Global FAQ

Global FAQ

Have some questions about shopping outside the U.S.? Keep reading below.


Shipping to the U.S.? Please visit the U.S. Shipping or U.S. Returns Policy pages for more information.


Orders & Shopping


How do I shop the website if I’m shipping to a destination outside of the U.S.?

Select the country where you will be shipping your order from the dropdown in the top left corner. If you’re on a mobile device, click the three lines in the left hand corner to reveal the menu and then select your country. This will change the currency on the website. Once you are in checkout, you will see local payment methods and calculations for any appropriate shipping, duties, taxes and other customs fees. You will also have the option to change the language for important information in checkout.


Please note that all sizes displayed are U.S. sizes, unless otherwise noted. For help choosing the right size, use our size guide or contact us directly.


What currency do you use for your prices?

We display and collect payments in the local currency when you select your shipping country. You will be charged in the currency listed at checkout.


Reformation is not responsible for any currency exchange fees charged by banks.


What sizes are listed when shopping?

All sizes listed on the website are US sizes, unless otherwise noted. All tags on the inside of the garments are listed in US sizes. Our size guide serves as a general guideline for helping you find your size in Ref. You can view all of our size guides here.


Our silhouettes vary from slim-fitting to oversized, so each style will have different measurements. If you have questions about a specific style’s measurements, you can always reach out to our Customer Love team for your perfect fit. Please include your bust, waist, and high hip/ low hip measurements with your note, and we’ll help you out.


What payment methods are available to me?

We offer over 35 different payment methods. Major payment methods like Visa, Mastercard, American Express, Paypal, and Diners are offered in over 100 countries along with many other popular local payment options specific to the region. Additional local payment methods are available and viewable upon checkout.


Do you offer e-gift cards for international customers?

Right now, e-gift cards are only available to customers shipping within the US.


What does a product marked “Final Sale” mean?

Final sales means this item can not be returned for refund, credit, or exchange. If an item is marked “Final sale,” you will see it on the product page underneath the product name.


This return policy is in addition to, and does not affect, the separate legal right of withdrawal which is available only to EEA Consumers in some circumstances. Please reach out to Customer Love if you have additional questions or need help completing a return.


Shipping


What countries do you ship to?

Click here to see what countries we currently ship to.


How much does international shipping cost?

We offer free express shipping for all orders shipping to outside of the U.S. and free returns for all international orders.


How do I track my international order?

You can track your order here.


How fast is your international shipping?

Most of our orders are shipped within 2 business days of purchase from our sunny Los Angeles warehouse, pending availability and credit verification. Once your order is shipped, we estimate you will receive your order within 3-8 business days of its ship date. Shipping times may vary, but rest assured we work our hardest to get you your order as quickly as possible. Please note, we do not ship on the weekend or US holidays. You can track your international order here.


**Temporary COVID-19 update - For the health and safety of our team, we only have a small and very limited team on-site. We will process all orders as quickly as possible, but there may be delays due to limited staffing. Find more COVID-19 info here: COVID FAQ


Can I get my international order faster?

Right now we do not offer expedited international shipping. However, we ship all international orders via express service so you will receive your order within 2-5 business days, and sometimes quicker!


Can I ship to an international PO box?

Sorry, we can’t ship to international PO boxes yet. If you entered an international PO box as your delivery address we will reach out to get an alternative address which may delay your delivery.


Returns & refunds


What items are eligible for return?

We accept stuff in new condition with original tags attached. You have 30 days from when you receive your order to have your return postmarked to the courier on your label. Please ship your return from the same country to which it was delivered. Please note that all apothecary, underwear, pierced jewelry, climate credits, and items marked “Final Sale” are non-returnable*. We do not accept returns if there is significant damage to the shoe box or if the shoe box has been used as the shipping box. Reformation monitors returns to identify potential misuse or abuse of our return policies. We reserve the right to refuse service to anyone.


