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 Evri 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. The invoice is essential for customs clearance during the return process.Complaints are investigated within 14 days from the day of receipt by our warehouse. According to standard procedures, in case of an accepted complaint, a refund for the item/s will be issued back to your bank account. If the complaint is not accepted, the item will be sent back to you.

Each order placed with Reserved is entitled to one free return or complaint. Reserved will cover all costs and customs-related formalities for the first return or complaint associated with each order. Since your parcel will be shipped to the EU, customs clearance is required. Please ensure that the invoice for your order is included inside the parcel to facilitate smooth customs processing.

Due to customs declaration requirements, it is not permitted to return products from multiple orders in a single parcel. Each return must correspond to a single order, and all items being returned from that order must be placed in one parcel. This ensures accurate customs processing and avoids delays in the return process.

To order a pre-paid Evri return label, please go to your account and file a complaint request.

If the provided shipment options are not suitable, item(s) may be sent at the sender's own cost and responsibility to the following address. Please note that all shipping costs and customs formalities will remain the sender’s responsibility:

LPP S.A. RESERVED GLOBAL STORE
BĘDZIESZYN 103
83-000 BĘDZIESZYN
Poland

If you need help with downloading your invoice, please follow these instructions:

1. Log in to your account and click the YOUR ACCOUNT button.
2. Choose the MY ORDERS tab.
3. Click on 'Details' of your order.
4. Click the INVOICE button.
5. Click DOWNLOAD in the displayed window.