FAQ

WELCOME TO OUR FAQ PAGE. WE'VE LISTENED TO YOUR FEEDBACK AND MADE IT EASY TO FIND THE INFORMATION YOU'RE LOOKING FOR. IF YOU CAN'T FIND WHAT YOU NEED BELOW, PLEASE CONTACT US. OUR CUSTOMER SERVICE IS AVAILABLE MONDAY TO FRIDAY 8:30AM – 4:00PM PST.

Customer Care: email@rachelpally.com

Phone: 800.958.8299

SHIPPING

What are your shipping fees?
Order total UPS Ground UPS Ground UPS 3 day UPS 2 day UPS Standard overnight
5-7 business days Orders under $150 5-7 business days Orders above $150 3-4 business days 2-3 business days Next business day
1 item $8 FREE* $13 $20 $30
2 items $8 FREE* $16 $24 $39
3 items $8 FREE* $21 $28 $45
4+ items $8 FREE* $27 $34 $50

*EXCLUSIONS TO FREE GROUND SHIPPING APPLY TO HAWAII, ALASKA, PUERTO RICO AND THE VIRGIN ISLANDS; A FLAT RATE OF $15 IS CHARGED FOR GROUND SHIPPING TO THESE AREAS.

WE'RE PROUD TO OFFER INTERNATIONAL SHIPPING. INTERNATIONAL SHIPPING COSTS WILL BE CALCULATED AT CHECKOUT. 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 TWO - SEVEN DAYS, DEPENDING ON LOCATION. 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?

DUE TO THE CURRENT EVENTS, SHIPMENTS TO AND FROM OUR WAREHOUSE MAY TAKE LONGER THAN USUAL.  THOUGH MOST ORDERS PLACED MONDAY THRU THURSDAY BEFORE 12:00PM PST, WILL BE SHIPPED THE SAME DAY WITH ORDERS PLACED AFTER 12:00PM PST, SHIPPING THE FOLLOWING DAY, THERE COULD BE DELAYS OF UP TO TWO DAYS OR IN SOME CASES SLIGHTLY LONGER.  ALL EXPEDITED ORDERS BEFORE 12:00PM PST ARE GUARANTEED TO GO OUT SAME DAY.  EXPEDITED ORDERS PLACED AFTER 12:00PM PST WILL SHIP THE FOLLOWING DAY.  IF YOUR ORDER WAS PLACED ON FRIDAY PRIOR TO 12:00PM PST, THE ORDER MAY BE SHIPPED THE SAME DAY, IF NOT IT WILL BE SHIPPED ON MONDAY.


*PACKAGES DO NOT SHIP OR ARRIVE ON WEEKENDS OR HOLIDAYS.  ANY ORDER PLACED AFTER 12PM PST ON FRIDAYS WILL NOT SHIP OUT UNTIL THE FOLLOWING MONDAY, REGARDLESS OF SHIP CHOICE


YOU WILL RECEIVE AN E-MAIL CONFIRMATION ONCE YOUR ORDER HAS SHIPPED. 


ONCE YOUR PACKAGE LEAVES OUR WAREHOUSE, YOU SHOULD RECEIVE IT IN TWO - SEVEN BUSINESS DAYS. PACKAGES DO NOT SHIP OR ARRIVE ON WEEKENDS.


YOU WILL RECEIVE AN E-MAIL CONFIRMATION ONCE YOUR ORDER HAS SHIPPED.


WE ARE DOING EVERYTHING WE CAN TO PROCESS YOUR ORDERS AS QUICKLY AS POSSIBLE.  WE ARE SO THANKFUL FOR YOUR SUPPORT AND WE APPRECIATE YOUR UNDERSTANDING.


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.

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.

PLACING AN ORDER

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.

How do I change or cancel my order?

IF YOU NEED TO CANCEL AN ORDER, PLEASE EMAIL US IMMEDIATELY AT EMAIL@RACHELPALLY.COM, AND WE WILL TRY TO CANCEL YOUR ORDER FOR YOU. HOWEVER, PLEASE KEEP IN MIND OUR SYSTEM IS DESIGNED TO FULFILL ORDERS AS QUICKLY AS POSSIBLE. AS A RESULT, WE CANNOT CANCEL AN ORDER ONCE IT HAS ENTERED THE SHIPPING PROCESS.

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 AFTER 12:00PM PST, YOUR PACKAGE WILL NOT SHIP UNTIL AFTER THE WEEKEND.

What are my payment options?

WE ACCEPT VISA, MASTERCARD, AMERICAN EXPRESS AND PAYPAL.

Will my credit card be charged immediately?

YOUR CREDIT CARD WILL BE CHARGED AT THE TIME YOUR ORDER IS PLACED. IF ANY ADJUSTMENT OR CANCELLATION TAKES PLACE AGAINST YOUR ORDER, A REFUND WILL BE ISSUED IMMEDIATELY.


