At Reformation (thereformationes.com), our commitment to you goes beyond creating sustainable, stylish clothing—it extends to providing thoughtful, transparent customer service that aligns with our values. We believe every interaction should be as intentional as the pieces we design, so we’ve crafted this policy to ensure your needs are met with care, clarity, and respect.
Our Service Promise
We strive to make your shopping experience seamless, from the moment you browse our site to the day your order arrives (and beyond). Our customer service team is dedicated to:
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Responding to your inquiries promptly—we aim to reply to all emails within 24-48 business hours (excluding weekends and holidays).
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Providing accurate, helpful information about our products, sustainability practices, sizing, and orders.
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Resolving issues with empathy and fairness, prioritizing your satisfaction while upholding our commitment to sustainability.
Returns & Exchanges
We want you to love your Reformation pieces as much as we do. If something isn’t quite right, here’s how we can help:
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Eligibility: Items must be returned within 30 days of delivery, in their original, unworn condition (with tags attached) and original packaging. Final sale items (marked “Final Sale” on the product page) are not eligible for returns or exchanges.
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Return Process:Email our team at service@thereformationes.com with your order number and reason for return.
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We’ll send you a prepaid return label (to keep our carbon footprint low, we use digital labels and encourage reusable packaging).
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Ship the item back to us—once we receive and inspect it (usually within 5-7 business days), we’ll process your refund to your original payment method or issue store credit for exchanges.
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Sustainability Note: To reduce textile waste, we donate gently returned items to ethical secondhand partners or repurpose them into new products whenever possible. Thank you for helping us minimize waste!
Order & Shipping Inquiries
Need updates on your order? Here’s what you need to know:
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Order Tracking: Once your order ships, you’ll receive a confirmation email with a tracking number. You can use this link to check the status of your delivery at any time.
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Shipping Delays: While we aim to ship orders within 2-3 business days, occasional delays may occur due to high demand or logistical challenges. If your order is delayed beyond the estimated delivery date, please reach out to us—we’ll investigate and keep you informed.
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Address Changes: We can only modify your shipping address if your order hasn’t been shipped yet. Contact us immediately at service@thereformationes.com with your order number and updated address to request a change.
Sizing & Product Questions
Finding the perfect fit is key to loving your Reformation clothes. We’re here to help:
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Check our Size Guide (linked on each product page) for detailed measurements and fit notes.
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If you have questions about fabric care, sustainability details, or product details, email our team—we’re happy to share specifics (like how a fabric is sourced or how to care for it to make it last).
Contact Us
The best way to reach our customer service team is via email:
Email: service@thereformationes.com
Business Hours: Monday-Friday, 9:00 AM - 6:00 PM (GMT+1)
Thank you for choosing Reformation. Your support helps us build a more sustainable fashion future—and we’re grateful to have you with us.
