Help Centre
SHIPPING & DELIVERY
How do I work out shipping costs?
If you add the item/s into your shopping cart and then proceed to checkout. You will be given the final price for the item/s inclusive of shipping and GST under the shipping tab.
Can I pick up my order?
Unfortunately, we don’t offer pickups from our warehouse for any of our products.
How do I find out when an item will be shipped?
There is a 1-3 day estimated time frame for dispatch on our products.
What couriers do you use to deliver items?
We use Australia Post as our main courier but in some cases your item can come from other couriers.
Can I arrange my own courier?
Unfortunately, you are unable to arrange your own courier for delivery. You would need to have the item/s delivered by our assigned couriers.
What happens if an item says that it can’t be delivered to my location?
There are some instances where the courier that is assigned for delivery of certain products can’t arrange delivery to certain locations. Please refer to our Shipping Policy page for more info.
When will an item arrive?
Please refer to our Shipping Policy page for more info.
What happens if I am not home to accept the delivery?
If no one is present when the delivery is made the courier will leave a calling card explaining how to collect or arrange re-delivery.
Do you deliver to PO boxes or parcel lockers?
Yes, only parcels under 22kg will be delivered to PO boxes with Australia Post.
How will I know when an item has been shipped?
Once your items have shipped out you will get an email notification and a tracking number attached to it. This tracking number will be linked to the carrier tracking website and if you click on it, it will allow you to track the status of your order. In some cases, tracking updates could take 24-48 hours to update accurately.
Alternatively, you can always contact the courier directly and quote your tracking number and they will be able to give you more accurate tracking information.
How do I track the status of my delivery?
Once your items have shipped out you will get an email notification and a tracking number attached to it. This tracking number will be linked to the carrier tracking website and if you click on it, it will allow you to track the status of your order. In some cases, tracking updates could take 24-48 hours to update accurately.
Alternatively, you can always contact the courier directly and quote your tracking number and they will be able to give you more accurate tracking information.
What happens if my tracking number doesn't work?
If the tracking is not showing up anything, or is saying invalid please double check the tracking number you have put in. It can take upto 48 hours for the tracking to update.
If the tracking still does not work after 48 hours then get in touch with us and we will investigate further.
What are normal delivery hours?
Our couriers deliver Monday to Friday between business hours which are 7am to 5pm.
Do you ship outside of Australia?
Yes, Rich & Rare ships worldwide.
Do you offer overnight delivery?
No, we currently don’t offer an overnight delivery service.
Can I nominate a delivery date and time?
Unfortunately, a precise delivery date and time wouldn’t be possible but we can delay the dispatch of your order if you let us know after placing your order.
Can I add an authority to leave on an order if I know I won't be home?
Yes, when entering your delivery information there is a section for you to add an authority to leave in order notes.
Can I make special delivery instructions?
Yes, when entering your delivery information there is a section for you to add an authority to leave and you can enter the instructions here. Please note that these instructions can only be basic and won’t allow you to arrange specific delivery dates or times.
ORDER QUERIES
What happens if my item arrives damaged or faulty?
Unfortunately items are occasionally damaged in transit or faulty.
If an item arrives and the packaging or the item itself is clearly and significantly damaged/faulty, you should take photos or videos showing the damage/fault, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partners to ensure our service and the quality of packaging is improved.
If you notice that an item is damaged/faulty after it has been delivered to you, please take photos or videos clearly showing the damage/fault and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example we may arrange to:
– Offer a partial or full store credit voucher or refund
– Replace the product (subject to availability)
– Arrange for the product to be returned to us
If we require you to return the product to us, we will pay the cost of the return.
What happens if I receive the incorrect item?
Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.
What happens if I am missing an item from my order?
Very occasionally we may accidentally ship your order with a missing item. If you are missing an item from your order, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the missing item at no cost to you.
Can I cancel an item from an order after it has been placed?
You may request to cancel an item from your order, only before an order reaches the dispatch processing stage. After an order reaches the dispatch processing stage, cancellations may not be possible.
Can I change the shipping address after the order has been placed?
