Welcome to our FAQ page. We've listened to your feedback and made it easy to find the information you're looking for. Our FAQ is broken down below into four categories: Ordering, Shipping, Returns and Miscellaneous. First listed are the top questions asked:


If you can't find your question above, look in one of the categories below:






What are your shipping fees?

Order TotalFedEx GroundFedEx 2 DayFedEx Standard Overnight
Delivery in 5-7 Business DaysDelivery in 2-3 Business DaysDelivery by Next Business Day
1 itemFree$18.95$28.95
2 itemsFree$20.95$30.95
3 itemsFree$22.95$32.95
4 itemsFree$24.95$34.95
5+ itemsFree$26.95$36.95

We're proud to offer international shipping. Please click here for our international shipping rates. Remember, shipments outside of the U.S. may be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.

Once your package leaves our warehouse, you should receive it in about seven days. If an order is placed with us and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that were incurred in shipping the package. These amounts will be subtracted from your merchandise refund. We've made every effort to minimize our international shipping charges and only charge our cost for these services.


When will my order be shipped? When will it arrive?
If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.


What's the status of my order? How do I track my order?
Once you have placed an order, you can check on its status at any time. To track your order from this page, go here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.


Do you offer Gift Certificates?
Yes, we do! our electronic Gift Certificates are sent via e-mail to any individual with a valid e-mail address. The recipient of an electronic Gift Card will receive an e-mail with a Gift Card code redeemable online and in store. Click here for more information.


Will my credit card be charged immediately?


Do you have a size chart?

Click here for size chart


Why did you call or e-mail me to verify my order?
For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.


How do I know that my order has been shipped?
When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online.


How do I change or cancel an order?
To cancel an order you recently completed, simply go to this page, log in and then click "cancel order." If for any reason you would like to change your order, please contact customer service as soon as possible. We will make every effort to accommodate your request. However, keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.


What are my payment options?
We accept Visa, Mastercard, American Express and PayPal.


Are purchases on this website really tax free?
We collect sales tax only in states where we have a physical office, store or dealer.


Is ordering over the internet secure?
Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.


What's the difference between "Order Date" and "Ship Date"?
On most websites, "Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. When you place an order, you'll see an "Estimated Ship Date" on the order page. If you opted for 2 day shipping, you will receive your package 2-3 days after it ships.


Do you ship to PO boxes or APO/FPO addresses?
For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.


If I send my package as a gift, will the recipient receive the invoice?
Yes. If you would like us to remove the invoice from the package, please send us an e-mail immediately after your order is placed by using this form.


What is your return/exchange policy?

We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange. Rachel Pally will issue a refund within 30 days of purchase in the form and amount tendered for the original transaction.

All returns or exchanges must be unwashed, unworn, unused and in their original condition with receipt and tags attached.

Merchandise received after 30 days will only be accepted at our discretion for an online store credit.

We want our customers to buy their gifts from Rachel Pally with confidence, so we will be extending our normal return policy for the holidays. Any purchases made between 11/27/15 - 12/23/15 can be returned within 45 days of the purchase date. All returns or exchanges must be unwashed, unworn, unused and in their original condition with receipt and tags attached.

Rachel Pally gift certificates are non refundable.

We will only refund shipping charges if we sent the wrong item or the item sent was defective. If you are making an exchange because you would like a different size, style or color, you will be charged for shipping on your exchange. The return/exchange value is determined by the last retail price of the item.

Please note: We do not accept returns on products that were not purchased via this website.

Returns & Exchanges will only be accepted with a completed return form. Log into your account, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box.


Where do I ship my return/exchange?
Returns and exchanges must be mailed to the address on our return form. You must use our return form to properly process your return/exchange. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box.


How should I ship my return/exchange?
Pack and seal your box securely, in the original package if possible. To be properly processed, your return/exchange must include a completed return form. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box.

All Domestic US orders include a Pre-paid FedEx Return Label for your convenience.**

**Return or Exchange Instructions using Pre-paid Return Label: Return service is only available in the United States. Affix the enclosed FedEx Pre-paid Return Label to the box. Note that a flat rate of $8.95 per package will be deducted from your refund for return shipping. Drop off your package at any authorized FedEx location.

**You also have the option to Return or Exchange without using the Pre-paid Return Label provided with your order. If you opt out of using the Pre-paid Return Label, you may send the merchandise back to us using your traceable shipping method, at your expense. A return shipping charge will not be assessed provided you use your own traceable shipping method. Packages must be returned prepaid; we do not accept COD. We recommend you insure the package with the shipping carrier of your choice.


When will my credit card be refunded?
Once your package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment.

The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. When processing your exchange we automatically credit you in the original form of payment and reauthorize a new payment for your exchange. If you have used a banking or debit card your financial institutions policies may result in a non-sufficient funds charge if you are executing a return/exchange.


Counterfeit Product
Counterfeiting involves the sale of imitation product being passed as authentic brand-name goods. Typically it's made of poor quality and lacks the details that make our product high quality. The purchase of counterfeit product can be avoided - please visit the Stores section of our website to view a list of our authorized 3rd party retailers.


Can you tell me when new products or special promotions are announced?
Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements. Click here to get started.


What is the Address Book and how do I use it?
Registered users can store the addresses of their friends and family online, so when you want to send a gift, you don't have to search for his/her address...we'll hold on to it for you! Go here to update your address book.


Where is the nearest store near me?
Searching for a store near you that sells our products is easy, just go to our store locator page.


Are the products on the website the same as in the stores?
Yes. Although our website may have a greater selection than a store in your area, the products are the same. To find a store in your area, go to this page.


Why can't I select the color/size combination I want?
It's possible that the color/size combination you want is not in stock. For example, we may have your size in stock but not the color. Or we may have the color, but not your size. You can email our customer service department if what you're looking for is out of stock, they may be able to help you in terms of when the product will be available.


What is your privacy policy?
We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details on our privacy policy, click here.


Is my personal and credit card information safe on your website?

Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.


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