Returns Policy

RETURNS POLICY

Shopping online should feel just as easy (and fabulous) as shopping in-store. Every PQ piece is designed with love, and we truly want you to adore your purchase. But if something isn’t quite right, we’ve got your back.

We honour your rights under Australian Consumer Law, but outside of that, we kindly ask you to follow our returns process to help keep things running smoothly. Here's how it works:

WHAT YOU CAN RETURN:

  • Full Price items: You’re welcome to return these for a refund or store credit.

    Please note: if a discount code was used at checkout (e.g. welcome code), you will only be eligible for a store credit.

  • Sale items: These can be returned for store credit only (unless faulty).

  • Faulty items: If something arrives less than perfect, let us know within 48 hours of receiving your parcel, and we’ll sort it out.

WHAT YOU CAN’T RETURN:

  • Final Sale items: These are clearly marked and not eligible for return under any circumstance unless they’re faulty. If you send one back, we’ll kindly invoice you for return postage and send it back to you, no exceptions.

  • Items sent without approval: All returns must be pre-approved by emailing us at hello@pqcollection.com with “RETURN + your order number” in the subject line. If you skip this step, we may send the item back to you at your expense.

  • Used or damaged items: All returns must be in brand-new condition: tags attached, unworn, unwashed, no makeup marks, perfume, or other signs of wear.

THE FINE PRINT:

  • Returns must be lodged within 14 days of delivery for Australian orders, and 28 days for NZ or international. Late returns may be refused and returned to you at your cost.

  • We do not offer direct exchanges. If you need a different size, we’ll process a refund or store credit so you can re-purchase the correct item.

  • Return postage is at your cost and non-refundable. Please use tracked shipping and keep your tracking number. We’re not responsible for parcels lost in transit, and strongly recommend lodging at the counter, please don’t use street-side post boxes.

  • Our Quality Management Team reviews every return. If your item doesn’t meet the returns conditions, you’ll be notified via email and it will be returned to you at your cost.

  • Once your return has been approved and received, we aim to process your refund or store credit as quickly as possible, we aim to do this with 1 business day. You’ll receive an email confirmation once it’s done!

  • Items must be unworn, unwashed and unused with original tags and packaging. PQ Collection has the right to reject a return if it does not meet the above conditions. In this instance, we will contact you and organise to send the return back at your cost.

    Returns will be rejected if there are any noticeable:

    • Stains
    • Strong fragrances or odours
    • Pet/animal hair
    • Fake tan
    • Makeup
    If you send an item back that is not in its absolute original condition, we will not be able to process your return, and you will be responsible for the cost of having your item sent back to you.

A FEW EXTRA REMINDERS:

  • Discount codes must be used at checkout during the promotional period, they can’t be applied after you have already submitted your order.

  • Only one discount code can be used per order.

If you’re ever unsure or need help, our friendly customer service team is just an email away: hello@pqcollection.com

Thanks for shopping with us, now go grab that fabulous fit!

With Love,
From the Team at PQ Collection

Frequently Asked Questions

How do I place an order?

Ordering online from PQ Collection is easy! When viewing an item, simply select your size and quantity needed and then click ‘Add to Cart’. You can review the item/s in your cart at any time by clicking on the ‘My Bag’ icon in the top right corner of every page. Once you have reviewed the items in your shopping cart, you can either continue shopping or continue to check out and place your order.

How do I checkout?

Once you have selected items in your cart, simply click the ‘Checkout’ button. You will then be prompted to either sign in to your account or create an account. Next, choose your preferred shipping method and enter any discount codes or credit vouchers that you may want to use. Finally, you will be directed to complete your payment. A confirmation email will be sent to your registered email address containing the contents of your order.

Please note that only one discount code or credit voucher may be used at one time. If you have an existing credit and wish to purchase using a credit voucher, please contact our Customer Care team at hello@pqcollection.com.

What payment methods can I use?

PQ Collection offers several payment methods: Credit/Debit Card, PayPal and AfterPay.

For Credit/Debit card payments, we accept Visa and MasterCard only.
AfterPay is available for all orders being placed within Australia and New Zealand. Further information regarding AfterPay can be viewed here: https://www.afterpay.com/en-AU/how-it-works


All payments to PQ Collection are securely processed using industry-grade TSL security. Your credit card number and Pay Pal login details, are AfterPay login details, are secured with and solely by them. PQ Collection is never, at any time, able to see your credit card information including the name, number, expiration date and CVV. PQ Collection is never able to see your PayPal or AfterPay account information, only the username or email address with which your account information is associated.


If you are experiencing issues while checking out using PayPal or Afterpay, please contact PayPal or AfterPay directly about the issues, as they can assist you faster with more accurate information on how to resolve the issue. PQ Collection is unable to correct issues relating to these payment methods as they are out of our control. These companies keep your information safe- even from PQ Collection- and therefore will not deal with us directly on matters, only with you as their customer.


If you are having difficulty checking out, or paying with your credit/debit card- please verify your payment details, that your card is active and that it has the correct funds available. If you are still experiencing issues, please email our Customer Care team at hello@pqcollection.com for further assistance.

