When will my order be dispatched?
Once your order is confirmed, you’ll receive a confirmation email with your order number. Depending on our order volume, your parcel will be dispatched within 1-3 business days, excluding carrier timeframes.
Important:
Dispatch hours: 9am-5pm, Monday to Friday (excluding weekends and public holidays).
Orders placed on weekends will be processed the following business day.
If there are any issues processing your order, we’ll contact you as soon as possible.
Note: Dispatch may be delayed during peak periods.
How do I change or cancel an order?
Our system processes orders quickly, so we’re unable to make changes or cancellations once an order is placed. However, if you notice an error, please contact us within 1 hour of placing your order by calling 1800 724 263 or emailing customercare@rag-bone.com.au. In some cases, we may be able to cancel your order and allow you to place a new one.
Important:
Most orders are shipped the same business day. If it’s too late to intercept your parcel, you will need to follow our return process.
How do I track my order or know when it has shipped?
Once your order has shipped, you’ll receive a shipment notification email with tracking information. If your order is shipped in multiple packages, you’ll receive separate notifications for each.
Important:
Tracking info may only become valid once the shipment is scanned at the carrier’s depot. If there’s an error when checking tracking details on the same day your order is dispatched, please try again the next morning.
You can retrieve your tracking number from your order history in your account or by visiting Australia Post Tracking.
If you need assistance, please contact us:
Email: customercare@rag-bone.com.au
Phone: 1800 724 263
Do you have a price match policy?
Yes! If an item changes price within 30 days of your purchase, we’ll gladly price match it. Please note, final sale items are not eligible for price adjustments.
I ordered the wrong item. Can I change my order?
Once your order is placed, we cannot make changes, including removing items. If you realise there’s an issue, contact us within 1 hour of placing your order at customercare@rag-bone.com.au or 1800 724 263. We may cancel your order, allowing you to place a new one.
Important:
Most orders are shipped the same business day. If it's too late to intercept the parcel, please wait for the order to arrive and follow the return procedure.
Can I cancel my order?
Once your order is placed, we process it quickly for timely delivery. To cancel, please contact us within 1 hour at customercare@rag-bone.com.au or 1800 724 263. We’ll do our best to accommodate your request.
Important:
Most orders ship the same day. If it’s too late to cancel, please wait for the order to arrive and follow the return process.
Can I change my delivery address?
If your order hasn’t been dispatched yet, we may be able to update the delivery address. Please contact customercare@rag-bone.com.au with your order number and new address within 1 hour of placing the order.
Address changes can’t be guaranteed once the order is processed or shipped.
Can I order over the phone?
For security reasons, we can’t accept orders over the phone. Please place your order through our secure online platform. If you need assistance, our Customer Care team is happy to help. Contact us at customercare@rag-bone.com.au or 1800 724 263.
How do I order online?
Select the item, size, and colour you wish to purchase, then click ‘Add to Bag’.
Continue shopping or click ‘Checkout Now’ from your bag.
Log in (if you’re a returning customer), sign up, or checkout as a guest.
Provide your payment details (we accept Visa, Mastercard, AMEX, Afterpay, Apple Pay, Google Pay, or PayPal).
Once your order is complete, you’ll receive an email confirmation.
How will I know if my order is confirmed?
After checkout, you’ll receive a confirmation email with your order details. If you don’t see it, check your junk/spam folder.
If you still haven’t received it, please contact our Customer Care team at customercare@rag-bone.com.au or 1800 724 263 for assistance.
What happens if an item I ordered is out of stock?
If an item becomes unavailable, we’ll notify you via email within 1-2 business days. If we can’t fulfil the order, we’ll issue a full refund, which typically takes 2-5 business days to appear in your account.
We apologise for any inconvenience and appreciate your understanding.
