FAQ

COVid-19

Can I shop in your web shop despite the ongoing covid-19 situation?

YES, YOU CAN! Even during this difficult time, we are there for you to support you with our products. That means, that we’re able to accept orders and ship internationally.

Are you guys shipping as normal?

As always, we do our best, but there may be a slight delay in shipping. However, we do everything we can to ensure that you receive your order as quickly as possible, even during the current situation.

Delivery

How long is the delivery time?

We are shipping from Germany. Normal delivery time within Europe is 3-5 weekdays conditional on selected shipping method. Depending on the shipping service provider, the delivery time can increase by a few days for orders outside Europe. Due to the current Covid-19 situation, there may also be unplanned delays. However, we do everything we can to ensure that you receive your order as quickly as possible.

Can I see delivery status on my order?

You can find the tracking code for your order in the shipping information email. You will receive the email as soon as your new Rehbands have left our warehouse. For weekend orders you'll receive this mail with the start of the new week.

What shall I do if my goods are damaged when I receive it?

Please follow the instructions on the page Cancellation Rights.

What happens if I do not pick up my parcel?

Your parcel will be returned to us and we will charge a return fee. The return fee covers the forwarders cost to us.

Order

Can I make a change in my order?

No, you cannot change your order after you received the order confirmation. The reason is that we process your order for picking directly when it is obtained, so that you get your new Rehbands as soon as possible.

If you want to make a change you just place a new order and return the first order back to us within 14 days from when it is received.

If you have to change name or delivery address, please contact us. If it is still possible to change we can do that for you, please read more in our Terms and Conditions.

Can I cancel an order?

You can’t cancel your order if an order confirmation has been sent. We process your order automatically for picking as soon as we receive the order to offer you the best possible service.

If you want to cancel your order you can return it within 14 days from when it was received and we will repay the items returned.

How do I know that my shipment has arrived?

It will be delivered to your address. If it is too big you will receive a collection notification telling you where to pick it up. Besides you can find the tracking code for your order in the shipping information email. You will receive the email as soon as your new Rehbands have left our warehouse. For weekend orders you will receive the shipping information email with the start of the new week.

Returns

For how long do I have a right of return?

You can return your product up to 14 days from when it is received.

How do I make a return?

Please follow the instructions on the page Cancellation Rights.

How fast do I receive a credit when making a return or a claim?

Within 14 days from when your product is received in our return centre and your claim is accepted a credit will be issued.

Payment

When do I get charged for my purchase?

When you pay by credit card or PayPal your bank account gets charged at the same time as you place your order. If you choose prepayment or invoice as payment method, please see the instructions on the page Payment Terms.

Can I change way of delivery or payment method?

When placing your order, you can choose between different shipping methods as well as different payment methods in the checkout. If you already placed your order and received the order confirmation you cannot change anything.

Which payment methods are there?

You can pay with credit card (e.g. Visa, MasterCard, Maestro), PayPal, prepayment or invoice. Please see the instructions on the page Payment Terms.

Is my payment safe with you?

We do only cooperate with well-known payment solution providers like PayPal and Skrill, to ensure the payment security of our customers when buying in our shop. You can read more about how they operate on their webpages www.paypal.com and www.skrill.com.

Products

Do you have a product guide?

You can scroll and explore all our products at our webpage which works as our product guide.

Where do I find a size guide?

You can find size guides for the product on each product page.

Shipping

How do I know that my shipment has arrived?

It will be delivered to your address. If it is too big you will receive a collection notification telling you where to pick it up. Besides you can find the tracking code for your order in the shipping information email. You will receive the email as soon as your new Rehbands have left our warehouse. For weekend orders you will receive the shipping information email with the start of the new week.

Can I change way of delivery or payment method?

When placing your order, you can choose between different shipping methods as well as different payment methods in the checkout. If you already placed your order and received the order confirmation you cannot change anything.

Is it possible to send an order to a different delivery address than that stored in my account?

Yes, just enter the address to which your Rehbands should be delivered in the address field when placing your order.

Claims

How do I make a return?

Please follow the instructions on the page Cancellation Rights.

How fast do I receive a credit when making a return or a claim?

Within 14 days days from when your product is received and your claim is accepted a credit will be issued.

What shall I do if my goods are damaged when I receive it?

Please follow the instructions on the page Cancellation Rights.

Contact Us

How can I contact you if I have a question?

If you cannot find the answer to your question in our FAQs and need help or just want to say hello, please write us an email to info@rehband.com* or use our contact form that you can find here: contact us*.

*Please get in touch through only one method of contact as contacting through multiple channels for the same query may delay response times for you and other customers.

What is the easiest way to communicate with Rehband?

We offer our telephone customer service in English and German. So, if you don't feel at home in these languages, the best thing to do is write us an email: contact us.

How fast will I get a response?

Our customer service checks customer requests via email several times a day and will take care of your matter as quickly as possible.

What information must my email to you contain?

Be sure to include as much information as possible (e.g. Order-ID, Customer-ID, email address, pictures of damaged articles etc.). This will allow us to answer any questions you have as quickly as possible.

Login

How do I log in?

You have to register at Rehband.be to be able to log in. Choose “Register” and create a new account. Fill in all required fields in the form and ”Submit”. Next time you visit Rehband.be you can log in.

I have forgotten my password, what do I do now?

You can request a new password with the forgot password form. For security reasons a link is sent to your registered e-mail address which you shall use to reset your password.

I have requested a new password, but have not received an email, what went wrong?

If you have forgot your password and want a new one sent to you via e-mail you have to submit the same e-mail address used when registered.

I cannot remember the e-mail address used when registered, what do I do?

If you don’t remember your e-mail address used, please contact our customer service.

Which information can I find at my account?

You can track previous purchases, account information and you can change your account settings and information.