Return & Cancellation Policy

Thank you for shopping with Rue Natalie. If you need help with a return or cancellation, please email info@ruenatalie.com with your order number.

Return Eligibility

You may request a return within 14 days of receiving your order.

To qualify, items must be:

• Unworn, unwashed, and unaltered.
• In their original condition, with all tags attached.
• Returned with any original packaging and accessories supplied with the item.

You may try on clothing to check the fit, but it must not show signs of wear. Items with stains, noticeable odours, damage, alterations, or pin marks are not eligible for a change-of-mind return.

Please contact us before sending your return. We will provide approval, the correct return address, and shipping instructions.

Non-Returnable Items

The following products are not eligible for change-of-mind returns:

• Personalised items or products made to your individual specifications.
• Underwear, shapewear, and face masks where the hygiene seal has been removed.
• Products clearly identified as Final Sale before purchase.

These exclusions do not affect your rights if an item is damaged, defective, or incorrect, or where a return is otherwise required by applicable law.

Return Shipping Costs

For change-of-mind returns, including ordering the wrong size or deciding you no longer want an item, you are responsible for return shipping.

Original delivery charges and rush fees are non-refundable for these returns, except where required by law. We do not charge restocking, packaging, or handling fees.

Please use a tracked shipping service and keep your postage receipt until your return has been resolved. You are responsible for arranging safe return delivery. If your parcel is lost in transit, contact the carrier and send us your tracking information so we can help investigate.

We do not accept parcels sent with shipping charges payable by the recipient.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If you receive a damaged, defective, or incorrect item, contact info@ruenatalie.com promptly with:

• Your order number.
• A description of the issue.
• Clear photographs showing the item and the problem.

We ask that you report visible issues within 14 days of delivery where possible. This does not limit any rights you have under applicable law.

If the issue is confirmed, we will arrange an appropriate remedy and cover any necessary return shipping costs. Please contact us before sending the item back so we can provide instructions.

How to Return an Item

1. Email Us

Send your return request to info@ruenatalie.com within 14 days of delivery. Include your order number and identify the items you wish to return.

We aim to respond within 3 business days.

2. Follow the Return Instructions

Once your request is approved, we will email you the return address and instructions.

Please send the parcel within 14 days of receiving approval. Do not use the address on your original shipping label unless we specifically confirm it as the return address.

3. Pack and Ship Your Items

Package the approved items securely and include your order number. Keep your tracking details and proof of postage.

Please include only the Rue Natalie items covered by your approved return.

Refunds

We will inspect your items after they arrive. Approved refunds are processed within 7 business days of receiving the return.

Refunds are issued to the original payment method and include the amount paid for eligible returned products and the applicable taxes. For change-of-mind returns, original shipping charges and rush fees are excluded.

We will email you when your refund has been processed. Your bank or payment provider may take additional time to make the funds available.

If we cannot accept a returned item, we will explain the reason and contact you about the available next steps.

Exchanges

We do not offer direct exchanges.

If you would like another size, colour, or style, request a return for your eligible item and place a separate order for the replacement.

The new order will be subject to the prices, promotions, and availability shown at the time of purchase.

Refused or Undeliverable Packages

Please check your delivery address carefully when ordering. If you notice an error, contact us immediately. We may be unable to change the address once your parcel has shipped.

Refusing delivery does not count as an authorised return. If you no longer want your order, contact us for assistance.

If a parcel is returned to us because you refused delivery or supplied an incorrect or incomplete address, we may deduct the actual, unrecoverable outbound and return shipping charges from your refund, where permitted by law. We will explain any deductions, and no shipping cost will be deducted twice.

No fixed penalty or restocking fee applies. If the delivery problem was caused by us, you will not be charged for resolving it.

Order Cancellations

You may request cancellation at any time before your order has shipped for a full refund.

Email info@ruenatalie.com with your order number as soon as possible. We will confirm whether the order has shipped and whether cancellation has been completed.

Once an order has shipped, it cannot be cancelled. You may request a return after delivery if the products meet this policy’s eligibility requirements.

Your Consumer Rights

This policy does not exclude or restrict any rights or remedies available to you under applicable consumer protection laws.

Contact Us

Rue Natalie
Email: info@ruenatalie.com