Customer Service

Orders

Upon receipt of the order, you will receive an order confirmation and a RACHELWELD team member will reach out within 1-2 business days with order updates. We have limited inventory. A majority our Products are made-to-order made and require a 4-6 week shipping window.

If the piece is in stock we can ship immediately.

Please inquire if there is a greater urgency to the timing of the delivery. We wish to accommodate customer’s delivery requests if it’s in our ability.

We will not be responsible if our supply of the Products is prevented or delayed by an event outside our control during production, but we will contact you as soon as we are made aware of an issue to let you know and we will take steps to minimize the effect of the delay.

If you have a specific question regarding availability, sizing, or anything else please contact us at info@rachelweld.com.

CANCELLATION

You can choose to cancel your order within 24 hours of receipt of order confirmation. If we do not receive a notice of cancellation within 24 hours, we will go forward with production of the ordered Product.

Payment

RACHELWELD accepts payment with the debit and credit cards detailed on our website.

Payment is only debited from your card once we have reviewed your order and contacted you with your order confirmation.

For a Bespoke Product order and after agreeing to all details, we charge 50% deposit to confirm order. Upon receipt of deposit payment, production would be launched.. The remaining 50% balance payment is due when the item is ready to be shipped.

Please contact our Customer Services team via email to info@rachelweld.com if you experience difficulties with your payment or order.

PAYMENT SECURITY

All transactions on our Website are processed using Stripe, a secure online payment gateway that encrypts your card details in a secure host environment.

We also use Secure Socket Layer (SSL) technology to encrypt and protect the data you send us over the internet. When you see the URL website starting with “https” instead of “http” you are in the secure mode.

In the event that the sum due from you cannot be debited for whatever reason (including, without limitation, stopped payment or refusal by the issuer of the card), the sale will be cancelled immediately, and you will be notified in writing.

We reserve the right to cancel any transaction if we have any reason to believe it may be fraudulent or an attempted fraud.

TAX

RACHELWELD does not charge sales tax for orders delivered in the United States with the exception of deliveries in the state of New York, in which applicable sales tax will be added to the order amount.

Shipping

Once we have shipped your order, you will receive an email update with shipping details and a tracking number.

All RACHELWELD orders are sent insured, tracked and require proof of delivery. This means we are unable to authorize packages to be delivered without a signature. Please ensure you are at the assigned address at time of delivery. Should you miss the delivery for any reason our courier will make two more attempts to deliver your purchase.

Bespoke Order delivery time frames are discussed when placing an order. We will contact you once a Bespoke Product has been produced and arrange delivery with you accordingly.

DOMESTIC SHIPPING

Domestic orders shipped within the Continental United States and Puerto Rico are free of charge and shipped by UPS.

INTERNATIONAL SHIPPING

For international orders, please contact us for assistance with placing your order directly with a member of our team. We will inform you on details and logistics in order to accommodate your shipping destination request. All shipments and duties are subject to payment in full by customer.

RECEIPT OF ORDER

Once you have signed for your package, your purchase will be under your full responsibility.

RACHELWELD will repair or replace, free of charge (including costs of re-delivery) any Products which are damaged or lost in transit where delivery is made by our carrier, but only if:

You tell us about the damage or loss within 24 hours of the delivery date in the case of damage and within 24 hours of the delivery date we quoted you after you placed your order in the case of loss.
You produce to us all documents relating to the lost or damaged Products and the original packaging for damaged Products.

We hope you are happy with your RACHELWELD purchase, however if you wish to return your piece of jewelry for any reason, please arrange to return it to us within 14 days following the Return Policy and Step-by-Step Return Instructions with the After-Sales Services.