What are the benefits of registering with REN?
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'.
How do I unsubscribe from your newsletter?
How do I create an account?
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 REN account, please send your request to us at email@example.com and we will close your account.
How do REN reward points work?
How do I choose my favourite product?
How do I redeem my reward points?
How do I change my password?
Can you send me a catalogue?
Can I get a Gift Card?
Do I have to create a REN account to shop with you?
How does Clean Collective Rewards work?
You’ll earn 1 reward point per £1 you spend at www.renskincare.com, and receive them 14 days after your order date. But you can also get rewarded for referring friends, too. For the full lowdown, check out the ‘Earn Points’ section on the Clean Collective Rewards page.
How do I redeem my reward points?
Once you have enough points to qualify for a reward, simply select the ‘Redeem Points’ tab. Here you can see our range of offers which, when selected, will reveal your exclusive discount code.
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 phone on +44 (0)800 112 4339 between 09:30 - 17:30 Monday-Friday or by email at firstname.lastname@example.org.
Can I amend my order?
Can I cancel my order?
What can I do if I didn’t receive my order confirmation email?
What can I do if there is a missing item in my order?
What can I do if I received the wrong item?
What can I do if I received a faulty item?
What can I do if I didn’t receive samples with my order?
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 email@example.com.
Can you provide a VAT Invoice?
Payment, Promotions and Reward Points
Can I use more than one promotion online?
What can I do if I forgot to use my promotion code?
Where do I apply my promotion code?
Am I entitled to FREE delivery?
Do you offer student discount?
Do you have any offers running at the moment?
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 firstname.lastname@example.org and we will be happy to help.
What can I do if the promotion was not applied correctly on my order?
When will my account be charged for my REN order?
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 email@example.com and we will be happy to help.
Do your prices include VAT if I live outside of the EU?
Can I return items redeemed using my reward points?
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 firstname.lastname@example.org and we will be happy to add your reward points back into your account.
Can you send me samples?
What is Refer a Friend?
What can I do if my Product has dried up?
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.
Can I get an allergic reaction from REN products?
What can I do if there is leftover product I cannot use?
What can I do if the pump is faulty?
What can I do if I’ve purchased elsewhere and the product is faulty?
What can I do if my product changed colour?
What is the shelf life of REN products?
Why do REN products come in cartons?
Where are your products manufactured?
Is the BB cream available in different shades?
Is REN's packaging recyclable?
Where can I buy REN products?
Can REN be used on children?
Is REN safe to use during pregnancy?
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.
Is REN suitable for vegans?
The products that are suitable for vegans are:
- Atlantic Kelp & Magnesium Anti-Fatigue Body Wash
- Atlantic Kelp & Magnesium Energising Hand Wash
- Atlantic Kelp & Microalgae Anti-Fatigue Bath Oil
- Atlantic Kelp & Magnesium Anti-Fatigue Exfoliating Body Scrub
- Guerande Salt Exfoliating Body Balm
- Citrus Limonum Prebiotic Hand Cream
- Neroli & Grapefruit Body Cream
- Pro-Vitamin Conditioner
- Multi-Tasking After Shave Balm
- Tamanu High Glide Shaving Oil
- Bio Retinoid Anti-Wrinkle Concentrate Oil
- Sirtuin Phytohormone Replenishing Cream
- Clarimatte T-Zone Balancing Gel Cream
- Clarimatte Invisible Pores Detox Mask
- Clarimatte Clarifying Toner
- Clearcalm 3 Replenishing Gel Cream
- Clearcalm 3 Clarity Restoring Mask
- Ultra Moisture Day Cream
- Rose O12 Moisture Defence Oil
- Evercalm Global Protection Day Cream
- Flash Defence Anti-Pollution Mist
- Keep Young and Beautiful Instant Firming Beauty Shot
- Keep Young and Beautiful Instant Brightening Beauty Shot Eye Lift
- Moroccan Rose Otto Body Lotion
- Moroccan Rose Otto Bath Oil
- Moroccan Rose Otto Ultra-Moisture Body Oil
- Moroccan Rose Gold Glow Perfect Dry Oil
- Moroccan Rose Otto Sugar Body Polish
- Rosa Centifolia No.1 Purity Cleansing Balm
- Rosa Centifolia 3-in-1 Cleansing Water
- Rosa Centifolia Gentle Exfoliating Cleanser
- V-Cense Revitalising Night Cream
- V-Cense Youth Vitality Day Cream
- Vita Mineral Daily Supplement Moisturising Cream
- Vita Mineral Omega 3 Optimum Skin Oil
- Vita Mineral Active 7 Eye Gel
Is REN paraben free?
Do REN products contain nuts?
The following products contain nuts:
- Rosa Centifolia™ No.1 Purity Cleansing Balm (Almond oil)
- Guérande Salt Exfoliating Body Balm (Almond Oil)
- Moroccan Rose Sugar Body Polish (Almond Oil)
- Moroccan Rose Otto Ultra-Moisture Body Oil (Macadamia Oil)
- Rose O12 Ultra Moisture Defence Oil (Macadamia Oil)
- Tamanu High Glide Shaving Oil (Tamanu 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.
