Refund policy

At Rustan's, we want to make your shopping experience as easy as possible.

In the event that your selection is incorrect or unsuitable, you may return or exchange in-store or send back your order within 15 days of receiving it.

For comprehensive information visit our Exchanges & Returns Page. 

Important information:

Products not valid for returns or exchanges

For hygiene reasons, the following items cannot be returned or exchanged:

• Fine Jewelry
• Underwear, lingerie, hosiery, and socks
• Swimwear including coverups and rash guards
• Cosmetics, fragrances, and skincare
• Items shown as final sale on our site

Proof of Purchase

Items valid for returns or exchanges must be accompanied by an email order confirmation receipt.

Valid Returns

Products being exchanged or returned must be:

• Purchased from Rustan's Department Store locations or rustans.com
• Unused, unopened, unworn, undamaged, or unaltered
• Complete with original product tags and packaging, including, but not limited to, original shoe, accessory, gadget boxes, or garment bags

Taking care with returns

Please take care of the items being returned. Rewrap and insert in a box or pouch with care as per original delivery and be sure to seal well if sending back via Air 21 or another courier service. It is important to avoid damage or loss by packing up the item properly. This will help ensure we receive your return parcel as intended and will help validate your returned order swiftly.

Wrong or faulty item received

If you received an item which was not what you ordered, we will arrange the pick up and replacement of your order free of charge.

If you received an item which you believe has a manufacturer's defect or is faulty upon receiving, please read our Warranty information and instructions. We will arrange the pick up and replacement or repair of your order free of charge.

Handy tip

Keep a copy of your receipts, a photo of your return parcel, and a record of your return tracking number.

Keep your parcel safe with tracking: if your parcel is sent back to us without tracking, we cannot guarantee your return for processing or check its arrival. Once it arrives, please allow at least three (3) days for processing.

You’ll be notified when your return parcel arrives at the warehouse. When it passes our checks, we'll dispatch your exchange and send you tracking details, or we'll email your rustans.com Gift Card refund.

Invalid returns

If items are returned and they do not meet the above terms and conditions or they are returned with damage, have been used, worn or altered, Rustan's is unable to issue a refund or credit.

At its discretion, Rustans.com may issue an E-Gift Card for 50% of the value if outer packaging is damaged or tags are missing. Altered, worn, or damaged items will not be refunded.

Information about cash refunds

As we do not offer cash-on-delivery ( COD), we are unable to offer cash refunds. Refunds are issued by Rustans.com in the method of payment which you provided such as credit card or PayPal. If you paid with a Gift Card, we will issue a Gift Card back as the form of refund so that you can choose a suitable item in the future.