Help & FAQ

Rachel offers a unique subscription service that you can pause or cancel at any time. You choose how often you want to receive your boxes - every month, two months or three months - which contains two pairs of high quality tights made in Italy or Quebec. Delivery is totally free.

Consider it a gift from you to you, delivered directly to your door!

Rachel offers you two options for your selection :

• Let yourself be surprised! Rachel will select your two items carefully, taking into account your style preferences.
• Select items you love yourself! Through your Style Profile, choose your favorite styles. Rachel will do her best to send them to you based on availability.

To subscribe, go to the Subscription page of our website and click Subscribe. You will be asked to choose how often you want to receive your boxes and your size. Make sure to validate the size that suits you before completing the process. If you have any doubt, write us via the chat at the bottom of your screen.

Click on Subscribe and complete the transaction! You'll just have to fill out your Style Preferences next.

When setting your style preferences, you can select the tights you want to receive. Rachel can not guarantee the availability of all sizes in stock and we may not be able to send you all selected models. For this reason, it is important to update your preferences regularly, especially when we have new arrivals. You can also visit the e-shop to make sure your choices are available in your size.

Do you need tights ASAP and your next box is too far? Just fast forward your next renewal. On the My Account page, under the Subscription tab, click Fast Forward. You will be charged $31.62 (unless otherwise stated) and a box will be prepared within 24 hours. You’ll receive a shipping confirmation.

This action will change the date of your next renewal which will then be in 1, 2 or 3 months (depending on the frequency of your subscription). For example, if you have a subscription for every 3 months, and your next box was scheduled for June 25, but you fast-forward it for May 22, your next box will be August 22. Note that you can repeat this action as many times as you like, or even change the frequency of your subscription if you want to receive tights more often!

Do you want to receive boxes more or less often? No problem ! Go to your account, under the Subscription tab to see and edit all the details of your subscription. Under the Frequency line, click on the pen icon and select your new desired frequency from the drop-down menu. The date of your next box will change according to the new frequency.

Pause your subscription at any time with a single click directly on your Account page. Under the Subscription tab, click on the "Pause" button under the status line and then confirm your action by selecting the reason why you’re pausing your subscription. You can resume at any time!

Attention : This action will not affect a box already renewed, only the next ones. Thus, if you had a renewal on June 30 and you skip a box on July 2, the box renewed on June 30 will not cancel. You will skip the next box

Your first box will be charged as soon as you subscribe. Subsequent boxes will be billed on the same day of the following month, depending on the frequency of your subscription.

Example: If you buy a subscription every 2 months on March 1st, your next box will be billed and prepared on May 1st.

In case of a failed renewal, you may need to update your billing informations. In the My Account page, click the Account tab. In the Billing section, click Edit and enter your new billing information before saving.

Note : The billing system will make another try a few hours after the change, you DON'T have to fast-forward your box or you will be billed twice.

In case of a doubt, write to us at rachel@fromrachel.com or via the live chat at the bottom of your screen.

Your subscription can be canceled at any time. From your My Account page, under the Subscription tab, click Unsubscribe at the bottom of the page. You won’t receive any more boxes from this moment on.

Attention : This action will not affect a box already renewed. If you have a box processing, please send us a message ASAP if you do not wish to receive that box.

Yes of course! The 2019 summer collection can be included in any of your up-coming subscription boxes. All you have to do is update your Style Preferences to choose the items you want to receive.

You can receive in the same box:

• 1 pair of leggings or
• 2 pairs of athletic shorts or
• 1 pair of night shorts

Note that the summer collection is only available for full-price boxes. Contact us if you have any questions!

Orders are processed within 3 to 5 business days and the Canada Post delivery time is then 3 to 15 business days for regular delivery in Quebec. For expedited parcels, your order will arrive in 1 to 3 business days.

In remote areas of Quebec and outside the province, expedited parcels delivery is 3-7 business days and regular shipping is 3-20 business days. Shipping to the United States takes 4 to 7 business days.

Attention: Canada Post may not respect the above delivery times, especially during a strike or periods of high traffic (Black Friday, Holidays, Boxing Day, etc.). Once the order has left our offices, we have no control over the deadlines and can not be held responsible for any delays.

Regular shipping across Canada costs $4.50 and express shipping costs $7. Express shipping is free on Canadian orders of $60+.

Shipping to the United States costs $7 with tracking.

Shipping accross Europe will be calculated at checkout.

Note that taxes and duties may apply and these are not included in the total at checkout. The payment of these taxes and custom duties are collected at the time of delivery and is the responsibility of the recipient.

Subscribers enjoy free shipping on all subscription boxes send in Canada.

Sure, we’d love to meet you! You’re welcome from Monday to Friday between 10am and 5pm ​​to pick up an order placed online (except on Holidays). Once you placed your order, send us an email at rachel@fromrachel.com and we'll put aside your order. We'll send you an email once your order is ready for pick up, the delay is 24 business hours.

