Frequently Asked Questions

This is the first question

Everyone is unique and will see different changes in their bodies during pregnancy, and not everyone will be lucky enough to experience that radiant and plumped pregnancy ‘glow.’ Some people might not notice any difference in their skin, but most of the time one or more of the following concerns may appear as explained above: Your skin may experience an increase in sensitivity and discomfort. Your skin could feel drier and more dehydrated than usual. Your skin may become more prone to breakouts. Your skin is more likely to experience some hyperpigmentation. Disclaimer: Everyone is unique, so we recommend that you consult your physician to review any over-the-counter medications and personal care products you plan to use during pregnancy or while nursing.

Question 2

Answer 2

Question 3

Answer 3

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Account

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What are the benefits creating an account with REN Clean Skincare?

By creating a REN Clean Skincare account, you are eligible for exclusive benefits from our Clean Rewards programme plus 15% off your first order when you subscribe. Your REN account also enables you to shop easily without having to enter your details each time.
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How do I subscribe to your newsletter?

It's super easy. Just scroll to the bottom of any page (even this one) on www.renskincare.com, enter your email address and click 'Join Us'.

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How do I unsubscribe from your newsletter?

Ouch. We’re sorry to see you go, but no hard feelings. You can unsubscribe at the bottom of our newsletter, or just email your request to customercareuk@renskincare.com.
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How do I create an account?

Good choice. Just follow the steps from on this page and set up your own REN Clean Skincare account. With an account you can see order updates, and get exclusive benefits and rewards.
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How do I delete my account?

We're sorry to see you go - remember, your REN account is free and enables you to shop easily without having to enter your details each time along with exclusive discounts and promotion on our website.

If you'd still like to deactivate your account, please send your request to us at customercareuk@renskincare.com and we will close your account.

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How do the reward points work?

Once you have registered to the REN Clean Rewards programme, you'll earn 1 point for every £1 you spend to put towards spending on REN Clean Skincare products. Keep a look out for special occasions when we'll be running promotions for extra reward points. Each time you place an order we’ll update you on how many points you have added to your account and each time you log into your account, you will see the latest total.
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How do I change my password?

In order to change your password you will need to reset it. On the Login page just click on the Forgot your password? link. An email will be sent asking you to confirm your new password. Simply follow the link and you’re all set!
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Can I get a gift card?

Gift cards are not currently available. But stay tuned, we aim to work on this in the future.
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Do I have to create an account to shop with you?

Nope - you can place your order as a guest. But you won’t be able to earn loyalty points, and you won’t benefit from an introductory 15% off. 
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How does REN Clean Rewards work?

You’ll earn 1 reward point per £1 you spend at www.renskincare.com. You can also get rewarded for referring friends or leaving a product review. For the full lowdown, check out the Rewards section on the My Account page.

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How do I redeem my reward points?

Once you have enough points to qualify for a reward, these will show in the Rewards section of the My Account page.

Order

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How do I place an order?

You can buy REN products here.

We don't take orders over the phone. But if you have any questions about how to place an order on our website, please contact our customer care team by email at customercareuk@renskincare.com.


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Can I amend my order?

Unfortunately we are unable to amend orders. If you have any questions please email our customer care team at customercareuk@renskincare.com.
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Can I cancel my order?

Please note that we are unable to cancel orders as these are processed continuously throughout the day.

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What can I do if I didn’t receive my order confirmation email?

Please check your junk and spam folders. Not there? Please email our customer care team at customercareuk@renskincare.com and we will be happy to help.
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What can I do if there is a missing item in my order?

Apologies if we made a mistake. Please email our customer care team at customercareuk@renskincare.com and we will organize to send out the missing item for you.
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What can I do if I received the wrong item?

Apologies if we made a mistake. Simply email our customer care team at customercareuk@renskincare.com to organize a product return. We will investigate with our warehouse and organize to send out the correct item for you.

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What can I do if I received a faulty item?

