Frequently Asked Questions

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FAQs

We might have already read your mind. See below for common questions about our products.

Orders

How do I know my size?

If you’re not quite sure which size is right for you, refer to our size guides. For fit or style assistance, please reach out to our Customer Care team at customercare@rupahaus.com who will gladly assist. They’re located underneath the available sizes for each of our products.

You've run out of my size - will you be restocking?

If your size is unavailable, please select ‘notify me’ of a restock on the product page as we may recut the item

SALE Items

All SALE items cannot be returned or exchanged at any point.

Welcome 10% subscription codes cannot be used on sale items and only apply to full priced items.

Please expect dispatch delays during sale periods.

For size assistance, please email customercare@rupahaus.com or view our size guide.

Gift Vouchers & Credit Notes

RŪPA gift vouchers are only for digital use and valid with no expiration date.

All credit notes, however, must be redeemed within 6 months from date of issue.

Once expired, any unused portion of the voucher/note itself cannot be redeemed for cash.

Pre-Orders

Due to the limited number of articles produced for every collection, the articles may not be readily available for purchase on the website. We therefore encourage you to secure them by pre-ordering through the website.

Once the pre-order request is submitted, a full payment is required to finalise your order. at RŪPAHAUS, we value your commitment and we reserve the rights to deny pre-order cancellation or refunds prior to shipping. The same Return and Exchange policies to normal purchases apply.

Shipping

We currently ship to all nooks and crannies across the globe!

Once we processed your order, you will receive a confirmation email followed by a dispatch email detailing your tracking information.

All orders are processed and dispatched daily during business hours (9am-5pm AWST, Monday to Friday) from Perth, Western Australia.

Should you have any issues regarding delivery, please contact us

Australian Orders

Complimentary Standard 5-10 business days shipping on all orders.

Express Service 3-5 business days (AUSPOST): $15.00

Authority to leave options available at checkout. If opted at checkout, AusPost/Sendle will determine at time of delivery if there is a suitable safe place for parcel to be left. Australia Post will record a proof of delivery in this instance.

If the receiver gives the courier authority to deliver without a signature or the receiver gives the courier authority to leave, RUPAHAUS are not held liable in the event the parcel goes missing. Further, RUPAHAUS will not refund or replace the order. 

International Orders

Complimentary Standard 10-20 business days on orders over $350.

Express Services come into effect once order is dispatched. Please allow 1-2 business days for orders to be dispatched during collection launch and holiday periods.

New Zealand

Standard: 10 - 20 business days $15
Express: DHL 3 - 5 business days $35.00

Rest of the World

Standard: 10 - 20 business days $25
Express: DHL 3 - 5 business days $45.00

All services will be provided with a tracking information and may require signature on delivery.

International Custom & Duties

International deliveries may be subjected to custom/clearance protocols upon arrival in the destination country, and import duties may need to be paid by the customer.

Please allow 7 – 21 business days for your order to be delivered. 

RŪPAHAUS is not responsible for any possible custom duties, foreign taxes or other fees which may be incurred at your country’s borders. We are legally obligated to declare the full value paid on shipments and must include an invoice for customs should they require it.

For further information, we recommend contacting your local custom office.

Returns & Exchanges

At RŪPAHAUS, we promise you the best quality products with unique handmade characteristics which means slight imperfections is part of our story - from slight colour variations to the way the articles are finished. 

We hope that you will love your purchase, but if something isn’t quite the right fit you can return it to us within 14 days of receiving your order for an exchange, store credit, or refund. See below for our full terms and conditions:

What is your 100% Happiness Guarantee?

If your conscious fashion choice doesn't bring you joy within 14 days, we offer free exchange and easy return.

Because we believe in rewarding your commitment to sustainable style and want every purchase to be a source of happiness and satisfaction.

Return Policy

Any request for exchanges/returns of full priced items must be submitted to customercare@rupahaus.com within 14 days of receiving your order. Please include your order number and reason for exchange/return, and if applicable the desired colour / size in your submission.

Returns will be processed within 5-7 working days of arriving back to our warehouse. Refunds will be processed via your original payment method and store credit will be issued as a gift card valid for 12 months.

Please note only store credit will be offered for change of mind.

Exchange/Return submission will be accepted and confirmed via email. Any differences in cost associated with your exchange request will be notified via email.

Shipping labels will be provided for all returns and we will deduct a flat fee of $10.00 from your refund or store credit at the time of processing to cover the return shipping label cost. A free shipping label will be provided for Exchanges.

All items must be returned clean, with no makeup/deodorant/perfume stains and odour, unworn and unwashed, with all tags attached.

All exchange/return will be assessed upon return, should our team believes that the item does not satisfy this T&C, the item will be sent back to you and a shipping cost will be applied.

All exchanges are subject to availability due to the limited stock available for every collection. If the item you were hoping to exchange for is sold out, a refund will be issued via your original payment method.

Return Address

Once we accept and confirm your submission, please return the article to the following address:

RŪPAHAUS
PO BOX 1082
Booragoon 6954
Western Australia

We encourage you to return your order in its original compostable satchel.

RŪPAHAUS is not liable for the loss or damage of items in return transit; therefore it is advised that the article is returned to us using a traceable delivery method (e.g. registered post / courier) and keep record of your tracking number to ensure a safe and documented delivery.

Incorrect / Faulty Items

All of our pieces have been carefully handcrafted by our artisans and every online order is thoroughly assessed by us prior to dispatch.

However in the rare occasion where you have received an incorrect item or that you believe to be faulty, please notify customer care within 5 days of receiving your order with photos and a brief explanation of the issue so that we can find a resolution for you.

We reserve the right to replace an item we deem to be faulty as a first resort. Damages resulting from normal wear and tear, by accident or through misuse will not be considered faulty. 

Is there anything I cannot return/exchange?

All SALE items are final and not eligible for exchanges or returns.  When purchasing from the Sample/Seconds Sale, please refer to the product descriptions for details, as they may have imperfections, including stains, size discrepancies, etc.

Sustainability

Take Back and Recycle Program

We are always looking for the most innovative way to close the circular design loop and keep RŪPAHAUS pieces out of landfill.  So when you think your RŪPAHAUS piece has reached the end of its useable life, email us to discuss ways you can recycle them yourself or you are welcome to return it to us in exchange for a $10 thank you voucher to use towards your next purchase. For more information, email customercare@rupahaus.com.

Re:RUPA

As part of our circular design process, we run an in house up-cycling initiative – re:RŪPA, where we purposefully re-integrate fabric offcuts to minimise production waste back into the brand; and ultimately giving these beautiful fabrics at least a second chance of life.

Get in touch

Have questions about your order, or a general enquiry?