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 Help |
Making an Order
How do I make an Order?
Why do I need to create an account?
Do I have to order online?
Secure Shopping
Is it safe to order online?
Payment Information
What cards do you accept?
What is Verified by Visa and MasterCard SecureCode?
How does Verified by Visa and MasterCard SecureCode work?
What do I need to do to register for Verified by Visa or MasterCard SecureCode?
What if I am already registered for Verified by Visa or MasterCard SecureCode?
What currency do you use?
Can I pay by any other method?
How can I view the cost in my own currency?
When will I be charged?
Delivery Information
How much is delivery?
Which courier company do you use?
Can I get my parcel delivered to a different address?
Can someone else sign for my delivery?
DPD have not delivered my parcel (UK)
Can I change my delivery address (DPD Only)?
Royal Mail have not delivered my parcel
Can I track my parcel?
Can I pick up my order from your warehouse?
Product Information
I can't see my size will you be getting anymore in?
I need more information about a product
Your Order
Can I change my order?
Can I cancel my order?
Part of my order is missing
Returns & Exchanges
I need to return an item
Returns & Exchanges Policy
Exchange Information
Distance Selling Regulations
I received a faulty / wrong item
Can you confirm you've received my return?
How long will it take to refund me?
Why have you not refunded the delivery charge?
You have refunded me the wrong amount
Making an Order
How do I make an Order?
Using the site couldn’t be easier. On the left hand menu bar you will see a number of categories which will allow you to view our products in different ways:
Shop by Brand: will display items grouped by brand so you can easily view your favourite labels;
Shop by Category: allows you to view types of clothes (i.e. t-shirts, jeans etc);
What's New: displays the latest items that have just come into stock;
Special Offers: For the bargain hunters out there.
Once you see an item you like simply click on the picture for more detailed information and photos. If you want to buy the item, select size and colour you want and press 'Add to Basket'. You can return to view your basket at any time by pressing the View Basket button in the top right hand corner of the website.
Once you have selected everything you want, simply Go to Checkout and enter your payment details on our secure system. If you are not already a member you will have to create an account, which is very easy and will take no time at all.
That's it! Now sit back, relax, and your order will be with you before you know it!!
Why do I need to create an account?
By creating an account you provide us with information that we need to process your order and that will allow us to verify your identity, which we need to do to protect you and combat fraud.
You will also benefit by being the first to hear of special offers and promotions as well as being able to track your order.
Do I have to order online?
Yes, the website is the only method to order goods. You can call our helpline during office hours on +44 (0)113 244 1345 for any product help or assistance when ordering.
Secure Shopping
Is it safe to order online?
We utilise the latest industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features:
Authentification – this assures your browser that your data is being sent to the correct computer server, and that the server is secure
Encryption – this encodes the data, so that it cannot be read by anyone other than the secure server
Data Integrity – this checks the data being transferred to ensure it has not been altered
Payment Information
What cards do you accept?
We accept the following major Credit Cards
What is Verified by Visa and MasterCard SecureCode?
Verified by Visa and MasterCard SecureCode are new services that protect your card details with a personal password, designed especially for customers who shop online to give added security. They allow you to create your own password, which only you know, to use every time you shop online using these cards.
How does Verified by Visa and MasterCard SecureCode work?
You need to register your card with a password. You only need to do this once, then whenever you use the card to shop online, you will be asked to enter the password when you check out.
What do I need to do to register for Verified by Visa or MasterCard Secure Code?
You may be asked by your bank to register your card after clicking ‘Submit my Order’, and will be directed to your bank's website in order to do so.
If you would like to register your card on your own accord, rather than as part of the reemclothing.com payment process, you will need to contact the bank that has issued your credit card.
What if I am already registered for Verified by Visa or MasterCard SecureCode?
If you have already registered, you will be prompted to enter your password when placing your order.
For more information about these services visit Verified by Visa or MasterCard SecureCode.
What currency do you use?
All Payments are taken in UK sterling (GBP). If your purchasing from outside the UK, the GBP price will be converted to your own currency by your bank/card operator.
Can I pay by any other method?
Unfortunately not, we only accept payment with the above card operators.
How can I view the cost in my own currency?
Under the UK (GBP) prices will be a link displayed as (Currency Converter). Click that and it will display the equivalent guided cost in the following currencies*
US Dollar (USD)
Euro (EUR)
Danish Kroner (DKK)
Swedish Kroner (SEK)
Norwegian Kroner (NOK)
Australia Dollars (AUD)
*Please note that these exchange rates are based on the daily bank rate and may differ to the exchange rate that your credit card provider charges. If you want an exact conversion we recommend that you check the exchange rate with your credit card provider.
When will I be charged?
When you reach the final billing page and press 'Submit Your Order' we will immediately contact your bank/card issuer for authorisation to take payment from your account.
If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account.
If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query after 5 working days a full refund will be issued back to your card.
