How do I make a return?Updated 3 months ago

Online Return Policy

At Rachel Gilbert, we are committed to ensuring you are satisfied with your purchase. Rachel Gilbert Pty Limited (‘Rachel Gilbert’) offers returns and exchanges on full-priced products purchased via our eboutique, subject to the conditions outlined below.

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. 

Return Shipping & Cost 

• All returns must be processed via our returns portal, which will provide a registered and trackable return label. 
• A flat rate of $25.00 will be deducted from your refund to cover the cost of return shipping. 
• We do not accept liability for lost or missing returns. 
• Returns sent without paperwork or shipping methods not provided by the Returns Portal may incur additional duties, taxes or fees which will be deducted from your refund. 

Refund & Processing 

• Approved returns will be refunded to the original payment method, minus the shipping and returns fees unless the item is faulty or required to be refunded by law. 
• Refunds will be processed within 5 business days of receiving your returned item. 
• We reserve the right to refuse returns that do not comply with this policy.

Returns Monitoring 
We actively monitor return activity for abuse or misuse of our policy. Repeated or excessive returns may be flagged and could lead to future return requests being refused at our discretion. 

How to lodge a return
To lodge a return, please visit our Rachel Gilbert Returns Portal and follow the steps, please ensure the return must be lodged within 7 days of receiving your order and shipped within 2 business days of lodgement. 

For further assistance please contact our customer care team. 

Exchanges 

Rachel Gilbert offers free exchanges through our Rachel Gilbert Returns Portal. 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.

Faulty Items

If you have received a faulty item, please contact our Customer Care team at [email protected] with the following information:

• Your order number
• Images that clearly outline faults

Once we receive the item, the item will be inspected by our team. If the item is deemed faulty we will issue a full refund. If the item is not deemed to be faulty we will send the item back to you at no extra cost.

For in-store purchases, please contact the boutique that you purchased from directly. Boutique contact information can be found HERE.

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 and/or credit notes issued online are only redeemable online, and not redeemable in-store.

Gift Cards and/or credit notes issued in store are not redeemable on online purchases.

Boutique Returns Policy

Rachel Gilbert boutiques offer credit notes or exchanges only on full-priced products (excluding sale items unless faulty and/or required to be returned by law) purchased in-store and subject to the following conditions:

• Items must be returned to the store of purchase within 7 days of purchasing.
• 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 have all original tags attached. Once these tags have been removed, the garment is no longer returnable.
• Rachel Gilbert does not accept returns on any sale items unless deemed faulty, or required by law.
• Items purchased with promotional discounts cannot be retrospectively applied.
• 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.

Our Rachel Gilbert boutiques are unable to accept online returns in store.

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 Portal. Boutique contact information can be found HERE.

Stockists Return Policy

Unfortunately, we are unable to accept returns or offer an exchange for Rachel Gilbert items purchased at one of our stockists via our online Return Portal. Please contact the stockist directly to initiate your return.

Terms Of Use

Rachel Gilbert reserves the right to cancel orders and refund customers orders due to pricing errors (or for any reason). You will be advised prior to cancellation.

Rachel Gilbert reserves the right to go on sale at any time without notice. Rachel Gilbert Pty Ltd has the right to extend, change, update promotional offerings at any time without notice. Prices online may not apply in store, especially during an online-only sale. Once the online store has exhausted its allocation, it cannot pull items from in-store. Prices on items may vary from store to store. Discount prices will only be honoured during the sale period - no exceptions. Rachel Gilbert Pty Ltd are not obligated to refund the difference on any item bought outside the sale period.