We apologise if you received a faulty item. Please email our customer care team at customercareuk@renskincare.com and provide clear images of the product and its fault as well as the batch code printed on the crimp/base of the product. Once we receive it, a replacement item will be sent out to you.
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What can I do if I didn’t receive samples with my order?

If you're eligible for free samples, these must be selected in your shopping cart before you place your order once you have hit the threshold order value. This is to minimise waste if you don't want your samples. We're unable to send these out to you after your purchase has been made. However, if you can see you have selected your samples in your order confirmation yet they have not arrived, please email our customer care team at customercareuk@renskincare.com and we will look into this for you.
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Are there any Custom Charges for my order?

We will deduct 20% tax from the value of orders delivered to Guernsey, Jersey, The Channel Islands and outside the EC. Customs duty, tax and applicable fees will be assessed on your purchases. The recipient will have to pay these charges separately when the package is delivered. For more information contact your nearest Customs Office.

VAT refunds for orders sent to BFPO addresses

We can refund VAT on orders sent to BFPO addresses, if the address is located outside of the United Kingdom. The refund of the VAT will take place after your order has been placed. To request a VAT refund, please email our customer care team with your order number at customercareuk@renskincare.com.

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Can you provide a VAT Invoice?

Yes, we can. Simply email our customer care team at customercareuk@renskincare.com and we will send one out to you.

Payment, Promotions and Reward Points

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Can I use more than one promotion online?

Only one promotional code can be applied per order. Please check the details of the promotion when you receive it or email our customer care team at customercareuk@renskincare.com with your enquiry.
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Where do I apply my promotion code?

You can enter the promotion code in the ‘Gift card or discount code’ box on the right hand side of the checkout page.
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Am I entitled to free delivery?

We currently offer:

Free Standard Delivery on orders over £30 shipping to the UK

Free Next Day Delivery on order over £75 shipping to the UK (this excludes Saturday Delivery)

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Do you offer a student discount?

Please visite our Student Discount page for more information.
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Do you have any offers running at the moment?

The best way to stay up to date with offers is to sign up to our newsletter and follow us on Instagram. You can also visit our Offers page.

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What can I do if the promotion code does not work?

To help ensure the validity of a Promo Code when placing a new order, we suggest checking the following:

  • Check that the promo code is entered in the box exactly as it was given to you
  • Check that the promotion date hasn’t expired
  • Check that only 1 promotion is applied to the order

If you've tried all of the above and are still having problems, simply email our customer care team at customercareuk@renskincare.com and we will be happy to help.

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What can I do if the promotion was not applied correctly on my order?

If you're having trouble with your promotion code, please email our customer care team at customercareuk@renskincare.com before you place your order and we'll be able to look into this for you. 
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When will my account be charged for my order?

We take payment instantly, whichever payment method you have chosen to use. 
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What can I do if the payment for my order has been declined?

If your payment has been declined, then you’ll need to place your order again. We’re not able to reinstate an order once the payment has been declined.

To help ensure your order is not declined when placing a new order, we suggest checking the following:

  • Make sure you verify card details are entered correctly – the security code is a three-digit number found on the back of your card.
  • Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.
  • Alternatively, try paying with another card.

If you've tried all of the above and are still having problems, please contact our customer care team at customercareuk@renskincare.com and we will be happy to help.

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Can I return items redeemed using my reward points?

Yes, you can. If you wish to return an unwanted item back to REN, simply address your package to FREEPOST REN and our customer care team will be in contact with you once we receive your items. Please include a note with your name, address and contact details.

Once your return is processed, the reward points will be added back to your account but only when an order is fully refunded.
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My order did not complete and I lost my reward points?

Unfortunately, even though the order was incomplete, the system ‘thinks’ that the order was placed and automatically deducted reward points.

Simply email our customer care team at customercareuk@renskincare.com and we will be happy to add your reward points back into your account.

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Can you send me samples?

Unfortunately we are unable to send out samples free of charge at the moment.
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When do my reward points expire?

You have 365 days from the day you last placed an order to redeem your points. If you have any other questions or concerns regarding reward points, please feel free to contact our customer care team at customercareuk@renskincare.com.

