Account

What are the benefits of registering with REN?

By creating an account with REN Skincare, you are eligible for exclusive benefits including REN reward points and other discounts. Your REN Skincare account also enables you to shop easily without having to enter your details each time.

How do I subscribe to your emails?

Welcome to REN! You can subscribe to our emails simply by entering your email address into the sign-up bar at the footer on the bottom of this page.

How do I unsubscribe from your emails?

We’re sorry to see you go. You can unsubscribe simply by clicking here. If you are having difficulties unsubscribing and are still receiving emails from us, please reach out to our customer care team at customerserviceUSA@renskincare.com to confirm your removal.

How do I create an account?

Welcome to REN Clean Skincare! If you wish to open an online account with REN, simply click here.

How do I deactivate 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. If you'd like to deactivate your REN account, you'll need to get in touch with our customer care team at customerserviceUSA@renskincare.com. Please provide the following details:
Subject Line: “Account Deactivation Request”
The email associated with your account on our website. Once our team has received and reviewed your email, they will reach out to notify you once your account has been deactivated.

How do REN reward points work?

Once you have registered, you'll earn a point for every $1 you spend, and you'll be eligible for dollars off future purchases. Keep a look out for special occasions when we'll be running promotions for extra REN reward points. Each time you place an order, your account will auto-update and you will see the latest total. Please note that it can take up to 14 days to see new points reflected in your account. Points are not valid on recently launched products or value sets and points expire 12 months after they are earned.

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 redeem. Please make sure you are logged in to your account to see available points to redeem. Points are not valid on recently launched products and Value Sets.

How do I change my password?

To change your password, you can do the following: Log in 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, Enter your new password, Click ‘Save’. Once you have changed your password, an email will be sent asking you to confirm your new password. Click on the link and you’re all set!

Can you send me a catalog?

Unfortunately, REN Clean Skincare does not currently produce product catalogs. You can view the complete selection of REN Clean Skincare products here on our website.

Can I get a Gift Card?

Unfortunately, gift cards are currently not available, but we're working on getting them up and running soon!

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, exclusive offers and order tracking. Your REN account also enables you to shop easily without having to enter your details each time.

Afterpay

What is “Installments by Afterpay”?

Installments by Afterpay is a service that allows you to purchase now and pay later. Payments are made in 4 installments and charged every 2 weeks, without any interest!

How do I use Installments by Afterpay?

Shop online and add a minimum of $50 worth of items to your shopping bag, then proceed to checkout as normal. At checkout, select Installments by Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual. Returning customers only need to log in to make their purchase. It’s that easy! Note: In order to use this payment method, all items in your shopping bag must be eligible for Installments by Afterpay. A minimum purchase amount will apply and you must meet any additional eligibility requirements to qualify.

Where can I use Installments by Afterpay?

Installments by Afterpay can only be used on purchases made on usa.renskincare.com.

Can I use Installments by Afterpay if I’m an international customer?

Afterpay is only offered to our customers who have a US billing address, US shipping address, a US Visa or Mastercard (credit or debit card), and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.

How does the payment schedule work?

Everyone is required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account. You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

When will my items be delivered if I use Installments by Afterpay?

Afterpay orders are delivered as per our standard shipping time frame.

How do I return or exchange an item purchased using Installments by Afterpay?

If you have changed your mind, you can return your Afterpay order by mail for a refund following our Return Policy here. Please check that your return or exchange meets our Return Policy before sending your products back. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay directly. If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com.

Where can I find out more about Afterpay?

If you would like to know more about Afterpay at www.afterpay.com.
Read Afterpay’s comprehensive list of FAQs.
Review Afterpay’s purchase payment agreement.
See Afterpay’s Privacy Policy. If you have any questions about your Afterpay account, please contact Afterpay directly via their web form found here.

Order

How do I place an order?

If you're having trouble placing an order, please contact our customer care team by email at customerserviceUSA@renskincare.com with the following details:
Subject Line: “Help With My Order”
A brief description of the issue you are facing while trying to place your order.

Can I amend or cancel my order?

