SALE: ALL YOU NEED TO KNOW – IN ONE PLACE

Our online store is particularly popular during sales and special offer periods, which, unfortunately, may cause minor technical issues and make reaching the helpline more difficult. We apologise for any inconvenience. Thank you for your patience. Our team is working hard to introduce quick and efficient solutions.

We hope the below FAQ will help you find the answer to your questions.

FREQUENTLY ASKED QUESTIONS AND REPORTED SHOPPING-RELATED PROBLEMS:

 1. Do prices at regular stores differ from those at the online store?

Products from new collections cost the same both at regular stores and the online store. As for special offers and sales, there can be discrepancies – prices at regular stores and at the online store may differ.

2. Is it true that prices are increased right before a special offer is introduced?

Sticking tags with both an increased and special offer price is unlawful. Reserved does not employ such practices. Some price variations can occur before the product is launched – sometimes there are two prices on a tag, with the higher price stuck under the lower one.

Tags are printed long before the product reaches a store. The reason for the appearance of two different prices on a tag is item re-pricing before the launch. Prices can be both reduced and increased. Such alterations may depend on many factors, including economic ones such as changes in currency rates or transport cost, or result from human error. In these cases, the incorrect price is struck out, and the new one is stuck over it.

3. I cannot reach the customer service department (contact attempts via mail, phone or social media are ineffective).

We are very sorry that despite your efforts you cannot reach the customer service department. Please be assured that we are working tirelessly to answer all enquiries. Their volume is increased during sales and special offer periods, as compared to normal periods. That is why the waiting time for a reply email or the time needed to reach the helpline may be longer. We make every effort to answer your questions in an exhaustive, doubt-dispelling manner. Thank you for your understanding and patience.

4. The website is slow. I have problems adding products to the cart.

The online store is visited by many customers simultaneously during special offer periods, which can slow down the website. We fix all issues in real-time. High website traffic may have an impact on adding products to the cart, as well as on other shopping functionalities (e.g. no email purchase confirmation, interrupted online payment).

Certain solutions can be helpful:

• If you cannot add a product to the cart, wait a moment and then try again.
• Has the purchase confirmation email not reached you? The shopping process takes a little bit more time during sales periods, and for this reason there can be a delay in email sending. Check your inbox after some time again. If the email is still not there, log in to your online store account and check the order status.
• Disrupted online payment. Minor issues may occur during payment. It is possible to change PayU payment to cash on delivery.

If your problem is more complex, contact our customer service department via the helpline or using the online store contact form.

5. I try to add a product shown as available to the cart, but after proceeding to payment, I can’t buy it.

Product availability information displayed on our website – such as size – may not be updated. In such cases, a message shows up that reads:

“Selected quantity cannot be added to the cart – product out of stock.”

Most likely, there was high demand for the product you were interested in. Someone could have paid for the product right before you. Remember that products in the cart are not “booked”. Our customer service department does not receive information about products being back in stock. Nevertheless, you can subscribe for notification about a product’s renewed availability. Simply click “Notify when available” next to the relevant size.

6. Items added to the cart turn out to be unavailable when I go to checkout. Why is it so?

Most likely, there was very high demand for the product you were interested in. Please remember that products in the cart are not “booked”. If someone finalises their order and pays for it earlier, the items may no longer be available for another person who had them in their cart. Unfortunately, our customer service department does not receive information about products being back in stock.

7. I cannot find the option “Check stock in store.” Why is it so?

In-store availability information is disabled during intensified special offer periods, as the stock can deplete quickly, and the information would not reflect the actual situation at a given store.

8. I cannot use store delivery.

Delivery to stores is unavailable during sales periods. Available delivery methods, costs and times are displayed when placing an order.

9. I would like to modify or cancel order after paying.

You can cancel purchase within 15 minutes of placing an order. This cannot be done after that time. Our customer service department cannot cancel or modify your order either.

There are two tips that could be helpful:

• You can return an order purchased online at your nearest RESERVED store.
• Do not pick up the shipment from the courier. It will be sent back to us and we will reimburse you within a few business days.

10. The product I was looking for is sold out. I would like to know if it will be back in stock again.

In such cases, select “Notify when available” on the product page. As soon as the product is available again at the online store, you will be notified of it by email. Remember that our customer service department does not receive information about products being back in stock.

11. While shopping, I got a message: “There was a problem while creating your order.” What does it mean?

An unidentified error has occurred – it can be related to contact data, the filled-out form, or arise from a different cause. Check whether you have received an email informing that the order has been accepted. If you have not, the order has to be placed again.

12. Sometimes, messages are displayed during the order placement.

• Stay tuned Reserved.com is temporarily unavailable
  
  This message is displayed when our online store servers are overloaded. In such a case, the system cannot open the requested page.

• 404 error
  
  URL of the page you are trying to access is invalid or the page does not exist.