on external sites, nor do we take responsibility for any data that is processed and used by the owner of the external link.
Our liabilityNothing in these terms and conditions shall limit or exclude our liability to you:
- for death or personal injury caused by our negligence;
- for fraudulent misrepresentation;
- for breach of any term implied by the Consumer Rights Act 2015 and which, by law, may not be limited or excluded
- under Part I of the Consumer Protection Act 1987; or
- for any other liability that, by law, may not be limited or excluded.
Subject to this, in no event shall we be liable to you for any business losses and any liability we do have for losses you suffer arising from any Contract shall not exceed the purchase price of the relevant Product(s) and is strictly limited to losses that were reasonably foreseeable. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under any Contract that is caused by events outside our reasonable control.
Nothing in this agreement is intended to affect your rights under the law.
You may not transfer or assign any or all of your rights or obligations under any Contract.
All notices given by you to us must be given in writing to the address set out at the end of these terms and conditions. We may give notice to you at either the email or postal address you provide to us when placing an order.
If we fail to enforce any of our rights, that does not result in a waiver of that right.
If any provision of these terms and conditions is found to be unenforceable, all other provisions shall remain unaffected.
These terms and conditions may not be varied except with our express written consent.
These terms and conditions and any document expressly referred to in them represent the entire agreement between you and us in relation to the subject matter of any Contract. We are required by law to advise you that Contracts may be concluded in the English language only and that no public filing requirements apply.
These terms and conditions shall be governed by English law, and you agree that any dispute between you and us regarding them or any Contract will only be dealt with by the English courts, provided that, if you live in a part of the United Kingdom other than England, the applicable law of that part of the United Kingdom will govern and any dispute will only be dealt with by the courts there.
Each provision of these Terms shall be construed independently of each other. If any provision is deemed invalid, void or otherwise unenforceable, that provision shall be deemed severable form and not affect the enforceability of any of the other provisions of these terms.
Governing Law and Jurisdiction
These Terms and all transactions relating to the Sires are governed by English law and you, and we hereby submit to the non-exclusive jurisdiction of the English courts. This does not affect your legal rights as a consumer in the country in which you are location.
Ralph & Russo Employees ordering products from the Platforms, and who are entitled to staff discount, agree that they have read and adhere to the terms and conditions of the Ralph & Russo Global staff discount policy. Employees with any questions about this discount policy please contact your HR department.
These Terms and any document expressly referred to in them constitute the whole agreement between us and supersede any previous arrangement, understanding or agreement between us, relating to the subject matter of any contract.
We each acknowledge that, in agreeing to these Terms, (and the documents referred to in it), neither of us relies on any statement, representation, assurance or warranty ("REPRESENTATIONS") of any person (whether a party to that contract or not) other than as expressly set out in these Terms.
Each of us agrees that the only rights and remedies available to us arising out of or in connection with a Representation shall be for breach of contract as provided in these Terms.
Applicable laws require that some of the information or communications we send to you should be in writing. When using the Platforms, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on the Platforms. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This Section 13 does not affect your statutory rights.
Notices Waiver Contracts
If we fail, at any time during the term of our contract, to insist upon strict performance of any of your obligations under the contract or any of these Terms, or if we fail to exercise any of the rights or remedies to which we are entitled pursuant to the Terms, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.
A waiver by us of any default shall not constitute a waiver of any subsequent default.
Additional Terms from third party providers
The provisions of the Contracts (Rights of Third Parties) Act 1999 are expressly excluded from these Terms such that no third party may claim any rights under these Terms.
No Commercial Use
This Site is for your personal non-commercial use only. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, commercially exploit, create derivative works from, transfer, data mine or sell any Content, software, products, or services contained within this Site. You may not use this Site, or any of its Content, to further any commercial purpose, including any advertising or advertising revenue generation activity on your own Site.
You agree that you will be personally responsible for your use of this Site and for all of your communication and activity on and pursuant to this Site. If we determine that you are or have been engaged in prohibited activities, were not respectful of other users, or otherwise violated the TOS, we may deny you access to this Site on a temporary or permanent basis.
You acknowledge and agree that no joint venture, partnership, employment, or agency relationship exists between you and Ralph & Russo as a result of the Terms of Sale or your use of this Site. You agree that you may not and will not hold yourself out as a representative, agent, or employee of Ralph & Russo, and we shall not be liable for any representation, act, or omission on your part.
Dispute Resolution, Complaints and Governing Law
If you have a complaint about us please email email@example.com giving full details including date of purchase and order reference number where applicable and your full name and address and contact details. The TOS together with all our policies and procedures will be governed by and construed in accordance to the English law and the relevant courts of England and Wales will have exclusive jurisdiction.
We seek to make the website as accessible as possible. If you have any difficulties using the website, please contact us at firstname.lastname@example.org
Contacting usPlease submit any questions you have about these terms and conditions or an order you have placed or ordering in general by email to email@example.com; by telephone on +4420 3962 2325 between the hours of 9am to 5pm, Monday to Friday; or write to us at: FAO: Digital Team, Ralph & Russo: 40 Park Street, Mayfair, London, W1K 2JG; or by submitting an enquiry on our Contact Us page.