Product

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What can I do if my product doesn’t appear to be full?

All our new products are manufactured using vacuum pack to store the content of the product. This form of packaging is to prevent sensitive and active ingredients from being compromised by oxidation.

Our manufacturers will fill by weight rather than a visual fill. We work to the EU Regulation of average fill (Estimated Symbol ‘e’) which will always be more than the nominal quantity stated on the label.

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Can I get an allergic reaction from REN Clean Skincare products?

Although allergic reactions to REN Clean Skincare products are very rare, if you think you have suffered from an allergic reaction, please stop using the product. It is possible to be allergic to pretty much anything including essential oils and other natural ingredients. If you suspect you have a sensitivity we would strongly recommend that you test a small amount of any new product on the inside of your elbow. If you experience any redness or tingling you should return the product for a refund.
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What can I do if the pump is faulty?

Occasionally an air bubble gets into the pump and stops it working. Almost always the following method will clear the air from the pump. Hold the bottle upside down with the lid on and bang the bottle down against a solid surface two or three times. You would need to ensure not to do this on a surface that will mark. This will almost always clear the air bubble. If the problem persists please contact us at customercareuk@renskincare.com.

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What can I do if I’ve purchased elsewhere and the product is faulty?

We apologise if the product you have purchased elsewhere is faulty. At your earliest convenience please contact the stockist where you purchased it from to seek a refund or exchange.
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What can I do if my product changed colour?

The formula of REN Clean Skincare products has not changed. However the use of natural ingredients can vary slightly in different batches in terms of colour, texture and fragrance. This is simply an effect of using natural ingredients.
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What is the shelf life of REN Clean Skincare products?

Our products are tested to have a shelf life of more than 30 months and so are not required to have a specified expiry date. We recommend keeping our products away from direct sunlight and any heat sources
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Why do REN Clean Skincare products come in cartons?

Cartons had to be introduced as international regulations require that we label our products in different languages. Our cartons are made from paper from managed forests and are printed with vegetable ink.
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Where are your products manufactured?

All REN Clean Skincare products are manufactured in the UK.
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Is REN Clean Skincare's packaging recyclable?

Our Zero Waste Ambition: to use only packaging that’s recycled, recyclable or reusable by 2021.

There’s no quick-fix solution to sustainability, but constant research and innovation with our likeminded suppliers is making sure we get it right, being proud to offer premium clean skincare that’s packaged for the planet. To read more about our journey so far please visit this page.
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Where can I buy REN Clean Skincare products?

To purchase a REN Clean Skincare product, you can place your order directly on this site.

In the UK you can also find us at Space NK, Marks & Spencer, Selfridges, John Lewis Partners and Liberty London.
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Can REN Clean Skincare be used on children?

We would recommend using the smaller amounts possible of our products on young children. Having said this, REN Clean Skincare products are free from skin-unfriendly ingredients such as synthetic fragrance, pore-blocking petrochemicals, sulphate detergents, synthetic colours, animal ingredients, parabens or other potential irritants and so are particularly suitable for children. If your child has any allergies or skin conditions then you should first consult your GP or pharmacist.
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Is REN Clean Skincare safe to use during pregnancy?

None of our products contain ingredients at levels which should cause concern during pregnancy or while trying to get pregnant. However, certain products contain ingredients such as essential oils that some women choose to avoid entirely during pregnancy. If you have any concerns at all we advise you to consult your GP or pharmacist and show them the ingredient list before using the product. Our ingredients lists are available on our website. (Just select the product you are interested in and you'll see a tab to click on for the ingredient listing).
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What is your policy on animal testing?

We do not test any of our products on animals. Our products are not tested on animals on our behalf by any third party.



It is unfortunately the case that every ingredient used in all skincare products would have been tested on animals at some point in the past by the ingredient supplier prior to the ingredient being licensed for use in cosmetic products. The European Commission has implemented a marketing ban on any cosmetic products that have been tested on animals or contain ingredients that were tested on animals after 11th March 2013. This means that any products that are tested on animals after this date or contain ingredients that were tested on animals after this date are now banned from sale in the EU.

