Policy


support@rachelspromise.com

Rachel's Promise Policies:

Rachel’s Promise sells beautiful formal wear, heirloom and keepsake items that are meant to be worn only by your child for their special occasion or formal event. And, in the case of heirlooms, to be retained as a keepsake or to be passed down to the next generation. As such, we would never sell you merchandise that has been previously worn and/or returned. Your child deserves a brand new item straight from the seamstress or manufacturer and we guarantee that is what you will receive!

Our Security:

We value our customers privacy and we would never give out any information to third-parties and/or without express consent. We also take identity theft seriously, therefore this store and all transactions are hosted on a safe and secure server to protect all your precious information.

Any Questions or Concerns can be directed to our support staff:

support@rachelspromise.com

Returns Policy:

All sales are final with a one-time 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.

We never accept a return back under any circumstances that has been previously worn.

All returns go through a rigorous inspection to ascertain 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...that is our Promise.

Return Questions, Inquires & Requests are conducted via email only – support@rachelspromise.com

Please allow 24 - 48 hours (M-F) for a 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#.

Need to Cancel Your Order?:

If you would like to cancel your order before shipment please complete our order cancellation form at the bottom of the page : Order Cancellation Request Form

Need to Make Changes to Your 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 your item contains 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 One-Time Size or Color Exchange Only:

This pertains to major apparel items returned within 30 days from receipt of delivery to the customer. We do not accept returns for refunds.

Shoes & accessories are a final sale with no returns or exchanges available. Please be sure to order the correct size by referring to the size chart before placing the order.

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 that you are exchanging, even on international orders. Sorry, this time frame is NOT negotiable.

Refused Or Undeliverable Shipments:

  • Are charged a 20% return fee.
  • Shipping costs are non-refundable.
  • If delivery was refused the refund, minus deductions, will automatically process.
  • If the package was undeliverable as addressed 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 retain their merchandise.

Partial or full order returns may cause the order total to fall under the $50 minimum order requirement 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 a return denial or fees.

Please view refer to the form Inspection Process at the bottom of the page.

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.

Unwanted over ordered items will not be accepted for return.

We do 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 suits: 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.

Therefore 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.

Important Links:

Cancellation Form:

Claims Form:

RMA Request Form:

Inspection Information:

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