*This return policy is in addition to, and does not affect, the separate legal right of withdrawal which is available only to EEA Consumers in some circumstances. Please reach out to Customer Love if you have additional questions or need help completing a return.


How do I return an order from outside the U.S.?

We offer free returns for our international customers. Use our self-service portal to print out a prepaid label and return your items back at no additional cost. Pick-ups are not included in this service. If you live in London or Toronto, you can also return your online order to a store. Any duties and taxes paid are nonrefundable, except for orders shipping to Canada.


In your return please:

  1. Visit our Returns page and follow the steps to create your return.
  2. Print all documents.
  3. Place the Return Note (page 1) inside the mailer along with the items you are returning.
  4. Stick the Shipping Label (page 2) on the outside of the mailer. Make sure no other labels are showing.
  5. Drop off your return and the rest of the documents to the courier on the label. In some countries, you will receive a commercial invoice in your printout. In this case, you will need to place 2 commercial invoices (pages 4 & 5) in a sealed, transparent envelope. Your courier should have one available for you. Then, hand the courier the waybill (page 3) and 1 commercial invoice (page 6). In some countries, there will not be a commercial invoice in your printout*. In that case, skip this step; it will be sent electronically. Hand your courier the waybill (page 3) as a final step.

Recap:

    Inside the mailer: Return Note (page 1) and items
    Outside the mailer: Shipping label (page 2)
    Outside the mailer in a sealed, transparent envelope: 2 commercial invoices* (pages 4 & 5 if applicable)
    Hand to courier: 1 waybill (page 3) & 1 commercial invoice* (page 6 if applicable)

    *Some countries have moved to paperless commercial invoices. If you do not receive a commercial invoice in your printout, it will be sent electronically and you do not need one to make a return.

How much do international online returns cost?

Return shipping is free and there are no additional charges upon return of the merchandise. Pick-ups are not included in this service. If duties & taxes are included in the product price, you will receive a full refund of those as well. Duties and taxes that are paid separately at checkout are nonrefundable, except for orders shipping to Canada.


What do I do if I receive an incorrect, damaged or defective item?

Please reach out to our Customer Love team.


What is your in-store return policy?

For in-store purchases, we accept stuff in new condition with original tags attached for a full refund back to the original form of payment. You have 30 days to bring it back to the store. Please return the stuff you buy in-store, back to the store and in the same country it was purchased in. Your refund will be credited to the original form of payment used to make the purchase. Please note that all apothecary, lingerie, hosiery, pierced jewelry, eyewear, vintage, and final sale items are final sale. We do not accept shoe returns if there is significant damage to the shoe box.


Can I make an exchange from outside the U.S.?

We’re sorry, but we do not offer automatic exchanges for orders outside the U.S. at this time. If you want a different item or size, please return the original item here and place another order for the new item.


When will I get my refund?

Once we receive your return, please allow 3-4 business days for your return to be processed at our factory and then 5-10 business days for your bank to post the refund to your account on the original form of payment. We’ll send you an email when our team has processed your refund so you know it’s on the way.


Anything else I should know about refunds for international orders?

Your refund can only be credited back to the original form of payment. You will receive a full refund of the product price paid. Any duties and taxes paid separately at checkout are nonrefundable, except for orders shipping to Canada.


Duties & Taxes


Are taxes and duties included in my order total?

How duties, taxes and other customs fees are treated is dependent on what country you are shipping to. Deliveries to some countries are shipped without having to pay additional duties and/or taxes. This means you will not have to pay these fees separately when your order arrives. In some countries, you can choose to prepay at checkout or pay upon delivery. Check the list below to see which options are available in your country.


How are duties and taxes calculated?

Duties and taxes are calculated based on the items ordered, where they were made, your shipment destination and the value of your purchase, and are added to your order total in the shopping cart. Duties and taxes are nonrefundable except for orders shipping to Canada. If you have any other questions around duties and taxes, let Customer Love know.


This charge is determined by your local customs authority and includes:

  1. The Sales Tax applied by your country for purchases from the U.S. and
  2. Duties charged for processing by your country.