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Is REN Clean Skincare suitable for vegans?

Please check out our Vegan collection to see which of our products are vegan-friendly.

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Is REN Clean Skincare paraben free?

We do not use synthetic fragrance or colours, pore-blocking petrochemicals, silicones, sulphates, PEGs, TEA/DEA, parabens, urea or animal ingredients in our products.
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Do REN Clean Skincare products contain nuts?

The following products contain nuts:
 
AHA Smart Renewal Body Serum
Evercalm™ Overnight Recovery Balm
Guérande Salt Exfoliating Body Balm
Moroccan Rose Otto Ultra-Moisture Body Oil
Overnight Glow Dark Spot Sleeping Cream
Perfect Canvas Clean Jelly Oil Cleanser
Rosa Centifolia™ No.1 Purity Cleansing Balm
Rose O12 Moisture Defence Oil

If you have any concerns at all we advise that you consult your GP or pharmacist and show them the ingredient list before using any of our products.

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Do REN Clean Skincare products contain gluten?

The following products contain gluten:

AHA Smart Renewal Body Serum
Keep Young And Beautiful™ Firm And Lift Eye Cream
Keep Young And Beautiful™ Firming And Smoothing Serum
Overnight Glow Dark Spot Sleeping Cream
Perfect Canvas Clean Jelly Oil Cleanser
V-Cense™ Revitalising Night Cream
V-Cense™ Youth Vitality Day Cream

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Is REN Clean Skincare organic?

Organic is a term principally used in relation to food where it has a clear and well-understood definition - the growing and preparation of food products without the use of chemical fertilisers, GM ingredients and chemical additives such as preservatives, colourings etc.

Increasingly, however, organic is a term that is being applied to skincare products. Currently, its meaning in this context is rather vague.

On one hand, the definition of organic when applied to essential oils and vegetable oils used in skincare products is clear since it is similar to food products.

However, it is impossible to make skincare products using just essential oils and vegetable oils. It is in the area of the other ingredients necessary in skincare such as emulsifiers, stabilisers, preservatives and so on that the term “organic” is harder to sensibly define.

At REN Clean Skincare, we are concerned that a focus on the word “organic” is being used to distract consumers away from the more serious issues about the ingredients contained in the skincare products they are buying. For example, an “organic” sulphate (i.e. derived from organic coconut oil) is still as harsh a detergent as one that is derived from ordinary coconut oil. The real challenge is to create foaming products that use more gentle alternatives to sulphates.

REN Clean Skincare’s approach is to make 'clean' products. By 'clean' we mean: modern, sophisticated, effective, pleasurable to use products that are free from the skin-unfriendly ingredients routinely used in the skincare industry today. REN Clean Skincare do not use synthetic fragrance or colours, pore-blocking petrochemicals, silicones, sulphates, PEGs, TEA/DEA, parabens, urea or animal ingredients in their products.

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Is REN Clean Skincare natural?

We are obsessive about our products meeting two clearly defined standards.

Firstly, they must be free of any ingredients that have a history of causing skin sensitivity or are known to be "unkind" to the skin.

Secondly, our products must deliver category leading performance in terms of effectiveness and pleasure to use. If we can't achieve both for a given product then we won't launch it.

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Do REN Clean Skincare products contain SPF?

While our daily moisturisers do not contain sunscreen, Clean Screen Mineral SPF 30 is designed as a daily, sun-protective complement to your skincare routine. Use it after moisturiser and before primer to block UVA, UVB and blue light rays.

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Do you use preservatives?

We use vacuum packaging for our products. This packaging ensures that germs from the air and from your fingers cannot come into contact with the product in the bottle. This reduces the requirement for preservatives to an absolute minimum. We are continually reviewing the preservatives that we use.
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Does REN Clean Skincare use nanotechnology?

