Returns 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. 

Return Resolution Options, Shipping & Costs

All returns must be processed via our Returns Portal, which provides a registered and trackable return label. We do not accept liability for lost or missing returns.

We offer the following return resolution options:

  • Instant Exchange — Complimentary returns and complimentary express shipping of your exchanged order. Your new order is processed and shipped within 48 hours. US customers only.
  • Standard Exchange — Complimentary
  • Credit Notes — Complimentary
  • Refund — a flat rate fee of $30 USD will be deducted to cover return shipping and processing costs. 

Refunds, Standard Exchanges and Credit Notes are processed within 7 business days of receiving your Return Item.

Items returned using paperwork or shipping methods not provided by the Returns Portal may incur additional duties, taxes or processing fees, which will be deducted from the final refund amount.
Return Item 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 Return Item must be shipped within 2 business days of lodgement on the Returns Portal;
  3. Any Return Item not shipped within the above timeframes will only be eligible for a store credit;
  4. Returns not lodged via our Returns Portal within 7 days of receiving the order are not eligible for a return, exchange, refund or store credit;

  5. Return Item deemed ineligible for return will be returned to the customer if sent to Rachel Gilbert. 
Non-Returnable Items 
  1. 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. 
  2. For hygiene reasons, we do not accept returns or exchanges on earrings unless faulty. 
  3. 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 fee of $30 USD will be deducted from refunds to cover return shipping and processing costs. Returns for exchanges and store credits are complimentary, with no additional fees applied.
  • We do not accept liability for lost or missing returns. 
  • Returns Items sent with 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  
  • Customers with approved returns will have their Return Item refunded to the original payment method or issued a Store Credit, minus the shipping and returns fees unless the item is faulty or required to be refunded by law. 
  • Refunds or credit notes will be processed within 7 business days of receiving your Return Item. 
  • Credit Notes issued for Return Items have an expiration date of 12 months from date of issue and are unable to be returned
  • 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 ourReturns Portal and follow the steps provided. Returns must be lodged within 7 days of receiving your order and shipped within 2 business days of lodgement as per our Return Item eligibility and condition requirements. For further assistance please contact our Customer Care team.
Instant Exchanges 

Rachel Gilbert offers free Instant Exchanges through our Returns Portal for our US customers.  Instant Exchanges allow you to swap your return for a new item as soon as your return is lodged, without waiting for it to arrive back at our warehouse. You can exchange for the same style in a different size or colour, or choose a completely different item from our collection. Once selected, your replacement order is processed immediately and is typically confirmed within 15 minutes, with your new item shipped straight away.

Enjoy complimentary express shipping on both your return and your Instant Exchange order, with no additional shipping costs applied.

ID verification and a payment authorisation are required at the time of lodging your return. You will not be charged for your exchange order unless your original return is not sent back within the required timeframe or does not meet our return conditions.
Standard Exchanges 

Rachel Gilbert offers free exchanges through our Returns Portal. Once we receive your Return Item 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 until the item has been received back into our warehouse and complies with our Return Item eligibility and condition requirements.

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. 
Faulty Items

If you have received a faulty item, please contact our Customer Care team 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.
Digital Gift Cards

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.
Store Credits

Store Credits are not able to be returned and are valid for 12 months only from the date of issue. Store Credits issued online are only redeemable online, and not redeemable in-store.

Store Credits issued in store are not redeemable on online purchases.
Sale Items & Discounts

All Sale Items purchased from the Rachel Gilbert online store are final sale. We do not offer refunds, credits notes, or exchanges on any Sale Item purchased online unless deemed faulty and/or required to be returned by law. Please note, any Sale Item returned without authorisation will be sent back at an additional charge.

Discounts cannot be retrospectively applied to previous orders or used in conjunction with any other offer.

Items purchased using a Welcome Discount Code are eligible for all return options, including a refund, Instant Exchange, Standard Exchange or store credit.
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.
EU Consumer Right of Withdrawal

If you are a consumer residing in the European Union, you have certain statutory rights under applicable consumer protection laws, including a right to withdraw from your purchase.

Right of Withdrawal

You have the right to withdraw from your online purchase within 14 days without giving any reason.

The withdrawal period will expire 14 days after the day on which you, or a third party nominated by you (other than the carrier), takes physical possession of the goods. If your order consists of multiple items delivered separately, the withdrawal period will expire 14 days after receipt of the final item.

Exercising Your Right of Withdrawal

To exercise your right of withdrawal, you must notify Rachel Gilbert Pty Ltd of your decision to withdraw from the contract before the withdrawal period expires. You may do so by:


  • If your order has already been delivered, completing and submitting the Withdrawal Request available in our footer; or

  • If your order has not yet been dispatched, email us at customercare@rachelgilbert.com.

You are not required to provide a reason for your decision to withdraw.

Returning Your Goods

Once you have notified us of your withdrawal, you must return the goods to us without undue delay and no later than 14 days from the date you informed us of your decision to withdraw.

