REFUNDS & RETURN POLICY

Returns or exchanges (subject to availability) are accepted on full priced items where the request is submitted within 7 days from the date of receiving your order. Items returned outside this period will not be accepted.

To process your return or exchange, please email eboutique@rachelgilbert.com. Rachel Gilbert will send an Authorisation Number and returns label. Returns must be requested and processed through Rachel Gilbert. Please note any orders sent back to Rachel Gilbert independently will be at the cost of the customer, you will not be refunded for the cost of shipping.

All garments must be in original condition and must not have been worn, altered or laundered. All tags must remain in place. Every garment is shipped with a Returns Tag, this must remain attached otherwise the garment cannot be returned.

We can only exchange items for a different size in the same style and colour, subject to availability. If the requested size is not available, you will be offered a refund or credit note. When requesting an RA Number, please specify the size you require. If you wish to exchange for a different style, please return your purchase for a refund and place an order for the new style.

SALE ITEMS 

All sale items purchased from the Rachel Gilbert eBoutique are final sale and are not eligible for return. We do not offer refunds, credits notes, or exchanges on any sale item purchased online unless deemed faulty. Please note, any sale item returned without authorisation will be sent back at an additional charge.

SHIPPING

We offer free shipping on all orders placed on rachelgilbert.us, this includes taxes, duties and any additional charges.

All orders purchased on Rachelgilbert.us ship via DHL. Please allow 1-3 days for your order to be processed. The below transit times are an approximate guide once the order has been processed and dispatched from our warehouse in Sydney, Australia. Please note that we do not ship to PO boxes or parcel lockers.

During Sale and peak periods please allow up to 3-5 working days for your order to be processed due to high volume orders and potential shipping delays during holiday periods.

Please be aware that online orders are not processed over the weekends or public holidays.

If the processing of your order is delayed for any reason, you will be notified by email. 


Once your order has been processed, you will be sent an email with your tracking information.

For further details, please email us at eboutique@rachelgilbert.com

BRIDAL

When placing an order for any bridal gown, please allow an additional 7 day processing window.

DUTIES AND TAXES

All Orders are shipped on a Delivery Duty Paid (DDP) basis, which means you will not have to pay additional fees when your order arrives in your country.

DELIVERY TIMES

North America - 3-5 days transit time.

USA, Canada and Mexico.

Europe - 3-5 days transit time.

United Kingdom, Germany, France, Switzerland, Sweden, The Netherlands, Norway, Lithuania, Spain, Austria, Ireland, Italy, Bulgaria, Hungary, Finland, Belgium, Croatia, Czech Republic, Denmark, Estonia, Greece, Guernsey, Hungary, Jersey, Latvia, Liechtenstein, Luxembourg, Malta, Monaco, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Switzerland, Vatican City.

Asia - 3-5 days transit time.

China, Hong Kong, India, Indonesia, Japan, South Korea, Laos, Macau, Malaysia, The Philippines, Singapore, Taiwan, Thailand, Vietnam.

Oceania - 5 days transit time.

American Samoa, Cook Islands, Fiji, Kiribati, Marshall Islands, Nauru, New Caledonia, Niue, Papua New Guinea, Samoa, Soloman Islands, Tahiti, Tonga, Tuvalu, Vanuatu.

Middle East

UAE - 3-5 days transit time.

Bahrain, Cyprus, Israel, Kuwait, Oman, Qatar, Saudi Arabia - 5-7 days transit time.

STOCK LEVELS

Because stock quantities are not updated in real time, items may be sold out at the time of purchase. If for any reason a sold out item is purchased, we will notify you by email as soon as possible and offered a suitable replacement or a full refund. 

NATURAL MATERIALS

Please note some items, including natural materials such as feathers, may be subject to import regulations and restrictions in your country. Please confirm with your local customs authority prior to purchase. Any shipments rejected by customs on arrival due to natural materials unable to be imported to your country will be returned to Rachel Gilbert at the customer's expense.

CURRENCY

Please note that all products listed are in US dollars.

CUSTOMER SERVICE

For all online customer service and product enquiries, please contact us via email eboutique@rachelgilbert.com emails will be responded to from 10.00 am to 5.00pm Monday to Friday (AEST).

FRAUDULENT TRANSACTIONS

We reserve the right to place temporary hold to or cancel your order in the event we have reasonable grounds to believe it is fraudulent. In such circumstances we will attempt to contact you, using the email address you provided at the time of booking and may request you to either provide further proof of identify before issuing your order. In the event we are not able to contact you or the information provided does not meet our minimum identification requirements, we may cancel your order with no liability whatsoever. 

STOCKISTS

Please check our stockists page for international and online stockists.

TERMS & CONDITIONS
We DO NOT refund initial shipping charges for goods returned (other than for faulty items). Items we exchange for you will be re-sent at your cost. Your own return postage costs are not refundable.

We recommend that all items are tried on by you on receipt to ensure that you are able, if required, to exchange or return them to us within the required 7 day period from purchase.



ONLINE ARCHIVE SALE T&C's

No exchanges or refunds on online warehouse sale purchases. All sales are final. Please allow additional processing and dispatch lead time. Once your order is shipped you will receive tracking through Shippit.

GIFT VOUCHERS
Gift vouchers may not be returned and are valid for 3 years from the date of issue.

TERMS OF USE

Rachel Gilbert Pty Ltd 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 Pty Ltd 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.