Refund Policy

Returns

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

FULL PRICED STYLES

You are welcome to return your order within 14 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 14 days of delivery.
• Full-priced items are eligible for an exchange, refund, or store credit.  Portal)
• Full-priced items returned for a store credit will receive an additional 10% bonus credit — this does not include Pre-Ordered Items or exchanges.
• 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 3 years 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 a credit note.

SALE ITEMS

Thank you so much for shopping our sale items — we're so grateful for your support. Please note that all items purchased during a sale are final and we're unable to offer refunds, exchanges, or store credit.

Faulty Sale items will be replaced with a new piece in the same style and size.

FAULTY STYLES

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

• 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 & DISPATCH DATES

From time to time, we offer exclusive pre-launch access to our collections so you can secure your size before the official release. Please note that during these pre-launch periods, items are not available for immediate dispatch.

All pre-launch purchases are eligible for returns within 7 days of delivery, except for orders placed using Afterpay or discount codes, which are not eligible for returns. Once your order is delivered, you will have 7 days to initiate a return if eligible. By purchasing during a pre-launch, you are securing your item ahead of time, with shipping commencing from the stated dispatch date.

Please note when purchasing Pre-Order, the dates are not guaranteed and delays may occur out of our control.

• All Pre-Order items can be returned for store credit ONLY — no refunds and no exchanges.
• The bonus 10% return credit does not apply to Pre-Order items.
• A Pre-Order item is a product that is not currently in-stock and an order must be placed to secure your size before the item physically arrives into stock. The benefit of purchasing a Pre-Order item is that you will secure your size without risking the item becoming sold out shortly after we make this available online.
• 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 refund and can be processed via our Returns Portal here.

AFTERPAY PURCHASES

Please note if you use Afterpay to purchase your item you can only return for a store credit/gift card.

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 customs 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.
• International orders are not eligible for exchange — refund or store credit only.

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, exchange, 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 garment's 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.

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 postcode, click "Start your Return".

Step 4 — Follow the prompts of the Return Portal; select the return type (refund, exchange, or store credit — exchange available for domestic full-priced orders only), the items you are returning, and reason.

Exchanges

Domestic customers can now request an exchange for a different size or colour on full-priced items directly through our Returns Portal, subject to stock availability, within 14 days of delivery. Exchanges are not available for:

• Sale items (final sale)
• Pre-order items (store credit only)
• International orders (refund or store credit only)
• Afterpay purchases (credit note only)

If your requested size/colour is unavailable, or if you're outside one of the eligible categories above, we recommend repurchasing the item and returning your original order for a refund or store credit in accordance with our return conditions.