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FAQs

Account

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What are the benefits of registering with REN?

By creating a REN account, you are eligible for exclusive benefits from Clean Collective plus 20% 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 our register 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 REN account, please send your request to us at customercareuk@renskincare.com and we will close your account.

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How do REN reward points work?

Once you have registered, you'll earn 5 points for every £1 you spend to put towards spending on REN products. Keep a look out for special occasions when we'll be running promotions for extra REN 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 choose my favourite product?

Simply login into your account to access your account dashboard. On the lower left-hand side of the screen, you will find an option to choose your favourite product, which will give you a 10% discount every time you purchase this product.
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How do I redeem my reward points?

You can redeem your REN reward points at checkout (on the delivery page) only when you have accumulated enough points to buy a product/s. For example, if you choose to redeem your points with the Vita Mineral Lip Balm, you need 1000 points which is equal to the cost of product £10. Just click ‘Redeem now’ in the ‘My reward points’ box and select your products from the pop up list.
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How do I change my password?

Simply login into your account to access your account dashboard. Click ‘Account Information’ then click ‘Edit’ under your password. Fill in your contact details, enter your current password followed by your new password and click ‘Save’. Once you have changed your password, 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 you send me a catalogue?

We don't produce a physical catalogue, it kinda feels like a waste of paper.  Especially when you can see our complete catalogue of REN Clean Skincare products on your website. Happy browsing. 
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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 a REN account to shop with you?

You can place an order as a ‘Guest’. However, by creating a REN account, you are eligible for exclusive benefits including REN reward points, 10% off your favourite REN product for life and order tracking. Your REN account also enables you to shop easily without having to enter your details each time.
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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.

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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.

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 phone on +44 (0)800 112 4339 between 09:30 - 17:30 Monday-Friday or by email at customercareuk@renskincare.com.


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Can I amend my order?

Yes, if your order hasn’t been dispatched. We are quick at packing but we will try our best to be of assistance with any changes you require. Simply email our customer care team at ukcustomercare@renskincare.com and we will be happy to help.
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Can I cancel my order?

If you haven’t received a dispatch email, please contact our customer care team by phone on +44 (0)800 112 4339 or by email at ukcustomercare@renskincare.com as soon as possible.
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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 ukcustomercare@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 ukcustomercare@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 ukcustomercare@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?

Apologies your item is faulty. Please email our customer care team at ukcustomercare@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?

Apologies if you didn’t receive your samples. Please email our customer care team at ukcustomercare@renskincare.com and we will organize to send out the samples 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 ukcustomercare@renskincare.com.

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Can you provide a VAT Invoice?

Yes, we can. Simply email our customer care team at ukcustomercare@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 ukcustomercare@renskincare.com with your enquiry.
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What can I do if I forgot to use my promotion code?

Simply email our customer care team with your order number as soon as possible at ukcustomercare@renskincare.com and we will be happy to apply the promotion for you.
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Where do I apply my promotion code?

You can enter the promotion code in the ‘Discount code’ box on the right hand side of the checkout page.
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Am I entitled to FREE delivery?

All orders over £30 are eligible for free standard delivery.
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Do you offer student discount?

A student discount is not currently available on our UK website.
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Do you have any offers running at the moment?

The best way to stay up to date with REN offers is to sign up to our newsletter and follow us online on Twitter, Facebook or Instagram. You can also take advantage of our promotions on REN website on 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 ukcustomercare@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?

Apologies if you have trouble with your promotion. Please email our customer care team at ukcustomercare@renskincare.com and we will be happy to help.
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When will my account be charged for my REN order?

Instantly, whether your payment was processed via Sage Pay or PayPal.
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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 ukcustomercare@renskincare.com and we will be happy to help.

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Do your prices include VAT if I live outside of the EU?

When you place an order on our website and choose a shipping address outside the EU, the VAT amount is automatically deducted at check out.
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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.
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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 ukcustomercare@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?