Items must be returned in their original condition. You may inspect and try on products only to the extent necessary to determine their nature, characteristics and fit.

If returned goods show signs of wear, damage, alteration, makeup marks, perfume or fragrance residue, deodorant marks, missing tags, missing packaging, or handling beyond what is necessary to assess the goods, Rachel Gilbert Pty Ltd reserves all rights available to it under applicable law when determining eligibility for, and the amount of, any refund.

Unless otherwise stated, you will be responsible for the direct cost of returning the goods.

Refunds

Upon receipt of the returned goods, or evidence that the goods have been returned, Rachel Gilbert Pty Ltd will refund all payments received from you in relation to the withdrawn items, including the cost of standard outbound delivery.

Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.

We aim to process refunds within 5–10 business days of receiving the returned goods or proof of return. In any event, refunds will be made within the timeframe required by applicable law.

Exceptions

The right of withdrawal does not apply to:


  • Goods made to your specifications or clearly personalised;

  • Sealed goods that are not suitable for return due to health protection or hygiene reasons where the seal has been removed after delivery;

  • Pierced jewellery for health and hygiene reasons;

  • Opened beauty products or cosmetics;

  • Any other products excluded from the right of withdrawal under applicable law.

Sale Items

Where required by applicable European Union or United Kingdom consumer protection laws, the statutory right of withdrawal applies to eligible sale and promotional items. Any provisions in Rachel Gilbert's standard Returns Policy relating to final sale items, non-refundable items, or store-credit-only returns will not limit or affect a consumer's statutory withdrawal rights under this section.

Statutory Rights

Nothing in these Terms & Conditions limits or excludes any rights available to consumers under applicable European Union consumer protection laws. Where there is any inconsistency between this policy and your statutory rights, your statutory rights will prevail.

This statutory right of withdrawal operates separately from, and in addition to, Rachel Gilbert's standard Returns Policy. Where a customer exercises their statutory withdrawal rights, the provisions of this section will apply.
UK Consumer Right of Cancellation

If you are a consumer residing in the United Kingdom, you have certain statutory rights under applicable consumer protection laws, including under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, including a right to cancel your purchase.

Right of Cancellation

You have the right to cancel your online purchase within 14 days without giving any reason. The cancellation period will expire 14 days after the day on which you, or a third party nominated by you (other than the carrier), takes physical possession of the goods. If your order consists of multiple items delivered separately, the cancellation period will expire 14 days after receipt of the final item.

Exercising Your Right of Cancellation

To exercise your right of cancellation, you must notify Rachel Gilbert Pty Ltd of your decision to withdraw from the contract before the cancellation period expires. You may do so by emailing us at customercare@rachelgilbert.com.

Returning Your Goods
Once you have notified us of your cancellation, you must return the goods to us without undue delay and no later than 14 days from the date you informed us of your decision to cancel.

Items must be returned in their original condition. You may inspect and try on products only to the extent necessary to determine their nature, characteristics and fit.

If returned goods show signs of wear, damage, alteration, makeup marks, perfume or fragrance residue, deodorant marks, missing tags, missing packaging, or handling beyond what is necessary to assess the goods, Rachel Gilbert Pty Ltd may make a deduction from the refund to reflect any diminished value of the goods, as permitted under applicable law.

Unless otherwise stated, you will be responsible for the direct cost of returning the goods. Where a prepaid return label is provided, the applicable return shipping cost will be deducted from your refund.

Refunds
Upon receipt of the returned goods, or evidence that the goods have been returned, Rachel Gilbert Pty Ltd will refund all payments received from you in relation to the cancelled items, including the cost of delivery.

Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.

We aim to process refunds within 5–10 business days of receiving the returned goods or proof of return. In any event, refunds will be made within the timeframe required by applicable law.

Exceptions
The right to cancel does not apply to:


  • Goods made to your specifications or clearly personalised;

  • Sealed goods that are not suitable for return due to health protection or hygiene reasons where the seal has been removed after delivery;

  • Pierced jewellery for health and hygiene reasons;

  • Opened beauty products or cosmetics;

  • Any other products excluded from the right of withdrawal under applicable law.

Sale Items
The statutory right to cancel applies to eligible sale and promotional items. Any provisions in Rachel Gilbert's standard Returns Policy relating to final sale items, non-refundable items, or store-credit-only returns will not limit or affect a consumer's statutory cancellation rights under this section.

Consumer Rights for Faulty Goods
Nothing in this section affects your rights under the Consumer Rights Act 2015. If goods are faulty, not as described, or not fit for purpose, you may have additional remedies available under applicable law, including rights to reject, repair, replacement, price reduction or refund.

Statutory Rights
Nothing in these Terms & Conditions limits or excludes any rights available to consumers under applicable United Kingdom consumer protection laws. Where there is any inconsistency between this policy and your statutory rights, your statutory rights will prevail.

This statutory right to cancel operates separately from, and in addition to, Rachel Gilbert's standard Returns Policy. Where a customer exercises their statutory cancellation rights, the provisions of this section will apply.