RETURNS & EXCHANGES
All returns for refund, store credit, and exchange are free, with the exception of a $5.00 AUD restocking fee.
Returns Period: Australian Customers
Returns or exchanges will only be accepted with proof of purchase on items within 14 days from the date of delivery. Items returned outside this period will not be accepted.
Returns Period: International Customers
Returns or exchanges will only be accepted with proof of purchase on items within 21 days from the date of delivery. Items returned outside this period will not be accepted.
Refunds & Credit Notes: All Orders
Change of mind sale items do not qualify for a refund or credit note unless the item is faulty. We make sure all RQ pieces are sent in the best condition, but if you receive anything damaged, please email us right away!
International customers receiving credit notes shall receive their credit notes at the current exchange rate in AUD.
Items must be in original condition and must not have been worn, altered or washed. Every clothing item shipped has a tag attached. Once this tag has been removed, the garment is no longer returnable. Anything returned or exchanged in worn condition or without tags will be sent back, and a refund or exchange will not be permitted. We recommend trying on all purchased items as soon as they are received, to ensure adequate time to return items within our returns timeframe.
Credit Notes
Credit notes cannot be returned or refunded and are valid for 12 months from the date of issue.
We do not refund international prepaid tax and duties paid at the time of checkout. Should you wish to return an item, contact your local customs office to obtain your tax refund.
We do not refund initial shipping charges for items returned. Your own return postage costs are not refundable. Items exchanged will be re-sent at our cost.
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 or 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 suitable replacement, full 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
SUITE 256
4 VICTORIA STREET
HALL ACT 2618
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.
Once the items have been received they will undergo a quality review. Once cleared, you will either receive your new item (for exchanges), credit note, or refund on the purchase price excluding the shipping cost, if applicable, directly to the original method of payment used for purchase. You will receive an email notification once your return is processed, and this will occur within 5-7 working days of receiving your return.
Refunds
Please allow up to 7 working days for your refund to be processed and up to an additional 5 days for the funds to reach your account depending on your payment method.
Credit Notes
Please allow up to 7 working days for your credit note to be processed.
Unclaimed Parcels
Parcels that are returned to us as 'Unclaimed' or 'Rejected' by the customer will not quality for a refund. Instead you will be issued with a credit note valid for 12 months.
Download a copy of the Returns Form.
QUESTIONS WE HAVE NOT ANSWERED?
