FAQs

Welcome to the Reilly & Nelson FAQ. Below you’ll find answers to the most common questions about ordering, shipping, tracking, returns, refunds, exchanges, and payments.

If you can’t find what you’re looking for, contact us at info@reillyandnelson.com - We aim to respond within 24 hours.

Orders & Shipping

1. How long does delivery take?

Our estimated delivery time is 7–10 business days from the date of purchase.

This consists of:

  • Order handling: 1–2 business days, Monday through Friday

  • Transit time: 6–8 business days, Monday through Friday

Please keep in mind that carrier delays, holidays, weather conditions, or other circumstances outside our control may occasionally affect delivery times.

For more information please visit our Shipping Policy. 

2. Is shipping free?

Yes. Shipping is free on all orders within the United States, with no minimum order amount required.

3. Where do you ship?

We currently ship to addresses within the United States only.

At this time, Reilly & Nelson does not offer international shipping.

4. When will my order be processed?

Orders are generally processed within 1–2 business days, Monday through Friday.

Our daily order cutoff time is 5:00 PM ET (Eastern Time).

Orders placed after 5:00 PM ET will begin processing on the next business day, which may add an additional business day to your estimated delivery timeframe.

5. How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking information.

You can use the tracking number provided to follow your shipment through the relevant carrier's tracking service or through our Order Tracking Page where available.

6. Which shipping carriers do you use?

Depending on your order and delivery location, we may ship your package using one of the following carriers:

  • USPS

  • UPS

  • FedEx

The carrier used for your order may vary depending on the destination and fulfillment requirements.

7. What should I do if my package is delayed or lost?

If your order appears to be delayed, lost, or you notice another delivery problem, please contact us at info@reillyandnelson.com

Include your order number and any relevant tracking information so our customer service team can review the shipment and assist you.

8. What should I do if I receive a damaged, defective, or incorrect item?

Please contact us at info@reillyandnelson.com and provide your order number together with details about the issue.

If your product is incorrect, defective, or was damaged during delivery, you will not be responsible for the return shipping cost.

Our customer service team will provide you with the appropriate return instructions.

Returns & Exchanges

9. What is your return policy?

We offer a 30-day return period.

You have 30 days from the date you receive your order to request a return.

To qualify for a return, the product must be:

  • Unused

  • In its original condition

  • Returned in its original packaging

  • Returned with its original tags, accessories, documents, and included materials

For more information please visit our Return & Refund Policy.

10. How do I return an item?

To start a return:

1. Contact us
Email info@reillyandnelson.com with your order number and the reason for your return.

2. Prepare your item
Securely package the product in its original packaging and include all original tags, accessories, documents, and other materials.

3. Follow the return instructions
We will send you return instructions by email. Please ship the item according to the instructions provided in your return authorization.

Please do not send a return without first contacting our customer service team.

11. Do I have to pay for return shipping?

It depends on the reason for your return.

Damaged, defective, or incorrect products:
You will not be charged for return shipping when you received an incorrect product, the item was damaged during shipping, or the item is otherwise defective.

Change of mind:
If you ordered the wrong item or size, the product does not fit, or you simply no longer want the item, you are responsible for the actual return shipping cost.

Original shipping charges are non-refundable.

12. Do you charge a restocking fee?

No. We do not charge any restocking fees.

Our restocking fee is $0.

13. Can I exchange an item?

Yes.

If you would like to exchange an eligible item for another size, color, or product, contact us at info@reillyandnelson.com

Our customer service team will guide you through the exchange process.

14. Are any products non-returnable?

Certain products may not be eligible for return due to hygiene or safety reasons.

If a product is non-returnable, this will be clearly indicated on the relevant product page.

Refunds

15. When will I receive my refund?

After we receive your return, we will inspect the product to make sure it meets our return requirements.

Once the return has been approved, your refund will be issued to your original payment method.

It may take up to 7 business days for the refund to appear in your account after it has been processed. The exact timing depends on your bank or payment provider.

For more information please visit our Return & Refund Policy.

16. Where will my refund be sent?

Approved refunds are normally returned to the original payment method used when placing the order.

The time it takes for the funds to appear can vary depending on your bank or payment provider.

Payments

17. What payment methods do you accept?

We currently accept:

  • Visa
  • Mastercard
  • Discover
  • American Express
  • UnionPay
  • Apple Pay
  • Google Pay

Payment must be successfully completed before an order can be processed and shipped.

For more information please visit our Payment Policy.

18. Is my payment information secure?

Yes. We use secure checkout technology, SSL encryption, and the trusted payment provider Whop to process transactions.

Reilly & Nelson does not directly store your complete credit or debit card information.

19. What currency are your prices displayed in?

Our store prices are listed in United States Dollars (USD) unless otherwise indicated.

Where supported, prices may also be displayed in your local currency during checkout.

The final amount applicable to your order will be displayed before you complete your purchase.

20. Are there additional shipping charges at checkout?

No. Eligible orders shipped within the United States qualify for free shipping, with no minimum purchase amount required.

The applicable total for your order will be shown during checkout before you complete payment.

21. Can I use a discount code?

Yes.

Discount codes can be entered during checkout. Unless otherwise stated, one discount code may be used per order.

22. Does Reilly & Nelson store credit expire?

Store credit issued by Reilly & Nelson is provided as a digital gift card and does not expire.

23. What happens if my payment is declined?

If your payment is declined, unsuccessful, or cannot be authorized, your order will not be confirmed or processed.

You may need to try another payment method or contact your bank or payment provider for additional information.

For certain transactions, we may request additional information or verification as part of our fraud-prevention procedures.

Customer Service

24. How can I contact Reilly & Nelson?

You can contact our customer service team by email, phone or the contact form:

Email: info@reillyandnelson.com
Phone number: +1 781-621-9775
Contact form: Click here

We aim to respond to inquiries within 24 hours.

25. What are your customer service hours?

Our customer service hours are:

Monday to Friday: 9:00 AM – 6:00 PM ET (Eastern Time)
Saturday and Sunday: Closed

Messages received outside our customer service hours will be reviewed as soon as possible during our next available business hours.

Still Have a Question?

If your question has not been answered above, please contact our customer service team at info@reillyandnelson.com
Phone number: +1 781-621-9775

Please include your order number when contacting us about an existing order so we can assist you more efficiently.

Store name: Reilly & Nelson
Company name: S&S DotCom VOF
Company number: 42008203
Warehouse Address: 481 Wildwood Ave, Woburn, MA 01801, United States
Company Address: prof. Johanna Westerdijkstraat 74, Badhoevedorp, NH, 1171KM, Netherlands

Email: info@reillyandnelson.com
Phone number: +1 781-621-9775
Contact form: Click here

We aim to respond to your inquiries within 24 hours.

Customer Service Hours
Monday to Friday: 9am - 6pm (ET)
Saturday and Sunday: Closed