Frequently Asked Questions
Last updated: 27 August 2026
How long does shipping take?
Orders are usually processed within 1 to 3 business days.
After dispatch, delivery usually takes 5 to 9 business days.
Delivery times are estimates and may vary during busy periods or due to carrier delays.
Where do you ship from?
Some orders are shipped directly from our trusted suppliers.
This may include suppliers located overseas, including China.
We do this to make fulfilment more efficient and avoid unnecessary handling delays.
Do you offer free shipping?
Yes, we offer free shipping across Australia.
Can I cancel my order?
Only while it has not been shipped yet. Email us straight away at info@rubyelisesydney.com and if your order has not been dispatched, we will cancel it and refund you in full.
Once it has been dispatched we cannot pull it back. You are still covered though: once it arrives, the 30 day money back guarantee applies as normal.
Do you offer returns?
Yes, Ruby & Elise Sydney offers a 30 day money back guarantee.
A return can be started once your order has been delivered to you. The 30 days run from the day it arrives, so you cannot lose the window while you are still waiting for it.
If your parcel simply has not turned up yet, email us at info@rubyelisesydney.com and we will chase it — that is a delivery question rather than a return.
How do I start a return?
Once your order has arrived, email us at info@rubyelisesydney.com.
Please include your name, order number, reason for return and photos if the item is damaged, faulty or incorrect.
Who pays for return shipping?
For change of mind returns, size changes or unwanted items, the customer is responsible for return shipping costs.
If the approved return address is with our supplier in China, the customer is responsible for sending the return there.
This does not limit your rights under the Australian Consumer Law.
When will I receive my refund?
Once your return has been received and approved, we will process your refund to the original payment method.
Your bank or payment provider may need additional time to complete the refund.
What if my item is faulty or incorrect?
Please contact us as soon as possible at info@rubyelisesydney.com.
Include your order number, a description of the issue and clear photos.
We will review the issue and help you with the next steps.
What sizes do you carry?
Clothing is listed in letter sizes. As a guide, S is about AU 8 to 10 and M about AU 10 to 12, and it climbs from there. Most styles run to 3XL and plenty go all the way to 5XL, roughly AU 22 to 24.
Shoes are listed in Australian sizes with the European size alongside, like AU 10 (EU 41). The exact range for any style is always in its size selector.
I am between two sizes. Which one?
Go down. Most of what we carry is cut on the generous side, so the smaller of the two will sit better than swimming in the bigger one.
Not sure about a particular piece? Email us at info@rubyelisesydney.com and we will give you a straight answer.
How should I wash it?
Cold wash, inside out, and dry it in the shade rather than the dryer. That is most of what keeps a good piece looking good.