Product Claim Form

Product Claim Form

 Incorrect or Defective Merchandise Claim Form


  • You must contact us within 72 hours (3 days) from receipt of delivery. We do not accept claims filed after this time frame. This is plenty of time to check your merchandise for any problems.
  • The return must arrive to us within 10 days from receipt of delivery - no later. 
  • An RA# with return instructions will be emailed to you within 1 business day upon Rachel's Promise receiving this completed form. 
  • Merchandise must be returned to us in the same condition in which it was received - new, unworn and with tags fully attached. Once merchandise is worn we will not accept a defect claim.
  • Please complete this form (copy & paste) and email completed form to (please note "Returns Dept" in the subject line) for an issuance of a return authorization number and instructions.
  • What is a Manufacturer Defect? A manufacturer defect is damage in the item that happened during production; it is built in. Manfacturers can determine if damage was a production defect or customer caused damage.
  • What if I do not like the quality, color or am having buyer's remorse? We do not sell any low quality merchandise; all merchandise is tried and tested before being added to our store. The brands we offer are known for their quality children's apparel. Due to this, the 'quality' of the product is purely a matter of personal opinion and is not covered by our merchandise claim. No liking an item or having buyers remorse is not covered. All sales are final with a courtesy size or color exchange only; if you do not like the color make an 'Exchange' for another color in the same style.
  • Your product will be replaced with the same style, color and size within the same time frame as originally ordered. If the original order was placed with standard shipping this is the time frame in which the replacement will arrive. If faster shipping is needed please reorder the item with expedited shipping method; any expedited shipping method chosen on the replacement order is the responsibility of the customer - we do not refund reorder shipping cost. 
  • If the merchandise is found to be incorrect or defective a replacement will be sent; we do not issue refunds - we replace the item - no exceptions!
  • Defective merchandise is returned to the manufacturer who produced the item; they will determine if the product has a manufacturer defect.
  • If the merchandise is found not to be defective or if the damage is customer caused the item will be returned to you and deemed final sale. 
  • Measurement Claims: Your garment must be found to be at least 1" larger or 1" smaller in the chest and/or waist than the size chart located on the product's page for it to be considered defective. Please measure your garment & compare. Upon return this will be checked against the size chart if found to be incorrect (more than a 1" margin) a refund will be issued (replacements not possible), if the garment measures correctly it will be returned to sender and deemed final sale.
  • Color Claims: If you received a color other than ordered. Example: Ordered white and received blue - NOT ordered light blue but expected a lighter shade of blue - NOT does not match wedding party colors. We in no way guarantee a color will match any other brand or a different style in the same brand. We do not guarantee shades (expected a shade lighter or darker).  Due to differences in computer & device monitors/screens we cannot be responsible for variations in color from what you see on your screen and the color of the actual item.


Today’s Date



Billing Name



Order Number



Order Date



Incorrect or Defective Item

SKU, Size, Color



Problem – Incorrect Item Received or Defective Item Received

If defective please describe the problem (defect cannot be customer caused damage but must have arrived with a specific problem)










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