Background
RAQ Apparel is a Melbourne-born swimwear label created “by busty people, for busty people.” With bikinis available in 66 bra sizes starting from a D cup, the brand offers minimalist designs that combine comfort, support, and style. As RAQ expanded into Australia and the US, operational bottlenecks in fulfilment and returns began limiting both customer experience and growth potential.
The Challenge
Outdated fulfilment process: Manual workflows made it difficult to manage order volume and scale operations.
Disjointed returns system: Customers lacked a seamless way to manage returns, creating frustration and more support tickets.
Inefficient staff workflows: Team members were spending excessive time resolving fulfilment and returns issues instead of focusing on growth.
The Solution
New Site Agency partnered with RAQ to stabilise their operations and prepare for scale with Shopify integrations and streamlined processes.
What we delivered:
3PL Migration on Shopify
Connected RAQ’s Shopify stores in AU and US to a new third-party logistics partner.
Automated order flow for faster, more reliable fulfilment.
Loop Returns Integration
Implemented Loop Returns across both storefronts, giving customers a self-service portal for returns and exchanges.
Reduced manual handling and improved customer satisfaction.
Operational Training & Documentation
Developed new standard operating procedures.
Trained staff to confidently use the updated systems.
Growth Enablement
Introduced SEO initiatives to improve brand visibility.
Built a Fit Guide Quiz to drive engagement and support conversions.
Results
The transformation delivered immediate operational improvements and long-term growth potential.
Faster, more reliable fulfilment through automated 3PL workflows.
Reduced support load with a seamless returns experience.
Higher customer satisfaction thanks to quicker exchanges and clearer processes.
Stronger growth foundation with SEO and onsite engagement tools.
“Phil is the go-to guy for anything Shopify and technical. He streamlined our fulfilment and returns, trained our team, and made things run smoother for staff and customers. We’re now also working with him on SEO initiatives and our new Fit Guide quiz.”
— RAQ Apparel Team