*PLEASE NOTE THAT WE WORK TO PROCESS YOUR ORDER AS QUICKLY AS POSSIBLE SO IT MAY NOT ALWAYS BE POSSIBLE TO CANCEL YOUR ORDER. IF A CANCELLATION IS NEEDED PLEASE EMAIL US ASAP AT EMAIL@RACHELPALLY.COM AND WE WILL DO OUR BEST TO COMPLETE YOUR CANCELLATION FOR YOU.

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.

Is my personal and credit card information safe on your web site?

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.

Are purchases on this website really tax free?

WE COLLECT SALES TAX ONLY IN STATES WHERE WE HAVE A PHYSICAL OFFICE, STORE OR DEALER.

Why did you call or email 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.

Do you have a size guide?
Contemporary & Maternity Size Guide
 size us size bust waist hip
XS 0-2 33- 34 26-27 34-34.5
S 4 34-45 28-29 35-36
M 6-8 35-36 39-30 37-38
L 8-10 37-38 31-32 38-39
XL 12 39-40 33-34 40-41
Plus Size Guide
 size us size bust waist hip
1x 16-16 42-45 34-37 44-47
2x 18-20 46-48 38-41 48-51
3x 22-24 49-52 41-44 51-54
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.

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.

Where is the nearest store to me selling Rachel Pally?

SEARCHING FOR A STORE NEAR YOU THAT SELLS OUR PRODUCTS IS EASY, JUST GO TO OUR STORE LOCATOR PAGE.

What if an item is out of stock?

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.

RETURNS

What is your Return Policy?

THE ONLINE STORE WILL GLADLY ACCEPT RETURNS AS LONG AS THEY MEET THE CRITERIA OUTLINED BELOW; *PLEASE NOTE; WE DO NOT CURRENTLY SUPPORT EXCHANGES. WE WILL REFUND UNWASHED, UNWORN MERCHANDISE FOR RETURNS THAT ARE INITIATED WITHIN 30 DAYS OF ORDER DATE. ITEMS MUST BE IN THEIR ORIGINAL CONDITION WITH TAGS ATTACHED. NO ALTERED OR STAINED ITEMS WILL BE ACCEPTED FOR RETURN. ALL ITEMS MARKED AS "FINAL SALE" CANNOT BE RETURNED AT ANY TIME. THIS "FINAL SALE" TAG IS DISPLAYED ABOVE THE PRODUCT DESCRIPTION ON THE PRODUCT PAGE WHERE APPLICABLE. UPON RECEIPT OF RETURNED GOODS, RACHELPALLY.COM RESERVES THE RIGHT TO DENY REFUND IF THE MERCHANDISE DOES NOT MEET THE RETURN POLICY REQUIREMENTS. IF ITEMS THAT ARE DEEMED NON RETURNABLE BY OUR CUSTOMER SERVICE TEAM ARE RECEIVED, THE ITEMS WILL BE SHIPPED BACK TO THE CUSTOMER IMMEDIATELY AND A SHIPPING CHARGE WILL APPLY. WE GUARANTEE OUR MERCHANDISE TO BE FREE OF MANUFACTURING DEFECTS AND WILL ACCEPT ANY DEFECTIVE ITEM FOR REFUND. 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. INTERNATIONAL RETURNS WILL NOT BE ACCEPTED UNLESS ITEM IS DEFECTIVE.

How to Make a return:

WE ARE PROUD TO OFFER FREE RETURNS WITHIN THE CONTINENTAL US!  IF YOU WOULD LIKE TO RETURN YOUR PURCHASE, PLEASE CLICK HERE TO BEGIN THE PROCESS.



CLICK HERE TO START A RETURN AND FOLLOW THE STEPS. YOU WILL RECEIVE A PREPAID RETURN SHIPPING LABEL AND A PACKING SLIP TO PRINTED. PLEASE INCLUDE THE PACKING SLIP IN THE BOX. RETURNS WILL ONLY BE ACCEPTED WITH THE INCLUDED PACKING SLIP.

How Should I Ship My Return

PACK AND SEAL YOUR PACKAGE SECURELY, TO BE PROPERLY PROCESSED. YOUR RETURN MUST INCLUDE THE PACKING SLIP GENERATED AT THE END OF THE ONLINE RETURN PROCESS. 
**RETURN INSTRUCTIONS USING PRE-PAID RETURN LABEL: RETURN SERVICE IS ONLY AVAILABLE IN THE UNITED STATES. AFFIX THE ENCLOSED UPS PRE-PAID RETURN LABEL TO THE BOX. DROP OFF YOUR PACKAGE AT ANY AUTHORIZED UPS LOCATION. **YOU ALSO HAVE THE OPTION TO RETURN 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. PLEASE BE SURE TO INCLUDE YOUR ORDER #.  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 card be refunded?

ONCE YOUR PACKAGE HAS BEEN RECEIVED, YOUR REFUND OR EXCHANGE IS TYPICALLY 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.