Refund & Return Policy
At Rachel Koen, we want every purchase to feel perfect. If something isn’t quite right, we’re here to make the return process easy, transparent, and worry-free.
You may return or exchange your item within 30 days of receiving it (excluding shipping and handling fees). All pieces must be returned in their original, unworn condition with all paperwork, boxes, and packaging.
A Fair and Simple Experience
To ensure consistency and quality for all customers:
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Special Order items are not returnable. (Details below.)
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Items showing wear, water damage, or removed/altered parts cannot be accepted.
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If your order arrives with any issue, please contact us immediately so we can assist.
Special Orders
Some items may be considered Special Orders, including:
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Items not stocked in our warehouse
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Items not listed on our website and specially sourced for you
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Customized or personalized pieces
Because these items are created or obtained specifically for your order, Special Orders cannot be returned or exchanged, unless otherwise agreed by Rachel Koen staff in writing.
Return Shipping
All return shipments must be fully insured and sent with signature confirmation to ensure safe arrival.