If the payment is not authorised by your bank or card issuer, you will receive an instant notification on screen. If the card issuer is refusing your card there is nothing we are able to do as this is beyond our control. You will have to either try an alternative card or try again the next day.
Delivery Information
How much is delivery?
UK
- £4 Flat Rate
- All parcels sent via Next Working Day Delivery
- Parcels sent via DPD or Royal Mail Special Delivery depending on location (See Above).
- Fully Insured
- Signature required unless stated to be left safe at checkout* (DPD Only).
To qualify for next working day delivery your order must be received by 3:30pm on a working day (Saturdays, Sundays & Bank Holidays are not working days).
E.g. Orders placed on Friday before 3:30pm will be delivered on Monday.
* We cannot be held responsible for loss when items are requested to be left safe.
Europe
Zone 1 Countries: £10 Flat Rate / Courier - DPD / Signature Required / Fully Insured
Austria (3 Days), Belgium (2 Days), Czech Republic (3-4 Days), Denmark (3 Days), Finland (4-5 Days), France (2 Days), Germany (2 Days), Ireland (2 Days),
Italy (3-4 Days), Luxembourg (2 Days), Netherlands (2 Days), Portugal (4-5 Days), Slovakia (3-4 Days), Spain (3-4 Days), Sweden (4-5 Days).
Zone 2 Countries: £15 Flat Rate / Courier - DPD / Signature Required / Fully Insured
Estonia (4-5 Days), Hungary (4-5 Days), Poland (4-5 Days), Slovenia (4-5 Days)
Zone 3 Countries: £15 Flat Rate / Courier - Royal Mail or DPD / Signature Required / Fully Insured
Bulgaria (4-8 Days), Greece (4-8 Days), Latvia (4-8 Days), Lithuania (4-8 Days), Romania (4-8 Days)
Zone 4 Countries: £15* / Courier - Royal Mail / Signature Required / Fully Insured
Bosnia (4-8 Days), Croatia (4-8 Days), Cyprus (4-8 Days), Faroe Islands (4-8 Days), Gibralter (4-8 Days), Iceland (4-8 Days), Malta (4-8 Days), Norway (4-8 Days), Switzerland (4-8 Days), Ukraine (4-8 Days).
Rest of the World
- £20* International signed for delivery
- Parcels sent via Royal Mail
- Fully Insured
- 7- 10 Days Delivery
Please Note:
Parcels may be delayed if we feel further fraud prevention security checks need to be carried out.
The following applies to Non European Union Countries - Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
* Please note this postage rate is, on occasion, subject to additional charges for excessive weights. You will be informed of any further charges once your
order has been processed.
Which courier company do you use?
DPD
DPD is one of the UK's leading time critical service carriers with a vast UK and European network.
DPD provide a one hour delivery window (UK only) so you don’t have to wait in all day for your parcel. Providing you supply us with a valid mobile telephone
number DPD will text you that morning and tell you the hour which your parcel is going to be delivered. If not convenient, you can text back and change the
delivery date to suit you.
We send all parcels via DPD to Mainland UK addresses (excluding the Scottish Highlands) as well as choice European Countries which are listed further
down.
Royal Mail
Royal Mail is the national postal service of the United Kingdom.
For the UK we use Royal Mails Special Delivery Signed for Service which guarantees next day delivery Monday - Friday between 8:00am - 1:00pm.
All of our parcels for Northern Ireland, Isle of Man, Isle of Wight, Shetland Islands and Scottish Highlands are sent via Special Delivery.
For Europe and the Rest of the World we use International Signed For which is the quickest method to send a parcel via the Royal Mail outside the UK.
Can I get my parcel delivered to a different address?
Yes, you have the option to add a different delivery address when placing your order with us. Please note, for your protection, there may be a delay in despatching an order to a different address, due to fraud prevention measures. You will be informed if this is the case.
Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods.
DPD have not delivered my parcel (UK)
If you are not in on the first delivery attempt DPD should leave a card through your door giving you further instructions. If you have not received this, please either email or call customer services on 0113 244 1345 where we will be able to help track your parcel.
Can I change my delivery address (DPD only)?
We encourage you to choose an address at the checkout where someone will be to sign for the goods. In the event that you want your parcel delivered to a different address after the first attempt, please contact us on 0113 244 1345 and we can do this free of charge, providing the parcel does not have to be sent to a different DPD depot e.g. Manchester to Leeds.
Royal Mail have not delivered my parcel
If the delivery is missed, Royal Mail will post a card through your door and give you further instructions on which local sorting office to pick your parcel up from. In nearly every case it is the one closest to your house.
Can I track my parcel?
If you have not received your parcel when expected you can email or call customer services on 0113 244 1345 where we will be able to help track your parcel.
Can I pick up my order from your warehouse?
Unfortunately it is not possible to pick up orders from our warehouse.
Product Information
I can't see my size will you be getting anymore in?
