A need, a question?

Hello, in case of absence of our customer service, find in this section a series of information that can help you!

I / CONTACT

How to contact the customer service ?

You can contact our customer service in different ways:

• Website

By phone: 04.86.01.16.96

Email address: help@reikojeans.com  

Chatbot on the website

On WhatsApp (message only): 06.31.12.38.42

• Stores

Find the contact of our stores HERE

II/ INFORMATION

•  How can I modify/delete my personal information? (Address, telephone, e-mail)

-To modify your personal information, go to the "my information" section of your customer area.

-To delete your customer account, please contact customer service.

• How do I reset my password?

To change your password, the procedure is as follows:

-When you try to connect to your account, click on "forgotten password".

-You will receive an email with a link to reset your password, this procedure can be long, no need to perform the manipulation several times.

We invite you to first check your "SPAM" mailbox. If the reset email is not there, we invite you to contact our customer service at 04.86.01.16.96 or at the following email address: help@reikojeans.com

• Newsletter subscription and unsubscription

If you wish to unsubscribe from our newsletter.

-Go to the bottom of our newsletters sent

-Click on "click HERE" to unsubscribe

Or contact our customer service.

• Promotional code: is a promotional code available for my first order?

For your first order, get a 10% discount with the code " BIENVENUE10 ".

NB: This code will only be applicable on items of the current collection.

• My coupons : how to consult my possible coupons?

To consult all your coupons, go to your account, in the "my coupons" section of your customer area.

• Product information: I don't know what size to get, who should I contact?

For each article, you have a size guide (for the articles of the current collection) which can help you in the choice of your size.

Do not hesitate to contact our customer service if you need any further information.

• Item availability: an item is no longer available, how can I be informed of its return to stock?

You have the possibility to check the box directly on the product sheet "alert me of the availability of the product".

• Production: where do we produce our clothes?

Our products are mainly produced in the Mediterranean basin, we generally make close imports (Portugal, Tunisia, Turkey). It happens that some of our products are produced in China.

III/ ORDERS

• Confirmation : I did not receive an order confirmation email, has it been taken into account?

We advise you to check your spam/junk mail.

Otherwise, go to the "my orders" section of your customer area to consult all your past orders.

If you cannot find it, contact our customer service.

• How can I follow the different stages of my order?

To follow the status of your orders, go to the "my orders" section where you will find the various stages of your order.

• How can I change my delivery address?

For any request concerning the delivery address, we invite you to contact the delivery service directly.

• Exchanges : can I make an exchange?

-Online: It is not possible to exchange an item in our e-shop. You have to place a new order if you want to change the item.

-In stores: Are returns or exchanges available in stores?

If your purchase comes from one of our stores it is possible to exchange it. If this is not the case, an exchange on our website is not possible.

• Cancellation: Can I cancel my order?

You have the possibility to cancel your order within 30 minutes maximum on working days of the customer service. From Monday to Thursday from 8:30 am to 12:30 pm & from 2 pm to 5 pm, Friday from 8:30 am to 12:30 pm & from 2 pm to 4 pm.

• My package is lost, what should I do?

Don't panic, we invite you to contact the customer service and the dedicated delivery service. If you wish to open a complaint, we invite you to send us via email to the following address: help@reikojeans.com

You will be asked to provide a certificate of honour and a photocopy of both sides of your identity card.

• Defective product : I received a defective article, what to do?

Contact the customer service by e-mail and give us your order number, name, first name and a photo of the defective item.

IV/ RETURNS

• How to make a return request?

To return an article, you just have to make a return request:

-Go to the heading "my orders" customer area.

-Select the order in question and the item(s) you wish to return.

-Mention in the box provided for: the reason for return as well as if you want a credit or a refund (refund only in the form of a credit for all orders placed during the sale.

Returns must be made within 14 days of receipt of your order via your customer account.

We would like to inform you that any returns received on our premises more than 21 days after the date of delivery of your order will be refused and will not be processed by our services.

• Conditions for returning an item from the outlet

For any return of an outlet item, the return is at the customer's expense.

• Where to find the return form?

-We have 24 hours (working days) to confirm your return request once your request is made.

-Then, go to the "my returns" section to find the return form to print and put inside the package.

-If your order contains an article of the current collection, take the prepaid label inside your package, in order to stick it to benefit from the free return of your order.

-The return form is to be inserted inside the parcel and the prepaid label is to be stuck on the parcel.

• Why don't I have a prepaid return label?

-The prepaid label is only available in France

-If your order contains only discounted products from our outlet corner, the return is at your expense.

-Otherwise, it is an oversight on our part and we invite you to contact customer service directly.

V/ REFUNDS & CREDITS

• When will I receive my refund?

We have a period of 14 days from the date of receipt of your return package to make the refund of your order.

• I received a credit note following a previous order: how do I use my credit note?

Your credit note is valid for a period of 6 months.

In order to use your credit, you just have to copy/paste the code associated with your voucher in your basket. This code will be automatically deducted from the amount of your order.

• I have a credit on the website, can I use it in store?

No. A credit on your customer area is only valid on our website (for a validity period of 6 months).

• Can I get a refund instead of my credit?

We inform you that we cannot reimburse your bank account for a credit that has been credited to you.