Do you offer refunds or exchanges?Updated 2 months ago

Returns Eligibility

We accept returns and exchanges on full-priced items, excluding earrings and sale items unless deemed faulty or required by law, and provided each of the following conditions are met: 

1. The return must be lodged via our Returns Portal within 7 days of receiving your order; 
2. Once lodged, the item must be shipped within 2 business days of return lodgement; 
3. Any return not shipped within the above timeframes will be cancelled and the item will no longer be eligible for return; and
4. Items deemed ineligible for return will be returned to the customer if sent to Rachel Gilbert.

Item Condition
To be accepted, returned items must meet the following criteria:

• Be in original condition, unworn, unwashed, unaltered and free from damage;
• Be free of any signs of wear, including make up stains, fragrance, body lotions, tanning products, pet hair or any other residue; 
• Be returned in the original packaging with all original tags attached including the swing tags and the Rachel Gilbert returns tag. Once any tag has been removed, the item is no longer eligible for return. 

Non-Returnable Items 

• We do not accept returns or exchanges on sale items, unless the item is faulty or required to be accepted under the Australian Consumer Law. 
• For hygiene reasons, we do not accept returns or exchanges on earrings unless fault. 
• Any sale item returned without prior authorisation will be returned to the customer.