Unfortunately, orders cannot be amended or canceled after they have been placed.

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 customerserviceUSA@renskincare.com with the following details:
Subject Line: “Didn’t Receive Confirmation Email”
- The email you used to place your order.
- Your order number.
Once our team receives and reviews your email, they will reach out and do their best to assist you.

What if I am missing an item/received the wrong item in my order?

Sometimes, mistakes happen and we’d like to apologize if we’ve made one. Please email our customer care team at customerserviceUSA@renskincare.com with the following details:
Subject Line: “Missing Item in Order” or “Wrong Item in Order”
- The email you used to place your order.
- Your order number.
- The item that is either missing, OR; The item that was incorrectly sent to you & the item that you should have received.
Once our team receives and reviews your email, they will reach out with next steps and follow up with our warehouse to investigate what happened.

What can I do if I’ve received a faulty item?

We apologize if your item is faulty. Please email our customer care team at customerserviceUSA@renskincare.com and provide the following details:
Subject Line: “Faulty Product”
- Clear images of the product and its fault
- The batch code printed on the crimp / base of the product.
Once our team has received and reviewed your email, they will reach out with next steps. Once we receive the faulty product, a replacement product will be sent out to you.

What can I do if I didn’t receive samples with my order?

We apologize if you didn’t receive your samples. Occasionally we will sell out of certain samples and cannot guarantee that everything packed will match your selection on our website. Please understand that based on availability, we reserve the right to substitute and/or cancel samples at any time.

Payment, Promotions and Reward Points

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.

What can I do if I forgot to use my promotion code?

We understand that mistakes can happen sometimes. Please reach out to our customer care team at customerserviceUSA@renskincare.com as soon as possible and provide the following details:
Subject Line: “Forgot Promotion Code”
- Please provide a one sentence summary explaining what happened.
- Please provide your order number.
As soon as we review your email, we will attempt to apply the promotion code for you.
Note: If your order has already been processed or shipped we cannot guarantee that the item or discount will be added.

Where do I apply my promotion code?

All promotions are applied in the checkout experience. Once you have started the checkout process, please enter your promo code in the “Promotion Code” box before completing your order. You should see your promotion code reflected in your order/total before pressing "Complete Order".
Note: Please ensure that you have entered your promotion code correctly. If your order has already been processed or shipped we cannot guarantee that the item or discount will be added.

Am I entitled to FREE delivery?

All orders over $30 are eligible for free delivery within the United States.

Do you have any offers running at the moment?

The best way to stay up to date with REN Skincare offers is to sign up for our newsletter and follow us online on TikTok, Instagram and Facebook. You can also view our current offers on our Offers page.

What can I do if the promotion code does not work or isn’t applied correctly?

To help ensure the validity of a promotional code when placing a new order, we suggest checking the following:
- Check that the promotion 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.
Please note:
- Most promotion codes will not apply to value sets, gift sets, or recently launched products.
- Loyalty coupon codes generated from accumulated points are an exception and are valid on all products.
- Welcome coupon codes exclude value sets, gift sets, holiday merchandise, and recently launched products.
If you've tried all of the above and are still having problems, please email our customer care team at customerserviceUSA@renskincare.com with the following details:
Subject Line: “Promotion Code Not Working”
- The promotion code you are trying to use.
- The email you are using in the checkout process.
- The device you are using (desktop, laptop, mobile phone).
- The web browser you are using (Chrome, Safari, etc).
- A brief description of what happens when you attempt to use the promotion code.
Once our team has received and reviewed your email, they will reach out and do their very best to help you with the issue.
Note: In order to expedite this process, please ensure to include all the details outlined above. Our goal is to ensure your issue is resolved as soon as possible and by providing the details above, we can reach out to the right team members about the issue you are experiencing.

When will my account be charged for my REN order?

REN Skincare captures payments instantly, whether your payment was processed via Credit Card or PayPal.

What can I do if the payment for my order has been declined?

If your payment has been declined, 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 your 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 customerserviceUSA@renskincare.com with the following details:
Subject Line: “Credit Card Declined”
- A brief description of the issue you are experiencing.
Once our team has received and reviewed your email, they will reach out and do their best to help you with the issue.

