How do I make a complaint?
All complaints concerning a product bought online must be reported by creating a complaint request in your customer account (‘My Account’ -> ‘My Orders’ -> Order ‘Details’ -> ‘Make complaint’) and requesting a pre-paid DPD return label* to ship the item/s to us for verification. Please attach the invoice and a description of the complaint (may be a handwritten note), which speeds up the solution of the case. Complaints are investigated within 14 days from the day of receipt by our warehouse. According to standard procedures in case of an admitted complaint a refund for the item/s will be issued back to your bank account. If the complaint is not admitted the item will be sent back to you.
To order a pre-paid DPD return label*, please go to your account and file a complaint request. Complaints can also be filed in our Reserved store. If you want to file a complaint in the store please remember to take your invoice with you (printed out or shown on mobile device).
*Please note that DPD return labels are only available for mainland England. For customers located within Northern Ireland we offer DPD courier collections only. To arrange a collection, please contact us at support.gb@reserved.com. Please include your order number and specify a date for a collection with two days notice (from Monday to Friday and excluding bank holidays).
If the provided shipment options are not suitable, you may send the item/s at your own cost and responsibility to the following address:
RESERVED 252-258 OXFORD STREET LONDON W1C 1DL UK
If you need help with downloading your invoice please follow these instructions:
- Log in to your account and click the YOUR ACCOUNT button.
- Choose the MY ORDERS tab.
- Click on 'details' of your order.
- Click the INVOICE button.
- Click DOWNLOAD in the displayed window.