Product Claim Form


We guarantee our merchandise against manufacturer defects and incorrect/missing product delivery. If you received defective, incorrect or missing merchandise please contact us within 7 days of deliver to file a claim.

To file a claim please copy the form below, fill it in and email it to us at For the fastest processing of defective merchandise please email images of the defect with the form.

Please allow 1-2 business days (Monday-Friday, excluding holidays) for a reply.


Today’s Date



Billing Name



Order Number



Order Date



Incorrect, Missing or Defective Item

Include: Item#, Size, Color



Claim Reason: Incorrect Item Received, Missing Item or Defective Item

Please include details






Missing Merchandise:

Missing merchandise is extremely rare so we do ask that before filing a claim for missing merchandise that you look over your packing list and login to your Rachel's Promise account to view your order. This is to ensure that the merchandise you did not receive wasn't shipped in a separate package or wasn't out of stock and removed from the order before shipment.                       

Missing Smaller Merchandise:

Small items (such a bibs, socks, ties, barrettes, etc) can cling to apparel packaging via static, stickers or self stick closures so that when removing larger apparel from the box the small item may cling to the apparel then fall to the floor unnoticed or remain in the bottom of the box, forgotten. Please take the time to check the area where you opened the shipment and the bottom of the shipping box. Sometimes our shippers will attach small items to larger apparel hangers or packaging.

Incorrect Merchandise:

Please compare the item you received to your order online. Please be sure to include the details of the item you received including the style number on the tag, size and color.

Defective Merchandise:

A manufacturer defect is a flaw in the product that happened during production; it is built in. Manufacturers can determine if the problem area was a production defect or customer caused damage. In many cases the return label being issued will deliver the product directly to the manufacturer for defect determination. If the manufacturer determines that the damage was caused by the customer the merchandise will be returned to the customer and deemed final sale.

Return condition:

Merchandise must be returned in the same condition it was received, unworn and with tags fully attached. If the merchandise has been worn or if the tags have been removed the claim will be voided and the return will not be accepted.


Replacements will be in the same style, color and size as ordered. If you wish to exchange for another style, color or size please visit our Exchanges page. Replacement will be shipped with the same method as it was ordered. If reshipment will not meet your need by date please opt for a refund instead.



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. Not liking an item or having buyer’s 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.







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