Easy 30 Day Returns & Exchanges

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Shipping, Returns & Exchanges

Easy Returns

Exchange your item or return for store credit within 30 days on us.
You can use your return credits to shop now, or save for later, via our return portal below.
How can we help?



Can I cancel or change my order?

Please email your changes to customercare@raqapparel.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 customercare@raqapparel.com 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.

Do you ship overseas?

Yes, we ship all over the world. You can view our shipping rates here.

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 customercare@raqapparel.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? 

Full priced items

If you’re not completely satisfied with your garments, you can send them back within 30 days for a refund, store credit or exchange. Exchanges and returns for store credit are free, while refunds will be provided less a $10 return fee via our online return portal.

Discounted and sale items

Tops: Eligible for exchange and return for store credit, but not refunds. 

Briefs: Not eligible for exchange or return. 


Although you may try on an item, all return products must be in new and unused condition, with swing tickets and hygiene stickers attached. Please ensure that items are tried on over your own underwear. In the interest of hygiene, we may refuse returned items where we reasonably consider that this has not been done.

Do you provide a return shipping label?

Australia, USA and Canada

Our online return portal will generate a shipping label for you at the final stage of your return. If you are returning for a refund, the label fee will be deducted from your refund. This fee is an estimated cost determined by your location and proximity to our return facility in Sydney (AU), Dallas (US), or Ontario (CAN). Please rest assured that return fees will always be capped at $10. 


Unfortunately, our online return portal does not currently offer shipping labels for international returns outside of USA and Canada. Please complete the online return form and organise shipping with your local post office.

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 customercare@raqapparel.com 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 customercare@raqapparel.com so we can provide an extension.  

Get in touch

Have questions about your order, or a general enquiry?

Email us at customercare@raqapparel.com