Can you send me samples?

We are unable to send product samples at this time. If you'd like to sample our products, we recommend signing up for our newsletter to find out about exclusive offers for samples. You can also visit our Offers page to see what sample offers we're currently running.

Product

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 a 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.

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 used 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?

Although allergic reactions to REN 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 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.

My Radiance Daily AHA Tonic/ Limited Edition Cucumber Glow Tonic product looks cloudy, is it ok to use?

This product has a high level of Natural Origin Content (ingredients) of 93% and these are made up of a natural fragrance and several natural actives such as Lactobacillus Ferment, Cucumber and Willow Bark extracts, as well as skin conditioning agents to help limit irritation – as you would expect from REN – efficacy designed to lower irritation. We understand that this may look like the product has changed but we want to reassure you that we are aware and have made all the necessary checks to ensure the product is safe, stable, and very much suitable for use. The product has a full independent safety assessment, stability assessments and full microbiology checks. Within the cosmetics industry Natural products often have slight colour and appearance changes over time and this product is no different. We hope you understand that sometimes the high natural content and natural fragrances can cause batch to batch differences on colour and sometimes clarity of the product.

What can I do if a pump is faulty?

Occasionally an air bubble gets into pump componentry and stops it from working.
The following method will clear the air from the pump:
- Hold the bottle upside down with the lid on.
- Bang the bottle down against a solid surface two or three times (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 our team at customerserviceusa@renskincare.com with the following details:
Subject Line: “Faulty Pump”
- Please provide a description of the issue you are experiencing with the pump.
Once our team has received and reviewed your email, they will reach out and do their best to assist you.

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

We apologize if the product you have purchased elsewhere is faulty. Please contact the stockist where you purchased it to request a refund or exchange. Products not ordered on the REN Skincare website cannot be refunded or exchanged.

What can I do if the color of my product has changed?

While our formulas do not change, the color, texture and fragrance of natural ingredients used in our formulas can vary slightly in different batches. This is an effect of using natural ingredients.

Where are your products manufactured?

All REN products are manufactured in the UK.

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. You can view this information on every product page on our website.

Where can I buy REN products?

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

Can REN be used on children?

We would recommend using the smallest amounts possible on young children. REN Skincare products are free from synthetic fragrances, pore-blocking petrochemicals, sulphate detergents, synthetic colors, animal ingredients, parabens and other potential irritants, making them suitable for children. If your child has any allergies or skin conditions then you should first consult your GP or pharmacist.

What is your policy on animal testing?

We do not test any of our products on animals. Our products are also 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 March 11th, 2013. This means that any products or ingredients that are tested on animals after March 11th, 2013 are now banned from sale in the EU.

Is REN paraben free?

REN Skincare does not use synthetic fragrance or colors, pore-blocking petrochemicals, silicones, sulphates, PEGs, TEA/DEA, parabens, urea or animal ingredients in its products.

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 fertilizers, genetically modified ingredients, or chemical additives (such as preservatives, colorings, etc). However, it’s becoming more common for the term organic to be used when referring to skincare products. Currently, its meaning and context is vague. 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 that only use essential oils and vegetable oils. It is in the realm of other ingredients necessary in skincare (such as emulsifiers, stabilizers, preservatives and so on) that the term “organic” is harder to define. At REN Skincare, we are concerned that the focus on the word “organic” is being used to distract consumers away from more serious issues about the ingredients contained in the skincare products being bought. 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 Skincare’s approach is to make Clean products. By Clean we mean: modern, sophisticated, effective, and free from skin-unfriendly ingredients routinely used in the skincare industry today. REN Skincare does not use synthetic fragrance or colors, pore-blocking petrochemicals, silicones, sulphates, PEGs, TEA/DEA, parabens, urea or animal ingredients in its products.

Is REN natural?

We are obsessive about our products meeting two clearly defined standards.
One: they must be free of any ingredients that have a history of causing skin sensitivity or are known to be "unkind" to the skin.
Two: our products must deliver category leading performance in terms of effectiveness and pleasure to use.
If we cannot achieve both for a given product, then we won't launch it.

