Help and FAQs

To get in touch with us, please send an email to hello@reistor.com, and rest assured, our support team is here to assist you.

How can we help?

FAQ's

For any query regarding your new or existing order or return a product, please read the FAQ's or get in touch with us by sending an email at hello@reistor.com

Orders

How do I pay for my order?

We offer a variety of convenient payment options for your order. You can easily pay using major credit and debit cards, such as Visa, MasterCard, and American Express, along with the seamless option of Apple Pay. Additionally, we facilitate easy installment payments through the secure ShopPay payment gateway, ensuring a smooth and hassle-free transaction experience.

How can I check the status of my order?

To check the current status of your order, we recommend logging into your account on the website. Alternatively, you can reach out to us at hello@reistor.com, and our team will be more than happy to provide you with the necessary information.

What is the expected timeline for receiving my order?

Once your order is confirmed and processed, it will be shipped within 2 business days. You will receive an email confirmation with your shipping details and tracking information upon dispatch.

Generally, our standard delivery time for all orders ranges between 5 to 7 business days. Kindly be aware that unforeseen inclement weather may potentially influence the delivery schedule. Rest assured, we are dedicated to ensuring a prompt and efficient delivery process for all our valued customers.

Can I cancel my order?

Our order processing process is swift & efficient, ensuring that your items are prepared for shipment as soon as possible. Please note that we begin the shipping process within 24-48 hours of order placement, once your order is handed over to our logistics partner, we are unable to cancel your order.

Should you need to cancel your order, we kindly request that you reach out to us at hello@reistor.com at your earliest convenience. We appreciate your understanding and cooperation.

Shipping

How much does shipping cost?

We are pleased to provide free shipping to all our customers within the United States. A flat $15 fee is applied for shipping to Canada and Mexico.

We aim to provide the best shipping options for all our customers, ensuring a smooth and efficient delivery process.

How can I track the status of my order?

Once your order has been shipped, you will promptly receive an email confirmation containing your shipping details along with a tracking number.

To conveniently track the status of your order, simply sign in to your account on our website. Our user-friendly interface allows for easy tracking, ensuring you can monitor your package's progress every step of the way. We are committed to providing a transparent tracking experience for all our valued customers.

How can I edit my shipping address?

If you need to update your shipping address, kindly send an email to hello@reistor.com with the required changes. Please keep in mind that once your items have been dispatched, we are unable to reroute orders. However, if your order hasn't been transferred to our logistics partner, we will make every effort to accommodate your request. Your satisfaction is our priority, and we strive to ensure a seamless shopping experience for all our customers.

Do you offer international shipping?

Yes, we ship to most countries worldwide. For customers outside of the United States, Canada, and Mexico, please visit our International website. Shipping to Canada and Mexico will incur charges, which will be calculated at the checkout based on the package's weight, size, and shipping destination. Please note that there might be additional import duties and taxes for orders shipped to both Canada and Mexico.

For Customers outside of the United States:
We operate on a DDU (Delivery Duty Unpaid) basis for most countries, which means that the displayed product prices exclude any import duties. As the recipient, you are responsible for any import duties, customs, and local sales taxes imposed by the country of delivery. Payment of these charges upon delivery is necessary to release your order from customs. For further information, please reach out to us at shop@reistor.com.

Returns and Exchanges

Our products are created with utmost care and attention, keeping the environment in mind. We have strict quality control measures in place to avoid product defects. We encourage you to shop consciously to minimise our carbon footprint.

What is your return policy?

We gladly accept returns of unworn, unused, and undamaged merchandise with the original tags purchased from our online store within 30 days from the original date of purchase for a full refund or exchange. Each order permits a single return request, accommodating the return of one or more items within the same request.

You are eligible for a return/exchange request within 30 days of your purchase. Please ensure that the original tags and packaging remain intact to receive a full refund. Refunds will be issued to the original form of payment within  10  business days of receiving the product back at our warehouse. Kindly note that final sale items are not eligible for return or exchange.

How do I make a return?

