Return & Exchanges

You are welcome to an exchange or a credit note within 7 days of receiving your purchase. Please contact us strictly within this timeframe to ensure we can honour this policy. 

Change of Mind Returns

Unfortunately, Rachel Donath does not offer refund due to change of mind.

We require the returned product(s) to be unused and in the original packaging. Any items that are not returned to us in the original packaging and/or in original condition will incur an additional handling fee (deducted from your refund).

It is the customer's responsibility that all items returned due to a change of mind are returned in a safe manner. Please pack the item sufficiently to avoid damage in transit back to us, original packaging is required in instances where the customer has changed their mind, would like to exchange for a different item, or would like a store credit.

Our Customer Service team can be of assistance and help with the best couriers to use for a return. We do not take any responsibility for lost or damaged goods that are being returned. If any such goods are received damaged, a credit will not be issued.

Upon return, your merchandise will be inspected and the credit note will be issued within 7 business days. 

Faulty items + damages

Rachel Donath pieces are made by hand by local and global artisan communities. As a result of their hand made nature, every piece will be unique. Please welcome any small variations as unique characteristics of your piece, to be cherished and loved. 

IMPORTANT: Shipping Damage Claims Must Be Filed Within 24 Hours

If your item arrives damaged, please contact us within 24 hours via the form below of receiving your goods to let us know. We will require a clear description of the damage, images of the damage as well as images of the packaging and a clear image of the shipping label.  If the damage is not structural, it is most likely a natural variation of the piece and will not quality for a refund. This must be reported within 24 hours of receiving goods. If the item is faulty and you are no longer in possession of the original packaging, please contact our service team to discuss further options.

To make a faulty claim, please contact info@racheldonath.com. In your email, please include the following: 

  • Order Number
  • Delivery Date
  • Contact Details
  • Product at Fault
  • Detailed Description of Fault

Images of: 

  • Full Product
  • Packaging of Product
  • Detailed Images of Fault
  • Warranty Label (some items will have a label at their base, please include an image if applicable)

Once the Rachel Donath order has been received, the consumer becomes fully responsible for any actions or outcomes in association with Rachel Donath product(s).

Changes to these terms

These terms are subject to change without prior notice

Governing law

These Terms and Conditions shall be governed by and construed in accordance with the laws of Australia and shall be subject to the non-exclusive jurisdiction of the courts of Australia.