RETURN & EXCHANGE POLICY
Holiday Extended Return Policy:
We are happy to offer free returns for customers in the EU and you can obtain your prepaid shipping label by clicking the link above. During the holiday period, we will now be accepting returns of orders placed on November 6, 2024 onward through January 31, 2025.
Please note:
- All returns must be dropped off at DHL Express locations ONLY
- Items must be unworn, unwashed, unused with original tags attached.
- We only accept returns or exchanges purchased from our site directly 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).
REFUNDS
Refunds are issued in the original form of payment once the merchandise has undergone a quality control check. Please allow 24 - 48 hours for funds to appear in your account after your refund has been completed.
LOST PACKAGES
We ship via DHL which provides trackable methods of shipping. If your package is lost in transit, please contact RAILS customer service at 1-855-982-2839 or info@rails.com. Once proof of delivery is generated, we cannot be responsible for delivered items that have been lost or stolen.
We guarantee our merchandise is free of manufacturing defects. If you feel you have received a defective item, or have any other inquiries about our return process, please contact our customer support team at info@rails.com