Ensemble d’entretien offert dès 165 $ d’achat
De Montréal, avec fierté.
Livraison gratuite sur les commandes de 75$ et plus
Un pour toi, un pour elle : Soutenons l’Opération boîte à chaussures
We want you to love every Rachel piece in your wardrobe. If something isn’t quite right, we offer simple returns and free exchanges. Please review the policy below for a smooth experience.
Use this form to begin: Start your Return or Exchange
*See eligibility criteria below
Timeline: Return and exchange requests must be submitted within 30 days of your order’s shipment date.
Condition: Items must be unworn, unwashed, and in original condition.
Apparel: Original hang tags must be attached.
Tights: Must be in sealed, original packaging that has not been opened. For hygiene reasons, tights cannot be tried on.
Under Shorts: Must be in sealed, original packaging that has not been opened. For hygiene reasons, under shorts cannot be tried on.
Panties: Final sale — cannot be returned or exchanged.
Swimwear bottoms & one-piece swimsuits: Final sale — cannot be returned or exchanged.
Final Sale markdowns: Items discounted 70% or more are final sale and not eligible for return or exchange.
Opened / worn items: Any product tried on, washed, or missing original packaging is not eligible.
Exchanges are free of charge and follow the same flow as returns.
Check eligibility (see criteria above).
Submit the request via Return & Exchange Form and choose Exchange.
Select the item you’re exchanging and indicate the new size/style.
Receive your prepaid exchange label by email.
Ship within 15 days: Pack the item securely and drop it off using the provided label.
We process your exchange once the return is received and inspected; your replacement ships free.
Exchange Compliance Disclaimer: If an exchange return is received non-compliant (e.g., opened packaging for tights or under shorts, worn/washed items, missing tags, or otherwise ineligible), the exchange will be refused and not resent or refunded.
Confirm eligibility (see criteria above).
Submit your return via Return & Exchange Form and choose Return for Refund.
Receive your return label by email.
Refund timing: Refunds are issued to the original payment method after the return is received and inspected. Return shipping fees apply (see below).
Return shipping is not free.
Canada: CAD $8.50 per return
United States: USD $18 per return
Exchanges: Always free (no return shipping fee)
Our error: If we make an error on your order, we will correct it at no extra charge.
Address errors: If a package is delivered to an incorrect address due to an address error, we cannot reship it free of charge. Please check with the residents at that address.
If returned to us: We’ll issue a refund (less any shipping fees) once the parcel arrives back at our warehouse.
Unclaimed packages: Orders that remain unclaimed after 30 days will be canceled without refund or exchange.
Are returns free? No. Return shipping is CAD $8.50 in Canada and USD $18 in the United States. Exchanges are free.
What is the return/exchange window? You must submit a return or exchange request within 30 days of the order’s shipment date.
How do I start a return or exchange? Use Start your Return or Exchange and follow the prompts. You’ll receive a label by email and have 15 days to drop off the parcel.
Which items are final sale?
Panties, Swimwear bottoms and one-piece swimsuits
Open Tights and Undershorts packages.
Items discounted 70%+ These cannot be returned or exchanged.
What are the condition requirements? Items must be unworn, unwashed, and in original condition. Apparel requires original hang tags. Tights and Under Shorts must be in sealed, unopened packaging and cannot be tried on for hygiene reasons.
When will I receive my refund? After your return is received and inspected. The return shipping fee (CAD $8.50 / USD $18) is applied to refunds. Exchanges are free.
Can I exchange or return a final sale item? No. Final sale items (including panties and all swimwear) are not eligible for return or exchange.
What if my package had an address error? We can’t reship free of charge. If the parcel is returned to us, we’ll issue a refund (less any shipping fees).
Our 20D and 30D sheer tights are crafted with care and known for their quality but they are delicate and require extra care. If they snag or are damaged on the first wear, please contact our team — we’re committed to making it right and will work with you on a solution.