FAQ's

What payment methods do you accept?

What are the terms and conditions of current promotions?

When will my order arrive and what does it cost to ship my order?

Do you ship outside the United States?

Do you ship orders to multiple addresses?

What if I change my mind and want a different size or color after my order is placed?

What if I am not pleased with my selection? Can I return or exchange an item or order?

What is your International Return and Exchange Policy, to include Alaska and Hawaii?

How are duties and taxes handled on International orders and returns?

Can I return items purchased on sale or clearance?

What will it cost to make a return or exchange?

How long does it take to process my return or exchange?

I received a gift. Can I return or exchange it for something else?

What do I do if my item arrives damaged?

My order is short ordered items. Is this normal?

Can I pre-order items on your site?

Will my order be taxed?

Can I see a record of my transactions with RachelRoy.com?

How do I know which size is best for me?

Why should I create a RachelRoy.com account?

What do I do if I have forgotten my password?

I have a Rachel Roy gift card issued prior to 3/1/16. Can I use it on RachelRoy.com?

I’ve cared for my item according to care instructions but it is now damaged. What can I do?

I am interested in carrying Rachel Roy at my store. Do you sell wholesale?

Are any items available for personalization?

How do I personalize an item in my order?

I want to personalize items differently in my order. How do I do this?

What is the correct way to order my initials for personalization?

Do I have to order personalization if an item offers it?

Can I return or exchange an item I personalized?

How long will it take for my personalized items to arrive?

What payment methods can I use?

Rachel Roy accepts the following methods of payment for purchases:

Credit cards accepted:

  • American Express
  • Discover
  • MasterCard
  • Visa

Other forms of payment:

  • Rachel Roy eGift Cards* issued after 3/1/16
  • Paypal
  • Note: eGift Cards* do not expire. Redeemable online only at RachelRoy.com (subject to the website’s shipping and other policies). It should be presented at the time of purchase. May not be redeemed for cash or replaced if lost or stolen, except where required by law. Treat card like cash. Rachel Roy is not responsible for unauthorized use of card. Use of this card constitutes acceptance of these terms and conditions.  For card balance, check online at https://www.rachelroy.com/gift_cards/balance or call 888-750-0191.

Examples of forms of payment we do not accept include:

  • CODs
  • Layaway plan
  • Personal checks
  • Money orders
  • Gift Cards issued prior to 3/1/16
What are the terms and conditions of current promotions?

Free Ground Shipping on orders $100+ in the contiguous US. Free shipping not valid towards expedited shipping.

Rachelroy.com allows for the use of one promotional discount per order.

When will my order arrive and what does it cost to ship my order?

All merchandise ordered on RachelRoy.com can be shipped to all 50 United States, Puerto Rico, APO/FPO boxes and Canada. Note we currently do not ship RachelRoy.com purchases internationally beyond Canada at this time.

You can track your order at any time online by logging into your account. You will need to provide your email address and order number. You may also contact our Customer Service team. Our Customer service hours are Monday thru Friday from 9am-6pm EST. Customer Service is closed Saturdays and Sundays. You can reach our customer service team at 888-750-0191 or via email at customerservice@rachelroy.com.

We offer the following shipping methods for online orders: free standard ground shipping, standard ground shipping, 2-business day, and next business day.

Shipping Type Contiguous United States HI/AK Puerto Rico** APO & FPO (via UPS Surepost) Canada Delivery Times

Standard Ground

11/22/17 to 1/1/18 FREE Ground Shipping, no order minimum. 1/2/18 onward: FREE on orders $100+; $8.00 on orders under $100 NA $16.00 $13.00 FREE with $150 minimum order; $20 for orders under $150 Delivery time 5-7 business days; PR allow 8-9 business days for delivery; APO/FPO allow 10-21 business days; Canada allow 5-7 business days for delivery.
2-Day $20.00 $20.00 NA NA NA Delivery time 2 business days if order is received by 2pm EST business days; AK/HI orders shipped via 2-day or overnight only
Next Day $30.00 $30.00 NA NA NA Delivery time 1 business days if order is received by 1pm EST business days; AK/HI orders shipped via 2-day or overnight only

*Delivery times are approximate. Saturdays, Sundays and holidays are not considered business days.

**We currently don’t ship to other US Territories including Guam and the US Virgin Islands.



Please allow 24-48 hours for standard ground delivery orders to receive, pack and ship your order. 2-Day and Overnight orders received at our fulfillment center before 2:00 PM EST on business days generally ship that same day; orders received after 2:00 PM EST should ship the next business day.

NOTE: All deliveries to Puerto Rico and APO/FPO’s are shipped via our standard ground shipping method only. For Hawaii, Alaska, Puerto Rico and all APO/FPO orders, please allow additional time for delivery to these destinations. Additionally, for some orders having a high dollar value over a certain threshold, we may require signature for the delivery, which means they may not be eligible for standard ground shipping.

