Frequently Asked Questions
Answers for customers questions
How to shop
First time orders
To avoid delays to your order, please ensure that your billing address matches the address on your card statement, and that the cardholder’s name is written as it appears on the card. Please also ensure that your contact details are filled in accurately so that we can contact you if necessary.
As sizing varies considerably amongst the items we stock, we recommend that you refer to the ‘Size and Fit’ information and/or the sizing chart on the product page to help you choose the best size or to see if it is available in only one size.
Our Personal Shoppers can provide you with tailored gift suggestions. Simply send an email to email@example.com
RLD premium packaging
Your custom-made order will be delivered in one of our signature fabric bags with the same fabric from your custom order at no charge and will be shipped in a priority mail packaging.
Basic Packaging will be the default packaging option for all other items, which means your items arrive in a priority mail envelope or box.
Register an account with us to enjoy the following benefits through your RLD account:
- Track your orders and manage your order history
- Save your address and credit card details for faster shopping
- Request your return or exchange directly from your account – no need to contact customer care
- Gain access to your Wish List and Recommendations
To create an account, simply select SIGN IN on the navigation bar and then REGISTER NOW to fill in your details.
If you have forgotten your password, change it here or follow the Forgotten Password instructions on the Sign In page. For security reasons we are unable to send your password via email.
How do i make a purchase?
Purchasing from Reyna Lay Designs is easy:
If you know what you are looking for, use the CLOTHING, SEWING PATTERNS, and ACCESSORIES links. You can also shop by browsing the SALE section or directly by collection. Once you have found an item, select your size and use the ‘ADD TO CART’ button underneath.
Review the items in your shopping bag by selecting the ‘CART’ link at the top of the page. You can add products to your Wish List or use the ‘REMOVE FROM BASKET’ link to delete items from your shopping bag.
Click on ‘PROCEED TO PURCHASE’ to complete your order.
What payment methods does RLD accept?
We accept Visa, MasterCard, American Express, and Discover cards. You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to ‘Log In’ and review the amount shown before clicking ‘Pay Now’. Once this transaction is complete, you will then return to RLD.
Where is my order?
We aim to dispatch all orders within 24 hours of payment processing confirmation. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, RLD is not responsible for any delays caused by destination customs clearance processes. Custom made orders have a 1-2 week turnaround time. For more precise turnaround time contact the designer at: firstname.lastname@example.org.
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting ‘My Account’ followed by ‘Order Status’. If you are not registered, sign up now so you can track future orders.
Making a return for a refund or exchange is simple:
- Get in touch with us at email@example.com within 48 hours of receiving your order..
- Due to the nature of many of our products (made to order/custom) you must request authorization for a return.
- Should your request for a return be accepted, include your original receipt in the returned parcel.
- It is advisable to send returned items by registered post (signature required) and keep your proof of postage certificate, as we cannot be responsible for goods lost or damaged in transit. We offer free returns for any pieces that have been found to be damaged, or made in incorrect measurements, at the fault of Reyna Lay Designs. If you do chose to return for any other reason, the shipping costs are your responsibility.
- RLD will then give you the address you may send your return to.
If you have questions, you can contact our Customer care representatives who will be happy to talk you through our returns procedure, simply send us an email to firstname.lastname@example.org and leave a phone number so that we may return your call.
RLD accept returns and exchange requests made within 7 days from when the order has been received by you. Returns received after the 7 day period and up to 14 days will only be accepted at the discretion of Reyna Lay Designs for a store credit. Store credit is valid for 1 year from issue date. Returns received after the 14 day period will not be accepted and will be returned to you.
The products you return must be in new and unworn condition with all the original packaging and garment tags still attached. We do not accept any item with any indication that it has been used. In such cases, the item will be returned to you. Please note that we are unable to accept returns or exchanges on earrings or lingerie.
If you wish to receive a refund we will re-credit the original purchaser’s credit card for the sum paid less any taxes and duties and less the postal costs.
RLD is not responsible for any item that is not returned in the manner set forth above and we cannot accept responsibility for packages until we are in possession of them. Your statutory rights as a customer remain unaffected.
Lingerie items purchased online cannot be returned or exchanged.
Please note that we are unable to accept returns or exchanges on earrings.
Shoes must be returned in their original designer box. Ensure that the box is returned in the same condition you received it e.g no postal stickers or tape marks on the shoe box itself.
If you would like to exchange an item, you will need to return the original item and then place a new order. You will receive a full refund for the original item, according to our returns policy.
Where do I leave a review?
Reviews are greatly appreciated. Other customers love seeing what you have to say about your purchase. You can leave a review on our REVIEWS tab. It will then be added to our reviews page on our site.