This policy is for orders without discount codes or sale items. Here's what you need to know:
Returns and Refunds:
We offer refunds to your original payment method or store credit for all unworn, unwashed with tags still attached full-priced items within 30 days from the date of shipping.
Store Credits:
Credit notes have a 4-year expiry.
Original Shipping Costs:
Shipping costs are non-refundable.
Return Shipping Costs:
You are responsible for all return postage costs. We recommend using a traceable delivery service and keeping proof of postage.
Discount Codes:
If you used a discount code, this policy does not apply to you. You will only be eligible for a store credit.
Gift Cards:
Gift cards cannot be turned into cash refunds.
This is the policy for orders that applied discount codes or include sale items (excluding warehouse or sample sales).
Discounts include any codes entered at checkout including welcome discounts, review discounts, rewards discount, sitewide sales, and influencer discounts.
Returns:
You can return your discounted or sale items within 30 days of order being shipped. We'll give you an online gift vouchers. Tags must be attached and in original resalable condition. This means no perfumes, tanning products, make up, or animal hair should be present.
Discount Codes:
Discount codes do not have cash value. If you make a return, your online store credit will be the amount you paid at checkout minus the discount code value.
Original Shipping Costs:
Shipping costs are non-refundable and are paid to a third-party service. We do not profit from shipping charges.
Return Timeframe:
You must request a return and send the merchandise back to our warehouse within 30 days from the delivery date.
Return Shipping Costs:
You are responsible for all return postage costs. We recommend using a traceable delivery service and keeping proof of postage.
No Exchanges. We no longer offer exchanges due to system limitations. However, if you're looking to replace an item, you can effortlessly utilise your store credit for a repurchase.
Your store credit serves as a seamless solution for acquiring your preferred item from our store.
Should you need any assistance or guidance on how to make the most of your store credit, our team is here to lend a hand. Fee free to reach out, and we'll gladly ensure your shipping experience is smooth and delightful.
Thank you for your understanding and continued support towards R&S.
Why don't we offer refunds if you have received/used a discount?
At R&S, we value transparency and want to clarify our policy regarding refunds on discounted orders. We don't offer refunds on discounted items due to the time-consuming and costly nature of processing returns. The associated expenses, including staff fees, repackaging fees, and returns platform fees, transaction fees are not built into the product prices.
In our commitment to keeping our products affordable amid the rising cost of living, we strive to avoid unnecessary overheads. When you use a discount code, it affects the overall cost of the item, and we provide customers with the choice to apply these codes at their discretion. We want to emphasize that using discount codes is entirely optional, and if the possibility of a refund is crucial to you, you have the autonomy to forgo the discount.
We appreciate your understanding and continued support of our business.
What items are exempt from being returned?
Some items cannot be returned. Here's what you need to know:
Items marked as faulty and sold at a discounted price, including warehouse and sample sales, can't be returned.
Gift cards are also non-returnable.
Warehouse Final Sale Policy: No Returns, Exchanges, or Store Credits
If an item is labelled as "warehouse final sale," it's not eligible for returns. This applies to all items discounted by 70% or more. Unfortunately, we can't offer refunds, exchanges, or store credits for these items.
It's important to know that these items might have small imperfections, like pre-production samples, ex-photoshoot stock, discontinued stock lines, minor stains, small stitching issues, inconsistent fits, or slight fabric quirks.
By buying these items, you're agreeing to our no-return policy.
To get started, please email us at olivia@rumiandsol.com.au and ensure you add your order number. We will then reply with your options, either a refund for a full priced item only or a store credit for discounted items.
What is your return address?
Rumi and Sol
7 Denton St
South Mackay
QLD 4740
Return shipping for change of mind or incorrect fit is customer borne and non refundable. We recommend keeping your tracking details as R&S are not liable for returns lost in transit.
If you have received a faulty or incorrect item - we will bear the return shipping cost once item is returned and we have established it as faulty, the shipping cost will be refunded.
Please allow 2-3 business days from delivery for our team to process your return.
Firstly we are so sorry about this! We pride ourself on quality control across all of our stock. If you feel that your item is faulty or incorrect, please email our team at olivia@rumiandsol.com.au within 7 days of delivery. We will investigate this and assist you further.
Our pieces are made from beautiful quality fabric. To keep it in it's best condition we always recommend looking after your pieces with the highest level of care.
Either hand wash or pop your pieces in a delicates bag into the washing machine on a cold gentle wash cycle with like colours. Hang your pieces in the shade to dry. Handle your knitwear with extra care due to their delicate nature.
R&S will not be responsible for any damage caused to items from washing machines or laundry products - this includes items being caught on a washing machine or products causing stains, bleaching or dye leaking.
To avoid any items being damaged, R&S advises a cold hand wash always.
If you have damaged your item in the wash or when wearing it and would like advice on how to repair it, please get in touch with us at olivia@rumiandsol.com.au and we will do our best to assist you and make helpful suggestions.