Unfortunately some sizes will run out quicker than others and we will not always be able to tell you if or when an item will be back in stock in your size. If the item is popular we will often take repeat deliveries of the product, so sold out products could well appear again. We would advise you to keep checking the site to see if the item becomes available again.
I need more information about a product / size
If you need more information about a product / size please feel free to e-mail us or call our helpdesk on 0113 244 1345.
Your Order
Can I change my order?
You can cancel items / your entire order, change the size of an item and your delivery details providing that you inform us by 12 noon on the day of dispatch.* You can not add items to your order. You will have to put your additional item(s) through as a separate transaction.
To change your order please contact us on +44 (0)113 244 1345**
*Please note that we cannot guarantee next day delivery if we have to change your order. However, we will try our best to dispatch your item(s) for next day delivery.
**We can not change orders if you e-mail us.
Can I cancel my order?
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from Reem Clothing for a full refund.
Order cancellations must be made in writing, quoting your order number, within 7 days.
If your order still says ‘Awaiting Dispatch’ (this can be found on our ‘Track Your Order’ page) it may be possible to cancel your order before it is dispatched.
If however your order has already shipped, you will need to return the order to us at your own expense.
Part of my order is missing
We pride ourselves on the speed and accuracy of our service but inevitably mistakes can happen. If you have received your order and an item is missing, please contact us quoting your order number and the missing item and we will investigate the matter further.
Returns & Exchanges
I need to return an item
Please read the information below and send both the invoice and parcel to:
reemclothing.com
Studio 269
57 Great George Street
Leeds
LS1 3AJ
United Kingdom
Returns & Exchanges Policy
ReemClothing.com offers a hassle free returns policy. If you are not satisfied with the item(s) that you have purchased you may return them to reemclothing.com within 14 days of receipt. We will issue a full refund or exchange the item(s), provided that the item(s) are returned in their original condition*. Delivery charges are non-refundable unless you have received a faulty or wrong item from us**. Please note that items marked with a (+) in the item description are non-returnable.
Please make sure you include your receipt with the item(s) you are sending back. To obtain a receipt you can simply log in to your account, click on view order history and print one out there. Please note that there will be delays on refunds where no information is included in the parcel. You will be required to arrange and pay for the return of the item(s) to reemclothing.com. This includes any customs or import duties levied on the returned item(s) (only applies to non European Union countries).
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a signed for delivery service that insures you for the value of the goods. Popular services are Royal Mails Recorded Delivery and Special Delivery Services (ask your post office about these).
Please note that the cost of returning the item(s) to us is your responsibility.
* When trying on items of clothing, please ensure that you are not wearing aftershave/perfume or a deodorant which may leave a scent or marks on the item(s). We will be unable to accept the return of any item(s) where there is evidence that these instructions have not been followed, or where the item(s) have been soiled in any way. The item(s) must be returned in its original condition and packaging.
** We will only refund the cost of delivery when the following services are used: Royal Mail 1st/2nd Class Recorded Delivery or Royal Mail Standard 1st/2nd Class delivery. Please include the receipt in the package when sending the faulty item back.
This returns policy does not affect your statutory rights.
Exchange Information
We can only exchange the same item for a different size.
The quickest way to make an exchange is to re-order the size required and send the item(s) you don’t want back to us for a refund.
If you wish to change the item(s) for a completely different item or colour then you will have to place a new order for this and return the other item(s) back for a refund.
Please allow 3 working days from receipt of a return for us to process your exchange. If for any reason we are out of stock of the item we will e-mail you about this.
In all cases, the goods must be in their original condition and will be inspected on their return.
How do I cancel my order under the Distance Selling Regulations?
Under the UK Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us.
In this case we will issue you with a full refund, however, you will need to return the entire order at your cost if you have already received them.
In all cases, the goods must be in their original condition and will be inspected on their return.
If we do not receive the cancelled order back, we may arrange to have them collected at your cost.
If you decide to cancel your order with reemclothing.com, you must let us know in writing, within 7 working days from the day after you receive your goods, quoting the order number.
I received a faulty / wrong item
If the item you received is faulty or not what you ordered, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 14 days from receipt to return the item to us.
Can you confirm you've received my return?
Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return using a signed for delivery service. This way you will be able to track your delivery through the carrier that you use.
Please see How long will it take to refund me?
How long will it take to refund me?
Please allow 3 working days from receipt of a return for us to process a refund.
Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address within 7 Working Days. Please allow a further 3-10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside of our control.
Why have you not refunded the delivery charge?
Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless you have received an incorrect or faulty item from us and have requested a refund.
You have refunded me the wrong amount
Regrettably mistakes can happen. If you think you have been refunded the wrong amount please contact customer services quoting your order number and the required refund amount.
Please note:
• Delivery charges are non refundable (unless you have received a wrong or faulty item from us) so you will be refunded the full value of the items returned less the delivery charge.
• If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
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