Online Returns Policy

The Rachel Gilbert Pty Limited (‘Rachel Gilbert’) eBoutique offers returns and exchanges on full-priced products (excluding sale items unless deemed faulty and/ or required to be returned by law) purchased online and subject to the following conditions:

• Items must be sent back to Rachel Gilbert within 7 days of receiving your order. The return must be handed to an affiliated courier service within 7 days of receiving your order.

• 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 must be returned in their original packaging with all original tags attached, including the return tag and swing tags. Once these tags have been removed, the garment is no longer returnable.

• Rachel Gilbert does not accept returns (refund or exchange) on any sale items unless deemed faulty, or required by law. Please note, any sale item returned without authorisation will be sent back at an additional charge. 

• 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.

All refunds are processed onto the original payment method minus the shipping charges for the goods returned unless the product/s are deemed faulty or required by law.

Please note we do not cover the costs to send the items back to us, our Returns Portal will deduct a flat rate fee of $12.99 off of your return. Our Return Portal will provide a registered and trackable return shipment label. Please note that we do not accept liability for lost returns.

Shipments returned with paperwork not provided by our Return Portal may be subject to further fees, duties and taxes which will be deducted from your refund or credit.

To request a return in accordance with the terms and conditions noted above, click the link below:

Rachel Gilbert Online Return Portal

Exchanges 

Rachel Gilbert offers free exchanges through our online Return Portal. If you would like to exchange an online purchase please click the link below.

Rachel Gilbert Online Return 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 enquiries@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.

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.

Processing Your Return

As soon as we receive your return back into our warehouse, you will receive an email confirmation. Please allow up to 10 business days for our team to process your return. Once your return has been processed the refund can take up to 3 - 4 business days to appear back into your account. 

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.

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.