FAQ

General Questions

1. What is Mad Ruffi? Can I trust Mad Ruffi?
Mad Ruffi is an Australian-owned online women's fashion boutique. We're passionate about bringing our customers stylish, affordable pieces they'll love wearing. Our customer support team is here to help with any questions before or after your purchase, and you can contact us at support@mad-ruffi.com.au.

2. Do you have a physical store?
We currently operate online only, bringing stylish fashion to customers across Australia and New Zealand.

Ordering & Shipping

3. How do I place an order?
Simply browse our collections, add items to your cart, and proceed to checkout.

4. What payment methods do you accept?
We accept Visa, Mastercard, PayPal, Apple Pay, and other major payment options.

5. Where do you deliver?
We deliver to Australia and New Zealand. Shipping rates and options are shown at checkout.

6. Do you ship to P.O. Boxes?
Yes, where the carrier supports delivery to P.O. Boxes and Parcel Lockers. If the carrier can't deliver to yours, we'll contact you to arrange a street address.

7. How long will my order take to arrive?
Delivery estimates are counted from the date of your order and include processing and transit time:

• Australia: most orders arrive within approximately 3–8 business days. Please allow up to 10 business days for remote and regional areas.
• New Zealand: delivery times to New Zealand vary depending on destination and carrier processing. Tracking will be provided once your order has been dispatched.

These are estimates, not guarantees. See our Shipping Policy for full details.

8. How can I track my order?
Once your order ships, you will receive a tracking number via email. You can also use our Track My Order page.

Please Note: Some Items May Ship Separately
If you order more than one item, they may arrive in separate parcels. You'll receive tracking for each.

Returns & Refunds

9. What is your return policy?
You may request a return within 14 calendar days of confirmed delivery. Items must be unworn, unused, unwashed, with tags attached, and in original condition. Accessories and sale items aren't eligible for change-of-mind returns. Faulty, damaged, incorrect or not-as-described items are always assessed — see question 13. Approved change-of-mind returns receive store credit (never expires), and you are responsible for return postage. Store credit is issued only after your return has been received and inspected. Please refer to our Refund Policy for full details.

10. How do I start a return?
Contact our customer service team at support@mad-ruffi.com.au with your order number.

11. Do you offer refunds?
For change-of-mind returns (including fit, sizing, colour, style or preference), we issue store credit only — we do not offer a refund to your original payment method or an exchange. Store credit never expires. For these returns you pay the return postage, we don't provide a prepaid return label, and original shipping charges are not refundable.

12. What if I paid using store credit?
If you use Mad Ruffi store credit to buy something and later change your mind or it doesn't fit, you can still request a return under the same conditions. Any approved value is issued back to you as store credit. Store credit can't be converted into cash or refunded to a card because a later purchase made with store credit is returned. If an order was paid partly with store credit and partly another way, an approved change-of-mind return is still issued as store credit, and normal customer-paid return postage applies.

13. What if my item is faulty, damaged, incorrect or not as described?
These are assessed separately from change-of-mind returns. Please contact support@mad-ruffi.com.au as soon as possible with your order details and photographs where appropriate so we can assess the issue. Where a product issue is confirmed, we'll provide an appropriate remedy in accordance with our obligations and any consumer rights that apply to your purchase — depending on the circumstances this may include a replacement, refund or other appropriate remedy. Where we ask you to return a confirmed faulty, damaged or incorrect item, you won't be required to bear reasonable return-postage costs. Nothing in our policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under applicable consumer law.

Sizing & Product Questions

14. How do I know what size to order?
At Mad Ruffi, sizing may vary between different items. We recommend checking the specific measurement size chart listed under the product's detailed description to ensure the best fit for you.

15. Are your products true to size?
Most of our items fit true to size, but we recommend checking the product description for specific fit details.

16. How do I care for my clothing?
Care instructions are listed on each product page. We recommend washing delicate items in cold water and air drying.

Discounts & Promotions

17. Do you offer discounts or promo codes?
From time to time. Sign up for our newsletter to hear about new arrivals and any promotions first.

18. Can I use more than one promo code at checkout?
Only one promo code can be applied per order.

Customer Support

19. How can I contact customer service?
Please email us at support@mad-ruffi.com.au or send a message through our contact page.

20. Do you offer gift cards?
Yes! You can purchase a Mad Ruffi gift card here — Shop Mad Ruffi Gift Cards.