Refund policy
Exchange & Refund Policy
Exchange Policy
We accept size exchanges within 3 days of receipt, subject to the following conditions:
- Item must be unworn, unwashed, and in its original condition with all tags attached
- Original proof of purchase (order confirmation) must be presented
- Exchange is available for size exchange only — no exchanges for different styles or colours
- If the requested size is out of stock, please allow 2–3 weeks for restock and fulfilment
The following items are not eligible for exchange:
- White clothing
- T-shirts
- Leather and leather-like products
- Sale or discounted items
Exchange Shipping
Shipping costs for exchanges are to be borne by the customer. This includes both the return shipping (to RACHEL) and the re-delivery shipping (to the customer). RACHEL does not cover any shipping fees related to exchanges.
In-Store Exchange
Online orders may be exchanged at our physical store within the exchange period.
Shop B, G/F, Tung Wui Building No. 46 Kimberley Road, TST, Hong Kong Open daily, 1:00 PM – 8:00 PM
Refund Policy
All sales are final. We do not offer refunds under any circumstances, except in the case of a verified manufacturing defect.
If you believe your item has a defect, please contact us within 3 days of receipt via WhatsApp or Instagram DM with photos of the issue.
Sale Items
All sale items are final sale. No exchanges or refunds will be accepted.
For all exchange enquiries, please contact us via Instagram DM or WhatsApp before visiting the store.