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, allowing us to bring stylish fashion to customers worldwide.
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. Do you offer international shipping?
Yes. We ship throughout Australia and to selected international destinations. Available shipping options, rates and delivery estimates are shown at checkout based on your location.
6. Do you ship to P.O. Boxes?
No. We require a physical delivery address for all orders — we are unable to ship to P.O. Boxes.
7. How long will my order take to arrive?
Orders are processed within 2 business days. Delivery times depend on your location:
- Domestic: 10–20 days
- International: 10–20 days
8. How can I track my order?
Once your order ships, you will receive a tracking number via email.
Please Note: Some Items May Ship Separately
To ensure faster delivery times, your order may arrive in multiple packages. This allows us to ship items from different warehouse locations or as soon as they become available. Don't worry — you'll receive tracking updates for each shipment.
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?
Yes! Sign up for our newsletter to receive exclusive discounts and promotions.
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.