None of our products contain nanoparticles and no processes used in producing our products/ingredients create any nano-sized particles as a by-product. No nanoparticles are incorporated in our products by any other means.
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Do your products contain synthetic microbeads?

We do not use synthetic microbeads (plastic beads) in any of our products. The Micro Polish Cleanser contains Amber Powder as the exfoliator and the Rosa Centifolia Gentle Exfoliating Cleanser contains microbeads of Jojoba Wax as the exfoliator.
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What does the REN Clean Skincare stamp mean?

Our Clean Stamp shows what ingredients we don’t use in our products. The full list of ingredients we will not use is as follows: REN Clean Skincare products are free from synthetic fragrance, pore-blocking petrochemicals, sulphate detergents, silicones, synthetic colours, animal ingredients and parabens. In addition, REN Clean Skincare products do not contain potential irritants including: glycols and diglycols (such as propylene glycol), PEG's, PPGs, urea, D.E.A, T.E.A, PABA and other synthetic sunscreens, aliphatic alcohols/hydrocarbons, phthalates, fumarates, amines, alkanolamines, synthetic AHAs/BHAs, polyacrylamide, metacrylate, elastomer, poloxamer, styrene, vinyl, polyquaternium, synthetic chelating agents, nylon, nitriles, nitrates, nitrosamine releasers, bromates, fluor, aluminum and alumina.
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Our statement on Clean Screen and Ocean Safety.

Recent studies have suggested the potential negative environmental effect of certain chemical UV filters on the health of corals. Because of this, REN Clean Skincare does not use chemical UV filters and instead uses non-nano mineral Zinc Oxide from a natural origin considered to be more reef friendly. We are committed to monitoring new scientific research and environmental guidelines to continue to develop great products for both your skin and our planet.  

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Our Infinity Recycling Pack.

What makes Infinity Recycling new tech so ground-breaking?

Through infinity recycling we are able to fully regenerate plastic waste making recycled plastic identical to virgin. This is the first time this technology has been used in premium beauty packaging and is opening a future where plastic can be infinitely recycled without losing its quality.

Has REN Clean Skincare developed this alone?

We have partnered with SABIC to pioneer the use of this new certified recycled plastic. REN Clean Skincare is the first premium beauty brand using this new material from SABIC.

How does Infinity Recycling differ from existing recycling?

Existing recycling methods are mechanical - this means plastic waste is cut into small pieces to be recycled. Infinity Recycling uses heat and pressure to break down plastic waste.

What are the advantages of using Infinity Recycling?

This new ground-breaking recycling technology allows us to recycle mixed plastic waste otherwise destined for incineration or landfill. Infinity Recycling also delivers a high-quality transparent plastic that is identical to virgin plastic.

Returns – Refund, Exchange and Replacement

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What is your returns policy?

If you are not completely satisfied with your order we can offer a refund providing that goods are returned to us within 30 days of purchase. For more information please visit our Returns page.

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How do I return something to you?

We are more than happy to accept returns for a refund for orders placed on our website.

For UK customers
Goods must be returned within 30 days of the goods being delivered to you.

Please contact our customer care team at customercareuk@renskincare.com to notify them of your return. You will be given a returns number, please include this alongside your name, address and original order number and reason for return/exchange with your returned products and post to: FREEPOST REN Clean Skincare. We aim to process returns within seven working days of receiving them.

For International customers
Please return your product to us at REN Clean Skincare, Union House, 182-194 Union Street, London SE1 0LH using recorded postal service and we can process a refund or an exchange for you.

Please also include a note with your name, address and contact number and we will be in touch as soon as we received your return. Please contact our customer care team at customercareuk@renskincare.com to notify them of your return.

Exchanges.
Unfortunately we cannot offer exchanges at the moment.

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I’ve purchased elsewhere and I would like to return an item back to you?

Any product purchased elsewhere needs to be returned to its original place of purchase to seek a refund. If the stockist is unable to provide assistance, please email our customer care team at customercareuk@renskincare.com and we will try to help.

