Return Policy

Because of our strict Quality Guidelines and due to the nature of our apparel, in most cases a one-time wear, special event or seasonal apparel, merchandise is final sale.

Enjoy a one-time size or color exchange in the same style on all apparel products within 30 days from receipt of delivery (fees may apply).

To make an exchange please visit our Exchange Policy page.

Over-order purchases are not considered an exchange (this is purchasing several items to try on or compare in a single order with the intent of returning the unwanted products).

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.

Please direct all return and exchange inquiries to the Return's Department, via email only, at We're sorry, telephone representatives cannot authorize returns or exchanges, this must be done by email.

30 Day Exchange Policy:

Please see our exchange policy via the Navigation Menu, or Click here: Exchange Policy

All of our customers expect a New, Quality Product, therefore we will never resell any product that has been in someone else’s home and possession for an extended period of time.

Rachel's Promise must have possession of any returned merchandise (it must deliver to us with a valid RA#) within 30 days from the receipt of original delivery to the customer (no later than 30 days after the merchandise was delivered).

The 30 day return policy for exchanges time-frame is not negotiable.

Exchange Replacement Delivery Time:

When an exchange is filed, a new order is placed and the delivery time depends on the shipping method selected by the customer on the new order.

Select a delivery time on the new order which will allow delivery by your need-by date.

Rachel's Promise is not responsible for the time-frame in which a customer chooses to order, last minute ordering is risky as you never know if an exchange might be needed, so order in plenty of time.

Rachel's Promise recommends making your initial order at least 4-5 weeks prior to the wear date. Shipping costs are non-refundable, return & exchange shipping costs are the responsibility of the customer.

Final Sale Items Cannot be Exchanged (including but not limited to):

For hygienic reasons we are unable to resell underwear, undergarments, headwear, hair accessories, socks, shoes and footwear; as such these items cannot be returned

Additional final sale accessories include: gloves, neckties, bow ties, baskets, pillows, gift sets, bibs, blankets, seasonal items, sashes, pins, garment bags.

Clearance, discontinued, overstock and sale products are final sale

These items cannot be exchanged or returned; they are sale is final without exception.

Sets, suits & tuxedos are pre-assembled and pieces cannot be interchanged, instead the whole set must be exchanged. If any portion of a set is defective please file a claim.

In some cases fees may apply.

Over Ordering (AKA "Dressing Room" Orders) Are Not Allowed:

Over-ordering is when multiple different items (multiple sizes of one style, multiple different apparel styles and/or multiple colors) are purchased with the sole intention of trying on & comparing all the different items then choosing only one to keep. We're sorry, we do not allow these 'Dressing Room' orders and will not accept the over-order items back for return. Sales are final, we allow only a onetime size or color exchange in the same style (a onetime style exchange may be available upon request). Sorry, no exceptions. 

If you are unsure of the size you need please utilize the size chart on the product page or contact us for sizing assistance (customers are very welcome to make a onetime size exchange if needed). For more information please email:

Incorrect, Missing or Defective Merchandise Claims:

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.


Sizing & Apparel Fit: (Measure your child):

Unlike department stores our products cannot be tried on in the dressing room for fit. This is why the accurate, product specific size charts located on each product page are so very important.

To select the best fit it is recommended that you take your child’s measurements and compare to the size charts. Our customer care representatives can help select the best fit and we offer measurement help via chat, phone, or email.

Please note: While we are happy to help with fit, we cannot, however, be held liable if product arrives and does not fit. Since our representatives are unable to measure the child themselves and depend on 3rd party measurement information it is impossible to guarantee fit and lack of fit does not constitute a return without exchange.

Condition of Return & Inspection:

It is important to return your product as you received it.

Please click on the following link to view our section regarding returned merchandise inspection, condition, possible fee and reasons for possible refusal of your returned merchandise: Return Inspection Info

Price Differences and Coupon Usage on Exchange Orders:

Reorders for merchandise exchange must be equal to the cost of the original merchandise being replaced. The only exception is a plus or minus price variation that may apply on different sizes.

Coupons or sale prices applied to the new, exchange order that were not used on the original order will not supersede the original price paid.

Need by Dates are Not Guaranteed:

Rachel's Promise can in no way guarantee delivery dates and does not accept returns if your order delivers past your need by date.

Rachel's Promise recommends ordering at least 4-5 weeks prior to need by date. Please note that entering a ‘need by date’ to your order does not guarantee delivery by this date.

Free Shipping:

Free Shipping is contingent on a paid and completed order; full order returns (without an exchange) may void free shipping if the order total after return is less than the $50 minimum order requirement for free shipping; if this occurs the original shipping cost, flat $6.95, will be deducted from refund total.

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