Orders and Shipping

All domestic orders are shipped using UPS. Carrier may not be pre-selected and will vary based on size of the shipment.

Transit time estimates do not include weekends or holidays.

We are not responsible for unanticipated delays due to conditions such as weather or air travel delays.

All online orders include Route Package Protection by default. You can opt-out of this service by removing the package protection item from your cart. Find out more information about Route below.

If your package is lost, stolen or damaged and you did not protect it with Route, we will do everything we can to assist you, however, we are no longer responsible for packages once they are in transit.

We currently accept American Express, Visa, Mastercard, Discover, PayPal, Amazon Payments, Shop Pay, Apple Pay, Google Pay and Meta Pay. We also offer Affirm and Afterpay, to pay in installments. Your transaction will be processed once we have confirmed product availability, and received credit authorization. Please note that your order will be shipped only once payment and delivery details have been approved.

Can I change my order?

• An order cannot be changed once the merchandise has been processed by our warehouse. Please contact us as soon as possible and make sure to have your order number available. If we are unable to change your order, please take note that eligible items may be returned within 14 days after you have received them.

Can I cancel my order?

• An order cannot be cancelled once the merchandise has been processed by our warehouse. Please contact us as soon as possible and make sure to have your order number available.

Can I change my shipping address after I have placed my order?

• If you need to change your shipping address before your order has shipped please contact us as soon as possible.

• We are unable to re-route packages once they are in transit, so please check all shipping details carefully before submitting your order. Please contact the carrier and reference your tracking number for any special delivery requests.

Can I add items to my order after I have placed it?

• We cannot add additional items to your order or process credit card payments over the phone. You will need to place another order for any additional items.

Can you deliver to P.O. Boxes?

• No, unfortunately we cannot deliver to P.O. Boxes.

Can you deliver on Saturday?

• No, unfortunately we do not offer Saturday delivery.

Why did I only receive part of my order?

• Your order may ship from more than one of our shipping origins, resulting in multiple packages delivered for an order.
• If you have received a shipping confirmation email from us, it will specify which items were included in that shipment. If we are not able to fulfill all of your items from one location, we might do a split shipment where the remaining items will be shipped separately. In each shipping confirmation, the items included in the parcel will be stated, so if some items are missing they will be shipped separately if nothing else has been communicated.
• Please contact us in case you are still uncertain of where your items are.

International returns can be processed through Global-E here.

If you refuse your international order, you will be refunded upon receipt, less the cost of international return shipping. Some orders may experience customs delays. Transit times are provided by UPS and are not necessarily guaranteed. We do not ship to freight forwarding addresses. All orders placed using freight forwarding addresses will be cancelled immediately.

All online orders include Route Package Protection by default. You can opt-out of this service by removing the package protection item from your cart. Find out more information about Route below.

If your package is lost, stolen or damaged and you did not protect it with Route, we will do everything we can to assist you, however, we are no longer responsible for packages once they are in transit.

Do you ship internationally? If so, which countries do you ship to?

• Yes. To ship internationally, we partner with Global-e. Global-e is a trusted global ecommerce vendor whose solution allows us to provide the best possible user experience to our international customers. Please select the flag icon in the top right corner to see which countries we ship to and select accordingly. This will change the currency on the website. Once you are in checkout, you will see local payment methods and calculations for any appropriate shipping, duties, taxes and other customs fees.

What currencies are supported?

• All available currencies are listed in the drop-down menu under the flag icon.

Are duties and taxes included at checkout?

• Duties and taxes are calculated based on the items ordered, where they were made, your shipment destination and the value of your purchase, and will appear as a separate line item at checkout if not already included in product prices.
• Some countries require duties and taxes to be paid upon delivery and they will be the customer’s responsibility.

What currencies are supported?

• We display and collect payments in the local currencies of the countries displayed in the drop down menu under the flag icon. You will be charged in the currency of your selected country at checkout. Rachel Comey is not responsible for any currency exchange fees charged by banks.

