Refund Policy
Thank you for shopping at Helen & Ruby. If you are not fully satisfied with your purchase, we offer a 30-day return policy.
Please review the conditions below before returning an item.
Eligibility for Returns
We accept returns within 30 days from the date you received your order.
To qualify for a standard return, the following conditions must be met:
- The item must be unworn, unused, and in the same condition in which you received it.
- The item must include all original tags and, where reasonably possible, its original packaging.
- A valid proof of purchase, such as your order number or receipt, must be provided.
These conditions apply to standard change-of-mind returns and do not limit any rights you may have under applicable consumer law.
Return Procedure
To request a return, please contact our customer service team at:
Please include:
- Your order number
- The item(s) you wish to return
- The reason for your return
You must contact us before sending your item back so that we can provide return instructions and the correct return address.
Where applicable, we may also provide a return shipping label.
Returns sent without prior authorisation may not be accepted.
Return Shipping Costs
For standard change-of-mind returns, return shipping costs are the responsibility of the customer.
For verified damaged, defective, or incorrect items, Helen & Ruby will cover reasonable return shipping costs where required.
Order Cancellation
If you wish to cancel or change your order, please contact us as soon as possible at info@helenandruby.com.
We begin processing orders quickly, so we cannot guarantee that a cancellation or change will be possible once processing has started.
Once an order has been dispatched, it can no longer be cancelled. You may instead request a return after the order has been delivered, subject to this Refund Policy.
For certain custom-made, personalised, or made-to-order items, cancellation may no longer be possible once production has started.
Exceptions / Non-Returnable Items
The following items may not be eligible for standard change-of-mind returns:
- Gift cards
- Personalised items
- Custom-made or made-to-order items
- Selected print-style items prepared specifically after an order is placed
- Items clearly marked as non-returnable on the relevant product page
This does not exclude any rights you may have if an item is faulty, damaged, incorrectly supplied, or otherwise covered by applicable consumer law.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at:
Please include:
- Your order number
- A description of the issue
- Clear photos of the item
- Photos of the packaging where relevant
Once the issue has been reviewed and verified, we will provide the appropriate next steps.
Depending on the circumstances and your rights under applicable consumer law, this may include a replacement, repair, refund, or another appropriate remedy.
For verified damaged, defective, or incorrect items, Helen & Ruby will not charge a restocking fee.
Restocking Fees
We do not charge restocking fees for approved returns.
Refund Process
To begin a return, please contact us at info@helenandruby.com.
Once your returned item has been received, we will inspect it and notify you of the outcome.
If your refund is approved, it will be issued to your original payment method.
Please allow up to 7 business days for us to process an approved refund after inspection.
Your bank or payment provider may require additional time before the funds appear in your account.
Exchanges
If you would like to request an exchange, please contact:
Please include your order number and details of the item you would like to exchange.
Exchanges may be arranged within 30 days of delivery, subject to product availability and provided the item meets the applicable return conditions.
Our customer service team will provide further instructions.
Australian Consumer Law
Nothing in this Refund Policy is intended to exclude, restrict, or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
Your rights under Australian Consumer Law apply in addition to any rights provided under this policy.
Contact
For questions regarding returns, refunds, exchanges, or cancellations, please contact us:
Helen & Ruby
Email: info@helenandruby.com
Customer Service Hours — Melbourne Time
Monday – Friday: 9:00 AM – 5:00 PM
Saturday & Sunday: 12:00 PM – 4:00 PM