Shipping policy
Order Processing
Orders are shipped from Melbourne, Australia. Please allow 24-48 hours to process your order. You can expect an email within 12 hours to let you know your order is on the way.
Note: RAQ is not responsible for late, lost or stolen packages. It is the customer's responsibility to contact the shipping carrier with any questions related to the delivery of their package.
Pre-sale
Orders with pre-sale items included will be fulfilled once the pre-sale items are available. If you would like to receive stock that is currently available, please place a separate order.
Local Pickup
Local pickup from Cremorne, Melbourne is free and available for Melbourne customers on most business days. You may select this option at checkout and follow the pickup instructions provided. Orders are typically ready for pickup within 24 hours.
Domestic Shipping
Domestic orders are shipped with Australia Post. All orders over $150 AUD automatically receive free express shipping.
|
Shipping option |
Estimated delivery time |
Price |
|
AusPost Standard |
2 to 8 business days |
$8 AUD |
|
AusPost Express |
1 to 4 business days |
$11 AUD or FREE on orders over $150 AUD |
International Shipping
All international orders are shipped with DHL Express.
|
Region |
Estimated delivery time |
Price |
|
NZ |
1 to 2 business days |
15 AUD or FREE on orders over 150 AUD |
|
US |
2 to 4 business days |
15 USD or FREE on orders over 150 USD |
|
UK |
3 to 5 business days |
15 GBP or FREE on orders over 120 GBP |
|
CA |
3 to 5 business days |
35 AUD |
|
EU |
3 to 5 business days |
15 AUD |
|
ID, JP, MY |
3 to 5 business days |
35 AUD |
|
JM |
3 to 5 business days |
55 AUD |
|
Rest of World |
3 to 5 business days |
80 AUD |
Shipping times are approximate and refer to the time after dispatch from our warehouse.
Import Duties and Taxes
We now offer DDP (Delivered Duties Paid) shipping for all orders to the United States and United Kingdom. This means duties and taxes are included in the retail price, so there's no surprise fees upon delivery!
For all other international destinations, we currently ship DDU (Delivered Duties Unpaid). This means duties and taxes (if applicable) will be the customer's responsibility upon arrival in your country.
If you must pay import duties and taxes, customs authorities will contact you once your package arrives in your country to request payment before the final delivery.
To determine any potential additional import fees before placing your order, you can use an Import Calculator or check your government's import fees and tax policy. You may use the HS code "611241" for this purpose.
Refunds, Returns and Exchanges
We accept returns within 60 days of delivery, provided the item is unused and in its original condition. The full order amount will be refunded, minus return shipping costs. Items purchased at a discounted rate are not eligible for refunds.
If you have further questions, please check out our FAQ page or reach out to our customer care team at customercare@raqapparel.com.