To generate the exchange label, please email us at hello@reistor.com. Please share your order ID and shipping zip code.  Each order permits a single return request, accommodating the return of one or multiple items within the same request.

In case you encounter any difficulties generating the label, feel free to send an email to hello@reistor.com, and a member of our team will reach out to you within 24 hours to assist you further.

How can I initiate an exchange for my order?

To generate an exchange shipping label, please email us at hello@reistor.com. Please share your order ID and shipping zip code.  Each order permits a single exchange request, accommodating the exchange of one or multiple items within the same request. All exchanged items must be returned within 30 days from the date of  original order fulfilment.

If you encounter any difficulties while generating the label, kindly reach out to us at hello@reistor.com, and one of our team members will promptly assist you within 24 hours. We strive to make the exchange process as seamless and convenient as possible for all our customers.

Can I exchange my order?

To generate an exchange label, within 30 days from the original date of purchase, please email us at hello@reistor.com. Please share your order ID and shipping zip code. Each order permits a single return request, accommodating the return of one or more items within the same request.  All exchanged items must be returned within 30 days from the date of order fulfilment.

If you encounter any issues while generating the label, please send an email to hello@reistor.com, and our team will respond to you within 24 hours. Kindly note that for us to process an exchange, the product must be unused, and the original tags and packaging must remain intact.

What is the cost of returning my order?

We offer free returns for unworn, unused, and undamaged merchandise purchased from our online store within 30 days from the original date of purchase for a full refund or exchange across the US.  Each order permits a single return request, accommodating the return of one or more items within the same request.

For customers from Canada and Mexico the return and shipping will incur charges as applicable by the shipping partners. We operate on a DDU (Delivery Duty Unpaid) basis for most countries, which means that the displayed product prices exclude any import or export duties. As the recipient, you are responsible for any return, duties, customs, and local sales taxes imposed by the country of delivery.

How long does it take to receive a refund after I return a product?

After initiating a return, please allow up to two weeks for the processing of your return and for the refund to appear on your bank statement. Please feel free to reach out to hello@reistor.com in case of any inconvenience during this period. We appreciate your patience and assure you that we strive to complete the refund process as swiftly as possible.

What is the process for exchanging a defective product?

Our commitment to quality is reflected in our meticulous design and three-step quality control process. It's important to note that certain product textures may appear to be defects, but they are inherent characteristics of natural fibers.

In the rare event that you receive a defective product, please reach out to us at hello@reistor.com, and our dedicated team will be more than happy to assist you promptly.

Holiday gift offer

What is the holiday gift offer?

Buy any 2 items and get one free. Select any product of your choice and let us treat you to something special, Third selected item is on us. Free product will be the lowest value item in your cart, currently live on our website. Head over to our holiday collection now!

Note
- One free product for every 2 items added in the cart.
- The free product will be selected by you, as your chosen items.
- The lowest value item in your cart will be a free product from us to you.
- The free item is non-refundable and non-transferable. Only exchanges allowed for eligible paid product(s).
- No need for a coupon code; Once the third item is added to cart, the lowest item product will automatically be free of cost.

What will I get in the holiday gift?

Once the third item is added to cart, the lowest item product will automatically be free of cost. This is a holiday gift from us to you!

What is the size of the product in the holiday gift?

You can select the product of any size for the gift item, For any questions email us at hello@reistor.com

Do I need to add a coupon code to avail the free gift?

No need for a coupon code; Once the third item is added to cart, the lowest item product will be automatically free of cost

Product & Sizing

How can I ensure I am ordering the correct size?

Our comprehensive Size Guide simplifies the process of selecting the appropriate size for all products. For a more tailored recommendation, we recommend using our Find my Size tool on our product pages.

Please note that all our products are standard US sizes and designed to fit true to size.

How do I find wash and care information?

If you have a question about how to care for an item purchased from us, please refer to the item on our website or get in touch with us via email at hello@reistor.com

How can I stay informed about new collection launches?

There's always something new happening at Reistor! Be sure to join our mailing list to stay up to date with the latest product releases and other exciting offers.

Get in touch

Have questions about your order, or a general enquiry?