Do REN products contain SPF?

Our Clean Screen Mineral SPF 30 is the only product that contains sun protection. It is a 22% non-nano zinc oxide formula without oxybenzone. It offers broad spectrum UVA/UVB protection.

Do REN products contain 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.

Does REN 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.

Subscriptions

Will free gift offers be excluded on my subscription order?

Subscription orders are not eligible for free gift items.

Will my subscription order include samples?

Subscription orders do not include samples. Subscription orders are not eligible for free samples.

When will I be charged for a subscription order?

You will be charged based on the timeframe that you have selected for your subscription order. You can view your subscription timeframe in your subscription order portal.

Can I use a discount code on subscription orders?

Discount codes and vouchers are not valid on subscription orders.

Will I be able to edit the products on subscription orders?

You can edit/update which products you want to auto-replen in your customer portal.

Will my subscription order automatically send me tracking once shipped?

Yes, tracking details will be provided in your order confirmation.

Will I get reminder emails about my subscription orders?

Yes, you will be sent a reminder email when your subscription order is scheduled for renewal. To ensure your reminder email is not missed, ensure that any emails coming from REN Skincare are not flagged as junk/spam in your email provider.

Will returning a subscription order cause it to cancel the auto delivery?

Returns do not cancel auto-delivery. In order to cancel your auto-delivery for your subscription order, you will need to cancel your subscription within your customer portal.

What type of shipping method will be used?

We use UPS Surepost ground shipping to ship subscription orders which typically takes 3-5 days to arrive.

Are rewards points earned on subscription orders?

Yes, rewards points are earned on subscription orders.

Can I use a rewards voucher on subscription orders?

No, rewards vouchers cannot be used on subscription orders at the moment, but we are currently looking into how we can bring this to life for you! We'll update this answer when we have more information.

Returns - Refund, Exchange and Replacement

What is your return policy?

If you are not completely satisfied with your order, we can offer either a refund or an exchange, providing that goods are returned to us within 60 days of purchase. We recommend that you insure the package when sending and retain the receipt. REN Clean Skincare is not responsible for return postage, shipping labels, the cost of insurance, or lost or undelivered items.

How do I return something to you?

We are more than happy to accept returns for a refund for orders placed on our REN website within 60 days. Please contact our customer service team by email at customerserviceUSA@renskincare.com for return authorization and include the following details:
Subject Line: “Return Authorization”
- Your order number.
- The name of the product you would like to return.
- A brief description of why you would like to return the product.
Once our team has received and reviewed your email, they will reach out with next steps.

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

Any product not purchased on the REN Skincare website needs to be returned to its original place of purchase in order to request a refund or exchange. If the retailer is unable to provide assistance, please email our customer care team at customerserviceUSA@renskincare.com and our team will do their best to assist you. We cannot guarantee any returns placed through other retailers or unauthorized sellers.

How long does it take to get my refund?

For orders placed using a credit card, it will take 3 business days for the refund to reflect in your account after processing. Purchases made via PayPal will be refunded immediately and a notification will be sent to you.

Will you contact me when you’ve received my return?

We aim to handle all returns within 7 business days of receiving your parcel.

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

Orders placed on our official website cannot be returned in-store for a refund or exchange.You will need to return your items to us by initiating a return ticket via email customerserviceUSA@renskincare.com with the following details:
Subject Line: “Return Item Request”
- The email you used when you placed your order.
- Your order number.
- The item you wish to return
Once our team has received and reviewed your email, they will reach out with next steps.

Shipping and Delivery

What are my shipping and delivery options?

Our current shipping rates are as follows:
Standard - $5.95 (order will arrive in approx. 5-7 business days)
During peak periods, we remove 2nd Day and Next Day delivery due to increased order volume.
**Standard Shipping to the US is always FREE with orders over $30.
It will take 2-3 business days for processing orders-once the order is placed to shipping and should be with you in 5-7 business days. Orders placed on Saturdays, Sundays and holidays will be processed the following business day. If it has been more than seven working days and you have not received your product, please contact REN customer services by email at customerserviceUSA@renskincare.com or on (310) 356-4144. Please note that processing times may increase occasionally when there is especially heavy demand, e.g. around the holidays.

