Refund policy

Return and Refund Policy

Last updated: 12 July 2026

At Cole & Ruby Melbourne, we are committed to providing a pleasant, safe, and transparent shopping experience. However, we understand that sometimes a product may not fully meet expectations and for this reason, we offer several solutions.

Australian Consumer Law: This Refund Policy is in addition to your rights under the Australian Consumer Law (ACL — Schedule 2 of the Competition and Consumer Act 2010), which provides statutory consumer guarantees that cannot be excluded. Where a product has a major failure, you may choose between a refund, replacement, or repair. The 30-day window described below is a goodwill policy and does not limit your ACL consumer guarantee rights.

1. Return Terms

You can request an exchange or refund within 30 days of receiving your order.

To start the process, send us an email at helpdeks.webshop@gmail.com including:

Order number
Full name
Email address
Reason for the request
Preference for exchange or refund
Any photos of the product

Once we receive your request, our team will send you all necessary instructions.

2. Conditions for Accepting a Return

The product must be unused and unwashed, in perfect condition, in its original packaging, and with intact tags. Otherwise, we reserve the right to refuse the return (subject to your ACL rights for defective goods).

Please note that items purchased on sale cannot be returned or exchanged outside of ACL consumer guarantee remedies.

3. We Do Not Accept Returns For

Sizing errors if the size guide on the site was not consulted
Minor differences (1–3 cm) due to manufacturing
Damage caused after delivery
Subjective expectations regarding style, colour, or fabric
Delivery delays (delivery times are estimates, not guarantees)

(Note: these limitations apply to change-of-mind returns only. ACL consumer guarantees for defective or non-conforming goods are not affected.)

4. Return Shipping

Return shipping is at the customer's expense for change-of-mind returns. Where a product has an ACL major failure, return shipping costs may be claimed back.

A trackable shipping service (track and trace) must be used. The tracking code must be sent by email to helpdeks.webshop@gmail.com. Without this code, a refund cannot be guaranteed.

Once your return request has been approved, you will receive the correct return address from us. Please note that returns are processed through our international logistics centre, and the return address may vary depending on the order.

Do not send any items back without contacting us first.

5. Where Products Are Shipped From

Our products are shipped directly from our international logistics centre. This allows us to offer a wider range of items, exclusive collections, and more competitive prices — reaching customers across Australia without compromising on quality.

6. Alternative Solutions to Returns

We understand that international shipping costs can sometimes be high, so our team may offer customised alternative solutions in case of dissatisfaction — without the need to physically return the product.

7. Exchanges

You can request a change of size or model. Once the original product is received and verified, we will send the new item.

8. Refunds

In the event of an error or defect, the refund will be processed within 14 days of receiving the product, using the same payment method used for the purchase. Where ACL applies, refund timing may be earlier as required by statute.

Thank You for Your Trust

Our goal is to provide clear, accessible, and satisfactory service.

We're always available for any questions at helpdeks.webshop@gmail.com.