We would be happy to send samples for you to try if they are available. Please note that we are only able to send samples within the United Kingdom. Simply email our customer care team at ukcustomercare@renskincare.com with your enquiry and we will do our very best to help.
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What is Refer a Friend?

As a registered customer, you can recommend friends to join REN. You will be awarded 500 reward points when each of your friends makes their first online purchase. This recommend a friend scheme may be varied or withdrawn at any time in whole or in part without prior notice and is subject to availability. Participation in this recommend a friend scheme constitutes acceptance of these terms and conditions

Product

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What can I do if my Product has dried up?

The packaging of this product has been designed to minimize contact between product and air by adding the little caplet which helps seal the product after use and protect it from air. For future usage, please ensure that the caplet is used to seal the product after each use.
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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 products?

Although allergic reactions to REN products are very rare indeed, 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 there is leftover product I cannot use?

We have investigated and found that this is an optical illusion caused by the unusual packaging. Just to explain further, the cleanser is contained in a plastic bag inside the outer bottle. As the product is used the bag gradually collapses due to air pressure until the sides of the bag are in contact with each other and there is nothing left to pump out. At this point the bag is virtually completely empty. However, the inside of the plastic bag is still coated with a thin layer of product and so, when looking through the bottle, it can look as if there is product left.
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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 info@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 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 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 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 products are manufactured in the UK apart from the Vita Mineral Lip Balm which is made in China.
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Is the BB cream available in different shades?

The Satin Perfection BB Cream does not come in different shades; however, it contains colour adaptive technology and adjusts to a wide range of skin tones.
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Is REN's packaging recyclable?

We have changed the packaging on some of our products to make them more environmentally friendly and easier to recycle. Our new packaging uses plastic springs which can be recycled without dismantling.
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Where can I buy REN products?

To purchase a REN product, you can place your order directly on this site. You can also find the REN point of sale nearest you, by consulting our ‘Where to find us’ page.
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Can REN 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 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 suitable for vegans?

The products containing 100% vegan ingredients are:

  • REN Atlantic Kelp & Magnesium Anti-Fatigue Body Wash
  • REN Atlantic Kelp & Magnesium Energising Hand Wash
  • REN Atlantic Kelp & Microalgae Anti-Fatigue Bath Oil
  • REN Atlantic Kelp & Magnesium Anti-Fatigue Exfoliating Body Scrub
  • REN Bio Retinoid™ Anti-Wrinkle Concentrate Oil
  • REN Sirtuin Phytohormone Replenishing Cream
  • REN Citrus Limonum Prebiotic Hand Cream
  • REN Clarimatte™ T-Zone Balancing Gel Cream
  • REN Clarimatte™ Invisible Pores Detox Mask
  • REN Clarimatte™ Clarifying Toner
  • REN Clearcalm 3 Replenishing Gel Cream
  • REN Clearcalm 3 Acne Treatment/Clarity Restoring Mask
  • REN Ultra Moisture Day Cream
  • REN Rose O12 Moisture Defence Oil      
  • REN Evercalm™ Global Protection Day Cream
  • REN Flash Defence Anti-Pollution Mist
  • REN Guerlande Salt Exfoliating Body Balm
  • REN Keep Young And Beautiful™ Instant Firming Beauty Shot
  • REN Keep Young And Beautiful™ Instant Brightening Beauty Shot Eye Lift
  • REN Multi-Tasking After Shave Balm
  • REN Tamanu High Glide Shaving
  • REN Moroccan Rose Otto Body Lotion
  • REN Moroccan Rose Otto Bath Oil  
  • REN Moroccan Rose Otto Ultra-Moisture Body Oil
  • REN Moroccan Rose Gold Glow Perfect Dry Oil
  • REN Moroccan Rose Otto Sugar Body Polish
  • REN Neroli & Grapefruit Body Cream
  • REN Pro-Vitamin Conditioner
  • REN Rosa Centifolia™ No.1 Purity Cleansing Balm
  • REN Rosa Centifolia™ 3-in-1 Cleansing Water
  • REN Rosa Centifolia™ Gentle Exfoliating Cleanser  
  • REN V-Cense™ Revitalising Night Cream 
  • REN Vita Mineral™ Daily Supplement Moisturising Cream
  • REN Vita Mineral™ Omega 3 Optimum Skin Oil
  • REN Vita Mineral™ Active 7 Eye Gel
  • REN Atlantic Kelp & Magnesium Energising Hand Balm
  • REN Moroccan Rose Otto Luxurious Hand Balm
  • REN Atlantic Kelp & Microalgae Anti-Fatigue Toning Body Oil
  • REN & Now to Sleep Pillow Spray
  • REN Ready Steady Glow Daily AHA Tonic
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Is REN paraben free?