Where is my order?

Standard orders are processed on the day of receipt (excluding Saturdays and Sundays), if placed before 12:00PM PST and should be with you within 5-7 business days. Orders placed on Saturdays, Sundays and holidays will be processed the following business day. If it has been more than seven business days and you have not received your product, please contact our customer care team by email at customerserviceUSA@renskincare.com with the following information:
Subject Line: “Order Has Not Arrived”
- The email you used to place your order.
- Your order number.
- The date you placed your order.
- Once our team has received and reviewed your email, they will reach out to assist you in locating your order.
Please note that processing times may increase occasionally when there is especially heavy demand (e.g. around the holidays).

How does your Next Day delivery work?

Next day delivery costs $21.95 and will need to be placed before 12:00 PM PST in order to ship the same day (for next-day delivery). If your order is placed after 12:00 PM PST, it may go out the following day, for delivery the day after.
Note: Next day delivery may not be available during peak sales periods around the holidays.

Can you deliver to a PO Box address?

We are unable to process orders to a P.O Box address.

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:
- Log in to your account,
- Go to the 'My orders' section.

How long does US Standard Delivery take?

Standard delivery orders are delivered by UPS Ground and take anywhere between 5-7 business days to arrive.
Note: Processing times may be longer during periods with high order volume (e.g., Christmas).

Does my shipment include a packing list?

No, aligned with our sustainable ethos we do not include packing lists in shipments. You will receive an order confirmation email that lists all products included in your shipment.

Can I have my package redirected to a different address?

Unfortunately, we are unable to redirect your package to a different address. However, you can try to contact the courier with your tracking details and they should be able to help you.

Account

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What are the benefits of registering with REN?

By creating an account with REN Clean Skincare, you are eligible for exclusive benefits including REN reward points and other discounts. Your REN Clean Skincare 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 emails?

Welcome to REN! You can subscribe to our emails simply by entering your email address into the sign-up bar at the footer on the bottom of this page. 
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How do I unsubscribe from your emails?

We’re sorry to see you go. You can unsubscribe simply by clicking here. If you are having difficulties unsubscribing and are still receiving emails from us, please reach out to our customer care team at customerserviceUSA@renskincare.com to confirm your removal. 
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How do I create an account?

Welcome to REN Clean Skincare! If you wish to open an online account with REN, simply click here.
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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.

If you'd still like to deactivate your REN account, you'll need to get in touch with our customer care team at customerserviceUSA@renskincare.com. We will be able to deactivate your account and send you an email to confirm your account has been closed.

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How do REN reward points work?

Once you have registered, you'll earn a point for every $1 you spend, and you'll be eligible for dollars off future purchases. 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. Please note that it can take up to 14 days to see new points reflected in your account. Points are not valid on new products including Clearcalm Non-Drying Acne Treatment Gel, Perfect Canvas Clean Primer and Value Sets. Points expire 12 months after they are earned. 
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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. Please make sure you are logged in to your account to see available points to redeem. Points are not valid on new products including Clearcalm Non-Drying Acne Treatment Gel, Perfect Canvas Clean Primer and Value Sets. 
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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 catalog?

Unfortunately, REN Clean Skincare does not currently produce product catalogs. You can view the complete selection of REN Clean Skincare products here on our website.
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Can I get a Gift Card?

Unfortunately, gift cards are currently not available, but we're working on getting them up and running soon!
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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, exclusive offers and order tracking. Your REN account also enables you to shop easily without having to enter your details each time.

Afterpay

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What is Installments by Afterpay?

Installments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.

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How do I use Installments by Afterpay?

Simply shop online and add a minimum of $50 worth of items to your shopping bag and checkout as normal. At the checkout choose Installments by Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy!

Please note that all items in your shopping bag must be eligible for Installments by Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

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Where can I use Installments by Afterpay?

Installments by Afterpay can only be applied to purchases made on usa.renskincare.com.

