Refund policy
You can return or exchange your item within 60 days via our online return portal.
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 are eligible for exchange or return for store credit, but not refunds.
Australia and The United States
A shipping label will be provided by Australia Post or USPS at the final stage of your return.
Australia:
- Exchanges: AU customers can enjoy unlimited free exchanges. Return and exchange shipping costs are covered by RAQ.
- Refunds: Returns requesting a refund will incur a label fee of $10 AUD to cover return shipping costs.
- Drop-Off Option (Melbourne Only): If you live near Collingwood 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.
The United States:
- Exchanges: US customers will incur a label fee of approximately $7 USD for return shipping. RAQ will cover the shipping costs associated with the exchange order, sent with DHL Express.
- Refunds: Returns from the US requesting a refund will incur a label fee of approximately $7 USD to cover return shipping costs.
Processing Time
Your return will be processed once the tracking information on your parcel registers as "in transit" to our return facility.
Exchange orders will then be dispatched within 48 hours.
Refunds may take up to 5 business days to reach your account.
Rest of the World
At this time, customers outside Australia and The United States are responsible for all international shipping costs and delivery. A return shipping address will be provided at the final stage of the return, but no shipping label will be provided.
Processing Time
Depending on the shipping method chosen, it may take up to a month to receive your items back at our Melbourne office.
To enhance efficiency and have your return processed as soon as possible, we recommend choosing a tracked shipping option and emailing your tracking number through to customercare@raqapparel.com.