Returns Policy

If regrettably, you are not satisfied with your order, Ruby Ellen will refund or exchange a garment/s within 28 days of the initial delivery date.

A returns authorisation number will be issued within 14 days of receiving an order. Ruby Ellen may then only accept garment/s for refund or exchange within 14 days of an authorisation number being issued. Any garment/s received outside of this 28-day period may only be accepted at Ruby Ellen’s sole and absolute discretion.  Exchange of garment/s is subject to availability.

All garment/s must be returned in the original packaging supplied by Ruby Ellen, inclusive of the shipping carton, Authorisation number, original receipt and completed returns form. Garment/s must be in their original condition, unworn, unwashed, unused, and with all tags attached. Any garment/s that are soiled or marked by cosmetics or anything else, will not be accepted for exchange or return and will be returned to the customer immediately.

It is the customer’s responsibility to obtain proof that a garment/s has been posted and delivered for return or exchange by means of registered post or with a carrier of choice. All deliveries sent to Ruby Ellen must have a valid tracking number. Ruby Ellen will not be held liable for any garment/s lost in transit.

Where garment/s fail to meet a standard of acceptable quality (i.e. not of brand standard quality), if they are delivered damaged, or if a manufacturing fault occurs within 6 months of initial purchase they are considered faulty. Garments that are damaged as a result of use and wear are not considered to be faulty.

All refunds issued by Ruby Ellen will be directed to the original credit card used for purchase, processed within 10 business days upon receiving a returned garment/s. This refund will be equal to the full monetary value of the garment/s returned, including relevant taxes and excluding shipping and delivery costs.

Ruby Ellen’s Returns Policy includes all rights that customers hold under the Australian Consumer Law and provides additional benefits to those rights.

If you have any queries about our Policy, please contact us during business hours of 9.00am to 6.00pm (Australian Eastern Standard Time).