You may request to change the shipping address on an order, only before an order reaches the dispatch processing stage. After an order reaches the dispatch processing stage, address changes may not be possible
Can I add an item to an order after it has been placed?
Unfortunately not, once an order has been finalised no additional items can be added. A separate order would need to be placed.
Can I hold an order from being shipped?
If you contact us as soon as you place the order, we can add notes to the order to delay the dispatch.
PRICING & PAYMENT
What payment methods do you have?
We offer payments via Visa, MasterCard, PayPal, Shop pay, Apple Pay, Google Pay and Store Credit.
Do you have a buy now, pay later payment method?
We will be integrating Afterpay and Laybuy soon.
ACCOUNT
How do I update my email address or password?
You can update your email address and/or password in the My Account section of the website.
How do I unsubscribe?
You can unsubscribe from our newsletter in the email you receive.
I’ve forgotten my password!
We’re sorry to hear you have forgotten your password, you can reset your password by entering your email address from the Lost Your Password section and we will send you an email.
How do I update my shipping and/or billing address on my account?
You can update your shipping and/or billing address in the My Account section of the website.
How do I view my orders?
You can view your orders in the My Account section of the website.
How do I leave a review for a product I have purchased?
You can leave a review on any purchased product in the My Account section of the website.
WARRANTY & RETURNS
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@richandrare.co.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at hello@richandrare.co.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned like sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Change Of Mind Policy
- We only accept change of mind within 30 days after the item is delivered
- Please send an email including pictures or video of the condition of the product received and an explanation of why they would like to return the product and if the item is eligible for return.
- We will notify as to whether or not we require the product to be returned to us. Please do not return the product to us without our prior consultation – credit will not be given in this case.
- If we require the product to be returned to us, we will provide a return post label. We will not refund postage if the customer does not use our return label.
- If return label provided to you, we will refund the total order amount.
- If return label NOT provided to you, we will refund the total order amount.
- If customers change their mind before the item is received and require the action of RTS (Return to Sender), we will refund the total order amount.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please get in touch with us at hello@richandrare.co.
What if I have changed my mind and no longer want the product I ordered?
To give you the complete peace of mind, Rich & Rare offers a 30 Days Change of Mind Policy. You have the option to return any unopened, unused item in its original packaging that you bought from Rich & Rare for any reason within 30 days of receiving the item.
If you would like to return your item for your money back, please follow the below procedure.
- Email hello@richandrare.co with your order number and item that you wish to return.
- You will be advised with a return authorization number and our return address.
- The item cannot be opened, used, worn or damaged, and in 100% re-sellable condition when we receive the item.
- You cannot stick or write anything on the item or its packaging. You can only place postage sticker on the outer postage packaging.
- Once the refund is approved, we will transfer the funds via the payment method you paid for your order. You will be refunded the total cost minus the initial and return postage charges, even if you received free delivery in the first place.
- Certain types of products may not be returned under this policy. Please contact our customer support team to find out more information.
If the requirements are not satisfied, Rich & Rare reserves the right not to offer a refund of change of mind returns.
Are all items on Rich & Rare returnable?
Unfortunately, not all items sold on Rich & Rare are returnable.
Non-returnable items included but not limited to:
– Products described as “made to order”
– Underwear(Coming Soon)
– Clearance items
– Personalised items
– Gift Cards
I don’t have the packaging, can I still return the product?
Items returned must be in “as-new condition” and packaged securely in the original packaging or similar. This means you have not used, damaged, washed or laundered any of the items.
I have used the product, can I still return the product?
No, we only accept returns for item/s that are unused.
Can I personally return a product to your warehouse?
We are unable to accept returns delivered in person to our courier depots, offices or warehouse facilities.
Can I arrange my own courier for the return?
No, unfortunately, in order to monitor the status of the return we need to book the labels under Rich & Rare courier accounts.
Can I exchange an item instead of returning it?
Unfortunately, we don’t offer direct exchanges on any products. The Customer Care team can assist you to return the item, and then place a new order for the item/s you are after.