Copy of FAQs
Shipping & Delivery
How long does shipping take?
Australian orders usually arrive in 2–6 business days depending on your location.
Express is faster.
Do you ship internationally?
Yes, we ship worldwide. Delivery times vary by country.
How long is processing?
We pack orders within 1–2 business days from Sydney.
How much is postage?
Postage is calculated at checkout. We use the most affordable and reliable options available.
My parcel is lost. What do I do?
If your order hasn’t moved for 10 or more business days, reach out and we will help lodge an enquiry with the carrier. Rue is not responsible for lost parcels, but we will always support you as much as possible.
Returns & Exchanges
Do you accept returns?
We offer exchanges only. No refunds.
Do you take back personalised items?
No. Anything with initials or customisation cannot be returned or exchanged.
Is shipping covered for returns?
Return postage is the customer’s responsibility unless otherwise stated.
Warranty
Do you offer a warranty?
Yes. Rue offers a 30-day warranty on manufacturing faults at our discretion.
What counts as a warranty issue?
A faulty clasp
String fraying within the first few wears
These must be reported straight away with photos.
What is not covered?
General wear and tear, stretching, breakage from pulling or chewing, exposure to water or chemicals, or damage caused by use outside our safety guidelines.
Will you replace my necklace under warranty?
If the item meets our warranty criteria and stock allows, we will replace it.
Safety
Are Rue necklaces safe?
All jewellery should be worn under adult supervision at all times. Never allow your child to sleep, bathe, or nap wearing jewellery.
Can my child chew on it?
No. Our items are not toys or teethers and should not be chewed, sucked, or placed in the mouth.
Product Care
How do I care for Rue pieces?
Wipe with a soft cloth. Keep dry and store away from heat and chemicals.
Orders
Can I change or cancel my order?
If it has not been packed yet, we will do our best to assist. Contact us as soon as possible.