It is however, not possible to do any shopping at our offices.

Rachel's HQ is located at 5333 Casgrain avenue, studio 709, in Montreal.

Good news, it’s not too late! We can change the information in your order, but we need to act fast. Reach out to the team ASAP at rachel@fromrachel.com with your complete and correct address and we’ll make the correction. A team member will send you a confirmation once it’s done.

Unfortunately, at this point, it's too late! Canada Post will send back the order at our offices.

To return your order, you’ll have to pay the shipping fee, either via standard or express shipping. A member of the team will send you an email so you can pay the fee.

Please note that we won't make any refund if the order is lost.

To follow an order delivered by expedited parcel, simply click on the order tracking link received via email. If you have not received a link, write to us at rachel@fromrachel.com and we will send it to you.

Orders sent via regular shipping can’t be tracked.

The first thing to do is to ask the people who live with you if one of them accepted the delivery. Then check in the community mailbox, if there is one in the building, and check with your neighbours. Still no packages in sight? Write to us at rachel@fromrachel.com and we will solve the problem.

It’s easy to find your size ! Refer to our Size Chart and choose the size that corresponds to your weight and height. Tights’ sizes differ immensely from other clothing items, so it’s totally normal if your size is larger than what you’re used to.

If you fall between two sizes, we suggest that you opt for the bigger size for maximum comfort.

For leggings, it's the same process!

Note: it's a new size chart and you don't need to measure your inseam and waist size anymore.

You can reach Rachel and her team by email at rachel@fromrachel.com, via Facebook: https://www.facebook.com/lecoffretderachel/ or via Live Chat on our website. We’ll be in touch in less than 48 hours, from Monday to Friday between 10am and 5pm! Messages sent on Saturday and Sunday will be answered the following Monday.

Rachel strongly suggests you wash your tights by hand, in lukewarm water and with mild soap. If you absolutely have to machine wash them, put your tights in a laundry bag and wash on the delicate cycle.

We currently offer a few tights styles in plus sizes, but we’re working very hard to offer you more in the future. Stay tuned!

Our tights, leggings and shorts are made in Italy. We work with suppliers who care about the working conditions of their employees. They receive a fair and equitable wage and work in a healthy and respectful work environment.

Find out more here!

That’s why Rachel is here! On our blog and in our Lookbook, you'll find countless outfit ideas, tips and useful advice to inspire you. Can’t find what you’re looking for? Write to us at rachel@fromrachel.com and a member of our style team can answer your questions and help you style your new tights!

Unfortunately, we do not offer maternity tights at the moment. Stay tuned 😉

To find your proper t-shirt size, refer to these measurements, which represent the t-shirt’s length and width . Then take your measurements and confirm your choice!

You’re not entirely satisfied with your order? We can exchange it as long as the products haven’t been worn nor tried on and your order was received less than 30 days ago. Please make sure to consult the size chart before placing your order.

Get in touch with us at rachel@fromrachel.com and let us know your :

• Order number
• Style(s) to exchange and why you want to exchange them
• Style(s) you want to receive in exchange

You’ll receive a confirmation email from the team with the procedure to follow.

A $ 4.50 fee will apply for standard shipping and a $ 7 fee will apply for express delivery. The team will let you know how to pay for those fees.

No exchange or refund is possible for international orders, unless there is a product defect or sending error.

Exchanges are free* for Rachel's subscribers only!

*Conditions apply - no exchange/refund on subscription boxes at 50% off

You’re not entirely satisfied with your order and want to get a refund? We can refund your order as long as the products haven’t been worn/tried on and your order was received less than 30 days ago. Please make sure to consult the size chart before placing your order. Please make sure to consult our size chart before placing an order.

Get in touch with us at rachel@fromrachel.com and let us know your :

• Order number
• Style(s) to refund and why you want a refund

You’ll receive a confirmation email from the team with the procedure to follow. Returns must be made via express shipping and a $7 fee will be deducted from your refund to cover the shipping fees. We won’t refund the initial shipping fees. All refunds will be made in the original payment method.

No exchange or refund is possible for international orders, unless there is a product defect or sending error.

There’s a 5 to 10 business days delay for the transaction to appear on your bank statement.

You’re not entirely satisfied with the leggings or the shorts you ordered? We can exchange them as long as they haven’t been worn (you can try them on) and your order was received less than 30 days ago. Get in touch with us at rachel@fromrachel.com and let us know your :

• Order number
• Leggings / Shorts style to exchange and why you want to exchange it
• Leggings / Shorts you want to receive in exchange

You’ll receive a confirmation email from the team with the procedure to follow. Exchanges cost $11.50, as you’ll have to send back the leggings or the shorts via express shipping. You’ll receive a link for the payment.