Due to varying item availability, multiple items in a single order may be shipped separately. If you have chosen an expedited shipping method, each individual shipment may have a separate charge, but the total shipping charges for all shipments should not exceed the applicable shipping charge for the entire order. Each shipment will have its own tracking number and can be tracked on the Order Status page under the same order number.

Do you ship outside the United States?

We ship merchandise ordered on RachelRoy.com to all 50 U.S. states, Puerto Rico, APO/FPO boxes and Canada. We currently do not ship internationally other than Canada.

Do you ship orders to multiple addresses?

We currently do not ship orders to multiple addresses.

What if I change my mind and want a different size or color after my order is placed?

Once an order is placed at RachelRoy.com, you cannot make changes as orders are transmitted instantly to our fulfillment center. You may place another order and return your initial order when you receive it. Should you need assistance contact Customer Service. Holiday 2017 Customer Service hours are: Monday thru Friday from 9am to 10pm EST, Saturday and Sunday from 10am to 4pm EST. Customer service will be closed Thanksgiving Day, Christmas and New Years Day. You can reach our customer service team at 888-750-0191 or via email at customerservice@rachelroy.com.

What if I am not pleased with my selection? Can I return or exchange an item or order?

Returns and exchanges must be made within the guidelines in our Return Policy.

What is your International Return and Exchange Policy, to include Alaska and Hawaii?

Returns and exchanges must be made within the guidelines found in our International Shipment Return & Exchange policy located at the bottom of our Return Policy.

How are duties and taxes handled on International Orders and Returns?

Duties and taxes for all International orders (Canada) are the responsibility of the customer. If you have questions, please contact your local customs office for information.

If you are returning a purchase, you may be eligible for a refund of all or a portion of the duties and taxes thru your local customs office. Contact your local customs office for information. In the event that your order is undeliverable, or if you refuse delivery of an order you have placed, you will be responsible for payment of all duties and taxes. Shipping charges, as well as duties and taxes, are nonrefundable for undeliverable or refused shipments. Upon receipt of the refused delivery, a refund will be issued for the item(s) only.

Can I return items purchased on sale or clearance?

We want you to love your Rachel Roy purchase. If you’ve changed your mind, no problem! For products purchased on RachelRoy.com, full price merchandise may be returned/exchanged within 30 days of shipment date and sale merchandise may be returned/exchanged within 14 days of shipment date. Please note: Clearance items, ending in $0.95 are FINAL SALE and are not eligible for returns or exchanges. Personalized items and Gifts for Good are FINAL SALE non returnable. For Holiday 2017 purchases in the months of November or December 2017, we have extended our return policy for full price merchandise (no personalized items, Gifts for Good or clearance items applicable) until January 31, 2018.

What will it cost me to make a return or exchange?

If your original order was under $100 and you will be using our pre-paid UPS return label, you will be charged an $8.00 return shipment fee This fee is waived for exchanges only. You may also use your own shipping method for your return or exchange at your own expense. You can send items back to us at the address below using any trackable/insured shipping method/carrier. Sorry, we cannot accept COD returns.

Rachel Roy Direct

Attn: Returns/Exchanges

4400 East New Market-Hurlock Road

Hurlock, MD 21643

How long does it take to process my return or exchange?

Processing of your return generally takes 2-3 weeks from the date we receive your return. Credit may take 1-2 billing cycles to appear on your credit card. If you used PayPal, your refund will be issued through your PayPal account. Exchanges take approximately 10-14 business days to process. You will receive an email when your exchange is shipped

I received a gift. Can I return it or exchange it for something else?

Gifts:if you are returning or exchanging a gift purchased on RachelRoy.com, you may return it to us using the enclosed UPS return label or a trackable return carrier of your choice. Gift returns will be issued a RachelRoy.com eGift Card for the amount of the return. Please include your email address so we may email your eGift Card within 21 days. Note: personalized items and Gifts for Good items are non returnable.

Sorry, but Rachel Roy eGift Cards and personalized/monogrammed items are not returnable.

Returns and exchanges must be made within the guidelines in our Return Policy.

What do I do if my item arrives damaged?

Customer satisfaction is our goal at RachelRoy.com. Please contact our customer service representatives with any issue you experience with your order. Holiday 2017 Customer Service hours are: Monday thru Friday from 9am to 10pm EST, Saturday and Sunday from 10am to 4pm EST. Customer service will be closed Thanksgiving Day, Christmas and New Years Day. You can reach our customer service team at 888-750-0191 or via email at customerservice@rachelroy.com

My order is short ordered items. Is this normal?

A short shipment occurs when we ship to you fewer items than the items for which you initially were able to place an order. For example, we may ship to you only two of a certain item even though you placed an order for three. If this happens, we will notify you as quickly as possible if we will be able to ship the remaining items later, or if we will have to cancel them.

Can I pre-order items on your site?

You may be able to pre-order some items that are not yet available for immediate delivery. The Pre-Order message will appear on the product detail pages. A credit card is required for pre-ordered items, and your credit card will be authorized for the price of pre-order as a pending charge. However, we will not charge your credit card for the order until your pre-ordered item(s) actually get shipped.