REN 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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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.

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Do REN Products contain gluten?

The following products contain gluten:

  • V-Cense™ Revitalising Night Cream
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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.

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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”.

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Do REN products contain SPF?

We do not currently produce an SPF on our products apart from the ‘Satin Perfection BB Cream’ with an SPF of 15. However, we recommend using further sun protection if you know you will be directly exposed to the sun for an extended period.
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Do REN 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 preservative to an absolute minimum. We are continually reviewing the preservatives that we use.
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Does REN use Nano technology?

None of our products contain Nano particles and no processes used in producing our products/ingredients create any Nano-sized particles as a by-product. No Nano particles are incorporated in our products by any other means.
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Do REN 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 REN clean stamp mean?

REN's 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 products are free from synthetic fragrance, pore-blocking petrochemicals, sulphate detergents, silicones, synthetic colours, animal ingredients and parabens. In addition, REN 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.

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 either a refund or exchange providing that goods are returned to us within 30 days of purchase.
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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.

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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 or exchange. If the stockist is unable to provide assistance, please email our customer care team at ukcustomercare@renskincare.com and we will be happy 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 -The Edison - 223-231 Old Marylebone Road – London - NW1 5QT) 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.’
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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?

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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What happens if I forgot to include my note inside the parcel?

Please email our customer care team with your proof of postage receipt and your order number at ukcustomercare@renskincare.com and we will pass this on to our warehouse to help further with the case.
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Can I return items to the store if I purchased on the REN website?

Orders placed on our REN website cannot be returned in-store for a refund or exchange. 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 ukcustomercare@renskincare.com and we will be happy to help.

Shipping & Delivery

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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 ukcustomercare@renskincare.com for more information about your order status.

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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 ukcustomercare@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. 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 ukcustomercare@renskincare.com for more information about your order status.

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How long does UK Standard Delivery take?

Standard delivery parcels are delivered by Royal Mail 2nd Class in the UK. This service normally takes between 3 – 5 working days to arrive once dispatched.
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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 by phone on +44 (0)800 112 4339 or by email at ukcustomercare@renskincare.com if you have any problems arranging re-delivery.

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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 ukcustomercare@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 products for delivery within the USA and Canada at www.renskincare.com/usa Please feel free to email our USA customer care team at uscustomercare@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 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 ukcustomercare@renskincare.com and we’ll be happy to help.

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Can you ship to Australia?

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/change my password?

Click on ‘My Account’ in the right hand corner of the screen then click the 'forgot 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:

  • 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 ukcustomercare@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 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 info@renskincare.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 ukcustomercare@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 are on the checkout page, untick ‘Deliver to the same address’ under ‘Billing information.’ This should give you a dropdown menu. Select ‘New address’ and this will give you an option to enter a new delivery address. You can save the address by ticking ‘Save in address book’ below the address field at the bottom of the page.
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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:

  • 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 ukcustomercare@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 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 ukcustomercare@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?

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.

To be directed to the UK website, visit www.renskincare.com/uk and for the USA, visit www.renskincare.com/usa.

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.

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