F A Q s

If you can’t find the answer to your question here, email us at contact@ruscollective.com. We’re here to help!

 

All orders are shown in AUD$.

 

WHAT IS THE ESTIMATED SHIPPING TIME?

For orders shipped within Australia, we estimate that it will take 1-2 business days for you to receive your order once the order has been shipped. For international orders, please allow 5-10 working days.

 

WHAT ABOUT CUSTOMS AND IMPORT DUTIES?

Any customs or import duties must be paid by the recipient of the parcel.

Customs policies and import duties vary greatly from country to country and we have no control over these charges, therefore we are unable to tell you what the costs may be for your order.

Please contact your local customs office for current charges before you place your order to avoid unexpected charges.

Note:  We cannot accept returns on parcels where customers do not want to pay customs, so please research these charges before placing your order.

 

CAN I COMBINE ORDERS?

Sorry, once an order is placed it cannot be combined with another order.

 

CAN I USE MULTIPLE CREDIT NOTES FOR MY PURCHASE?

Only one credit note may be used at a time.

 

I PUT DOWN THE WRONG SHIPPING ADDRESS, WHAT CAN I DO?

Please email us at contact@ruscollective.com no more than 30 minutes after placing your order and we may change your shipping address.

 

HOW CAN I TRACK MY ORDER?

All orders are sent via Australia Post. You will receive a consignment number via email when your order has been dispatched, which you can use to track your parcel.

 

WHAT SIZE AM I?

Please see our sizing information for each product on the product page. Our models wear a size 8 in all images, unless otherwise stated in this description.

 

HOMEWARES

WHERE DO YOU SHIP HOMEWARES?

At this stage, we only ship large homewares items (cushions, canvases and rugs) within Australia.

 

WHAT IS THE DISPATCH TIME ON HOMEWARES?

Homewares items require extra care when packing, so please allow an extra 1-2 days for your order to be dispatched.

 

CAN I RETURN HOMEWARES?

We do not offer returns on homewares unless the item is deemed faulty or damaged in transit so please choose carefully.

 

TERMS & CONDITIONS

POLICY CHANGES

WE MAY REVIEW THIS POLICY FROM TIME TO TIME AND WILL NOTIFY YOU OF ANY CHANGES BY POSTING AN UPDATES VERSION ON OUR WEBSITE. THIS DOCUMENT REPRESENTS OUR PRIVACY POLICY AS AT 25/03/2009

 

PRICING 

All prices are correct at the time of the online publication and prices are subject to change without notice. All prices, products and offers include GST. Unforseen supply problems or unexpected demand may occasionally result in stock being unavailable, however all items are promoted in good faith to be available at the time of ordering. Please be aware that sale times are only available during the sale period.

 

CUSTOMS AND IMPORT DUTIES

Any customs or import duties must be paid by the recipient of the parcel.

Customs policies and import duties vary greatly from country to country and we have no control over these charges, therefore we are unable to tell you what the costs may be for your order.

Please contact your local customs office for current charges before you place your order to avoid unexpected charges.

Note:  We cannot accept returns on parcels where customers do not want to pay customs, so please research these charges before placing your order.

 

FEEDBACK 

We would love to hear from you. If you have any suggestions or comments about your experience with Rüs Collective please email contact@ruscollective.com.

THIS WEBSITE IS OWNED AND OPERATED BY RUS IN URBE PTY LTD TA Rüs Collective

ABN: 32164088537

 

YOUR PRIVACY

WE HAVE PUT IN PLACE THE FOLLOWING POLICY TO PROTECT YOUR PERSONAL INFORMATION. BY USING OUR WEBSITE AND/ OR PROVIDING INFORMATION TO US, YOU CONSENT TO THE POLICY.

Any personal information that you provide to us including your name, address, telephone number and email address will not be released, sold or rented to any entities or individuals outside of Rüs Collective. However, we do use other individuals and companies to perform services on our behalf, such as delivering packages, sending mail and emails, processing payments. They will have access to your information needed to perform these services, but we will not authorise them to use your information for any other purpose. If you do not however, give us this information, we may not be able to provide goods or services to you.

