We stand behind our product and our customer service commitment. Therefore, if you have any questions regarding your order or require assistance, please contact our customer services team either by email at: client.care@reiss.co.uk or by phone on: 1-877-509-9578, Monday to Friday 8.30am - 5.30pm EST.
Our Standard US delivery charge is $15.
From the US website, we currently deliver to all US states, including Alaska and Hawaii, from our UK distribution centre. Your billing and delivery address must be within these territories for us to process your order. If you have any questions, please contact our online client care team: client.care@reiss.co.uk.
Most orders will be delivered within 3-5 working days by DHL Express International Service that will require a signature, Monday – Friday 9am-5pm. During sale time your order may take longer. You will be sent an email confirming your order has been dispatched with tracking information. We will be unable to redirect orders once items have been dispatched.
Yes, your order will require a signature; however, if you are not available the carrier will leave a card with instructions as to how to make alternative arrangements. The courier will make 3 attempts at delivering your parcel and may attempt to ring you to arrange a suitable time, so please include a contact phone number where you can be reached in order to receive your parcel. After the third unsuccessful attempt, the courier will return the package to the depot for collection.
Please contact us at client.care@reiss.co.uk stating your order reference number, item received and details of what you should have received and whether you require a refund or replacement. We will then advise on how to proceed with the return.
Please find below our Online Return Procedure and Policy information. If you have any questions or require assistance, please contact our Online Client Care team either by email at: client.care@reiss.co.uk or by phone on: 0845 269 9845, Monday to Friday 8.30am - 6pm, Saturday 8.30am - 4.30pm.
RETURNS POLICY
If you are not completely satisfied with your purchase, simply return the item(s) to us in its original condition* within 14 days of receipt. We will issue a full refund (excluding original delivery charge) on receipt.
RETURNS INSTRUCTIONS
Log into "my account" section at
Go to "online returns"
Select the order that you wish to generate a return from your order history list
Select the product(s) you wish to return and please indicate your reasons from the drop down menu, adding any additional comments
Confirm your return by clicking on "book return"
Please take note of your unique rn number, including this reference on your order packing slip
Print the return label or take note of the return address and ensure your package includes the rn number and the original order packing slip
PLEASE NOTE
The package is your responsibility until it reaches us therefore we recommend, for security purposes, that you send the package by a method that insures you for the value of the goods. Please keep a record of proof of postage with tracking number if available.
The cost of returning the item to us is your responsibility.
Please quote your order reference number in all correspondence and ensure you include the original invoice with your parcel.
The parcel can take up to 7 working days to be returned to our warehouse. We will issue a full refund (excluding original delivery charge and any promotional discount) within 3-5 days of processing your request.
Please print this form, which includes the address label for the return. If you do not have access to a printer, please clearly address the package to:
Reiss Returns Department
*Conditions: please handle all products with extreme care while they remain in your possession. In order to process a refund, the goods must be returned to us intact, undamaged and as soon as reasonably possible. When trying on items of clothing, please ensure do not use unnecessary force and ensure you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed.
If you receive an item that you wish to exchange for an alternative colour or size, you can either take it back to one of our stores (excluding concessions, Harvey Nichols, Selfridges, John Lewis) for a product exchange or store credit (no refunds will be possible) or return it to our online store for a full refund. We are unable to process an exchange online, so you will need to place a new order to receive the alternate colour/size required. Any exchanges or returns must be received within 14 days of the original order date. In either case, please ensure to include your original order packing slip with your return or exchange.
We do not currently accept telephone orders but hope to offer this service soon. If you are having problems with placing an order online please ocntact our Customer Services team and they will be able to assist you.
We use the latest security technology to protect your personal information. When you enter your personal details in the checkout pages you are in a secure website (with SSL certificate). Most browsers display a small padlock symbol on your browser to reassure you this is secure. Some operating systems will display a message too stating that you are entering into a secure web site. If at any time you leave the secure area of the site, your operating system may remind you that you are leaving a secure part of the site. You will be asked if you want to cancel this reminder for future occasions.
We aim to process returns as soon as they are received at the warehouse and you will receive an email confirmation once your refund has been processed. It will normally appear back on your statement within 3-5 working days but some card providers can take up to 10 working days to process the funds back on to your card.
If the date on your expiry card has expired or has been lost or stolen, please contact client.care@reiss.co.uk so that they can update and ensure that your refund gets processed correctly.
You can change any of your personal details held by the shop through the 'my account' section of the shop. Enter your username and password when prompted and you will be presented with a 'change my details' tab. You will be able to alter all details with the exception of your username.
You can place an order without creating an acount but if you do you will be able to:
Track your order and review past purchases
Shop without entering your address details
Manage your addresses and email settings
We accept the following payments methods:
American Express
Maestro
Mastercard
Visa
Visa Debit
Visa Electron
We use a secure encrypted connection when dealing with your payment details to ensure its safe to use your card over the Internet. All payments are taken from the card on despatch of your goods.
You can use the "Search" button if you know the product name or category. Otherwise, you can use the menus to help navigate through to the type of product you require. If you have any particular questions regarding finding specific product or requesting where something will be restocked, you can contact either:
stockenquiries@reiss.co.uk For stock list enquiries in store and online or
styleadvisor@reiss.co.uk For styling advice, fit information or coordinating outfit guidance
It is not currently possible to redeem store credit notes or gift cards online.
