After-Sales Service

Returns

A return of a Product must be received by us safely within the first 14 days of receiving your order. Please send an email to info@rachelweld.com and provide your name, home address, order number, and your phone number and follow our Return Guidelines and Instructions below for all information on how to process your return.

The 14-day period starts the day  after the day you, or someone you nominate, receives the goods,  unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you, or someone you nominate, receives the last delivery to change your mind about the goods.

All Bespoke or personalized RACHELWELD Products are final sale.

RETURN SHIPPING

We do not cover the cost of any return shipments and it is your responsibility to return the Products to us safely within the first 14 days of receiving your order.

All return shipments must be insured for the full dollar amount and shipped back via UPS or Fedex to the address we will provide you with and retain proof of sending.

When packing to send back your return, please ensure the Product along with its original packaging is in a sturdy box following the Return Guidelines and Instructions.

RECEIPT OF RETURN ORDER

Once we have received the order back, it will be carefully inspected and RACHELWELD has the right to refuse the acceptance of the return, if the Product has not been returned in its original condition, if part of the packaging is missing (jewelry box and pouch), if the Products show signs of wear, or the RMA number is not included.

Should the Product returned has passed our quality inspection, we will refund you the price you paid for the Products, by the method you used for payment as soon as possible, but can take up to 14 working days from us received your returned goods. However, we may make deductions from the price as follows:

to reflect any reduction in the value of the goods if they are not in the same condition as they were in when they were supplied; or
 to reflect any loss or damage caused as a result of your failure to follow our Return Guidelines.

We will not be liable for any fee charged by your bank or financial institution on this refund.

LATE RETURNS

Your items should be sent back to us within 14 days of receiving you order. Returns outside this timeframe may be accepted at our discretion and may only be refunded as a store credit or in exchange for another piece.

Repair Warranty

At RACHELWELD, we stand behind the quality and craftsmanship of our Products.

RACHELWELD will repair your pieces within one year of purchase at no additional cost to the customer.

However, every repair is reviewed on a case-by-case basis. Please contact us as soon as you notice your product being damaged.

Send an email to info@rachelweld.com and provide your name, home address, order number, your phone number, and description of damage with a picture of the item.

Please note that we do not cover the cost of any return shipments, and that we are not responsible for your item until it is in our possession. Please follow our Return Guidelines and Instructions below for all information on how to process your return.

We will repair your item free of charge if it is a manufacturing or material defect. Please note plating wear (including rhodium or ruthenium plating), chipping or scratching of stones are not considered as manufacturing defects.

We will not be liable for loss of an item, damage caused by accidents, inappropriate use or wear and tear.

Most damage due to normal wear and tear within the first year of purchase will be fixed with our compliments, though we reserve the right to determine what constitutes normal wear and tear versus user damage.

Repairs typically require 2-6 weeks to complete, depending on the complexity of the repair. All repairs are completed in New York City with expertise and care.

Please refer to our Care Guide for more information on how to look after your jewelry.

Beyond the warranty date we would be happy to repair your RACHELWELD jewelry for a charge.

We will only accept repairs for items purchased at www.rachelweld.com. Repairs for items purchased at one of our Retailers must be returned through the original point of purchase and cannot be accepted by RACHELWELD.

Return Guidelines

Please note RACHELWELD can only accept your return if your items are in their unworn and original state in immaculate condition within the original packaging from the country that the order was delivered to.

Bespoke and personalized Products cannot be returned or exchanged.

RETURN STEP-BY-STEP INSTRUCTIONS

Step 1
Please email us at info@rachelweld.com providing us provide us with  your name, home address, order number and phone number as well as your wish to  exchange, repair or  return  your Product.

Step 2
We will respond to your return request with an RMA number and shipping information within 48 hours.

Step 3
When packing  your return to send back to us, please ensure the  pieces within the original packaging  and follow the packing instructions below:

Please place the jewelry back in the RACHELWELD presentation box along with bubble wrap or tissue paper for protection.
Then place presentation box with the safely packed jewelry in another  small bag or pouch before placing in a sturdy box. Feel free to reuse the shipping box you have received your order in.
Include the original sales invoice with the RMA number.
Please make sure that the jewelry and jewelry box are secure and will not move around in transit.
After everything has been packed make sure the package is sealed securely.
Mark clearly the RMA number on the exterior of your package.

Step 4
We  do not cover the cost of any return  shipments  and it is your responsibility to return the products  to us safely. Please  insure  the return shipment and use a secure, trackable shipping method, preferably UPS or FedEx, that provides you with proof of sending as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them  back.

If you do not feel confident arranging the return shipment, please email us at info@rachelweld.com  for any assistance and advice on the safest option to return your order. 