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Returns

This policy applies to all purchases made online at raefthelabel.com.au.

FULL PRICED STYLES

You are welcome to return your order within 7 days of the delivery date subject to the Returns Criteria outlined below.

Please Note: Raef the Label will not be required to pay for your Return Postage. This is up to the customer to cover unless product is proven to be faulty or wrong item shipped.

For your return to be accepted, all items must be:

  • Unworn, unaltered and in original condition
  • Have all tags still attached, with all accessories and packaging included in the parcel
  • Initiated for return via our Return Portal and returned within 7 days of delivery.
  • Full-priced items are eligible for a refund or store credit.
  • Full-priced items returned for a store credit will receive an additional 10% bonus credit.
  • Refunds must be credited to the original form of payment.
  • International full-price returns are valid for a refund or store credit only (no exchanges).
  • Store credits are valid for 12 months from the date of issue.
  • Items which are purchased with Afterpay are NOT eligible for a refund. All Full priced items purchased with Afterpay are eligible for credit note.

FAULTY STYLES

  • If you have received a faulty item, you must initiate a faulty return request immediately via our Returns Portal here
  • We will provide you with a complimentary return label for a faulty item you have received via our portal.
  • Faulty Sale items will be replaced with a brand new piece in the same style and size.

PRE-ORDERS

  • All Pre-Order items can be returned for store credit ONLY- No refunds.
  • Items available for pre-order will be shown on the product page along with the anticipated ship date. 
  • If your order contains a combination of pre-order items and in-stock items, RAEF The Label is unfortunately unable to split orders and ship available items first. If you wish to purchase pre-order items and available items, we recommend placing a separate order for each.

PROMO CODE/WELCOME CODE/ INFLUENCER CODE

  • Full-priced items purchased with a welcome / sign up discount code or an influencer's promotional code are eligible for a store credit not a refund.

SALE STYLES

  • Sale items are not eligible for return or credit note.
  • Faulty Sale items will be replaced with a new piece in the same style and size.

INTERNATIONAL CUSTOMER RETURNS

  • Return shipping and any reverse duties are the responsibility of the customer.
  • You can request a DHL Return Label in our Returns Portal (cost varies based on your location) or ship your order back via a courier of your choice.
  • If you are returning more than one order and wish to use our DHL Return Label, you must initiate each return separately and generate separate return labels. You are not permitted to use a single DHL Return Label to return multiple items across different orders.
  • Raef Label reserves the right to charge you for any additional shipping label fees if you do not follow the return process correctly.
  • If you wish to consolidate more than one order in a single return package, you must not use our DHL Return Label and are required to send your package back via a courier of your choice to ensure the correct paperwork is submitted to the courier for custom clearance purposes.
  • If you choose to return your order via a courier of your choice, you are responsible for ensuring it is safely returned to us.
  • Please ensure your package is sent back via registered mail with tracking and with a service that ensures it will reach us within 14 days of your delivery date.

DAMAGE ONCE TAGS REMOVED

  • We take pride in ensuring that we deliver items to you in a perfect and flawless condition. Therefore once tags are removed, you are responsible for caring and storing your RAEF THE LABEL garments correctly.  
  • Any items which have been misused, damaged, mistreated or roughly handled by the customer are not eligible for refund or repair once tags have been removed.

CLEANING FAULTS

  • Each garment has a care label attached which provides the correct cleaning instructions. When followed correctly, a garments original quality should be sustained.
  • RAEF The Label will not be held liable for any damage which has been caused to your garment by a third-party dry-cleaning company.

Exchanges

Due to our high sell through of stock, we are unable to offer exchanges. If you wish to change your size or style, we recommend you repurchase and return your original order for a refund or gift card in accordance with our return conditions.

Shipping Information

SHIPPING
Orders will be dispatched within 24 hours of placing your order.
Our warehouse is based in Melbourne, Australia, so shipping times may vary depending on your location.
Please note that all orders received after 1pm on a Friday and over the weekend are processed the following Monday.

AUSTRALIAN CUSTOMERS

  • Customers are responsible for return shipping costs.
  • You can request an Australia Post Returns Label in our Returns Portal for $10 AUD or you can return your order via a courier of your choice. 
  • If you choose to send it back via your own courier, you are responsible for ensuring it is safely returned to us.

AUSTRALIA POST
STANDARD SHIPPING (3-4 business days) All Orders $10 | FREE over $100
EXPRESS SHIPPING (1-2 business days) All Orders $15 | FREE Over $200.

INTERNATIONAL SHIPPING
International customers can browse the site and check-out in AUS Dollars.

  • Please note RAEF The Label cannot be held responsible for any possible duties and taxes which may be applied by customs in the country where delivery is made. The responsibility for any custom duties, foreign taxes or other fees which may be imposed will rest with the customer. To comply with Australian regulations, we are prohibited by law from marking any orders as a ‘gift’.

STANDARD INTERNATIONAL SHIPPING (6-27 business days) All Orders $30 | FREE over $400

Processing Time

Orders are processed pending item availability and payment approval. During high volume periods, product availability may be subject to change while your order is being processed.

Most orders placed Monday through Friday 1pm will be processed and shipped within 24 hours.

Orders placed after 1pm Friday, a public holiday or over the weekend will be shipped on the following business day.

Online Returns Portal

Step 1

Ensure the conditions of return listed above have been met.

Step 2

Submit your Return here.

Step 3

Add your Order ID (number) and email address, click "Start your Return".

Step 4

Follow the prompts of the Return portal; the return type, items you are returning and reason.