Customer Support
Our team is always here to help.
Answers to frequently asked purchasing questions.
Orders and Shipping
How long does it take to receive my order?
Order delivery can take between 8 and 16 business days, depending on the type of product ordered and the delivery location. Products available in stock are usually delivered quickly. However, for items that require a longer processing time or for deliveries to more remote areas, the delivery time can take up to 16 business days. We encourage you to check the specific delivery estimates for each product at the time of placing the order.
How do I create an account?
To create an account on the Reelken platform, you have two options: you can go directly to the Registration page, or, during the checkout process, you'll find an option to create an account. This flexibility lets you register quickly and easily, so you can enjoy all the benefits the platform offers.
How do I change my delivery address?
Changing the delivery address can be done easily from the "My Account" page, in the "Addresses" section. Here, you can make changes to both the delivery address and the billing address. Make sure you update the correct information to avoid any inconvenience with the delivery of your orders.
How do I track my order status?
After the order is processed, the seller is required to provide a tracking number for that 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 delivery is estimated, giving you transparency and confidence throughout the delivery process.
Will you keep my credit card information?
Payment processing is handled strictly by the payment provider's platform — in our case, Stripe or PayPal. Saving card details for use in future orders happens with the cardholder's consent, on those payment processors' own platforms. It's important to note that Reelken never has access to the card information provided for payments, ensuring an extra layer of protection for your personal data.
Do you charge sales fees?
Reelken does not charge any additional fees on products sold. The only charges the customer will pay are shipping costs, tax, and, for certain products, packaging fees. All these charges are clearly shown in the shopping cart before checkout is completed, ensuring transparency throughout the purchasing process. This way, customers have a clear picture of the total cost of their order.
Do you ship to my country?
Orders are shipped from our warehouse in Romania and usually leave within 2 business days, with the delivery time being 8-16 business days, so your furniture reaches you in perfect condition. Every piece is carefully packed to protect the solid oak in transit.
Will my items arrive in a single package?
If the products are purchased from the same seller, they will be delivered in a single package. However, if the purchase includes items from multiple sellers, each seller will send the products in a separate package. This is a standard practice that helps manage deliveries efficiently and ensures that each product arrives in the best condition.
If you need to exchange an item.
Returns and Exchanges
What is the return and exchange policy?
Returning or exchanging a product can be done within a maximum of 30 days from receiving the package. It's important to note that we only accept returns or exchanges for damaged products or for those returned unused, with the packaging in perfect condition. Therefore, please make sure that each product sent back to us meets the necessary quality standards. Please review these conditions carefully to enjoy a pleasant experience!
 For more details, please refer to our Refund and Return Policy page.
I received the wrong product.
If a customer receives a product different from the one ordered, they must first contact the seller through the Reelken platform to discuss how the product will be replaced. It's important to note that the customer will need to provide proof of purchase made on the Reelken platform and submit any documents requested, depending on the specific seller. If the situation isn't resolved amicably with the seller, the customer can send us a report, and we will step in to help mediate the issue.
My package arrived damaged.
If a customer receives a damaged package, they have the following options:
- Damage visible at delivery: If the package is visibly damaged on the outside and this is noticeable when the courier hands it over, the customer must note this in a report signed by the courier, confirming that the package was received damaged. After this, the customer must contact the seller through the Reelken platform to resolve the issue.
- Damage not visible at delivery: If the damage to the package isn't visible from the outside, the customer must contact the seller through the Reelken platform and request a resolution, either through replacement or refund.
If the issue isn't resolved amicably, the customer can ask Reelken for help, and we will step in to mediate the situation.
Where should I send my authorized return?
Each seller will let the customer know where to send the authorized return.
How can I get customer support?
Any customer can request support in several ways. You can fill out the contact form available on the "Contact" page, send an email to support@reelken.us, or call +40751911599 for direct assistance. You also have the option to contact the seller directly with any questions or concerns. We're here to help and provide the support you need!
What do I do if I entered an incorrect delivery address?
The address can be changed immediately after placing the order by going to the "My Account" page, in the "Orders" section. There, you need to press the "Modify Order" button next to the order you want 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 tracking number, you can request the address change directly from them. It's important to act quickly to avoid any delivery inconvenience.
Can I change or cancel an order after submitting it?
An order can only be edited or changed if the seller has not yet started processing it. It's also possible to cancel an order, but the refund for that order will be issued within a few days — anywhere from 3 to 7 business days — depending on how each payment processor handles the transaction.
Can I pre-order an item that's out of stock?
Since we can't know for certain whether a product will be restocked, we're unable to offer a pre-order option for products that are currently out of stock.