FAQ

1. Orders & Payments

  • How do I place an order?

    • Simply click the "Buy it now" button on the product page and then proceed to checkout. Fill in your shipping details and payment information to complete your purchase.

  • What payment methods do you accept?

    • International: Credit and debit card
    • Thailand: Credit card and bank transfer

  • Can I change or cancel my order after placing it?

    • We ship out orders at 8:00 AM (GMT+7) on business days.
      If you place an order before 8:00 AM, it will be processed and shipped the same day.
      If you place an order after 8:00 AM, it will be shipped the next business day.
      If you'd like to cancel, please do so before 8:00 AM — once your order has been dispatched, we’re unable to cancel it.

      For example, if you order at 1:00 AM, your order will be shipped at 8:00 AM that same day. 

 

2. Shipping & Delivery

  • Do you ship internationally?

    • Yes, we do! International shipping is available — shipping fees and delivery times may vary depending on your location.

  • How much is shipping?

    • International: Shipping fee may vary depending on your location. Feel free to message us before placing your order for a quote.
    • Thailand: Free delivery

  • How long does delivery take?

    • International: Delivery time varies depending on your location. Feel free to chat with us before placing your order for an estimate.
    • Thailand
      • Bangkok: Approx. 2–3 business days, same day delivery is also available via messenger.
      • Other provinces: Approx. 4–5 business days

  • Can I track my order?

    • International: Thailand Post Track & Trace click
    • Thailand: J&T Express Track & Trace click


3. Refund, Returns & Exchanges

  • What is your refund policy?

    • Refunds are not available.
      However, we’re happy to offer an exchange if there’s an issue with the hardware (such as clasps, hooks or zippers) within 30 days of receiving your order.

  • How do I return or exchange an item?

    • Simply chat with us via Facebook, Instagram DM or LINE and our team will guide you through the process. We're here to help.

 

4. Product Information

  • What materials are used in Reina bags?

    • Most of our bags are made from genuine leather. Some collections also combine leather with premium canvas for a stylish and durable finish.


5. Account & Membership

  • Do I need an account to order?

    • No account needed — you can check out as a guest anytime.

  • How can I reset my password?

    • Click ‘Forgot your password?’ on the login page, and follow the instructions to reset it.

  • What are the benefits of signing up?

    • Creating an account makes checkout faster, lets you save your cart, and track your order history with ease.


6. Contact & Support

  • How do I contact Reina’s customer service?

    • Reach out to us anytime via Facebook, Instagram DM, or LINE (@reinabag)

  • What are your business hours?

    • We’re available daily from 9:00 AM to 8:00 PM (GMT +7).

  • Do you offer customer service in Thai and English?

    • Yes, we’re happy to assist you in both Thai and English.