FAQs

WHEN WILL YOU RESTOCK?
Due to RAEF’s exclusive drops, we cannot guarantee a re-drop. However, please feel free to sign up on the product page and keep updated via our socials, to be one of the first notified when your desired item is back in stock.

WHAT DO I DO IF I RECEIVE A FAULTY PRODUCT?
For all faulty products, please submit a return request through our returns portal here

I FORGOT TO USE MY DISCOUNT CODE OR VOUCHER, CAN YOU ADD IT? 
Unfortunately once your order has been placed, we are unable to add any discounts or vouchers.

IS YOUR ONLINE PACKAGING RECYCLABLE? 
Absolutely. You can recycle our online packaging bags with your soft plastics. Our online packaging is made from natural waste materials such as limestone off-cuts. They are produced with zero water, pollution, acids or bleaches and are carbon neutral. 

HOW CAN I ENTER A DISCOUNT CODE ON MOBILE? 
When purchasing on mobile, navigate to the checkout and tap on the 'Show Order Summary' drop down menu at the top of the page. Enter your discount code into the 'Discount Code' field and tap the black arrow button to apply to your code.

CAN I USE MULTIPLE DISCOUNT CODES/GIFT CARDS? 
Unfortunately only one discount code can be used per purchase. This also applies to our gift cards. Discount codes cannot be used for gift card purchases.

CAN I USE LIONHEART CREDITS FOR RAEF? 
Yes you can. All Lionheart Credits can be redeemed on the RAEF website. 

WHAT’S HAPPENED TO LIONHEART?
Lionheart shop front located at 57 Bridge Street East Benalla is still fully operational. Our Lionheart Website has been replaced by RAEF the Label + will be selling our own brand of clothing. 

HOW CAN WE CONTACT LIONHEART SUPPORT? 
You can contact Lionheart support on customercare@raeflabel.com.au 

WHERE IS MY ORDER?
Once your order has been shipped, you will receive an email with your shipping information and a tracking number for your parcel. We endeavour to dispatch all orders placed before 1pm (AEST) on the same day.

All orders are shipped via Australia Post. You can follow the progress of your parcel by entering your tracking number in the Australia Post tracking service HERE

International orders are shipped using DHL Express. To track your DHL parcel please click HERE.

HOW LONG WILL IT TAKE TO GET MY ORDER?
All Australian orders are shipped using the standard Australia Post shipping service, estimated to arrive within 2- 5 business days.

Australia Post Express orders are estimated to arrive within 1 - 3 business days.

New Zealand, Asia + South Pacific, US, Canada, UK orders are estimated to arrive within 1 - 3 business days.

All other international orders are shipped using DHL express and are estimated to arrive within 2 - 7 business days.

CAN I CANCEL MY ONLINE ORDER?
If you need to cancel your order, please contact us as soon as possible by emailing customercare@raeflabel.com.au . If your order has already been dispatched, we are unable to cancel or refund for you. 

If your order has been dispatched from our warehouse, please wait to receive it and lodge a return via our online returns portal here

Unfortunately orders placed during sale/promotional periods such as our 'Boxing Day Sale' cannot be cancelled once placed.

WILL I HAVE TO PAY DUTIES + TAXES?
As an international customer (outside of Australia), please be aware that your home country may charge import taxes and customs duties when the order arrives at the country of destination.

These duties & taxes are required to be paid by the customer. We recommend contacting your local customs office for an estimate of these fees.

HOW DO I KNOW WHAT SIZE I AM?
All of our products are displayed in Australian sizing. Please see the individual product page for sizing notes.   

If you have any questions about sizing, please contact us at customercare@raeflabel.com.au.

WHAT CURRENCY/SIZES ARE YOUR ITEMS DISPLAYED IN?
All items are displayed in Australian Currency (AUD) and Australian Sizes.

WHAT IS YOUR SIZE RANGE?
RAEF The Label currently stocks sizes 6-14. As a new brand, RAEF is currently working on expanding this size range. Equality and inclusivity are key to the RAEF ethos and this is something we are continuously working towards.

If you have any questions about our sizing, please contact us at customercare@raeflabel.com.au.

HOW DO I RETURN MY ITEM? 
Returns are easy. Please initiate your return via our returns portal here.

IF I RETURN MY ITEM, DO I HAVE TO PAY FOR POSTAGE? 
For all returns due to sizing or change of mind, RAEF cannot cover the cost of return shipping. For any questions, please get in touch with customercare@raeflabel.com.au. +434053184

If you are returning an item because of a product fault or shipping error, RAEF will cover the cost of return shipping.

CAN I GET A REFUND FOR AN ITEM PURCHASED DURING A PROMOTION? 
Any items purchased from the Sale category or discounted during a promotion are eligible for an online store credit only (unless the item is deemed faulty).

I RECEIVED A FAULTY/INCORRECT ITEM, WHAT DO I DO?
We are so sorry if your purchase is not perfect. All faulty products can be returned for a full refund or exchange. 

Please submit a return request via our returns portal here.

Please keep a copy of your return postage receipts. If your item is deemed faulty, RAEF will reimburse the cost of shipping.

DO YOU OFFER AFTERPAY? 
Yes! Afterpay is currently offered to all Australian customers. At the checkout, simply select Afterpay as your payment option & click 'complete order'. You will be redirected to the Afterpay portal where you can login to an existing Afterpay account or create a new account.

IS THERE A LIMIT FOR AFTERPAY ORDERS? 
RAEF has a limit of $2,000 AUD that can be purchased with Afterpay, however, please note that your personal limit with Afterpay may be less. We recommend contacting Afterpay for more information about your personal limit at info@afterpay.com.au.