Shopping help

Return Policy

Everything you need to know about returns, refunds and what to do if something isn’t quite right.

Return window
30 days from delivery
Item condition
Unworn, unwashed, tags attached
Refunds
Original payment method
Support
Contact us before sending your return

The 30-day window and item conditions apply to change-of-mind returns. Your rights for faulty, damaged or incorrect items are not limited by these conditions.

1. 30-Day Returns

We accept change-of-mind returns within 30 days from the date your order is delivered.

If you would like to request a return, please contact our customer care team within this 30-day period.

2. Return Eligibility

To be eligible for a change-of-mind return, items must be:

  • unworn and unused;
  • unwashed;
  • in their original condition;
  • with all original tags still attached; and
  • returned in the original packaging where possible.

We may decline change-of-mind returns that do not meet these conditions.

These conditions do not limit your rights if an item is faulty, damaged or incorrect. Original packaging is not required to exercise your rights under the Australian Consumer Law.

3. How to Return — 3 Simple Steps

  1. Contact us

    Contact our customer care team with your order number and the item(s) you would like to return. For a change-of-mind return, please get in touch within 30 days from delivery.

  2. Receive your prepaid return label

    Once your return request has been approved, we’ll send you a prepaid return label and the relevant return instructions. Please wait for these before sending your parcel.

  3. Package and send your return

    Carefully package your item and send it using the prepaid label, following our team’s instructions. Keep your proof of postage and any tracking details until your return has been resolved.

Start your return

4. Return Shipping

Free returns on eligible items within 30 days from delivery. Here’s who pays for what:

Return postage
Elsie & Rue covers your return postage through the prepaid return label we provide. Please contact us first and use that label to send your return.
Original delivery charges
For a change-of-mind return, any delivery charges paid on your original order are not refunded. We refund the amount paid for the returned item(s).

This change-of-mind policy does not limit any refund or cost reimbursement you are entitled to under applicable consumer law.

5. Refunds

Once your return has been received and inspected, we’ll let you know whether your refund has been approved.

If approved, your refund will be processed back to your original payment method.

For a change-of-mind return, the refund covers the amount you paid for the returned item(s), excluding any original delivery charges.

Please note that it may take a few business days for your bank or payment provider to process and display the refund.

Your rights to a refund or other remedy under the Australian Consumer Law are unaffected.

6. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible with:

  • your order number;
  • a brief description of the issue; and
  • clear photos where relevant.

We’ll review the issue and work with you to find a suitable solution, which may include a replacement, refund or another appropriate resolution in line with your consumer rights.

Please contact our team to arrange any required return. If an item has a confirmed fault, we cover reasonable return postage costs in accordance with applicable consumer law.

The 30-day change-of-mind window and item-condition requirements do not restrict your rights for faulty goods. Nothing in this policy limits your rights under the Australian Consumer Law.

7. Order Cancellations

If you need to cancel your order, please contact us as soon as possible.

If your order has not yet been processed or dispatched, we’ll do our best to assist.

Once an order has been dispatched, it may no longer be possible to cancel it. In that case, you may still request a return in accordance with this policy once your order has been delivered.

Customer care

8. Need a hand?

If you have questions about a return or refund, our customer care team is here to help.

Contact Us

Elsie & Rue — Style for every chapter of life.