Return Questions, Inquires & Requests are conducted via email only – not by telephone: firstname.lastname@example.org (please note "Returns Dept" in the subject line). Allow 1-2 business days (M-F) for response to your email.
Returns without a valid RMA# written on the package will be refused, unopened and returned to sender. We never accept a return without first issuing an RMA#.
Rachel’s Promise sells heirloom and keepsake items that are meant to be worn only by your child for their blessed even and to be retained as keepsake or to be passed down to the next generation.
As such, we will never sell you merchandise that has been previously worn and returned. You child deserves a brand new item straight from the seamstress or manufacturer and we guarantee, that is what you will receive!
Rachel's Promise has a strict return policy: all sales are final with a onetime size or color exchange only on major apparel items. No clothing return is accepted unless it is for a courtesy one time size or color exchange only. We never accept a return back under any circumstances that has been previously worn. All returns go through a rigorous inspection to assure that the item has not been used and must be in ‘new ‘condition with tags attached; we do not resell customer returns as new. This strict Policy insures that you will always receive brand new, high quality and unworn clothing from us…WE PROMISE
NEED TO CANCEL YOUR ORDER?: If you would like to cancel your order before shipment please complete our order cancellation form here: Order Cancellation Request Form
NEED TO CHANGE ORDER AFTER PLACEMENT?: Email us or add a note to your order immediately for order changes.
INCORRECT, INCOMPLETE OR DEFECTIVE MERCHANDISE CLAIMS: If you have received an incorrect item or if you believe your product has a manufacturer defect please complete our “PRODUCT CLAIM FORM” within 72 hours (3 days) of receiving your order. Product claims are conducted via email so upon first contact please included this completed form.
HOW TO MAKE AN EXCHANGE – EASY STEP BY STEP INSTRUCTIONS: To make an exchange please click here or click on the ‘Exchanges’ button at the top of the website.
ALL SALES ARE FINAL WITH A COURTESY ONETIME SIZE OR COLOR EXCHANGE ONLY: - on major apparel items within 30 days from receipt of delivery to the customer. We do not accept returns for refunds. Shoes & accessories are final sale with no returns or exchanges available.
EXCHANGE FEES (fees are not negotiable)
- NO FEES on exchanges totaling under $149 (exclusions apply see specialty details below)
- 15% restocking fee for exchanges of $150 or more
- 10% exchange fee on specialty items & Communion Dresses ($80 & up): communion dresses totaling $80 or more per dress or custom designed merchandise.
- Additional fees may apply: See fee list
30 DAY RETURN POLICY TIME FRAME: Rachel’s Promise must have possession of the return within 30 days from receipt of delivery to the customer. This time frame is more than enough time to return the item you are exchanging, even on international orders. Sorry, this time frame is *not* negotiable.
REFUSED OR UNDELIVERABLE SHIPMENTS: Are charged a 20% return fee and shipping costs are not refunded. Shipping costs are non-refundable. If delivery was refused the refund, less deductions, will automatically process. If the package was undeliverable as address Rachel's Promise will attempt contact for reshipment instructions first.
FREE SHIPPING: Offers of free shipping with minimum order requirement may be reversed. Rachel’s Promise incurs postal costs on every order we ship, however, as a courtesy to our customers, free shipping is offered on orders totaling $50 or more (we pay the shipping for you). This free shipping applies to customers who purchase and keep their merchandise and partial or full order returns may cause the order total to fall under the $50 minimum order requirements for free shipping. If the remainder of the order, after merchandise return, falls under the $50 min. order requirement then the standard flat shipping cost of $4.95 will be deducted from the refund. Order total is merchandise cost (after coupons/discounts, less shipping charges and taxes).
SHOES & ACCESSORIES ARE FINAL SALE WITH NO RETURNS OR
EXCHANGES AVAILABLE: Including but not limited to: shoes, footwear, socks, undergarments, slips, petticoats, bibs, blankets, gift sets, gloves, headwear, veils, headbands, hair accessories, jewelry, baskets, pillows, any accessory pieces, other accessory items, final sale, clearance and discontinued items.
ACCEPTED EXCHANGES: Major apparel items including: dresses, gowns, outfits, suits, vests, shirt separates & pants are allowed a onetime size or color exchange within 30 days. Please note that we do not exchange pieces of outfits – the entire outfit must be exchanged.
OUR INSPECTION PROCESS: It is important to know our inspection process and possible reasons for return denial or fees. Click this link to view this information: http://rachelspromise.net/Inspection-W9.aspx
COUPON USAGE ON EXCHANGE ORDERS: Please think of your exchange the same as you would if you exchanged your merchandise in a store – one for another. The cost of the exchange should equal the cost of the original order; the only difference will be any +/- costs of size differences. If you use a coupon on the original order it can be used on the exchange order, however, if a coupon was not used on the original order a coupon cannot be used on the exchange order.
OVER ORDERS ARE PROHIBITED: Please do not place an order for two items on the same order in two different sizes or styles with the express purpose of returning the one you do not wish to keep. We do not accept returns of over order items; you will be stuck with the unwanted item. We allow a courtesy exchange in size or color if the original ordered item does not fit or the color is not to your liking. Please see our exchange instructions above.
FIT & SIZING: Since you are unable to try our clothing on your child it is VERY IMPORTANT to measure them and compare their measurements to our accurate, product specific size charts. Our size charts are very accurate and if used properly will give you the fit you want without the hassle of exchange.Special note on dress suit: while all of our boys dress suits are intended for purchase and wear, for a perfect, tailored fit you will need to have the suit altered to childs measurements; suits will not fit every child alike - as with men's suits it is the same for boy's suits. We cannot guarantee a perfect suit fit; please have your suit tailored for the perfect fit. Our customer service representative are more than happy to assist with fit and sizing, however, since we are unable to measure your child ourselves, Rachel’s Promise, cannot be held liable for suggestions that do not fit and will not allow a return for refund if it doesn’t; only our courtesy size exchange.
Cancellation Form: http://rachelspromise.net/Cancellation_Request_Form-W13.aspx
Claims Form: http://rachelspromise.net/Product_Claim_Form-W12.aspx
RMA Request Form: http://rachelspromise.net/RMA_Requst_Form-W2.aspx
Inspection Information: http://rachelspromise.net/Inspection-W9.aspx
This return policy is valid even if the customer did not or chose not to read it before making their purchase.