Customer Policy

Contacting Us

General Enquiries

For general Rachel Omrose enquiries please contact us using the details below:
design@rachelomrose.com

Website and Online Enquiries

If you need any assistance with placing an order, if you have a question about rachelomrose.com or if you need any gifting advise, our Customer Service team is on hand to assist you Monday to Friday, 9am-5pm.
design@rachelomrose.com

Press

For information about Rachel Omrose, press releases, lookbook imagery or any other press-related enquiries, please contact:
design@rachelomrose.com

Careers and Internships

If you are interested in working for Rachel Omrose, please send a covering letter and your CV to:
design@rachelomrose.com

Returns & Exchanges

Returns Policy

Rachel Omrose is happy to return any unworn, undamaged and unaltered items within 14 days of receipt, in the unlikely event that good supplied are not what you expected. A returns form will be included with your order that you will need to complete and return with your goods.

Customers must ensure that the items being returned come back with their original packaging and tags intact, and are also returned in the condition in which they were received. It is strongly advised that a secure, insured and tracked delivery service is u sed, such as Royal Mail Special Delivery or equivalent, as Rachel Omrose cannot accept liability for any items not received. Return postage costs are the responsibility of the customer. Rachel Omrose will be able to issue the refund within 30 days of recei ving the cancellation notice.

International returns must be clearly marked on your return invoice “Returned goods – No commercial value”. Failing to do this may incur taxes, which will be the customer’s responsibility to pay to your shipper. Please send your return to:
Tass Enterprises Ltd, 21 Merchant Dr, Hertford, SG13 7AY

Please note that all returns must be received to our office within 14 days of receiving your order, therefore please select your shipping method accordingly. Once the returned goods have been received a refund will be issued on the credit card that was used for the original purchase.

Exchange Policy

If you wish to exchange an item, you will need to return the item you no longer wish to keep and place a new order.

Ordering & Shipping

How To Place an Order

Visit the "Shop" area of Rachelomrose.com to place an order on the site, and browse through the different product categories to select the item you are looking for. When you wish to place an order, on the product page simply select "Add to Shopping Basket" and then select the "Proceed to Checkout" when you are ready to make your purchase.

To review the items in your shopping basket select the 'Bag' icon in the top right corner. Selecting the 'Bin' icon or editing the "QTY" option next to the product can remove any unwanted items.

A summary of your purchase will be shown when you click "Proceed to Checkout". A delivery address, relevant billing address, payment details and an email will be required to complete your order. Any applicable delivery charges and sales taxes will also be confirmed at this checkout stage. Once all required details have been entered you click the “Place Order’ button. Selecting this button will confirm you accept all of our Terms and Conditions. Our system will process your order and can take up to two minutes during busy periods; therefore if nothing appears, please be patient and do not resubmit your order.

An order acknowledgement email will be sent to the email address you provided during the checkout process, once the order has been confirmed and processed. It is advised you keep this email, as it will contain the order reference number if you need it at a later date. If you have a Rachel Omrose account you can also see details of your order here.

The Customer Service team will also be happy to help if you would like to place an order over the phone or if you need any assistance placing an order online.

Secure Payments

Payment methods on Rachelomrose.com that are accepted include Visa, MasterCard, American Express and PayPal. The funds will be deducted from your bank once your order has been dispatched from the warehouse. Rachelomrose.com undergo security checking to ensure that the authorized cardholder, for all orders placed, is using the payment card to prevent online fraud occurring. The billing address that is required for checko ut needs to match the address where the payment card is registered. It is possible to select a different delivery address to the billing address during this checkout process.

UK Shipping Information

Domestic orders are dispatched using a trusted tracked delivery service from our head office, once the order has been placed and processed. Delivery within mainland UK is a flat rate cost of £5.00 per order. Orders are usually delivered within 1-3 working days. Every order will be processed as quickly as possible, but during busy periods delivery may take up to 7 working days for UK orders.

Orders made before 3pm will be received the next working day. Please note that this only applies to working days and therefore orders placed on a Friday will be received on a Monday.

Tracking information for your order will be included within a confirmation email once the order has been dispatched. For any other enquiries please contact customer services on the details provided below.

Worldwide Delivery

The shipping method we use to send your item(s) varies depending your location. Rachel Omrose uses a range of trusted couriers and always uses tracking to ensure that your order can be tracked after dispatch. The status of your consignment can be tracked with the order number we will send to you in an email, once the order has been dispatched.

Please note we do not ship to PO Box and BFPO addresses.

Restrictions and Taxes for International Delivery

The site will calculate sales taxes and duties according to where you are having your order delivered and are detailed on the checkout screen during the purchase and also on your order invoice.

Orders for delivery outside the European Union on the Rachelomrose.com site may be subject to import duties and taxes, which are levied once the package reaches your delivery country. All additional charges for customs clearance will be borne by you and we do not have any control over these charges. If you need further information about this, please contact your local customs office as customs policies vary widely from country to country.

When ordering from Rachelomrose.com, you are considered to be the 'Importer of Record' and as a result must comply with all laws and regulations of the country into which you are receiving the goods.

For Returns: The returns form must be included with the goods you are returning, (above your address), stating the goods are being returned. Failure to do this may result in import duties being removed from the account refunded, at the customers expense.

Payment, Pricing & Promotions

All prices on Rachelomrose.com are inclusive of VAT, and are correct at the time of entering the information into the system. Rachel Omrose has the right to change the prices of goods at anytime. Exchange rates are applied to the customers credit or debit Card Company for customers purchasing from overseas. International customers will also be liable for any import duties or customs charges that may be applied. The order will only be processed once validation checks and authorization has taken place to the cardholder’s credit or debit card. Any unauthorized payments will be notified immediately to the customer. Once orders have been placed they cannot be modified in anyway. Any cancellations or important information changes must be confirmed in an email to design@rachelomrose.com immediately after the order has been placed, but we cannot cancel or change details once the order has been dispatched.

Product Information & Fit

Every effort is made by Rachel Omrose to ensure that products are displayed accurately on our website. Please note that colours can vary slightly depending on the quality of the computer screen in which you use. A size chart is available on our site, on th e product page, and is as accurate as possible to ensure you select the best size option for you. Rachel Omrose make every effort to make sure all product information is up to date and accurate, but reserve the right to refuse an order where product information or prices have been entered incorrectly. All goods on the website are subject to availability.

If you have any sizing queries or questions regarding a particular product, you can contact a member of the Rachel Omrose Customer Care team.
Size Chart

Account Information

Your RO Account

By creating a Rachel Omrose account, it will enhance your shopping experience on our website. Benefits include:

• A more streamlined and faster checkout process
• Access to online returns
• Ability to track and view your RO order
• Review past purchases and view or download invoices
• Manage your account details, including address, email preferences and Store Locations

You can create a Rachel Omrose account when you are checking out, or through the "create an account" page. Create an account

Forgotten password

If you forget your password for your Rachel Omrose account, you can reset it by entering your email address on the forgotten password page. We will send an email to the email account registered and provided that will contain a link to reset your password and log into your account. Reset your password

Activate your account

A Rachel Omrose account can be set up if you have previously purchased with us on our site. If you would like to take advantage of the benefits of having an account with us, visit the Account Activation page where you can enter the email address you used for your last order, and you will receive an email that permits you to set a password for your account.

Subscription preferences, past purchases and saving and updating your account details will be accessible once you have created a password to enable you to access your account.