PRODUCT

 

AN ITEM THAT I WANT IS OUT OF STOCK. HOW WILL I KNOW IF IT IS BEING RESTOCKED?

We highly recommend signing up to be notified when your desired item will be re-stocked. You can do this by viewing the item you are interested in, selecting the size you require and clicking the 'notify me when available' button. Simply enter your details and once your item has been re-stocked, you will be notified by email.

I HAVE RECEIVED THE WRONG PRODUCT.WHAT SHOULD I DO?

We are sorry to hear that you have received the wrong product. Please contact our customer care team via our contact form and we will try and get this fixed for you as quickly as possible.

Don’t forget to attach a picture of the invoice that you received inside your parcel as well as the garments that you received.

We will try and get this fixed for you as quickly as possible.

 

ORDERS

 

CAN I CANCEL MY ORDER?

If you wish to cancel your order, you will need to send a message to our customer care team via our contact form, including your order number. However, if your order has already been picked, packed or dispatched, it will not be possible to cancel it.

CAN I AMEND MY ORDER?

Once an order has been placed, it is not possible to amend it. We recommend placing a new order with us and returning the incorrect order.

CAN I CHANGE MY SHIPPING ADDRESS?

If you wish to change or amend your shipping address, you will need to send a request to our customer care team via our contact form including your order number. Do not forget to include the correct shipping address. However, if your order has already been picked, packed or dispatched, it will not be possible to change or amend it.

I DIDN’T RECEIVE AN EMAIL CONFIRMATION WHEN I PLACED MY ORDER. WHAT SHOULD I DO?

If you did not receive an email confirmation after placing an order, we firstly recommend checking your junk and spam email folders. If you are still unable to locate it, please send our customer care team a message via our contact form so that we can identify the issue and send you a new order confirmation email.

HOW CAN I TRACK MY ORDER:

  • want to know where your order is? click here to track your order

 

PAYMENTS

 

WHEN WILL PAYMENT BE DEBITED FROM MY ACCOUNT?

The payment for your order will be debited at the moment that the order is placed.

AM I CHARGED INTERNATIONAL BANK FEES WHEN ORDERING?

We would suggest when you shop on Reputation Studios to use your local currency if possible.

However, it's possible you may be charged an international transaction fee by your bank if you're shopping outside of your home country - this charge comes directly from your bank and is outside of our control.

We can't guarantee that when you place your order you won't be charged a fee. However, we've found that customers who shop with us in their own local currency seem to be less likely to be charged bank fees.

We're working behind the scenes to look at ways to reduce the likelihood of being charged international transaction fees.

WHAT CURRENCIES CAN I PAY IN?

Please select your currency from the top right hand corner of our e-store. This will automatically adjust the relevant currency.

HOW DO I PURCHASE A GIFT CARD?

If you wish to purchase a Gift Cards you will need to send a message to our customer care team via our contact form or drop us a line at reputationstudiosoffice@gmail.comGift cards are delivered by email with instructions to redeem them at checkout. 

 

DELIVERY

 

MY TRACKING NUMBER DOES NOT WORK?

If your tracking number is not working, please contact our customer care team via our contact form. Оur customer care team will get this resolved for you as quickly as possible.

MY TRACKING NUMBER IS SHOWING THAT MY ORDER HAS BEEN DELIVERED WHEN IS HASN'T. WHAT SHOULD I DO?

Please check with your neighbours and anyone else living with you to see if they have received it on your behalf. Please also check in any safe places the parcel could have been left.

If you're still unable to locate the parcel, please contact you local DHL office ( please provide your waybill number) or our customer care team via our contact form.

    CAN I REDIRECT MY PARCEL TO A DIFFERENT ADDRESS?

    Once an order has been shipped, it is not possible for us to re-direct it to a new delivery address.

    I'M STILL WAITING FOR MY ORDER

    Has your estimated delivery date elapsed? Please allow a few extra days for your order to be delivered (especially during busy times). Our carriers are always doing their best to get your order to you, so make sure you keep an eye on your tracking link for the latest updates.

    Please note that International Standard Shipping takes between 5 and 21 days.

    If your order doesn’t arrive or is missing something, please let us know within 30 days of the date by which your order should have been delivered and we’ll do our best to help you. If you do not notify us within 30 days we will be unable to investigate or replace any missing items.

     

    RETURNS

     

      INTERNATIONAL RETURN

      We’ve setup a deal with DHL Express to pickup the package from any address of your choice & return it to us within 3-5 working days. click here or go to the bottom of our website under the ‘Returns Center’ to setup a Return. This return option isn't free but the costs come out cheaper than sending it back via your local post office.

      You also have an option to ship your return via courier of your choice, where the return fee must be covered by you. We would advise that you securely package your return and use a tracked shipping service as we can not be held responsible for any items lost or damaged in transit. Please also ensure you mark any returns as ‘returned goods’ on any postal or customs forms. Additionally, any duties incurred by incorrect customs declarations will be deducted from your final refund.

      IF I CHOOSE TO RETURN VIA COURIER OF MY CHOICE

      If you choose to return your unwanted item/s via courier of your choice, please ensure you print the following details onto a sheet of paper and insert this inside your parcel:

      • order number;
      • full name;
      • item reference(s) returned;
      • reason for return.

      However, you should still ensure that you complete our digital return form via our returns page.

      CAN I REQUEST AN EXCANGE?

      We do not offer exchanges at this present time. This means that all returned goods will be refunded. If you require a new size, we recommend placing a new order with us if the desired item is still available.

      HOW LONG WILL MY RETURN TAKE TO PROCESS?

      If you have made your return using DHL Express , your return should take 3-5 working days to reach our warehouse. Following this, your return will be quality inspected and your refund/store credit will be processed within 3 working days. Once your refund has been processed, it will take up to 5 days for the funds to reach your account depending on your original payment method.

      If your return has been received but you haven't received your store credit within 3 working days, we firstly recommend checking your junk and spam email folders for an email from us. If you are still unable to find it, please send our customer care team a message via our contact form and we'll resend your store credit.

       

      WHAT IS YOUR RETURN POLICY?

      You have 14 days to make a return from the date in which your parcel was delivered to you. If 14 days have passed since your delivery was made, we would no longer be able to accept a return.

      To be eligible for a return, your item must be unworn with the original tags attached, in the original packaging. If our customer care team feels any of these points are not met, it is at their discretion whether the item is suitable for return. should a refund be refused, your item will be returned to you.

      Gift Cards are also not eligible for refunds.