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What can I do if I have trouble using our FREEPOST REN?

If you experience any problems at your local postal office using FREEPOST REN, please tell the member of staff the following (which was given to us by our Royal Mail account manager): ‘FREEPOST REN’ is a licensed address (REN Clean Skincare, Union House, 182-194 Union St, London SE1 0LH) and under no circumstances should Royal Mail staff make any changes to the address. If they are unsure, the Royal Mail staff member should contact their helpdesk who will confirm the address.

Please contact our customer care team at customercareuk@renskincare.com to notify them of your return.
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How long does it take to get my refund?

With orders placed using credit card, it will take 3 working days for the refund to reflect on your account once it has been processed. Purchases made via PayPal will be refunded immediately and a notification will be sent to you.
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Will you contact me when you’ve received my return?

Please contact our customer care team at customercareuk@renskincare.com to notify them of your return.

When using FREEPOST REN service, it can take up to 7 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and processed.

We'll send you an email as soon as we've completed your return to inform you whether a refund or exchange has been processed. This is usually within 1 working day of receiving your return into our warehouse.

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Can I return items to the store if I purchased on the REN website?

Orders placed on our website cannot be returned in-store for a refund. You will need to return your items back to us using FREEPOST REN.
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What happens to my refund if my card is no longer in use?

Your refund will still be reimbursed back onto the card details used on your order as long as the bank account is still opened.

When a card is lost, stolen or cancelled, we can still refund that card. We cannot refund your order to a different card. If you haven’t received your refund within 10 working days of the refund completion, please email our customer care team at customercareuk@renskincare.com and we will be happy to help.

Shipping & Delivery

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Where is my order?

We’ll be upfront with you. Since COVID-19 we’ve experienced a high volume of orders from people who may have previously shopped in now temporarily closed stores. Coupled with the extra safety precautions we’ve put in place to protect our dispatch team, delivery partners and customers, your order may take longer to arrive. Please allow up to 5 working days for your order to arrive in the UK. We appreciate your patience and we’ll keep you updated of any changes.

UK Standard Delivery: 3-5 working days via DPD

UK Next Day and Saturday Delivery: delivered via DPD

Europe Delivery: up to 14 working days via DPD

Rest of the world Delivery: up to 14 working days via DPD

Working days are Monday to Friday. If your estimated delivery time has passed and you haven’t received your order two days after this period (this is to allow eventual courier delays), please contact our customer care team with your order number at customercareuk@renskincare.com for more information about your order status.

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How does your Next Day Delivery work?

UK Next Day and Saturday Services

Orders with these delivery methods are sent via DPD.

UK Next Day, £5.95. Free on orders over £75.

Saturday Delivery, £7.95.

Orders must be placed before 12:30pm, Mon-Fri to qualify for next day delivery.

Please contact our customer care team at customercareuk@renskincare.com if you have any problems arranging delivery.

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Can I track the delivery for my order?

If your order has been sent to you using a trackable service, you can follow its journey to you using the tracking link.

Alternatively, please contact our customer care team with your order number at customercareuk@renskincare.com for more information about your order status.

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How long does UK Standard Delivery take?

UK Standard Delivery

All orders are delivered by DPD.

UK Standard Delivery, £3.95. Free on orders over £30.

Please allow 3-5 working days for your delivery to arrive.

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Can I have my parcel redirected to a different address?

Unfortunately, we are unable to redirect your parcel to a different address, however you can try to contact the courier with your tracking details and they should be able to help you.
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What happens if I'm not in when my order arrives?

Royal Mail will leave a card at your door and you will be able to contact them to rearrange delivery or pick up the parcel from your local point.

DPD will send you a text message alerting you as to when delivery will take place. If this is not a convenient time for you just reply to the text message from DPD with a preferred alternative delivery date. Deliveries can also be notified and rescheduled via email. You can also track your order using the tracking number provided in your dispatch confirmation from REN.

Please contact our customer care team at customercareuk@renskincare.com if you have any problems arranging re-delivery.

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How does your international delivery service work?

