Refund policy
Last Updated: August 20, 2025
Thank you for shopping with us at Rachel. We aim to provide clear and transparent information regarding our Return and Refund Policy. Please review the conditions, procedures, and timeframes that apply to returns, refunds, and exchanges.
Scope and Contact Information
For questions regarding returns and refunds, please contact us through any of the methods below:
- Email: info@rachel-newyork.com
- Contact form: Get in touch
Policy Overview
- Return Period: You can return your order within 30 days of receipt. The return request must be submitted to us within this period.
- Refund Processing Time: Once we have received and checked your return shipment, we will process the refund within 5 days via the original payment method.
- Return Shipping Costs: Covered by the customer unless the product is defective or incorrect.
- Return Label: Would you like to return a product? Please contact our customer service department to request a return label. You can print this label yourself.
- Restocking Fee: We do not charge any restocking fees for returns.
How to initiate a return or refund:
To start a return, please follow these steps:
- Contact our customer service: Email info@rachel-newyork.com with your order number, reason for return, and any supporting photos if applicable.
- Receive return authorization: Our team will review your request and provide a return authorization and detailed instructions. You will also receive a return label that you can download and print yourself.
- Return packaging: Safely package the item, ensuring all tags and original packaging are included. Attach the return authorization form as well.
- Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer or covered by us if the order is defective or incorrect.
Return conditions:
- Items must be undamaged and include the original packaging.
- The goods must be in such a condition that they can be resold.
- Exceptions: Certain products, such as custom or personalized items and hygiene products (e.g., undergarments), are non-returnable unless unopened and unused.
Lost Parcels
If your package doesn’t arrive and your shipping address was entered correctly, we’ll gladly send a replacement. If you prefer a refund, please allow up to 30 days for us to investigate and confirm that the parcel has not been delivered before we process your refund.
Change Of Mind
If you change your mind, you can return your order to us within 30 days of delivery.
Wrong Product Received
If you accidentally receive the wrong item, ideally contact us within 48 hours. We will arrange a free return of the wrong product and send you the correct item free of charge. This can also be reported up to 30 days after delivery. Please contact our customer service team at info@rachel-newyork.com
Defective Items
If you receive a damaged item, please contact us preferably within 48 hours of delivery so we can resolve the issue as quickly as possible. However, you retain the right to report a defect up to 30 days after delivery. Please include a brief description and clear photos of the damage. We will be happy to assist you further. If the defect is confirmed, we’ll either issue a full refund or resend the product at no extra cost—whichever you prefer. Please contact our customer service team at info@rachel-newyork.com
Exchanges
If your order has already shipped, you can return it according to our return policy. We don’t offer direct exchanges, just return the item and place a new order for what you want instead.
Refund Information
- Processing time: Refunds are processed within 5 days via the original payment method, starting from the moment we have received your return. Extra time may apply depending on your bank or payment provider.
- Confirmation: You’ll receive an email with the refund amount and payment details.
- Delayed refunds: Haven’t received your refund 5 days after the indicated refund date? First check with your bank or provider. Still no update? Contact us at info@rachel-newyork.com
- Lost refunds: In rare cases, refunds may not go through. If this happens, we’ll investigate the issue with our payment processor and issue a new refund if confirmed. We’ll keep you informed throughout the process.