Frequently asked questions related to purchases, answers provided.
Orders and Shipping
How long does it take to receive my order?
Delivery of your order can take between 24 hours and 13 days, depending on the type of product ordered and the delivery location. In-stock products are usually delivered quickly, within 24-48 hours. However, for items that require a longer processing time or for deliveries to more remote areas, the delivery time can be up to 13 days. We encourage you to check the specific delivery estimates for each product at the time of placing your order.
To create an account on the Reelken platform, you have two options: you can directly access the Registration page or, during the order placement process, you will find an account creation option. This flexibility allows you to register easily and quickly, so that you can benefit from all the advantages offered by the platform. How do I change my delivery address?
Changing your shipping address can be easily done from the “ My Account ” page, in the “Addresses” section. Here, you have the opportunity to make changes to both your shipping and billing addresses. Make sure you update the correct information to avoid any inconveniences related to the delivery of your orders.
After processing the order, the seller is required to provide an AWB number for the respective delivery. This number allows all customers to track the status of their order in real time. This way, you can easily check where your package is and when it is expected to arrive, providing transparency and security in the delivery process.
Payment processing is done strictly on the payment operator platform, in our case Stripe or PayPal. Saving card information for use in subsequent orders is done with the consent of the holder on the platforms of these payment processors. It is important to note that Reelken does not come into contact with the card information provided for payments, thus ensuring additional protection of your personal data.
Reelken does not charge additional fees for the products sold. The only fees the customer will pay are shipping fees, value added tax (VAT) and, for certain products, packaging fees. All of these fees are clearly stated in the shopping cart before the payment is completed, thus ensuring transparency in the purchasing process. This way, customers can have a clear picture of the total costs of their order.
We currently ship to Romania and the European Union countries. We strive to provide efficient and fast delivery services so that the products reach you in the best conditions, regardless of your location in these regions. We encourage you to check the available delivery options to enjoy our products!
If the products are purchased from the same seller, they will be shipped in a single package. However, if the purchase includes items from multiple sellers, each seller will ship the products in a separate package. This is a standard practice that helps manage deliveries efficiently and ensure that each product arrives in the best condition.
If you need to change an item.
Returns and Exchanges
What is the return and exchange policy?
The return or exchange of the product can be done within a maximum of 14 days from the receipt of the package. It is important to note that we accept returns or exchanges only for defective products or for those that are returned unused, with the packaging in perfect condition. Thus, please make sure that each product that reaches us meets the required quality standards. Please check these conditions carefully to enjoy a pleasant experience!
For more details, please see our Refund and Return Policy page.
If the customer receives a different product than the one ordered, they must first contact the seller on the Reelken platform to discuss how the product will be replaced. It is important to note that the customer will need to provide proof of purchase made on the Reelken platform and submit the requested documents, depending on each seller. If the situation is not resolved amicably with the seller, the customer can send us a message and we will intervene to mediate the problem.
If the customer receives a damaged package, they have the following options:
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Visible damage upon delivery: If the package is damaged on the outside and this can be observed when the courier delivers it, the customer is obliged to mention this in a report signed by the courier, confirming that he received a damaged package. After this, the customer must contact the seller on the Reelken platform to resolve the issue.
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Unnoticeable damage upon delivery: If the damage to the package is not visible on the outside, the customer must contact the seller on the Reelken platform and request a resolution of the situation through replacement or refund.
If the problem is not resolved amicably, the customer can request the help of Reelken, which will intervene to mediate the situation.
Each seller will indicate to the customer where to send the authorized return.
Any customer can request support in various ways. You can fill out the contact form available on the “Contact” page, send an email to support@reelken.com, or call +40751911599 for direct assistance. You also have the option to contact the seller directly for any questions or concerns. We are here to help you and provide you with the necessary support!
You can change the address immediately after placing your order by accessing the “My Account” page, in the “Orders” section. Here, you must click the “Change Order” button next to the order you wish to change. If the order has already been processed, the only way to change the delivery address is to contact the courier. Using the AWB number, you can request a change of the delivery address directly from the courier. It is important to act quickly to avoid any inconvenience related to delivery.
Any order can be edited and thus changed only if its processing by the seller has not started. An order can also be canceled, but the refund for the respective order will be made within a few days, starting from 3 to 7 business days, depending on the payment processing method of each processor.
Due to the fact that we cannot know exactly whether a product will be back in stock or not, we cannot offer the solution of pre-ordering a product that is out of stock.