Returns & Exchanges


RETURN/EXCHANGE POLICY

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 shipped within the contiguous United States may be returned/exchanged within 30 days of shipment date and sale merchandise may be returned/exchanged within 14 days of shipment date.

Clearance items, ending in $0.95 are FINAL SALE and are not eligible for returns or exchanges. Personalized goods and Gifts for Goods items are also non-returnable.

  • We gladly accept items in original condition, which are unworn, unwashed, unaltered and with original tags.
  • We will credit your original form of payment. If we receive your full priced merchandise after 30 days or sale priced merchandise after 14 days, a Rachel Roy eGift Card will be issued.
  • NOTE: Processing of your return generally takes 2-3 weeks from the date we receive your return. Exchanges are usually processed in 1-2 weeks. 
  • If you paid with RachelRoy.com eGift card, a new RachelRoy.com eGift card in the amount of the credit, minus return shipping fees, will be emailed to you within 21 days
  • 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 send your eGift Card within 21 days.
  • Sorry, but eGift cards as well as personalized/monogrammed items may not be returned or exchanged.
  • Rachel Roy items purchased through other retailers outside of RachelRoy.com, cannot be returned or exchanged to us.
  • Are you making a return from outside the continental United States, to include Alaska, Hawaii, Puerto Rico, or Canada? See return details for International shipments listed at the bottom of this page.

Exchanges may be made for different sizes only. (No exchanges on final sale items, or clearance ending in $0.95). For a different color, style or item, you must first return your item to us and then place a new order at RachelRoy.com or via phone at 888-750-0191. If your exchanged item is unavailable at the time of processing, or if your requested item has completely sold out, we will notify you by email and will refund your original payment method instead. Items will be shipped to the shipping address listed on this form. Shipping charges on exchanged items are waived. Please note that exchanges take approximately 10-14 business days to process. You will receive an email when your exchange is shipped

INSTRUCTIONS FOR RETURNS/EXCHANGES

Enter the return code and/or exchange size information PO slip chart. If you don’t have your PO slip, include a copy of your order confirmation, circle the items you are returning or exchanging, note items as a return or exchange and provide us with a return/reason code. 

Return/reason codes: 

A. Too large
B. Too small
C.Defective
D. Style
E. Changed
F. Incorrect item sent
G. Not as expected
H. Other: please specify why

  • Be sure to include your Name, Email and Phone number.
  • Carefully repackage your items back into your shipping box along with your packing slip, and seal your package with packing tape. We recommend making a copy of your packing slip for your records.
  • Adhere the enclosed pre-paid UPS return label. Note: if using our pre-paid UPS return label, you will be charged an $8.00 return shipment fee.
  • Deliver your package via UPS. Bring your package to an authorized UPS shipping facility or retailer, or call 1-800-PICK-UPS (1-800-742- 5877).
  • 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

  • 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 Pay- Pal, your refund will be issued through your PayPal account. 
  • You will receive an email when your return has been received and a separate email when your credit has been processed.

PRICE ADJUSTMENT POLICY

If an item purchased from rachelroy.com at full price goes on sale on rachelroy.com within 7 days from purchase date, you are eligible for a refund of the price difference. Please note, no adjustments will be made for purchase items on sale at any other retailer or web store. Adjustments must be requested.

INTERNATIONAL SHIPMENTS

You can return or exchange eligible items within 30 days of the delivery date. For orders outside the continental United States, including Alaska, Hawaii and Puerto Rico, customers must cover the cost of return shipping.

INTERNATIONAL RETURNS

Mail your return:

Fill out the Returns & Exchanges form included in your order and enclose it in your return package. Ship the package via a trackable shipping method of your choice to:

Rachel Roy Direct
Attn: Returns/Exchanges
4400 East New Market-Hurlock Road
Hurlock, MD 21643

Note: Customers must cover the cost of international return shipping – if a UPS or U.S. Postal Service return label is enclosed with your original order it cannot be used for return shipments outside the continental U.S.

INTERNATIONAL EXCHANGES

We are unable to process exchanges for orders outside the continental U.S. If you need a new item, place a new order online or contact Rachel Roy Customer Care via email at customerservice@rachelroy.com or via phone at 888-750-0191.

DUTIES & TAXES REFUND

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.


Last updated 2.15.17





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