No exchange or refund is possible for international orders, unless there is a product defect or sending error.

ATTENTION : some leggings and shorts are final sale

You’re not entirely satisfied with your leggings or your shorts and want to get a refund ? We can make a full refund, as long as they haven’t been worn (you can try them on) and your order was received less than 30 days ago. Get in touch with us at rachel@fromrachel.com and let us know your :

• Order number
• Leggings / Shorts to refund and why you want a refund

You’ll receive a confirmation email from the team with the procedure to follow. Returns must be made via express shipping and you’ll be charged a $7 fee for the return. You’ll receive a link for the payment. We won’t refund the initial shipping fees. All refunds will be made in the original payment method.

No exchange or refund is possible for international orders, unless there is a product defect or sending error.

There’s a 5 to 10 business days delay for the transaction to appear on your bank statement.

Unfortunately, you can’t get a price adjustment if you placed an order the day before a promotion in our online store.

In case you forget to enter a promo code in your shopping cart, write to us at rachel@fromrachel.com.

Quality is a priority at Rachel and we always take the time to carefully inspect our products before shipping. If you think you may have received a defective product however, we will gladly replace it within 30 days of your purchase.

Write to us via Live Chat at the bottom of your screen with the following information:

• Your order number
• The tights style that is defective
• A photo of the defect

If this is a defect, we will replace the item without charge as soon as possible. We highly recommend you check your order as soon as you receive it to make sure you don’t exceed the 30 days.

We accept the following credit cards only: MasterCard, Visa and American Express.

We accept Paypal for Canadian orders only at the moment. However, you can not use Paypal to subscribe.

From Rachel encrypts all requests between your device and our servers via SSL. Payments and credit cards are managed by Stripe, the industry standard for secure payments. Credit card information and passwords are also encrypted.

Prices can be displayed in CAD, USD or EURO.

To switch currency, you can do so at the footer of the page.

You want a loved one to discover From Rachel? What a great idea! You can gift a subscription of one, two, three or six months and then let our style experts take care of rest!

Go to the Gift page and select the number of months you want to offer.

After the purchase, a unique gift code will be emailed to you, in addition to a template card to download and print. You can also gift a subscription by simply forwarding the code sent by email.

Your loved one will have to activate the subscription once she receives it! She will then receive two pairs of tights per month for one, two, three or six months, depending on what you purchased.

Please note that we do not offer gift cards, only gift subscriptions.

Did you receive a From Rachel subscription? You’re so lucky! All you have to do is activate your subscription to start receiving your new tights.

Go to the Account page and create an account to share your style preferences. The questionnaire is inside your account.

Then, go to the Gift page to activate your subscription. Enter your code and select your size. Make sure you select the right size by first checking our Size Chart. Finally, click Activate and complete the purchase by entering your informations.

If you have any questions, do not hesitate to write to us via Live Chat, at the bottom of your screen!

To change your password, go to your My Account page and click the Account tab in the left menu. In the Account Info section, click Edit and change your password before saving.

If you lost your password, on the homepage of your account, click on Forgot your password? and enter your email on the next page. You will receive an email with the procedure to reset your password.

Go to the My Account page and click on the Account tab in the menu on the left. In the Shipping section, click Edit and enter your new shipping information before saving.

In the My Account page, click the Account tab. In the Billing section, click Edit and enter your new billing information before saving.

To change the email address of your account, go to the My Account page and click on the Account tab in the menu on the left. In the Account Info section, click Edit and change your email before saving.

Rachel is happy to offer her tights in some stores. To find a point of sale near you, visit this page : https://en.fromrachel.com/pages/boutiques

However, it is not possible to try on tights for hygiene purposes.

It’s not possible to shop at our Mile-End offices, you can only pick up an online order.

If you’re interested in having a selection of our tights in your store, reach out to Maryane at maryane@fromrachel.com with the link to your e-shop and/or social media pages (Facebook, Instagram, etc.). We will get back to you shortly.

Do you want to add, remove or change the size of an item in your order? If it’s not yet shipped, write to us quickly via the Live Chat at the bottom of your screen and the team will tell you what to do. If the order has already shipped, we won't be able to make any changes, unfortunately.

If your order has not yet been shipped, we can cancel it and refund you immediately. You just have to write to us quickly via the Live Chat at the bottom of your screen.

If the order has already been shipped, you will have to make a return. The return will cost $7 and will be refunded once we have received your order.

It may not be too late! If your order is still being processed, write to us quickly via the Live Chat, and let us know your complete and exact address so that we can correct it. A member of the team will confirm the change.

If the order has already been shipped, it will be returned to us after a few days. At that time, a member of the team will contact you to know the correct address, unless you have already sent it to us. In all cases, you will have to pay for the sending; we will send you a link to proceed with the payment of delivery charges.

Please note that we can not offer a refund on a lost order.