Returns & Exchanges
Our commitment to your complete satisfaction
At Rayshel, we are dedicated to providing exceptional quality and service. We want you to be completely satisfied with your purchase. If for any reason you are not entirely pleased with your order, we offer a straightforward returns and exchanges process.
Returns Policy
Timeframe
We accept returns within 30 days of delivery for unused items in their original condition with all tags attached and packaging intact.
Condition
Items must be unworn, unwashed, and unaltered. All original tags and packaging must be included. Items showing signs of wear or without original packaging may not be accepted for return.
Exclusions
For hygiene reasons, undergarments, jewelry for piercings, and certain accessories cannot be returned or exchanged. Custom and made-to-order pieces are also non-returnable.
Sale Items
Items purchased on sale are eligible for return within 14 days of delivery and will be refunded in the form of a Rayshel store credit.
Return Process
Initiate Your Return
Log in to your account and navigate to your order history. Select the order containing the item(s) you wish to return and follow the prompts to initiate the return process.
Alternatively, you can contact our Client Care team for assistance with initiating your return.
Packaging Your Return
Place the item(s) in their original packaging, ensuring all product tags remain attached. Include the return form that was provided with your order or that was generated when you initiated your return online.
Shipping Your Return
Use the pre-paid return label provided (for standard returns within the US and EU) or send your return via a secure shipping method to the address specified in your return confirmation. We recommend using a trackable shipping service.
Return Processing
Once we receive your return, our team will inspect the item(s) to ensure they meet our return criteria. This process typically takes 3-5 business days from the date we receive your package.
Refund Issuance
Upon approval, your refund will be processed to the original form of payment. Please allow 5-10 business days for the refund to appear on your account, depending on your financial institution.
Exchanges
If you wish to exchange an item for a different size or color, we recommend initiating a return and placing a new order for the desired item. This ensures the fastest processing time and availability of your preferred item.
Size Exchanges
For size exchanges, you may request a direct exchange during the return process if the desired size is in stock. Please note that direct exchanges may take longer to process than standard returns.
Color/Style Exchanges
For exchanges to a different color or style, please initiate a standard return and place a new order for the desired item to ensure availability.
Processing Time
Exchange requests typically take 5-7 business days to process once we receive your return, plus shipping time for the new item.
Return Shipping
Domestic Returns (US & EU)
For orders within the United States and European Union, we provide a complimentary pre-paid return label with your order. Using this label ensures a smooth and trackable return process.
International Returns
For international orders, return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service to ensure your return reaches our distribution center.
Shipping Address
All returns should be sent to our Returns Department at the address provided in your return confirmation. Please ensure that the return form is included inside the package.
Frequently Asked Questions
How long will it take to receive my refund?
Once your return is processed and approved, refunds typically appear on your account within 5-10 business days, depending on your financial institution.
Can I return a gift?
Yes, gifts can be returned within 30 days of delivery. For gift returns, we issue a Rayshel store credit to the gift recipient. The original purchaser will not be notified.
What if my item arrives damaged or defective?
In the rare event that you receive a damaged or defective item, please contact our Client Care team within 48 hours of delivery. We will arrange for a return and replacement at no cost to you.
Can I return part of my order?
Yes, you can return any eligible items from your order, even if you wish to keep other items.
Do you offer free alterations?
We offer complimentary alterations on select full-priced garments within 30 days of purchase. Please contact our Client Care team for more information and to arrange alterations at one of our boutiques.
Need Assistance?
Our dedicated Client Care team is available to assist you with any questions about returns or exchanges. We are committed to making your Rayshel experience exceptional.