You can use your return credits to shop now, or save for later, via our return portal below.
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.
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
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 (i.e., over a week), 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. Orders placed between Friday to Sunday will be processed on Monday, and dispatched within the next 48 hours.
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.
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.
Please be aware that RAQ is not liable for these charges, and it is up to the customer to be informed of their home country's customs policy prior to purchase.
By agreeing to RAQ's terms and conditions, you acknowledge that you may be charged additional fees by your government once your parcel reaches the destination country's border.
If you would like to determine your additional import fees prior to placing your order, you can use an Import Calculator or check your government's import fees and taxing policy (use HS code: 611241).
Return Policy and Sale T&C's
What is the return policy?
Do you provide a return shipping label?
How long will my return or exchange take to be processed?
Australia, USA and Canada
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.
Depending on the shipping method chosen, it may take up to a month to receive your items back at our Melbourne office before we can manually review them.
If you would like to speed up the time to process your return, please email firstname.lastname@example.org with the tracking link for your parcel.
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.
Get in touch
Have questions about your order, or a general enquiry?
Email us at firstname.lastname@example.org