Returns

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 website, 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.
  • Standard Exchange — Complimentary
  • Credit Notes — Complimentary
  • Refund — a flat rate fee of $30.00 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 Eligibility & Conditions

We accept returns and exchanges on full-priced items, excluding earrings and sale items unless deemed faulty or required by law, provided the below conditions are met.

To be eligible for return:

  • The return must be lodged via our Returns Portal within 7 days of receiving your order; 
  • Once lodged, the Return Item must be shipped within 2 business days of lodgement on the Returns Portal;
  • Any Return Item not shipped within the above timeframes will only be eligible for a Credit Note
  • Return Item deemed ineligible for return will be returned to the customer if sent to Rachel Gilbert. 
  • Sale Items are final sale and cannot be returned or exchanged unless faulty or required under Australian Consumer Law.
  • Earrings cannot be returned or exchanged for hygiene reasons unless faulty.
  • Any item deemed ineligible for return, including unauthorised Sale Item returns, will be returned to the customer.

All returned items must:

  • Be in original condition, unworn, unwashed, unaltered and free from damage.
  • Be free from signs of wear including makeup, fragrance, body lotions, tanning products, pet hair or any other residue.
  • Be returned in the original packaging with all original tags attached, including swing tags and the Rachel Gilbert return tag. Once any tag has been removed, the item is no longer eligible for return.

Customers with approved returns will receive a Refund to the original payment method, Exchange or Credit Note, minus any applicable return shipping and processing fees.

Credit Notes issued for Return Items are valid for 12 months from the date of issue and cannot be returned.

We reserve the right to refuse returns that do not comply with this policy.

How to lodge a return

To lodge a return, please visit our Returns Portal and follow the steps provided. Returns must be lodged within 7 days of receiving your order and shipped within 2 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 only. 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 shipping on both your return and your Instant Exchange order, with no additional shipping costs applied.

In some instances, 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. 

Digital Gift Cards & Credit Notes

  • Digital Gift Cards are non-refundable and valid for 3 years from the date of issue.
  • Digital Gift Cards issued online are redeemable online only and cannot be redeemed in-store. Digital Gift Cards issued in-store cannot be redeemed online.
  • Credit Notes are non-refundable and valid for 12 months from the date of issue.
  • Credit Notes issued online are redeemable online only and cannot be redeemed in-store. Credit Notes issued in-store cannot be redeemed online.

Faulty Items

If you have received a faulty item, please contact our Customer Care team at customercare@rachelgilbert.com 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.

Sale Items & Discounts

All Sale Items purchased online are final sale. We do not offer refunds, exchanges or Credit Notes on Sale Items unless deemed faulty or required by law.

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

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. 

Stockists Return Policy

We are unable to accept returns or exchanges for Rachel Gilbert items purchased through third-party stockists via our online Returns Portal. Please contact the original stockist directly to arrange your return.

Terms Of Use

Rachel Gilbert reserves the right to cancel orders and refund customers due to pricing errors or for any other reason. Customers will be notified prior to cancellation.

Rachel Gilbert reserves the right to place items on sale at any time without notice and may extend, amend or withdraw promotional offers at its discretion.

Online pricing and promotions may differ from in-store pricing, particularly during online-only sale periods. Once online stock allocations are exhausted, inventory cannot be transferred from boutiques to fulfil online purchases.

Sale pricing is valid only during the advertised promotional period. Rachel Gilbert Pty Ltd is not obligated to refund the difference on items purchased outside of the sale period.