Your order confirmation is sent within a few minutes of checkout. If you do not see it, check your spam and promotions folders first, since automated emails often end up there.
If nothing has arrived after an hour, email us at support@reedbarrow.com with the name and email address you used at checkout and we will resend it. In most cases it is simply a typo in the email address.
Yes, free of charge, as long as your order has not been dispatched yet. Email us at support@reedbarrow.com with your order number as soon as possible and we will cancel it and issue a full refund.
Once an order has shipped it can no longer be cancelled, but you can still return it within 30 days of delivery under our Return & Refund Policy.
If your order has not shipped yet, we can usually still correct it. Email support@reedbarrow.com immediately with your order number and the correct address.
Once a parcel is with the carrier the address can no longer be changed, and undeliverable parcels may cause delays or additional shipping costs.
If your order contains multiple items, they may ship separately from different fulfillment locations and arrive on different days. You will receive separate tracking information for each parcel.
This never costs you anything extra.
Standard shipping is free on every order, with no minimum order value. The price you see at checkout is the price you pay.
We ship to the United States only, including all 50 states and Washington D.C.
We are not able to ship to US territories, APO, FPO or DPO addresses, or PO Boxes at this time.
Total estimated delivery time is 6 to 13 business days:
Orders placed before 5:00 PM ET enter processing the same business day. Orders placed after that, or on weekends and federal holidays, are processed the next business day.
We work with USPS, UPS and FedEx. The carrier used depends on availability and the most efficient route for your parcel.
You will see which carrier is handling your delivery in your shipping confirmation email.
Once your order is dispatched you receive a shipping confirmation email with a tracking number and a tracking link.
If you have not received tracking information within 4 business days of placing your order, email support@reedbarrow.com and we will look into it right away.
Usually not. Parcels travelling internationally go through stretches where they are in transit or being processed through customs without producing a new scan, so a few quiet days is normal.
If your tracking has not moved for more than 7 business days, contact us at support@reedbarrow.com and we will chase it with the carrier.
No. All orders are shipped Delivered Duty Paid, which means we pay all applicable import duties, customs fees and clearance charges on your behalf. You will never be asked to pay anything extra when your parcel is delivered.
If a carrier ever contacts you asking for a payment related to a Reed & Barrow order, please do not pay it and contact us immediately at support@reedbarrow.com.
Where we are required to collect it, state and local sales tax is calculated automatically and shown clearly at checkout before you confirm your order. There are no hidden charges added afterwards.
If your order has not arrived within 20 business days of your order date, contact us at support@reedbarrow.com. We will open an investigation with the carrier and find the best solution for you, which includes a replacement or a full refund.
If your parcel arrives damaged, or the tracking shows it as delivered but you have not received it, contact us straight away rather than waiting.
You can return any eligible item within 30 days of the date your order is delivered. The item must be unused, unworn and unwashed, in the same condition as you received it, with all original tags attached and in its original packaging.
Contact us first at support@reedbarrow.com to receive your return authorization and the return address. Full details are in our Return & Refund Policy.
No. We do not charge a restocking fee on any return. A 0% restocking fee applies to every product and every return reason.
When your return is approved you receive the full purchase price of the returned item back, with no processing fee, administration fee or percentage deducted for handling.
Defective, damaged or incorrect items: we cover the return shipping costs in full.
Change of mind returns (wrong size, wrong product, changed your mind): return shipping is your responsibility. The cost depends on the carrier and service you choose. We do not charge a fixed return fee ourselves.
Email support@reedbarrow.com or use our contact form with:
We begin processing every return request within 2 business days and send you an email with your return authorization, the return instructions and the full return address.
Please do not ship a return before contacting us, since parcels sent without prior authorization cannot be traced back to your order and may not be accepted.
Returns go to our international returns processing center. Because we work with more than one fulfillment location, the correct return address depends on the item you are returning.
We send you the full address by email once your return request is approved, always within 2 business days.
Refund processing takes 5 to 10 business days from the day we receive your returned item. After the refund has been processed it may take an additional 3 to 5 business days for the funds to appear in your account, depending on your bank or payment provider.
Refunds always go back to the original payment method.
If the timeframes above have passed, check your bank account again and contact your card issuer or bank, since processing times vary between providers.
If you have done that and still have not received your refund, email support@reedbarrow.com and we will investigate it for you.
Yes, subject to stock availability. Once we have received and inspected your returned item we ship the replacement. Allow 5 to 10 business days for processing, plus the standard delivery time.
No exchange fee and no restocking fee is charged. If the item you want is no longer available we issue a full refund instead.
For hygiene and safety reasons we cannot accept returns of:
This does not affect your rights if one of these items arrives defective or damaged. Contact us and we will find a suitable solution.
Contact us within 7 days of delivery at support@reedbarrow.com with:
We will assess it and offer a replacement, an exchange or a full refund, whichever you prefer. We cover all shipping costs in these cases.
We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay and Shop Pay. All payments are processed in US Dollars (USD).
The methods available at checkout can vary slightly depending on your device and browser.
Yes. Our entire website is secured with SSL encryption, so everything sent between your browser and our servers is encrypted. Payments are handled by Shopify Payments, powered by Stripe, which is fully PCI-DSS compliant.
We never store your full card details on our own servers. More detail is in our Payment Policy.
First check that your payment details are correct and that your card or account has sufficient funds. If that does not solve it, try an alternative payment method or contact your bank.
Banks sometimes block a first transaction with a merchant they do not recognize, and a quick call usually clears it.
This is almost always a temporary authorization hold rather than an actual charge. Payment providers place a hold while a transaction is being verified, and it is released automatically if the order does not go through.
Email support@reedbarrow.com with the amount and the date and we will confirm what happened.
Please contact us first at support@reedbarrow.com before starting a chargeback. We resolve payment disputes quickly and fairly, and in most cases we can sort it out faster than a chargeback process can.
Reed & Barrow is an online fashion store operated by Velo Goods Retail, a company registered in the Netherlands at Wilderbeekstraat 40, 5931 KW, Tegelen.
Velo Goods Retail is the legal seller and is responsible for fulfilling every order placed through this website. Full details are in our Terms of Service.
No, we sell online only. That keeps our overhead low, which is how we are able to offer free shipping on every order.
Email us at support@reedbarrow.com or use our contact form.
Customer service hours are Monday to Friday, 9:00 AM to 5:00 PM CET (3:00 AM to 11:00 AM ET). We aim to respond to every message within 24 hours.
We only use your personal information to fulfill your order, provide customer service, keep our store secure and, where you have agreed to it, send you marketing. We do not sell your personal information for money.
You can request access, correction or deletion of your data at any time by emailing support@reedbarrow.com. Full details are in our Privacy Policy.
If there’s anything we haven’t covered above, please feel free to get in touch. Our team will be happy to help you both with choosing products and placing orders.