Do REN Products contain gluten?
The following products contain gluten:
- V-Cense™ Revitalising Night Cream
Is REN 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, 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’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 do not use synthetic fragrance or colours, pore-blocking petrochemicals, silicones, sulphates, PEGs, TEA/DEA, parabens, urea or animal ingredients in their products.
Is REN 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.
Most companies tend to focus on one of these criteria and inevitably tend to fail to some degree on the other. So, you tend to find most products in the market are either "natural" but not terribly effective or they are effective but full of “nasties”.
Do REN products contain SPF?
Do REN use preservatives?
Does REN use Nano technology?
Do REN products contain synthetic microbeads?
What does REN clean stamp mean?
Returns – Refund, Exchange and Replacement
What is your returns policy?
How do I return something to you?
We are more than happy to accept returns for a refund or an exchange for orders placed on our REN website.
For UK customers
Simply address your package to FREEPOST REN and we will be in contact with you once we receive your items. Please include a note with your name, address and contact details and we will be in touch as soon as we received your return.
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 ensure you get proof of postage at your local post office as we cannot be held responsible for any items lost in the mail.
I’ve purchased elsewhere and I would like to return an item back to you?
What can I do if I have trouble using our FREEPOST REN?
How long does it take to get my refund?
Will you contact me when you’ve received my 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.
What happens if I forgot to include my note inside the parcel?
Can I return items to the store if I purchased on the REN website?
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 email@example.com and we will be happy to help.
Shipping & Delivery
Where is my order?
All orders are dispatched before 12pm between Monday – Friday.
- UK Standard delivery: 3 - 5 working days via Royal Mail
- UK Next Day delivery: 1 working day via DPD
- Europe shipping: 5 – 7 working days via DPD
- Rest of the world shipping: 7 – 10 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 firstname.lastname@example.org for more information about your order status.
How does your Next Day delivery work?
REN Next Day delivery service is organised by DPD. There is a cut off time for order shipping. If your order was placed before 12pm, you will receive it the next working day. If your order was placed after 12pm, you will receive in two days. Working days are Monday to Friday.
Please contact our customer care team by phone on +44 (0)800 112 4339 or by email at email@example.com if you have any problems arranging delivery.
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. Simply sign in to your account and go to the 'My orders' section.
Alternatively, please contact our customer care team with your order number at firstname.lastname@example.org for more information about your order status.
How long does UK Standard Delivery take?
Can I have my parcel redirected to a different address?
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 by phone on +44 (0)800 112 4339 or by email at email@example.com if you have any problems arranging re-delivery.
How does your international delivery service work?
International delivery parcels are delivered by DPD. This service normally takes between 5 – 7 working days to arrive once dispatched within Europe and between 7 – 10 working days for the rest of the world.
Simply contact our customer care team with your order number at firstname.lastname@example.org for more information about your order status.
Why is there no US shipping option available?
Can you deliver to a PO Box address?
Which countries do you ship to?
We can ship orders to most countries. However, if there is no shipping option available, you may find a store near you on our stockist page.
Alternatively, please contact our customer care team at email@example.com and we’ll be happy to help.
Can you ship to Australia?
How do I reset/change my password?
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:
- Your account is activated on our new website.
- Make sure you are using the same email address and password you are registered with.
- If you can't remember your password click on the 'forgotten 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 firstname.lastname@example.org and we will be happy to help.
I’m a subscriber, but why am I not receiving any newsletters?
When you sign up to our newsletters, 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:
- Your email software may be marking our emails as junk mail. To avoid this from happening, please add email@example.com to your email address book.
- Make sure you typed in the correct email address when you signed up with us. Just sign in to your account (if you can remember which email address you used) to check this.
- Check that you’ve confirmed to receive our newsletters. When logged into your account, click the ‘Account information’ section and click ‘Subscribe’ under ‘Newsletters’ to make sure you are subscribed to our newsletters.
If you’re still having trouble, please email your details to our customer care team at firstname.lastname@example.org and we will be happy to help.
How do I change my delivery address on the checkout page?
What can I do if I can’t place an order on the website?
We recommend trying these options to help with the process:
- Clear cookies on your browser
- 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 phone on +44 (0)800 112 4339 or by email at email@example.com and we will be happy to help.
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 REN 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 by phone on +44 (0)800 112 4339 or by email at firstname.lastname@example.org or any concerns you may and we will be happy to help.
Why will the website only let me order in pounds/dollars?
Our website 'reads' where you are located by using the IP address of your computer. If your computer e.g. is registered in the USA you will be directed there; this is often the case with work computers.
Please note that the USA website will ship orders to/from the USA and Canada only and the UK website looks after orders from the rest of the world.