Returns and Exchanges
At RAQ, our priority is to ensure that you are completely satisfied with your purchase. We're pleased to offer hassle-free returns and exchanges within 60 days of delivery.
If you need to return or exchange an item, visit our online return portal.
Return Shipping Labels
Returns requesting a refund will incur a $10 AUD label fee to cover return shipping costs. Once your return is processed, the full order amount will be refunded, minus the label fee.
A shipping label will be provided to you at the final stage of your return.
Exchanges
Australian customers can enjoy unlimited free exchanges. RAQ covers return and exchange shipping costs.
Local Returns (Melbourne Only)
If you live near Cremorne and prefer to drop off your return in person, please book a time via the booking link provided at the final stage of your return.
Processing Time
Your return will be processed once we receive your return. Exchange orders will be dispatched within 48 hours. Refunds may take up to 5 business days to reach your account.
Conditions for Returns and Exchanges
To be eligible for a return or exchange, all items must be in new and unused condition, with swing tags and hygiene stickers attached. Please try on your swimwear briefs on top of your underwear, for hygiene reasons.
Discounted Items
Items purchased at a discounted rate are not eligible for refunds. Items marked "Final Sale" cannot be returned, refunded, or exchanged for store credit.
International Returns (excl. UK, US)
Customers outside AU, the US and UK, must return items to our Australian warehouse.
All international return shipping costs and delivery arrangements are the responsibility of the customer. The return address will be shared at the final stage of the return process. A return shipping label is not provided.
To enhance efficiency and have your return processed as soon as possible, we recommend selecting a tracked shipping option and emailing your tracking number to customercare@raqapparel.com.
FAQ
Can I return items from 2 or more orders in the same parcel?
At this time, our return portal does not allow for the merging of returns from two or more orders.
However, we believe that sending your items together is more environmentally friendly and also prevents doubling up on shipping fees.
To place a return for more than one order, follow these steps:
- Submit a return request for each order through our portal.
- Add any secondary items to the return that has the most items.
- Once you’ve posted your return, email us at customercare@raqapparel.com with the combined order numbers.
Your main return will be processed automatically, and we will manually process the secondary returns after receiving your email.
Don’t worry, we’ll waive the shipping label fees for the additional orders. Thank you!
How do I process a warranty claim?
If you believe you have received a faulty item, please visit our online return portal to submit a warranty claim within 1 year of purchase.
You will receive an email regarding the outcome of your claim within a few business days.