FAQ

How long does the delivery take and how much does it cost?
Delivery time and costs depend on chosen option:

- standard delivery: 2-4 working days, £3.90 (incl. VAT), free delivery on orders of £30 and up;
- click and collect: 2-4 working days, free of charge

Where do you deliver?
We deliver to most regions within the United Kingdom, excluding Channel Islands and Northern Ireland.
If you are looking for other countries delivery please choose a different location.

Can I have my order delivered to my work address?
We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to collect the goods.

Can I choose a specific time or day for my delivery?
Once your package is in the shipping carrier's hands we have no control over the time they will deliver it.  A courier will deliver your package between 8am and 8pm.

What happens if I don’t collect my store order?
If after 14 days the parcel has not been collected, your parcel will be returned to our warehouse. Refund will be automatically issued.

What happens if I missed my delivery?
If our courier company Hermes have tried to deliver to you or your business, but missed you, they automatically attempt to re-deliver your items the following working day (Monday to Friday).
After 2 unsuccessful delivery attempts, the parcel will be returned to our warehouse and we will process a refund.

How to register in Reserved online store?
To create an account click on "Login" available in the upper right corner of the site, and further enter your e-mail, name, telephone number and password. You can register in the same way while in your checkout process.

Which browser is best to use the site?
The service is optimized for the latest versions of browsers: Google Chrome 23 or above, Mozilla Firefox 16 or above. Additional software is not necessary.

Are the prices in the online store and Reserved stores the same?
Yes, the prices are the same. Occasionally, sale prices may differ in store and online due to exclusive promotions and special offers.

How do I subscribe to the newsletter?
You can subscribe to our newsletter by clicking on "Newsletter" from the bottom menu (available on each page) as well as checking "sign me up for the newsletter" while in checkout process.

How can I unsubscribe from the newsletter?
You may unsubscribe from our newsletter by clicking on appropriate link provided in the footer of each newsletter.

What should I do if I forgot my password?
After clicking login/register link go to "I forgot my password" and then enter your e-mail address given at registration. To this address we will send you a link to the page where you will enter and confirm new password.

How do I contact customer service?
You can contact our customer service in two ways: by phone or by filling out the contact form available under "Customer Service" link in the bottom menu [link]. A similar form, regarding orders exclusively, is available in the Client profile under each order.

How do I buy your products?
Detailed information on how to properly finalize your shopping with us are in "How to buy" guide [link].

How will I know if I finalized my shopping properly?
If your order is placed correctly you will get a confirmation email from us.

Can I see what is happening with my order?
The basic information about the order is its status, which you can see after logging in. Registered users are provided with shipment tracking option, which redirects to information on a particular shipment on courier's website.

What does my order status mean?
New - indicates that your order has been accepted.
Canceled - indicates that your order has been canceled. You will be refunded in a few days.
Processing - indicates that the order was sent to the warehouse.
Sent - means that the ordered products were packed and shipped from the warehouse to the given address.
Ready for pick up - means that the ordered products are ready to be picked up from the store.
Received - indicates that the ordered products were received by you and the order is closed.

What is "package tracking" in my orders? 
It is an option which allows You to find out where Your packege currently is. Information on Your package on couriers web site is available only after the package is sent. Before the package is sent clicking on "package tracking" will result in notification that this package could not be found.  "Package tracking" option is not available when User chose to pick the order up at the Reserved store. 

Can I change or cancel my order?
You may cancel orders, but only for 15 minutes after placing it. This option is available in customer account.  Unfortunately, you cannot modify your order after this time, neither via customer account, nor by contacting Customer Service.This includes changing the delivery option, delivery address or payment method. You can return your order as soon as you receive it.

My order has been cancelled. When will my money be available again?
We don't actually take the money until your order has been confirmed. Your payment provider will reserve the funds ready for us to take. You may notice the amount on your bank statement with a Pending or Reserved status.
If your order has been cancelled , we don't take the money however it may take up to 5 working days for your bank or card issuer to make your funds available to you again. We're not able to speed up this process.
If the funds have not been released after 5 working days then please get in touch with us and we'll look into it further for you.

What should I do if I receive a faulty order?
You should contact our Customer Service. You can do it via the phone number below or the contact form [link]. You have the right to cancel this contract within 14 days without giving any reason. In addition to the statutory right of withdrawal, we grant a voluntary right of return for goods purchased up to 30 days since the receipt date with no extra costs.

How will I get the label for free product return?
After filling in the online return form you will receive a Royal Mail returns address label within next 24 hours from completing return form, unless form is submitted after 2pm on Friday. 
Then the label will be received on Monday. Please print it and stick it to the package before you take it to the Royal Mail post office. NB: If you can't find the email with the label, please contact our Customer Service.

What is wishlist?
The wishlist saves your items. Products can be added to the wishlist from the product page, or they can be moved to and from your bag. Products are stored in the wishlist for 2 weeks only, regardless of whether or not are they available online.

When will an item come back in stock?
Unfortunately, we can't tell you exactly how long it will take before your favourite item is back in stock or if it will return. Please choose the ‘Notify when available’ button, and we will email you as soon as this item is restocked. You can also check its availability at your local Reserved store. Please note that our Customer Service department has no information on products being back in stock.

Why can’t I use my discount code?

  • The code expired (we have limited-time offers)
  • You can only use one code at a time.
  • Double check your delivery – some codes only work with specific delivery options.
  • Check for typos.
  • Make sure the offer can be used for what you’re purchasing.
  • Make sure there are no spaces before and after the code

When the order payment is taken of my bank account?
The amount is collected from your account at the time of placing the order.

 

Where can I purchase a Reserved gift card?
You can purchase a Gift Card at Reserved London store. It is not possible to buy gift cards online.