Returns Policy
Online shopping should be as easy as shopping in-store. A lot of love goes into the design of each PQ piece and we want you to love your purchase. But if something isn’t right, we’re here to help!
Our Returns Policy does not exclude or replace your rights given under Australian Consumer Law and Regulations. However, if you’re not happy with your purchase, you are welcome to return the item/s.
Please note: We do not offer refunds for change of mind purposes, including style, colour, size or multiple sizes purchased to check fit etc
All returns for exchange or store credit must meet the following requirements:
- Items must be in new condition with tags attached and in original packaging
- Items must not be worn, washed, damaged or altered from their original state
- Items marked FINAL SALE cannot be returned or exchanged
- A returns form must be completed and included with return parcel for our customer care team to process your return or exchange
- Items purchased in Australia must be returned within 14 days of the order being received, and 28 days for New Zealand and international orders. Items posted after these timeframes may be denied.
If you would like to exchange an item, please get in touch with us at hello@pqcollection.com prior to sending your return to ensure your request is available. If the items you wish to exchange are not in stock, we will issue a store credit instead.
Return shipping is at the expense of the customer and is non-refundable. We recommend using registered post to keep track of your return, and keeping your tracking number until the return parcel has arrived at our warehouse.
PQ Collection reserves the right to deny a return if items are soiled, worn, or damaged in any way, or have any form of excessive hair, perfume, or scent on the fabric. Soiled or damaged items of any sort will be returned to the customer at their expense.
Our Quality Management Team will inspect all returned items. You will be notified via email if the items you returned do not meet our Returns Policy criteria.
Once your return has been received, please allow up to 7 working days for your request to be processed. You will receive an email notification once your return is received and processed.
If an item is faulty upon arrival, please notify us within 48 hours of receiving your parcel so we can organise a replacement for you. Please email clear images of the faulty item to hello@pqcollection.com, and our customer service team will assist you.
Sale prices, discounts and use of sale codewords are only valid within the promotional period - discounts for purchasing outside of the sale or promotional period (or forgetting to add the codeword at checkout) will not be refunded or credited.
Only 1 codeword can be applied at checkout. Store credits can not be used in conjunction with other sale and promotional codewords.
If you have any questions regarding our returns policy, please contact our friendly customer service team at hello@pqcollection.com or phone (07) 3393 9888.
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.