Refund Policy
When you purchase from Rachelly, you agree to our return policy.
Returns: Pierced Jewellery
Rachelly cannot accept refunds or exchange on earrings or any other pierced jewellery due to personal hygiene and health regulations.
We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@rachellystore.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@rachellystore.com.
Please note, we do not provide refunds for return shipping.
We do not pay for return shipping.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, Earrings due to personal hygiene, custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
To qualify for a return, all jewellery and items must be unworn and unused and not damaged. Items must in perfect condition and in the state of how they were shipped out.
We will inspect your item, we reserve the right to refuse your return if the item doesn't get to us within 10 days of the delivery date. We have the right to refuse your return if the item has been worn or damaged.
If you haven't been issued with with a tracking number means your order haven't been fulfilled, we can refund in this situation if you have changed your mind upon ordering.
You will be refunded the transaction minus the 3.5% via Shopify payment and 3% fee when paying with PayPal.
Faulty Products
Before we ship out your order, we carefully inspect for quality checks and any faulty on your orders. If you make a claim that your order is faulty, please explain your reasons with a proof of photos/videos, please email info@rachellystore.com with your order number.
Please Note: Oxidisation of the jewellery, stripping of colour due to skin PH levels and water contact damage are not considered as faulty and will not be refunded. Please read our care instructions carefully on how to look after your jewellery/products.
If your order(s) are eligible for a refund or replacement, please give the process 5-10 business days. The refund can only be applied to the same payment method that was used to check out.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@rachellystore.com.