Will my order be taxed?

Sales tax is calculated based on the laws of the state to which you are shipping your order, and depends on whether there is a Rachel Roy retail location (but not a wholesale presence), office or warehouse in that particular state. Typically, sales tax displayed during checkout is estimated until the order has shipped. We do not charge sales tax on the purchase of gift cards, but items paid for with gift cards are subject to taxation.

Can I see a record of my transactions with RachelRoy.com?

You must be a registered account holder on RachelRoy.com to access your order history. Order history displayed in your online account includes only those purchases made after establishing an account with us. If you have any questions, please call our Customer Service Representatives. Holiday 2017 Customer Service hours are: Monday thru Friday from 9am to 10pm EST, Saturday and Sunday from 10am to 4pm EST. Customer service will be closed Thanksgiving Day, Christmas and New Years Day. You can reach our customer service team at 888-750-0191 or via email at customerservice@rachelroy.com

How do I know which size is best for me?

Size guides are available for all clothing on RachelRoy.com. You can view sizing information and fit tips via our fit guide.

Why should I create a RachelRoy.com account?

Creating an account on RachelRoy.com can maximize your shopping experience and make your use of the site more convenient. Also, certain features and benefits of our website are only available if you register an account. Examples of just some of those great benefits is the ability to store payment information, billing and shipping information for faster and easier checkout; the ability to maintain an address book for easy shipping to different addresses; the ability to create and manage a list of Favorites; and tracking your order history.

What do I do if I have forgotten my password?

If you have forgotten your RachelRoy.com account password, please click on the Forgot Password link during the sign-in process. You will be instructed to reset your password via an email containing a link to our site which you can follow to create a new password. You may also contact a customer service representative for assistance. Holiday 2017 Customer Service hours are: Monday thru Friday from 9am to 10pm EST, Saturday and Sunday from 10am to 4pm EST. Customer service will be closed Thanksgiving Day, Christmas and New Years Day. You can reach our customer service team at 888-750-0191 or via email at customerservice@rachelroy.com

Retrieve password here.

I have a Rachel Roy gift card issued prior to 3/1/16. Can I use it on RachelRoy.com?

Unfortunately, you need to return your card to The Jones Group, the entity Rachel Roy was formally with. They will provide current balance information and will exchange your card for either a Nine West or an Easy Spirit gift card. Both of these companies are affiliated with the The Jones Group. Here is how you send back the card.

  • Make a copy of your gift card.
  • Send the gift card via insured, traceable or registered mail to the following address along with a letter stating that per Nine West customer service at 866-960-9919 you are looking to trade in your card for a Nine West (or Easy Spirit) card for the remaining value.
  • Mail your card to the following address:

  • Nine West Holdings
    Attn: Gift Cards Dept.
    1411 Broadway
    20th Floor
    NY, NY 10018

I’ve cared for my item according to care instructions but it is now damaged. What can I do?

Customer satisfaction is our goal at RachelRoy.com. For assistance please call our Customer Service Representatives. Holiday 2017 Customer Service hours are: Monday thru Friday from 9am to 10pm EST, Saturday and Sunday from 10am to 4pm EST. Customer service will be closed Thanksgiving Day, Christmas and New Years Day. You can reach our customer service team at 888-750-0191 or via email at customerservice@rachelroy.com

I am interested in carrying Rachel Roy at my store. Do you sell wholesale?

Please direct your wholesale inquiries to our sales team using the form on our Contact page with the subject 'Wholesale'

Are any items available for personalization?

Yes, some items on our site can be personalized via monogram. You will see an option on our product pages to add personalization, at a separate charge, if personalization is available.

How do I personalize an item in my order?

Go to the product page for the item you wish to personalize. First you must elect your color and product size (when applicable) then click "PERSONALIZE". A screen will appear which allows you to enter up to 3 letters for your monogram. Type in letters for personalization you would like (note, no numbers, symbols or spaces are available for personalization). We suggest that you use the following initial sequence for your monogram: FIRST MIDDLE LAST. Click ADD TO BAG.

I want to personalize items differently in my order. How do I do this?

Yes! You will need to personalize each item you want personalized individually. If you would like multiples of the same item personalized, simply increase your unit quantity on the product page or in your shopping bag. Note: each individual item you add to your cart is charged for personalization.

What is the correct way to order my initials for personalization?

We recommend that you sequence your initials FIRST MIDDLE LAST. If you decide to only use 2 initials we recommend FIRST LAST.

Do I have to order personalization if an item offers it?

No! Most items are available without personalization. Just click the button that says "ADD TO BAG" when adding to your cart. If you wish to personalize, select the PERSONALIZE button.

Can I return or exchange an item I personalized?

Sorry, but personalized products cannot be returned or exchanged. Only in the case where a personalization error is made on our behalf, an exception will be made.

How long will it take for my personalized items to arrive?

Personalization takes an addition 7-10 business days before your item is shipped.

Last updated 11.21.17