ALL YOU NEED TO KNOW – IN ONE PLACE

During SALE period, the time of order delivery may be extended. Please be patient; we apologise for any inconvenience.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. 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 costs, or result from human error. In these cases, the incorrect price is struck out, and the new one is stuck over it.

2. 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.

3. 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.

4. 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.

5. 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 finalizes 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.

6. I would like to modify or cancel my order after paying.

You can cancel your purchase up to 15 minutes after placing your order. After this time, this is not possible. Our customer service cannot cancel or change your order either.

There are two suggestions that may help:

• You can collect your order and return it for free within 30 days of receiving the package.
• Do not accept the parcel from the courier. The order will be sent back to us and we will refund the amount within a few working days.

7. 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.

8. 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.

9. 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.