Are there any additional fees?

In some cases you will see “Fees” listed along with duties and taxes when selecting to prepay at checkout. Additional fees, when applicable, may include customs clearance fees, dangerous goods fee, remote area surcharge, high value goods clearance, broker clearance, among others.


Reformation guarantees you will not be required to pay any additional cost on delivery when you prepay these fees at checkout, either by selecting to prepay duties and taxes at checkout or if you are shipping to a country that automatically ships without an additional payment of duties as listed below.


Are duties and taxes refundable on return orders?

Any duties and taxes paid separately are nonrefundable, except for orders shipping to Canada.


How are duties and taxes handled for my country when shopping Reformation’s website?

If you are shopping in the following countries, duties and taxes are included, if applicable, and automatically ship with duties prepaid. This means you will not be asked to pay additional duties or taxes at checkout. We guarantee you will not be charged any additional fees at checkout or upon delivery.


Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hong Kong, Hungary, Ireland (Republic of), Italy, Japan, Jersey, Korea (South), Latvia, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Singapore, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, United Kingdom


If you are shopping in the following countries, you will only pay for local sales tax, if applicable, at checkout. We guarantee you will not be charged any additional fees upon delivery.


Canada


If you are shopping in the following countries, you have the option to prepay duties, taxes and fees during checkout or to pay for all duties, taxes and fees on delivery. If you select to prepay at checkout, Reformation guarantees you will not be charged any additional fees upon delivery. No surprises! However if you select to pay at delivery we can not guarantee the cost of fees upon delivery. Duties and taxes are nonrefundable by Reformation on returns for orders shipped to these destinations.


Albania, Antigua and Barbuda, Argentina, Aruba, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bolivia, Bosnia and Herzegovina, Botswana, Brunei Darussalam, Cambodia, Cayman Islands, Chile, China, Colombia, Costa Rica, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Ethiopia, Fiji, French Guiana, Grenada, Guadeloupe, Guatemala, Guernsey, Guyana, Honduras, Iceland, India, Indonesia, Israel, Jamaica, Japan, Jordan, Kenya, Kuwait, Lebanon, Lesotho, Liechtenstein, Macau, Malaysia, Maldives, Martinique, Mauritius, Mexico, Moldova, Monaco, Montserrat, Morocco, Namibia, Nicaragua, Nigeria, North Macedonia, Norway, Oman, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Qatar, Reunion, Saint Kitts and Nevis, Saint Lucia, Saudi Arabia, Senegal, Serbia, Singapore, South Africa, Sri Lanka, Swaziland, Taiwan, Tanzania, Thailand, Trinidad and Tobago, Turkey, Turks and Caicos Islands, United Arab Emirates, Uruguay, Venezuela, Vietnam


If you are shopping from another country outside of the above mentioned, you will need to pay for all duties, taxes and fees on delivery if applicable. We can not guarantee the cost of fees upon delivery. Duties and taxes are nonrefundable by Reformation on returns for orders shipped to these destinations.


Algeria, Andorra, Anguilla, Armenia, Azerbaijan, Belarus, Bhutan, Bonaire, Saint Eustatius and Saba, British Virgin Islands, Cape Verde, Comoros, Cook Islands, Curacao, Djibouti, East Timor, Falkland Islands, Faroe Islands, French Polynesia, Georgia, Greenland, Guinea, Guinea-Bissau, Haiti, Kazakhstan, Kiribati, Kyrgyzstan, Laos, Madagascar, Malawi, Marshall Islands, Mauritania, Micronesia, Mongolia, Montenegro, Mozambique, Nauru, Nepal, New Caledonia, Niue, Palau, Russia, Samoa, San Marino, Sao Tome and Principe, Seychelles, Solomon Islands, St Barthelemy, Sudan, Suriname, Tonga, Tunisia, Tuvalu, Ukraine, Uzbekistan, Vanuatu, Vatican City State (Holy See), Zambia, Zimbabwe