Everything we make is built to last – in its design, comfort, and quality. While the reality is even quality items have a practical lifespan, if it came from us and it is not made properly – we'll make it right.
Quality Resolutions
Our clothing is built to last. But the reality is that even quality items have a practical product lifespan, that means their lifespan is not indefinite. If it’s not manufactured properly — we’ll make it right.
The Honour Code
We take time to write long-winded care instructions and print them on tiny white tags inside your clothes—and it’s for a reason. If you do what they say, the clothes will have a practical lifespan. You do the right thing, we’ll do the right thing.
The Process
Contact us here or bring it into one of our retail stores. Questions? Please refer to the FAQ below.
FAQS
What do you mean by Quality Guaranteed?
We mean that the products we make are crafted using fabrics, techniques, and a level of professionalism that last from season to season. Every product has a natural lifetime, but — laundry accidents aside — if our product doesn’t reasonably hold up, we’ll do our best to make it right.
To get in touch click here.
What is a product lifetime?
Our products are made to last. But as any denimhead with a strong vintage collection will tell you, most things can’t last forever, forever. Normal wear and tear itself is part of a clothing’s lifecycle — not to mention how much we love the aesthetics of a well-worn piece of clothing. Still, we set guidelines for how long you can expect ours to hold up, so you know what’s realistic.
What is not covered under our Quality Guarantee?
Products purchased at the sample sale, off-price retailers, and items bought through second-hand platforms.
Products may vary, but typically, wear and tear is deemed excessive when the item is approaching the end of its practical product lifespan. We do not cover products that fall within the following categories: extreme wear and tear, third-party alterations, dry-cleaning incidents, improper care, unusual wear and tear and other reasons that are up to our discretion.
Do I need a receipt?
Merchandise purchased outside of Rag & Bone retail stores, rag-bone.com.au and Rag & Bone outlet shops will require proof of purchase. This includes items you may have received as a gift.
Can I return products forever for free refunds?
We have a return policy. You have 30 days to return unworn clothing. But if you purchased something with a manufacturing defect, you can bring it back at any time. To protect all our customers and make sure that we handle every return or exchange with reasonable fairness, we cannot accept a return or exchange in certain situations.
To get in touch with our customer service team about returns here.
My item is final sale, is this covered?
It depends. Let's Chat!
How much will a return or exchange cost me?
If it’s on us, it’s on us. 100%.
Who will pay for my shipping?
We will provide you with a prepaid label, but it is up to you to find a box or envelope to ship the item in.
Will Rag & Bone always replace or exchange my products?
We will always replace or exchange any item (purchased from us or an authorised retailer) whose quality has been compromised by a manufacturing defect or flaw. If care instructions haven’t been properly followed, or a garment experiences excessive love, we can’t promise we’ll be able to replace or exchange it. But we’ll try. We will do our best to try and replace your items with something of equal value. However, if we are unable to, we will be happy to provide you with a store credit. Contact our Quality Guaranteed team if you think something you purchased qualifies.
Hurry up and give me my replacement.
Once we have received your damaged products – any replacement or exchange will take approximately three to four weeks.
Please be aware that rag-bone.com.au does not provide repair services under Quality Guaranteed. However, we do offer replacements or exchanges for products that meet our Quality Guaranteed Guidelines.
