RETURNS POLICY

RETURNS & EXCHANGES

We understand that sometimes purchases are not always right and you are welcome to return your item/s back to us within 14 days of receiving. We offer refunds and store credits subject to the following terms and conditions:

RETURN CONDITIONS

The item(s) must be in its original condition with the original packaging and all tags/garment stickers attached. Any garments that appears to have been worn, washed, or altered in any way will be refused. Please take care when trying on garments, as we cannot accept garments that have incurred any marks, stains, makeup stains, odours that smell of perfume. 

SALE / PROMOTIONS

Sale items are eligible for a credit note only. No refunds on sale items. This includes any sale items, items purchased using any promotional codes or items purchased during a promotional period. Please select items during promotional/sale periods carefully to avoid any disappointments. 

FINAL SALE

Final sale items are not eligible for a refund or credit note. We can only offer a direct exchange on final sale items so please select items carefully.

FAULTY ITEMS

If you have received a faulty item please email us at info@rqthelabel.com with supporting imagery so we can determine the next course of action. All items will be assessed upon the return and deemed faulty by RQ The Label. Faulty items do not include those that have already been worn.

CANCELLATION POLICY

No cancellations or changes can be made once an order has been placed.

COST OF RETURNS

A fee of $10 will be applied for returns requesting a refund, FREE for customers wanting a credit note. Any costs involved will not be reimbursed. 

Please include your returns form or packing slip in your return parcel otherwise, we will not be able to recognise your return. 

RETURNS AND EXCHANGE TIMELINE

We try our hardest to turn your returns around as quickly as possible. Please allow 3-5 business days for your return to be processed and email you with a credit note. All credit notes will be sent via email so please be sure to double check your email address.

HOW TO PROCESS A RETURN

The process for returning your order is detailed below:

1. Complete the Returns Form

Download a copy of the Returns Form. This must be completed and sent to us with your return.

You may select a refund or exchange on all or some of your items. If selecting exchange, specify the item you would like. If your chosen item is not available, you will be notified by email as soon as possible and offered a refund or credit note.

2. Pack Your Return

When returning items ensure you enclose:

• The completed Returns Form, including your order number

• The item(s) for return

3. Send Your Return

For all returns use a reputable courier company such as Australia Post or DHL, or an express postal service to ensure your item is received within the accepted time frame.

Send your return to:

RQ The Label

10A Ulm Street

Scullin ACT 2614

Australia

RQ The Label is not liable for the loss of garments in return transit. We recommend using a traceable delivery method and taking note of your tracking number.

RETURNS FORM

Download a copy of the Returns Form.

QUESTIONS WE HAVE NOT ANSWERED?