International Delivery

Orders with addresses outside of the UK are sent via DPD.

European Union or EEA Delivery, £15.

Rest of World, £15.

Please allow up to 14 working days for your delivery to arrive.

Simply contact our customer care team with your order number at customercareuk@renskincare.com for more information about your order status.

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Why is there no US shipping option available?

You can purchase REN Clean Skincare products for delivery within the USA and Canada at https://usa.renskincare.com/. Please feel free to email our USA customer care team at customerserviceUSA@renskincare.com and we will be happy to help.

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Can you deliver to a PO Box address?

Unfortunately, we are unable to process orders to a P.O Box address.
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Which countries do you ship to?

We currently ship to the following countries:

United Kingdom, Ireland, Germany, Sweden, Albania, Andorra, Austria, Belarus, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Faroe Islands, Finland, Gibraltar, Greece, Guernsey, Hungary, Iceland, Isle of Man, Italy, Japan, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Svalbard & Jan Mayen, Sweden, Switzerland, Ukraine, and Vatican City.

Please visit www.renskincare.fr if you are based in France. We do not ship to France from our UK & International site.

Please visit www.renskincare.ie if you are based in Ireland. We do not ship to Ireland from our UK & International site.

If you have any questions please contact our customer care team at customercareuk@renskincare.com and we’ll be happy to help.

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Can you ship to Australia?

Unfortunately we do not. Please note that for purchases in Australia, our products are available exclusively through Mecca Cosmetica both in store and online.

Website

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How do I reset or change my password?

Click on ‘My Account’ in the right hand corner of the screen then click the 'Forgot your password?' link and enter your email address. You will receive a link directly to your registered email address to reset your password.
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What can I do if I can’t login to my account?

If you receive a message that says your email address/password isn't recognised, please follow the steps below:

1. Make sure your account is activated on our new website.

2. Make sure you are using the same email address and password you are registered with.

3. If you can't remember your password click on the 'Forgot your password?' link on the log in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.

If you are still having trouble logging in, please email our customer care team and provide as much information as possible including screen shots of any online error messages at customercareuk@renskincare.com and we will be happy to help.

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I’m a subscriber, but why am I not receiving any newsletters?

When you sign up to our newsletter, you should receive an email to confirm your subscription. Click on the verification link and you should receive a variety of emails from us. There could be several reasons why you aren’t receiving our emails.

1. Your email software may be marking our emails as junk mail. To avoid this from happening, please add news@email-renskincare.com to your email address book.

2. Make sure you typed in the correct email address when you signed up with us.


If you’re still having trouble, please email your details to our customer care team at customercareuk@renskincare.com and we will be happy to help.

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How do I change my delivery address on the checkout page?

When you get to the the 'Information' page during the checkout process, make sure to enter the correct address under ‘Shipping address’.
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What can I do if I can’t place an order on the website?

We recommend trying these options to help with the process

1. Clear cookies on your browser

2. Try using a different browser or device

If you've tried all the above and are still having problems, please contact our customer care team by email at customercareuk@renskincare.com and we will be happy to help.

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What can I do if I had trouble with the payment process and not sure if I’ve been charged twice?

When payment is authorised on our website, a screen appears confirming your order number and states your order was placed successfully. If this page doesn’t appear, payment will not be taken and the order won’t be placed.

Simply contact our customer care team at customercareuk@renskincare.com or any concerns you may and we will be happy to help.

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Why will the website only let me order in pounds/dollars?

We currently have 3 separate websites:

Our North America website with prices in US dollars which only ships to the United States and Canada.

Our French website with prices in euros which ships only to France.

Our UK & International website with prices in British pounds which ships to the below countries:

United Kingdom, Ireland, Germany, Sweden, Albania, Andorra, Austria, Belarus, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Faroe Islands, Finland, Gibraltar, Greece, Guernsey, Hungary, Iceland, Isle of Man, Italy, Japan, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Svalbard & Jan Mayen, Sweden, Switzerland, Ukraine, and Vatican City.

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