We may use this information to process your transaction, to administrator your account, to conduct credit and other checks, for our own internal purposes (such as risk management, staff training and billing), to help us develop our website and to be more user friendly to our customers.

 

LINKS TO OTHER WEBSITES

Our website may contain links to other sites that are not under our control. These website have their own privacy policies, and we encourage you to review them. We have no responsibility for linked website and provide them solely for your information and convenience.

 

UPDATING YOUR INFORMATION

You may obtain confirmation from us as to whether or not we hold information about you, you may make changes to your personal information by logging in, with your username and password, then making the appropriate changes in your account.

 

DELIVERY

SHIPPING WITHIN AUSTRALIA 

For deliveries within Australia we use Australia Post.

 

HOW MUCH WILL POSTAGE COST?

Shipping within Australia is FREE on orders over $50.00 (for orders under $50.00, there is a $15.00 shipping cost).

 

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Your order will take approximately 1-2 working days to reach you after it has been dispatched. We will email you with a consignment number and tracking details as soon as your order is shipped.

 

DO YOU DELIVER TO BUSINESS ADDRESSES AND PO BOXES?

We do not deliver to PO Boxes and all parcels require a signature upon delivery. We do deliver to business addresses, but please ensure you include a business name.

 

INTERNATIONAL 

At this point in time we only ship to Australia and New Zealand. Shipping costs for delivery to New Zealand is $20.00.

 

WHAT ABOUT IMPORT DUTIES AND ADDITIONAL CHARGES?

Orders that are being shipped outside of Australia may be subject to taxes, customs duties and fees levied by the destination country (“import fees”). The recipient of the shipment is the importer in the destination country and is responsible for all import fees.

 

HOW LONG WILL IT TAKE FOR MY INTERNATIONAL ORDER TO ARRIVE?

Please allow 5-10 working days for your order to arrive once it has been dispatched.

 

 

RETURNS

HOW DO I RETURN SOMETHING IF I'M NOT HAPPY?

We understand how tricky it is, and that’s why we offer a completely risk-free 30 day return policy, beginning when you receive your item.

 

If you receive your order and you’re not happy with it, we will happily receive your goods back and issue you with a credit voucher. Please note that we do not offer refunds unless the goods are faulty.

 

Please ensure you send the item/s you are returning with all the paperwork you received with your order. We are not able to accept your return without them or Returns Authorisation (RA) number.

 

To request your RA number, email us at contact@ruscollective.com within 30 days of receiving your order advising of the item/s your wish to return.  If the item is faulty, please provide details as to why and images if possible.

All items must be returned in their original condition, unwashed (including dry cleaning), unworn, undamaged with all tags and original packaging intact.

 

HOW TO RETURN AN ITEM:

1. Request your Return Authorisation number by emailing contact@ruscollective.com within 30 days of receiving your order.
2. Please include your order number and which item (s) you would like to exchange/refund and the reason you are returning them.
3. Once your refund/exchange has been approved we will send you an email with your RA number.
4. Send back to the following address:

 

PO Box 224
Toogoolawah  QLD  4313
AUSTRALIA

Your return must be sent back within 30 days of receiving the RA number. We recommend customers send back the goods via registered or express post so that you may track your parcel. Rüs Collective cannot be responsible for your return parcel.

 

WHAT HAPPENS AFTER I HAVE SENT MY ITEMS BACK?

A credit note will be issued to you via email (12 month expiry), which you can redeem at any time. The credit note will be emailed to the email address used to place the order.

 

WHAT DO I DO IF I RECEIVE A FAULTY GARMENT?

Every item is quality checked before being sent to you, however if you have received a faulty item we will happily replace it or refund you. Please email contact@ruscollective.com with images of the fault so we may issue an RA number.

 

ARE THERE ANY ITEMS I CANNOT RETURN?

For hygiene reasons, we do not accept returns on earrings, swimwear, bodysuits, bodices and intimates, unless the goods are defective. We also do not accept returns on homewares.