Refund policy

As we provide a fitting service in each of our stores, our in-store returns policy differs from our online returns policy. For in-store purchases, we offer store credit and exchanges only.

At Rubenesque we want to ensure that you are completely happy with your purchases. We hope you love your purchase, but we understand that sometimes, once worn, your bra may feel a little different than it did in the fitting room. This is why we recommend you wear your bra at home with tags on for 30-60 minutes to ensure you are still happy with the fit and comfort, as we cannot provide a full exchange or credit once bras have been worn. However, if something doesn’t quite feel right, please let us know.

You can bring items you have purchased from Rubenesque back into our store within 14 days for a store credit or exchange which will be processed once the items have been checked to be in perfect condition. We do not provide refunds for items purchased in-store.

Please note that due to hygiene reasons, we cannot accept returns of briefs, thongs, shapewear with gussets or bodysuits once worn and when tags are removed. Please be sure to try them over your own briefs on your visit to our store.

Online Purchases

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@rubenesque.com.au. If your return is accepted, we’ll send you the return shipping address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@rubenesque.com.au .

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Please ensure that any briefs or swim briefs have been tried on over your own underwear for hygiene reasons, and that you leave the tags on. Hosiery may not be returned. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.