Are duties and taxes displayed at checkout?

• Duties and taxes are calculated based on the items ordered, where they were made, your shipment destination and the value of your purchase, and will appear as a separate line item at checkout if not already included in product prices.
• Some countries require duties and taxes to be paid upon delivery and therefore cannot be calculated at checkout. It will be the customer’s responsibility to pay such fees as determined by local customs authorities.

Can I purchase or redeem international gift cards?

• No. The purchase or redemption of gift cards for international purchases is currently not available.

Can I ship to an international PO box or APO address?

• Sorry, we can’t ship to an international PO box or APO addresses. If you entered an international PO box or APO address as your delivery address, we will reach out to get an alternative address which may delay your delivery.

What is Route?

• Route is premium package protection for your online orders. When you add Route at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.
  
• Purchased Route package protection and need to file a claim? File here
• All of Route’s policies are listed here

How much does Route Protection Cost?

• The protection amount is a percentage (2.5%) of the cart value excluding tax and shipping.

What if my order was stolen (marked as delivered)?

• Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.
• Please note, some order issues may require a police report to be filed.
• The Route Product Support team looks at these order issues on a case-by-case basis and determines the best course of action to get your items refunded.

What if my order was lost (stuck in transit)?

• For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date. For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update.

What if my order is damaged?

• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
• If your order has defects or you suspect it was damaged during manufacturing, please contact Rachel Comey's customer service team and we will be happy to work with you to remedy the situation.

What do I get when I insure my order with Route?

• Route is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

What are Route’s terms and conditions?

• Route’s terms and conditions are listed here

How do I file a claim for my lost, stolen or damaged order?

• If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here.
• Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.

Is Route a licensed insurance company?

• Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.

If your use of this Site requires setting up an account and/or password(s), you are solely responsible for maintaining the confidentiality of your account and password(s) and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. We reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders in our sole discretion. If you register on this Site, you agree that any information you provide to us will be current, accurate and complete. Rachel Comey will not be liable for any loss that you may incur as a result of someone else using your password or account, either with or without your knowledge. As well, you could be held liable for losses incurred by Rachel Comey or another party due to someone else using your account and/or password either with or without your knowledge. You agree to notify Rachel Comey immediately of any unauthorized use of your account and/or password(s), or other breach of security.

We reserve the right at any time after receipt of your order to accept or decline your order in our sole discretion, even after your receipt of an order confirmation or after your credit card has been charged. You may not purchase any item from this Site for resale. In the event a product is listed at an incorrect price, we have the right to refuse or cancel orders placed for the product listed at the incorrect price, regardless of whether the order has been confirmed or your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, we will issue a credit to your credit card account.

We are able to offer price adjustments on merchandise purchased up to 7 days prior to the start date of a sale. The price adjustment must be requested within 7 days of the sale break. The exact style and size of an item must be available for purchase at the time your request is made before any adjustment in price can be approved. Price adjustments will be issued as a credit to your original form of payment. Please note that we cannot provide price adjustments on items originally purchased on sale.

All jewelry, face masks + muffs, postcards and items discounted 30% or more are FINAL SALE and are not eligible for return or exchange.

Sales tax is applicable for purchases being shipped to the states of California, Georgia, Illinois, Massachusetts, New Jersey, New York, North Carolina and Washington.

Items purchased from Rachel Comey online arrive suitable for gift giving. A gift message is optional upon checkout. Gifted items may be returned for store credit within 14 days of the original purchase. To return a gifted item, you must provide the original order number and the name of the original purchaser.

Gift Cards can be purchased here. Simply choose an amount to purchase, and a gift card will be sent via email to the address you provide. No physical gift card will be issued. Gift Cards can be redeemed online at rachelcomey.com or at one of our stores. Gift Cards cannot be used outside the USA.

If you would like to check the balance on a digital gift card, contact us.

Please note that gift cards are non-refundable.