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Can I use Installments by Afterpay if I’m an international customer?

Afterpay is only offered to our customers who have a US billing address, US shipping address, a US Visa or Mastercard (credit or debit card), and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.

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How does the payment schedule work?

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

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Where can I find common questions about payments?

Check out the Afterpay Payments FAQ on the Afterpay website.

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When will my items be delivered if I use Installments by Afterpay?

Afterpay orders are delivered as per our standard shipping time frame after you complete your order online.

Visit our shipping page for more information by clicking here.

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Is there a limit to how much I can spend on a single transaction?

Yes, transaction value limits apply to purchases made on usa.renskincare.com over $1000 using Installments by Afterpay.

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What products are not eligible for purchase using Installments by Afterpay?

Afterpay is not available on purchases of gift cards. If you are purchasing gift cards along with Afterpay eligible products, you will need to place two separate orders.

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How do I return or exchange an item purchased using Installments by Afterpay?

If you have changed your mind, you can return your Afterpay by mail for a refund following our regular return policy here. Please check that your return or exchange meets our Return policy before sending your products back. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay directly.

If you believe there is fault or concern with your Afterpay purchase payment, please contact our customer service team at customerservice@renskincare.com and/or Afterpay customer support at info@afterpay.com.

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Where can I find out more about Afterpay?

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, terms, purchase payment agreement as well as Afterpay’s Privacy Policy which can be found at https://www.afterpay.com/privacy-policy.

If you have any questions about your Afterpay account, please contact Afterpay directly via a web form found here.

Order

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How do I place an order?

You can buy REN Clean Skincare products here.

If you're having trouble placing an order or would like to place an order over the phone, please contact our customer care team at (310) 356-4144 between 9 AM - 5 PM Monday - Friday (excluding Holidays) or by email at customerserviceUSA@renskincare.com and we will be able to assist you.

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Can I amend my order?

Unfortunately, no. Once orders are placed on the REN Clean Skincare USA website they are final. If you have any questions about your order or you believe something in your order may be missing, please email customerserviceUSA@renskincare.com and we will try to help.

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Can I cancel my order?

If you wish you cancel your order, please reach out to customerserviceUSA@renskincare.com – however if an order has already been processed it may not be cancelled.
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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 customerserviceUSA@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 customerserviceUSA@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 customerserviceUSA@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 customerserviceUSA@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. Occasionally we will sell out of certain samples and we cannot guarantee that everything packed will match your selection on our website. Please understand that based on availability we reserve the right to substitute and/or cancel samples at any time. If you have further questions, please email our customer care team at customerserviceUSA@renskincare.com and we will try to help.

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 customerserviceUSA@renskincare.com with your enquiry.

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What can I do if I forgot to use my promotion code?

Please reach out to our customer care team with your order number as soon as possible at customerserviceUSA@renskincare.com and we will attempt to apply the promotion for you. If your order has already been processed or shipped we cannot guarantee that the item or discount will be added. 

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Where do I apply my promotion code?

All promotions are applied on the last page of checkout. Once you have logged in or are checking out as a guest, please enter your promo code in the "Promo Code" box before completing your order. You should see any gifts with purchase or discount amounts reflected in your final total before pressing "Complete Order".
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Am I entitled to FREE delivery?

All orders over $30 are eligible for free delivery within the United States. All orders over $75 are eligible for free shipping to Canada. 
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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

Please note: most promotion codes will not apply to value sets, gift sets, or select new products. Loyalty coupon codes generated from accumulated points are an exception and are valid on all products. Welcome coupon codes exclude value sets, gift sets and holiday merchandise. 

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

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Can you send me samples?

We are unable to send product samples at this time. If you'd like to sample our products, we recommend signing up for emails to hear about exclusive offers for all samples. You can also visit our Offers page to see what sample offers we're currently running.

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 customerserviceusa@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 REN's packaging recyclable?

