FAQ
HOLIDAY 2024
Shipping Notification
We're giving our warehouse team some well deserved time off to celebrate the holidays. Please note that shipment processing and delivery will take longer than usual. Should you need assistance, please reach out to customer service. Thank you for your understanding.
Holiday Extended Return Policy
We offer free returns on all EU orders. The return period has been extended for the holiday season. We will now accept returns of orders placed on November 6, 2024 onward of unworn/unwashed items back to your original form of payment through January 31, 2025.
Items purchased on sale may be exchanged or returned for a full refund back to the original form of payment.
HOLIDAY SALE
Discount code "HOLIDAY24" will be automatically applied at checkout for 30% off select sale styles. Offer valid until 1/6/25 11:59pm PST. Some exclusions may apply, including e-gift cards, candles, and footwear. Offer valid online and in EU stores only, excluding outlet stores. Product availability may vary and is not guaranteed. Promotional codes cannot be applied to previous purchases, gift cards or be redeemed for cash. Products purchased using the discount code may be returned for a full refund back to the original form of payment. Please review our full return policy for further details. Offer may be modified or discontinued at any time without notice. Offer cannot be combined with any other offers.
Due to high demand during our sale, please note our distribution center may experience delays. We are working hard to get you your order as soon as possible. Thank you!
SALE RETURN POLICY
Can I return an item I bought on sale?
Items purchased using a 30% discount code may be exchanged or returned for a full refund back to the original form of payment.
Can I return a final sale item?
Final Sale items are not eligible for a return, exchange, or store credit.
SHIPPING
Do you charge a shipping fee?
Standard shipping is free on all orders.
When will my order ship?
We know what it’s like to be waiting so we try and process shipments ASAP. Shipping times can vary depending on your location. We do ask you to allow us 7-10 business days for processing before shipping.
Can you ship to a PO box?
We do not ship to PO boxes.
What do I do if I receive damaged or incorrect items in my order?
Oh, no! Please reach out to us at info@rails.com with your order number. We will take it from there!
RETURNS
What is your return policy?
We are sad you have to ask, but we want you to be completely satisfied with your Rails item.
We offer prepaid DHL return labels. All returns should be taken to DHL Express locations ONLY. We accept returns of unworn/unwashed items within 30 days of your ship date.
*Please note that during the holiday season we have an extended return policy. Any orders placed November 6, 2024 onward have until January 31, 2025 to be returned for a full refund back to the original form of payment.
We reserve the right to reject any returns that do not comply with our return policy. We monitor account activity and reserve the right to refuse transactions, assess fees, and/or close accounts based on order or returns behavior.
Returns containing over 10 items may be subject to a restocking fee.
How do I return or exchange an item?
Click here to start a return.
Can I return an item I bought on sale?
Items purchased using a 30% discount code or on sale may be exchanged or returned for a full refund back to the original form of payment.
Can I return an item I bought online to a store?
Item(s) purchased through our website cannot be returned to a store outside of the EU. At this time, items purchased online may only be returned through our website or to our EU based stores.
What items are eligible for a return?
- Items must be unworn, unwashed, unused with original tags attached.
- We only accept returns or exchanges purchased from rails.com and not from other retailers.
- Personalized items cannot be returned or exchanged.
- Gifted items are eligible for store credit only and must meet all previously mentioned return criteria.
- All exchanges must be of equal or lesser value (exchanges placed for items priced at lesser value will be refunded the difference in cost via the payment method provided at the time of purchase).
Please note:
Store credit is provided in the form of a Gift Card code that is emailed to the original email address provided at the time of purchase. This code can be used for any item(s) on our website and never expires. If returning a purchase made with a Gift Card code, the refund will go back to the same code used at checkout so that it can be used again towards a future purchase.
GIFT CARDS
We love that you chose to give the gift of Rails! Gift Certificates NEVER expire and may be combined with any other promotions.
If you would like to check how much credit you have left on your card, please reach out to us at info@rails.com. Or you can check your balance by clicking here.
Gift cards are delivered by email after payment is processed, therefore some delays may occur.
PRICE MATCHING
We do not price match other retailers.
CONTACT US: We would love to hear from you!
Love our clothes and want us to know? Not happy with something you ordered and want to tell us? Want to know when we might bring back one of your favorites? We’re here for you at 1-855-982-2839 or info@rails.com