Refund policy
We want you to love what you buy. If something isn't right, you have 14 days from delivery to return it.
Conditions
- Items must be unworn and unwashed, with all original tags attached and in their original packaging.
- Sale items are final sale and can't be returned unless faulty.
- Original shipping costs aren't refunded, and return shipping is paid by the customer.
- Some items can't be returned: pre-owned items, custom or special orders, personal care goods (such as skincare and underwear) and gift cards.
How to return
Email shop@therake.com.au with your order number and the item you'd like to return. Once we've confirmed, send your return to:
The Rake Store
159 Hunter Street (entrance on Wolfe Street)
Newcastle NSW 2300
Australia
Refunds
We'll let you know once we've received and inspected your return. Approved refunds are processed to your original payment method within 3–5 business days of us receiving your return. Your bank or card provider may take a little longer to post the refund.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a new order for the item you'd like.
Damaged, faulty or incorrect items
Please inspect your order when it arrives and email shop@therake.com.au straight away with your order number and a photo if anything is damaged, faulty or not what you ordered, so we can make it right. This doesn't affect your rights under Australian Consumer Law.
European Union 14-day cooling off period
If your order is shipped into the European Union, you have the right to cancel or return it within 14 days for any reason and without justification. As above, items must be unworn or unused, with tags, and in their original packaging.
Full details are on our Shipping & Returns page.