Our Policies

Question

Our Policies

Accepted Answer

Returns

We do not offer exchanges for embroidered apparel or custom items. However, we welcome you to return ONLY APPAREL item(s) by mail in accordance with our Return Policy by reaching out to us at info@inezandruths.com within 3 days of delivery.

Q: I have received my order, and it is not what I expected. What shall I do?

A: In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info@inezandruths,.com with the details. Please allow at least 48 hours during business hours ( Monday thru Friday from 9am -5pm PST) for us to respond and resolve.

Our products are FINAL SALE! REFUNDS ARE NOT ALLOWED. If you notice your product to be defective or incorrect please contact us at info@inezandruths.com IMMEDIATELY within 3 business days of item(s) being delivered.

For Custom Embroidery and Prints (Tees, Hats, Hoodies, Crews)!!

We do not allow refunds or returns for custom items due to the nature of the item being customized. Please review sizing chart for best size recommendations.

FOR APPAREL ITEMS ONLY!!

You have 3 days from the date of delivery to NOTIFY US and return your item.

Refunds for all returns are issued in the form of boutique credit, which will be provided as a Inez and Ruth’s gift card. Our aim is to process returns within 5-7 business days from the date your item(s) are received by us. Please be patient with this process.

Please be aware that we thoroughly inspect all returned items for any damages, indications of wear, or removal of labels and tags. If an item does not meet our inspection criteria, it may result in the denial of boutique credit.

Shipping

Tracking information is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please reach out to us at info@inezandruths.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before you contact us in case the order confirmation has been diverted there.

To avoid any shipping discrepancies.

To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please make sure that your address is correctly entered and includes all relevant and/or required information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) is critical for ensuring timely delivery. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.

Q: How can I cancel my order?

A: There is only a short amount of time between when you place your order and when we start processing it. Changes are only allowed within the first 24 hours. If you contact us within 24 hours of placing the order, we can honor your request for cancellation. Please email us at info@inezandruths.com.

Q: Can I change my order?

A: If you need to alter your order, please do so within the first 24 hours of placing order to avoid delays in the shipping. To make alterations please communicate your changes or updates to info@inezandruths.com

Our Embroidery products are custom made. Once the order is placed, please allow 5-7 business days (Monday - Friday) for processing and preparation for shipping. Shipping normally takes about 2-7 business days with postal services. The processing and shipping times may be delayed during SALES and Holiday times. Please understand that due to our business structure.

WE DO NOT ACCEPT RUSH ORDER REQUESTS.

Big Sales & Holidays: Please allow an additional 3-5 business days for processing, and standard postal services delays.

Q: How much for shipping?

A: We offer a flat rate of $9.99 shipping cost for your convenience. If your order value is more than $100, we provide free shipping within the U.S.

In the event that you receive two separate tracking numbers we ship our embroidery and custom orders separately from our boutique. We do not ask for additional shipping cost, they will automatically generate separate tracking numbers that depart at different times.

Order Tracking

We’ll provide updates at every stage of your order, from the moment you place it, through to dispatch and delivery. In your delivery confirmation emails or text messages, you’ll receive a tracking reference which you can use to check the progress of your order online. Please allow up to 5-7 days to receive your tracking information.

Order Processing

All orders are subject to processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up from our fulfillment center by the applicable carrier. Depending on a number of factors, orders may take up to 5-7 business days (excluding Saturdays, Sundays, and Holidays) to process.

After your payment is authorized and verified, orders can still take up to 5-7 business days. This is just an estimate and doesn't include weekends or holidays.

Processing Time

Holiday (Mid November til Mid-January)

Please allow 7-11 business days during the holiday season. Please be mindful that Black Friday and the holidays will be our busiest time of the year, and we are grateful for all our supporters. However, all the support does increase the processing time. We greatly appreciate you as well as your patience. Thanks in advance.

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