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Returns Policy

Thank you so much for shopping with Rae & Audrey!

Whether in our beautiful physical store or online, we're so grateful you chose to shop with us. We want you to have a wonderful shopping experience.  

We are always happy to assist in any way we can. If you have any enquires at all, regarding our brands, fit, sizing or would love styling assistance please don't hesitate to contact us. We will endeavour to get back to you as soon as possible.  

Please email customercare@raeandaudrey.com.au for all enquiries.  

 

IN-STORE RETURNS: 

Our physical store allows you the opportunity to see, feel and try on our garments, shoes, and accessories before purchasing. In compliance with the Australian Consumer Law, we do not offer refunds on goods due to change of mind.  

We are happy for you to return your purchases in store for an exchange or credit note only.

  • Item/s must not have been worn, washed, or altered in anyway. The item/s must be in original condition, with all tags attached, including hygiene seal. We will not except any returns of swimwear without the hygiene seal and swing tags in place.  
  • Due to hygiene purposes lingerie and jewellery may not be returned, unless in the circumstances that the item is faulty beyond repair. 

On the rare occasion of a faulty item, the garment will be assessed in store and by the brand. If we are unable to repair, replace, or exchange, a refund will be offered. 

Under The Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumers guarantees.  

For returns, please make contact strictly within 10 days from the date of purchase for us to process an exchange or credit.  

Please read care labels carefully and wash garments as directed. 

 

ONLINE RETURNS:  

We want you to be completely satisfied with your purchase. We hope you love every piece you purchase with us and purchase with confidence. If for any reason, you are unsatisfied with your purchase, please contact our customer care team, to assist you with your return process.  

customercare@raeandaudrey.com.au 

*Please note: Online purchases cannot be returned in our physical store.

To be eligible for a return, you must be able to meet the following requirements:  

  • Online returns, please contact our customer care team strictly within 10 days of purchase. customercare@raeandaudrey.com.au 
  • Item/s must be in original condition – Item/s must not have been worn, washed, or altered in anyway. All tags must be attached, including hygiene seal.  
  • Item/s must be in perfect condition, as you received them. All item/s are quality control checked before packaged and sent to you with care. All returns must be sent back in the same manner. We reserve the right to decline your return and will send the item/s back to you if item/s are not sent back in a respectful and resalable manner.  
  • All swimwear MUST be tried on with undergarments. The hygiene seal must be intact and not removed in any way. Swimwear will not be excepted if the hygiene seal has been moved or altered in anyway.  
  • Due to health and hygiene reasons, jewellery and lingerie cannot be returned.  
  • SALE items are FINAL SALE and cannot be returned.
  • SALE Swimwear are FINAL SALE items and cannot be returned.  
  • Promotional Sales are FINAL SALE and cannot be returned for a refund. 

 

Return post:  

  • All returns are at the cost of the customer. 

 

Faulty item/s return post: 

  • If a product is deemed faulty by our Customer Care Team and the brand, Rae & Audrey will reimburse the consumer for return costs. Consumer must keep receipts for postage so that Rae & Audrey can cover the cost once the item/s has been assessed. 

 

Return Options:  

  • Exchange of size 
  • Exchange of style 
  • Store Credit 
  • Refund 

Please note, exchanges are subject to availability once your return has been received and processed with our customer care team.  

We encourage you to try on your order as soon as you receive it. 

 

Sale Returns:

Sale items are strictly final sale only and cannot be returned for either exchange, credit, or refund. This includes but no limited to promotional sales. 

During sale and promotional periods, please be patient with us while we pick, pack and ship your order. We are so excited for you to receive your order, however; small delays may occur during promotional periods. Please allow 1-3 business days to receive your tracking details. 

 

Please note:  

  • We reserve the right to refuse returns that show signs of wear or do not meet the above criteria. Items damaged as a result of incorrect garment care or general wear, are not considered to be faulty. 
  • If our team identifies unreasonable and frequent patterns of returns of purchases, or use of garments for the creation of content for personal or professional gains, we may restrict or refuse future orders. 
  • Gift Cards purchased in store, are not eligible to be used online at this time.
  • Purchasing an item in multiple sizes is something we as a small business wish our customers to avoid as much as possible, depending on the circumstances. We do not always carry multiple sizes of the same style/size. If you wish to do this with the intent of sending back the incorrect size, we will be in contact with you and try to guide you with sizing in the very best way we can, before sending you your order. Our team is qualified in assisting you with sizing and feel we can avoid you the hassle by guiding you to buy the best size for you. Please reach out if you have any sizing questions. 

 

Returns Processing Time:  

Your exchange, store credit or refund will be processed within 1 - 3 business days of receiving your returned items. Please allow extra processing time during sale periods and festive seasons.

 

To begin your return: 

Please ensure you add the following details in your email to customer care to ensure a speedy process.  

  • Full name 
  • Contact number 
  • Order number 
  • Item/s you wish to return, including size and colour. 
  • Your return option (Exchange of size, style, store credit, or refund). 
  • Reason for return 

 

Our customer care team will respond with a Return Authorisation number which you are required to place on your return form and return inside your order.
Thank you for your patience and understanding.
With love,
Team Rae & Audrey x