FREQUENTLY ASKED QUESTIONS
Can I cancel or change my order?
Please email your changes to email@example.com as soon as possible, and we will do our best to make the changes necessary. However, we cannot guarantee this is possible in every circumstance, so please take care to review your order prior to purchase.
How do I find the right fit?
Our Fit Guide has you covered! We suggest trying the Fit Calculator to find your best fit, but you can also read up on sister sizes via the fit guide too. This will come in handy if we don't have your exact size in stock. We personally wear a few different sizes in RAQ, so give it a go!
If you still need some extra help, feel free to email us at firstname.lastname@example.org and we will do our best to assist you. Please know our customer care team does not work on weekends or public holidays.
Do you do restocks?
Reducing our environmental impact and promoting sustainability in the fashion industry is a key priority for us at RAQ. For this reason, we emphasise conscious production, offering only limited runs of exclusive colours and prints.
We don't currently have plans to restock any of our limited edition colours, but if there is enough demand, we may reconsider. We determine the demand for products based on the back-in-stock signups, so please register your details if you are interested. You can find this link on the product page, under the size drop-down.
How do I care for my items?
To help your favourite kini last as long as possible, please follow these simple care instructions:
Hand rinse in cold water
Drip-dry in shade
Avoid rough surfaces
Wring, soak or rub
How long after I order will my items be shipped?
Orders are typically dispatched within 24-48 hours of purchase, but slight delays may occur during peak sale periods. If processing times are significantly impacted, a member of our customer care team will contact you with a more accurate ETA.
Please know RAQ does not pack orders on weekends or Victorian public holidays.
If you are unsure whether your purchase will get to you within a specified timeframe, please feel free to contact us at email@example.com prior to your purchase.
My order was deemed "Lost in Transit" by AusPost. What do I do now?
If AusPost has confirmed your shipment has been lost or damaged, please email your correspondence with AusPost to firstname.lastname@example.org.
A replacement order will be shipped to you, depending on the availability of the items purchased. If the items are no longer in stock, a refund may be offered.
I am ordering from outside of Australia, what do I need to know about import duties and taxes?
An import duty is a tax collected on imports by a country's customs authorities, and may also be known as a customs duty, tariff, import tax or import tariff. A good's value will usually determine the import duty, and is calculated by a percentage of the total order value.
If you reside in New Zealand or the United States, you are not be obligated to pay duties on a regular order from RAQ. However, US customers may have to pay duties for orders exceeding $800 USD in value.
If you live outside of Australia, New Zealand, or the United States, it's possible that your government might impose import fees. You will be contacted by customs authorities once your package arrives in your country, and payment will be necessary before the final delivery stage.
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.
Returns, Exchanges and Sale T&Cs
What is the return policy?
Can I return an item that was purchased on sale?
Discounted items may be exchanged or returned for store credit, but are not eligible for refunds.
How long will my return or exchange take to be processed?
Your return will be processed once the tracking information on your parcel is registered as "in transit" to our return facility. For exchange orders, your new items will then be dispatched within 48 hours. Refunds may take up to 5 business days to reach your account.
What do I do if I receive a damaged or faulty item?
We work hard to ensure all items sold are of the highest quality. However, if you have a concern with a faulty or damaged item, you can complete a free return/exchange through our online return portal by selecting "Item was damaged" as your return reason.
You will be required to upload a photo of the fault, so please have this handy at the time of completion. Shipping and handling fees will be waived on all damaged/faulty returns.
If your return is outside the return period, please email email@example.com so we can provide an extension.
I want to exchange for an item that is unavailable on the return portal but is available on your website. Why can't I select this for my exchange?
This happens when we have fewer than 1 or 2 units left in stock, as they will likely sell out by the time the exchange is processed.
If you would like this size, you will have to place a new order via the website and return your original top for a refund.
Would you consider adding a new size or style to your range?
Of course, we love hearing suggestions from customers!
The best way for us to gauge demand for certain products or sizes is via our Product Request Form. We'll use this information to inform our planning for next season.
If you don't already, make sure you follow us on Instagram or sign up to our mailing list to keep up to date with all the news. You'll also get 10% off your first order 💚
I'd like to offer feedback on the fit of a product.
We love hearing feedback from customers, whether it's good or bad!
While we have done a lot of testing on different people to create the best fit for busty people, we understand that no two shapes and sizes are the same. The fit of our garments is something that is constantly under development, so customer feedback is greatly appreciated.
If you would like your feedback to be factored into our future range, we would love for you to complete this form. It should only take about 3 minutes to complete. Thank you!
Get in touch
Have questions about your order, or a general enquiry?
Email us at firstname.lastname@example.org