What is AfterPay?

AfterPay is a digital service that allows you to buy an item and pay it off later in fortnightly installments. All information regarding AfterPay can be viewed directly on the AfterPay website at the link https://www.afterpay.com.au/faqs/

What currency do you accept?

All prices on pqcollection.com are displayed in either Australian Dollars (AUD), New Zealand Dollars (NZD), United States Dollars (USD) or Canadian Dollars (CAD) as specified by your selected currency option. Prices displayed in a particular currency will also be charged in the currency.

PQ Collection does not set prices based on the current exchange rate, and will not be held responsible if any particular item’s price in AUD does not reflect the current exchange rate. You are welcome to view and purchase in any of the available currencies at any time.

In any case where a price displayed on pqcollection.com without a currency indicator (AUD, NZD, USD or CAD) such as $69.00- it is to be assumed that this is Australian Dollars (AUD).

What are shipping times and costs?

Australian Shipping

Standard Shipping: $10.00 AUD

Free domestic standard shipping on all orders $200+

Express Shipping: $15.00 AUD

International Shipping

Standard Shipping: $15.00
Express Shipping: $30.00

Free international standard shipping on all orders $200+

International Taxes & Customs Charges


International customers may be required to pay sales tax, duty and/or Customs charges. All Taxes and custom charges are the responsibility of the customer and are not included in the cost of the order or shipping charge. Taxes and customs charges differ depending on the country and state of the shipping address. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to you. PQ Collection is not responsible for any additional taxes and customs charges that are requested during the shipment of your order.

If you have any questions or concerns regarding import taxes and customs duties, please contact our Customer Care team prior to placing your order at hello@pqcollection.com.


Processing Times
Orders are processed Monday through Friday and are shipped within 24 hours of placement, excluding weekends and public holidays. Orders placed before 11:00 am AEST will be shipped the same day.

Tracking information is sent via email by 5:00pm the day your order is shipped out.



***COVID-19 Notice & Information***


Please expect delays with all deliveries during this time due to flights being grounded and delays occurring with customs clearances that are constantly changing. Unfortunately, these delays are out of our control but we are keeping in contact with our shipping partners to make sure that everything keeps moving. We completely understand that you would love to receive your PQ goodies right away. We kindly ask that we are all patient and understanding during these uncertain times.


Additional Information

Australia Post is currently experiencing high volumes of parcels through their network. At the moment please allow up to 5 business days after their quoted delivery date.

Signatures will no longer be required upon delivery for all domestic orders to avoid cross-contamination. This will be consistent whether you receive your parcel at your delivery address or pick it up from the post office.

With patience and kindness, we will get through this together.

If a change of address is made directly with your local post office or DHL, PQ Collection will not be held responsible for any lost or mis-delivered parcels. Requests for change of address must be made directly with PQ Collection via our Customer Service team prior to your order being shipped.

If a customer error in shipping address is made during the checkout process (e.g. incorrect/incomplete address), PQ Collection reserves the right to change a re-shipment fee equivalent to the original shipping charge.

PQ Collection is not responsible for lost or stolen packages or packages delayed in transit.

If your delivery is late or lost, please submit an enquiry with Australia Post.

The shipping cost of orders is non-refundable.

***Please note that the international shipping costs that PQ Collection provides do not reflect the cost of return shipping from countries outside of Australia. It is the responsibility of the customers to enquire about the cost of return shipping from their country back to Australia as this fee is in no way covered by PQ Collection.

For further information, please contact our customer care team at hello@pqcollection.com

I’ve just placed an order, where is my confirmation email?

Please allow up to 2 hours for your confirmation email to be received in your registered email inbox. We recommend checking your Junk/Spam mail folder as well. If you do not receive a confirmation email within this time frame, simply send an email to our Customer Care team at hello@pqcollection.com

Can I cancel/make changes to the order I just placed?

It is only possible to make a change to your order within 1 hour of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our Customer Care team (within 1 hour) at hello@pqcollection.com with your change/cancellation request details included in the email. This will minimize the processing delay with your order due to the changes being made.

Where is my order? I have not received it yet.

You will receive a confirmation email once your order has been shipped that contains your tracking information. If you have not received a shipping confirmation email, please check your Junk/Spam folder, as it may have been received there. Please also note that tracking information is sent via email at 3pm on the day that your order is shipped out.

Do you have a size chart?

We have a size guide for you to follow, but if you have specific questions about an item that are not already mentioned in the ‘Size & Fit’ section on the product listing, please contact our Customer Care team at hello@pqcollection.com and we will be more than happy to provide you with extra information to make your purchase easier.


Here at PQ Collection we know that size really does matter, which is why our focus is to provide high quality and stylish plus size womens clothing made easily available and that’s why we offer a large range of clothes and much more for curvy women and beyond.

Where are PQ Collection items designed and manufactured?

PQ Collection is designed in Australia with our very own design team, down to the unique, exclusive prints and details. We work closely with our international factories to make sure that we bring you the very best quality of items for the best prices that can be achieved for you.