Frequently Asked Questions
Shipping
What countries do you ship to?
For all orders outside of Australia & New Zealand, please visit our international site rachelgilbert.us.
How long will my order take to arrive?
Standard Shipping: 2–5 business days in metropolitan areas, or 5–7 business days for regional areas.
Express Shipping: 1–3 business days.
Same Day Delivery: Available in Sydney & Melbourne metro areas. Order by 11am to receive your order by 6pm the same day.
3 Hour Delivery: Available in Sydney & Melbourne metro areas. Order by 2pm to receive your order by 6pm the same day.
New Zealand: 3–5 business days via DHL Express.
International: 3–5 business days via DHL Express Worldwide
How can I track my order?
A tracking number will be emailed to you once your order has been dispatched.
Do you ship to PO boxes?
No, we do not ship to PO Boxes. Please provide a valid residential or business street address at checkout.
Can I update my shipping address once the order has been placed?
Updates to orders can only be made priror to dispatch. If the order has been dispatched already, no changes or updates can be made. If you need to update your shipping address please contact the Customer Care team.
How much does shipping cost?
Standard Shipping: FREE for all Australian orders.
Express Shipping: $20 for Australian orders.
Same Day Delivery: From $15, based on your postcode.
3 Hour Delivery: From $20, based on your postcode.
New Zealand: FREE, with duties and taxes included.
International Express: FREE worldwide.
Orders & Products
How do I know which size to order?
Please refer to our Size Guide for detailed measurements and fit information. If you need further assistance selecting your size, please contact our Customer Care team for personalised guidance.
Will sold-out styles be restocked?
Restocks vary by style and availability. If an item is sold out, please sign up for back-in-stock notifications on the product page. For further information, please contact our Customer Care team.
Do you offer made-to-order styles?
We are unable to accommodate custom orders, including supplying any spare fabric for purchase.
Can I cancel or modify my order after it has been placed?
Updates to orders can only be made priror to dispatch. If the order has been dispatched already, no changes or updates can be made. If you need to update your shipping address please contact the Customer Care team.
How do I measure myself accurately?
Please refer to our Size Guide for instructions on how to take your measurements accurately. For assistance selecting your size, please contact our Customer Care team.
What if my item doesn't fit?
If your item doesn't fit, please refer to our Returns Policy to check your eligibility for a return or exchange. If you need assistance with sizing or your return, please contact our Customer Care team.
Do you offer alterations?
We do not offer alterations directly through Rachel gilbert however we recommend working with someone experienced in luxury garments, particularly with delicate fabrics, embellishments, beading, and appliqués.
Proper care is essential to preserve the structure and detailing of the garment, so choosing a tailor familiar with couture-level pieces will provide the best results.
Please note that Rachel Gilbert takes no liability for garments that are altered, and any altered items can no longer be returned or exchanged.
Please contact our Customer Care team for specific recommendations.
Can your team help me select an outfit for my event?
Absolutely. Our Customer Care team would be delighted to assist with styling recommendations for your event.
To help us find the perfect look, please share:
The type of event you'll be attending
The event date
Your preferred size
Any preferred colours or silhouettes
Your location (so we can consider delivery timeframes)
Once we have these details, we'll curate a selection of styles tailored to your occasion and preferences.
How can I be notified when my size is back in stock?
If your size is currently unavailable, simply select your desired size on the product page and click "Notify Me When Available." Enter your email address, and we'll send you a notification as soon as the item is restocked.
If you need assistance finding an alternative size or style in the meantime, our Customer Care team would be happy to help.
Returns
What's eligible for a return?
We accept returns and exchanges on full-priced garments, provided they meet our return conditions. Sale items and earrings are not eligible for return or exchange, unless the item is deemed faulty or a return is required by law.
To be eligible for a return, the return must be lodged via our Returns Portal within 7 days of receiving your order. Once lodged, the item must be shipped within 2 business days. Returns that are not lodged within 7 days are not eligible for a return, exchange, refund or store credit. Items lodged within the 7-day period but not shipped within 2 business days will only be eligible for a store credit.
All garments are carefully quality checked before dispatch to ensure they are sent to you in excellent condition. Returned garments must be unworn and in their original condition, with all tags attached and free from marks, stains, makeup, perfume, odours, damage or other signs of wear. Garments must also be returned in a condition that does not require additional cleaning or repair.
If a returned garment is received in a condition that requires repair, dry cleaning or other treatment to return it to a saleable condition, a charge may apply. Where a return is deemed ineligible, the item may be returned to the customer and the return, exchange, refund or store credit may be declined.
How do I lodge a return?
To lodge a return, please visit our Returns Portal and follow the steps provided. Returns must be lodged within 7 days of receiving your order and shipped within 2 days of lodgement as per our Return Item eligibility and condition requirements. For further assistance please contact our Customer Care.
What are my return options?
We offer the following return resolution options:
- Instant Exchange — Complimentary returns and complimentary express shipping of your exchanged order. Your new order is processed and shipped within 48 hours.
- Standard Exchange — Complimentary
- Credit Notes — Complimentary
- Refund — a flat rate fee of $25 will be deducted to cover return shipping and processing costs.
What is an instant exchange?
An Instant Exchange allows Australian customers to receive their replacement item before we receive their original return. You can exchange an eligible full-priced item for a different size, colour or another item through our Returns Portal, with your replacement order processed immediately and typically confirmed within 15 minutes. Express shipping is complimentary for both your return and replacement item. ID verification and a payment authorisation are required. You will only be charged if your original item is not returned within the required timeframe or does not meet our return conditions.
How long do I have to lodge my return?
We accept returns and exchanges on full-priced items, excluding earrings and sale items unless deemed faulty or required by law, and provided each of the following conditions are met:
- The return must be lodged via our Returns Portal within 7 days of receiving your order;
- Once lodged, the Return Item must be shipped within 2 business days of lodgement on the Returns Portal;
- Any Return Item not shipped within the above timeframes will only be eligible for a store credit;
- Returns not lodged via our Returns Portal within 7 days of receiving the order are not eligible for a return, exchange, refund or store credit;
Are sale items eligible for return?
All Sale Items purchased from the Rachel Gilbert online store are final sale. We do not offer refunds, credits notes, or exchanges on any Sale Item purchased online unless deemed faulty and/or required to be returned by law. Please note, any Sale Item returned without authorisation will be sent back at an additional charge.
Discounts cannot be retrospectively applied to previous orders or used in conjunction with any other offer.
Items purchased using a Welcome Discount Code are eligible for all return options, including a refund, Instant Exchange, Standard Exchange or store credit.
When will I receive my refund?
Refunds are processed within 7 business days of your return being received by our warehouse. Once processed, your refund may take additional time to appear in your account, depending on your payment provider.
Customer Care
Do I need an account to place an order?
No. You can place an order as a guest without creating an account. Creating an account allows you to easily view your orders and manage your details.
How can I contact customer care?
For assistance, please contact our Customer Care team via email at enquiries@rachelgilbert.com.
What are your Customer Care operating hours?
Our Customer Care team is available Monday to Friday from 8:30am-4:30pm, excluding Australian public holidays.
How quickly can I expect a response?
Our Customer Care team aims to respond to all enquiries within 1–2 business days.
Can I receive assistance selecting the right size?
Yes. Please refer to our Size Guide for detailed measurements and fit information. If you need further assistance, our Customer Care team can help you select the most suitable size.