Do you offer refunds or exchanges?Updated 2 months ago
Refunds
Yes, The Rachel Gilbert Pty Limited (‘Rachel Gilbert’) eBoutique offers returns and exchanges on full-priced products (excluding sale items unless deemed faulty and/ or required to be returned by law) purchased online and subject to the following conditions:
Items must be sent back to Rachel Gilbert within 7 days of receiving your order. The return must be handed to an affiliated courier service within 7 days of receiving your order.
Items must be in original condition. Any garments that have been worn, damaged, altered or washed will not be accepted. This includes, but is not limited to, makeup stains or fragrance from perfume, body lotions, tan, pet hair.
Items must be returned in their original packaging with all original tags attached, including the return tag and swing tags. Once these tags have been removed, the garment is no longer returnable.
Rachel Gilbert does not accept returns (refund or exchange) on any sale items unless deemed faulty, or required by law. Please note, any sale item returned without authorisation will be sent back at an additional charge.
For health and safety precautions, we cannot accept returns or exchanges on earrings unless deemed faulty.
We monitor returns to identify potential abuse or misuse of our return policies. Continued returns will be flagged and potentially refused at our discretion.
To return or exchange an item, please lodge your return via our returns portal HERE within 7 days of receiving your order.
You will receive email confirmation once we receive your return back into our warehouse. Please allow up to 10 business days for our team to process your return.
All refunds are processed back onto the original payment method minus the shipping charges for the goods returned unless the product(s) are deemed faulty. Please allow 3-5 business days for the reimbursement of funds to be allocated back to the original form of payment used for purchase.
Please note we do not cover the costs to send the items back to us, our Returns Portal will deduct a flat rate fee of $12.99 off of your return. Our Return Portal will provide a registered and trackable return shipment label. Please note that we do not accept liability for lost returns.
Shipments returned with paperwork not provided by our Return Portal may be subject to further fees, duties and taxes which will be deducted from your refund or credit.
Jewellery
For health and safety precautions, we cannot accept returns or exchanges on earrings unless deemed faulty.
Digital Gift Cards and Credit Notes
Digital Gift Cards may not be returned and are valid for 3 years only from the date of issue. Digital Gift Cards can be redeemed online and in all Rachel Gilbert boutiques.
Credit notes issued for online purchases are only redeemable online, and not redeemable in-store. Credit notes issued in store are not redeemable on online purchases.
Free Exchanges
Rachel Gilbert offers free exchanges through our online Return Portal. If you would like to exchange an online purchase, please lodge your exchange via our returns portal HERE within 7 days of receiving your order.
Once we receive your return back into our warehouse, we will then process your exchange. Please note that we cannot guarantee that the stock will still be available as we are unable to place holds on stock for exchanges.
As a brand, we do not produce our items in high quantities as this adds to their individual exclusivity and helps to avoid mass production in the industry.
If your exchange is time sensitive we recommend lodging your return for a refund and purchasing the item that you wish to exchange for.
Boutique Returns Policy
Please note that item(s) purchased in one our boutiques cannot be returned for a refund and are eligible for a credit note or exchange only. If you have purchased an item at one of our boutiques, please contact the boutique directly for assistance. We are unable to accept boutique return requests through our online return’s portal. Boutique contact information be found HERE.
Rachel Gilbert boutiques cannot process online returns in-store. All online returns need to be lodged via our returns portal HERE.
Stockists Return Policy
Unfortunately, we are unable to accept returns or offer an exchange for Rachel Gilbert item(s) purchased at one of our stockists. Please contact the stockist directly to initiate your return.