Elsie & Rue Customer Care
Returns, made simple.
A little peace of mind, every step of the way.
Start your return
Access your order securely to select the pieces you would like to return.
Use the email address from your order. We’ll send a six-digit sign-in code to your inbox.
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Find your order
Sign in securely and open the order you’d like to return.
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Select your items
Choose Request return, select your pieces and tell us the reason.
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Submit your request
Send your request for review. We’ll email you with the next steps.
The details, thoughtfully explained
Your questions, answered.
A few helpful things to know before you start.
Read our Return PolicyWhen can I request a return?
Our commercial return window is 30 days from delivery. Please read our Return Policy for the conditions that apply to your items.
If an item is faulty, damaged or not as described, contact us even if the ordinary return window has passed. Your statutory rights are not limited by our commercial policy.
Is return shipping free?
Yes. Elsie & Rue covers return shipping and provides a prepaid return label after your return is approved. Please wait for your label and instructions before posting your parcel.
How will I know if my return is approved?
We’ll review your request and email you with the outcome and next steps. Submitting a request does not mean your return has already been approved.
Where will I send my return?
Approved returns are sent to our supplier in China. Elsie & Rue pays for the return shipping and provides the correct return address and prepaid label after approval.
Please use only the address in your return instructions.
When will I receive my refund?
After your return has been received and checked, we’ll let you know the outcome. Approved refunds are processed to your original payment method. Please see our Return Policy for the full refund information.
What if my item is damaged or incorrect?
Please contact our team so we can help with the appropriate next steps. If you cannot request a return in your account, you can still contact us about a faulty, damaged, incorrect or misdescribed item.
Need a hand with your return?
Our team is here to help with any questions about your return or refund.
Our commercial return policy does not limit your rights under Australian Consumer Law or other applicable consumer laws.