Refund policy

Returns

As a small business, each order means a great deal to us, and we take pride in the care and attention put into every product. While we understand that shopping online doesn’t always go as planned, we’re only able to accept returns under specific circumstances due to the nature of our business.

We gladly accept returns or exchanges in the following cases:

Items that are faulty or defective
Items that are damaged in transit
You received an incorrect item

If any of the above applies, please contact us within 7 days of receiving your order with your order number and clear photos of the issue. We cannot accept returns past 7 days

Please note that we do not accept returns for:

Change of mind
Incorrect size ordered

As a small business, we’re unable to absorb the costs associated with returns for reasons outside of our control. We encourage customers to carefully review product descriptions and sizing information before placing an order.

Thank you for understanding and for supporting small business!

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Repairs

At Ruth.K, we are committed to quality and customers loving their orders. We want you to feel confident in your purchase, and we understand that due to the nature of handmade garments, occasional issues such as loose threads or minor structural flaws may occur.

That’s why we offer complimentary repairs for eligible items!

Eligibility for Free Repairs:

We will gladly offer free repairs if:

The issue is structural (e.g., loose stitching, seam separation)
The issue is determined to be due to a manufacturing fault rather than wear and tear

Terms:

The item must have been purchased within two weeks of reporting the issue
We reserve the right to assess whether the issue resulted from normal use or external factors beyond our control

How to Request a Repair:

Email us at repairs@ruthkcollective.au with your order number and clear images of the issue
We will review your request and confirm if the repair is eligible
If approved, we’ll send you a prepaid return shipping label
Drop the item off at your local post office using the provided label

Repair Timeline:

Please allow up to one week for repairs to be completed. Once repaired, your item will be shipped back to your original delivery address.

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Exchanges

We understand that sometimes sizing doesn’t work out, and in some cases, we are happy to offer exchanges for size.

However, as a small business with limited production runs, please note the following:

Stock Availability

Our pieces are released in small-batch “drops,” and once a drop sells out, it means every item produced has been sold. As a result, stock for exchanges may not be immediately available.

If you'd like to request a size exchange for an item that is currently out of stock, you may:

Contact us within 7 days of receiving your item
Return the original item to us (in unworn, original condition)
Wait for the next restock of that item

Once stock becomes available, we will process your exchange. Please note that restocking may take up to 6 weeks, depending on our production schedule.

Colour Exchanges

At this time, we do not offer exchanges for colour. Due to the limited nature of each colour-way and varying demand, we’re unable to accommodate colour swaps. This helps us ensure fairness and consistency, especially when some colours sell out more quickly than others.

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