We have changed the packaging on some of our products to make them more environmentally friendly and easier to recycle.
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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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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 that are suitable for vegans are:

  • & Now to Sleep Pillow Spray
  • Atlantic Kelp & Magnesium Anti-Fatigue Body Wash
  • Atlantic Kelp & Magnesium Anti-Fatigue Body Cream
  • Atlantic Kelp & Magnesium Energising Hand Wash
  • Atlantic Kelp & Magnesium Energising Hand Lotion
  • Atlantic Kelp & Microalgae Anti-Fatigue Bath Oil
  • Atlantic Kelp & Microalgae Anti-Fatigue Toning Body 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
  • 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
  • Ready Steady Glow Daily AHA Tonic
  • Rosa Centifolia No.1 Purity Cleansing Balm
  • Rosa Centifolia 3-in-1 Cleansing Water
  • Rosa Centifolia Gentle Exfoliating Cleanser
  • V-Cense Revitalising Night Cream
  • Vita Mineral Daily Supplement Moisturising Cream
  • Vita Mineral Omega 3 Optimum Skin Oil
  • Vita Mineral Active 7 Eye Gel
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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:

  • Moroccan Rose Otto Ultra Moisture Body Oil 
  • Moroccan Rose Otto Sugar Body Polish 
  • Guerande Salt Exfoliating Body Balm
  • Tamanu High Glide Shaving Oil
  • Rosa Centifolia No. 1 Purity Cleansing Balm 

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:

  • Keep Young and Beautiful™ Firming and Smoothing Serum
  • Keep Young and Beautiful™ Firm and Lift Eye Cream
  • Sirtuin Phytohormone Replenishing Cream
  • 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?

Our Clean Screen Mineral SPF 30 is the only product that contains sun protection. It is a 22% non-nano zinc oxide formula without oxybenzone. It offers broad spectrum UVA/UVB protection. 
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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 60 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 within 60 days. Please contact customer services by email at customerserviceUSA@renskincare.com or by giving us a call at (310) 356-4144 for a return authorization. 


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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 retailer is unable to provide assistance, please email our customer care team at customerserviceUSA@renskincare.com and we will try to help. We cannot guarantee any returns placed through other retailers or unauthorized sellers.  

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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?

We aim to handle all returns within 7 working days of receiving your parcel. 

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

Please email our customer care team with your proof of postage receipt and your order number at customerserviceUSA@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 by initiating a return ticket via email customerserviceUSA@renskincare.com

Shipping & Delivery

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Where is my order?

Standard orders are processed on the day of receipt (excl. Saturday and Sunday) if placed before 12 PM PST and should be with you in 5-7 business days. Orders placed on Saturdays, Sundays and holidays will be processed the following business day. If it has been more than seven working days and you have not received your product, please contact our customer care team by email at customerserviceUSA@renskincare.com or by phone at (310) 356-4144. Please note that processing times may increase occasionally when there is especially heavy demand, e.g. around the holidays.

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How does your Next Day delivery work?

Next day delivery costs $21.95 and will need to be placed before 12 PM PST  in order to ship the same day (for next-day delivery). If your order is placed after 12 PM PST it may go out the following day, for delivery the day after. 

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


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How long does US Standard Delivery take?

Standard delivery orders are delivered by UPS Ground and take anywhere between 5-7 business days to arrive. Processing times may be longer during periods with high order volume (e.g., Christmas). 
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Can I have my package redirected to a different address?

Unfortunately, we are unable to redirect your package 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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How does your international delivery service work?

Please note we are only able to ship to Canada. If you wish to place an order for delivery in other countries please visit www.renskincare.com/uk.

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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?

Our US website currently ships to the continental US, Alaska, Hawaii and Canada. 


Website

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How do I reset my password?

On your account’s login page, click ‘Forgotten password’ and you'll be prompted to enter your email address. You should receive an email containing a link to reset your password. Follow the instructions by entering your new password and you should receive an email confirmation to notify you that your new password has been changed.
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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 recognized, please follow the steps below:

  • 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 customerserviceUSA@renskincare.com and we will be happy to help.

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

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@renonline.net 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 customerserviceUSA@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 at (310) 356-4144 or by email at customerserviceUSA@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 (310) 356-4144 or by email at customerserviceUSA@renskincare.com with 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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