What are the benefits of registering with REN?
How do I subscribe to your emails?
How do I unsubscribe from your emails?
How do I create an account?
How do I delete my account?
We're sorry to see you go - remember, your REN account is free and enables you to shop easily without having to enter your details each time.
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.
How do REN reward points work?
How do I redeem my reward points?
How do I change my password?
Can you send me a catalog?
Can I get a Gift Card?
Do I have to create a REN account to shop with you?
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 1-800-437-3488 between 9 AM - 5 PM Monday - Friday (excluding Holidays) or by email at customerserviceUSA@renskincare.com and we will be able to assist you.
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.
Can I cancel my order?
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.
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.
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.
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.
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
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.
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.
Where do I apply my promotion code?
Am I entitled to FREE delivery?
Do you have any offers running at the moment?
What can I do if the promotion code does not work?
To help ensure the validity of a Promo Code when placing a new order, we suggest checking the following:
- Check that the Promo Code is entered in the box exactly as it was given to you
- Check that the promotion date hasn’t expired
- Check that only 1 promotion is applied to the order
Please note: most promotion codes will not apply to value sets, gift sets, or new products (Clean Screen SPF 30 and/or Glow Daily Vitamin C Gel Cream). The only exception to this is loyalty coupon codes generated from accumulated points.
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.
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.
When will my account be charged for my REN order?
What can I do if the payment for my order has been declined?
If your payment has been declined, then you’ll need to place your order again. We’re not able to reinstate an order once the payment has been declined.
To help ensure your order is not declined when placing a new order, we suggest checking the following:
- Make sure you verify card details are entered correctly – the security code is a three-digit number found on the back of your card.
- Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.
- Alternatively, try paying with another card.
If you've tried all of the above and are still having problems, please contact our customer care team at customerserviceUSA@renskincare.com and we will be happy to help.
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.
What can I do if my Product has dried up?
What can I do if my product doesn’t appear to be full?
All our new products are manufactured using vacuum pack to store the content of the product. This form of packaging is to prevent sensitive and active ingredients from being compromised by oxidation.
Our manufacturers will fill by weight rather than a visual fill. We work to the EU Regulation of average fill (Estimated Symbol ‘e’) which will always be more than the nominal quantity stated on the label.
Can I get an allergic reaction from REN products?
What can I do if there is leftover product I cannot use?
What can I do if the pump is faulty?
What can I do if I’ve purchased elsewhere and the product is faulty?
What can I do if my product changed colour?
What is the shelf life of REN products?
Why do REN products come in cartons?
Where are your products manufactured?
Is REN's packaging recyclable?
Where can I buy REN products?
Can REN be used on children?
Is REN safe to use during pregnancy?
What is your policy on animal testing?
We do not test any of our products on animals. Our products are not tested on animals on our behalf by any third party
It is unfortunately the case that every ingredient used in all skincare products would have been tested on animals at some point in the past by the ingredient supplier prior to the ingredient being licensed for use in cosmetic products. The European Commission has implemented a marketing ban on any cosmetic products that have been tested on animals or contain ingredients that were tested on animals after 11th March 2013. This means that any products that are tested on animals after this date or contain ingredients that were tested on animals after this date are now banned from sale in the EU.
Is REN suitable for vegans?
The products that are suitable for vegans are:
- & 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
- Clearcalm 3 Clarity Restoring / Acne Treatment Mask
- Ultra Moisture Day Cream
- Rose O12 Moisture Defence Oil
- Evercalm Global Protection Day Cream
- Flash Defence Anti-Pollution Mist
- Keep Young and Beautiful Instant Firming Beauty Shot
- Keep Young and Beautiful Instant Brightening Beauty Shot Eye Lift
- Moroccan Rose Otto Body Lotion
- Moroccan Rose Otto Bath Oil
- Moroccan Rose Otto Ultra-Moisture Body Oil
- Moroccan Rose Gold Glow Perfect Dry Oil
- Moroccan Rose Otto Sugar Body Polish
- 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
Is REN paraben free?
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.
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
Is REN organic?
Organic is a term principally used in relation to food where it has a clear and well-understood definition - the growing and preparation of food products without the use of chemical fertilisers, GM ingredients and chemical additives such as preservatives, colourings etc.
Increasingly, however, organic is a term that is being applied to skincare products. Currently, its meaning in this context is rather vague.
On one hand, the definition of organic when applied to essential oils and vegetable oils used in skincare products is clear since it is similar to food products.
However, it is impossible to make skincare products using just essential oils and vegetable oils. It is in the area of the other ingredients necessary in skincare such as emulsifiers, stabilisers, preservatives and so on that the term “organic” is harder to sensibly define.
At REN, we are concerned that a focus on the word “organic” is being used to distract consumers away from the more serious issues about the ingredients contained in the skincare products they are buying. For example, an “organic” sulphate (i.e. derived from organic coconut oil) is still as harsh a detergent as one that is derived from ordinary coconut oil. The real challenge is to create foaming products that use more gentle alternatives to sulphates.
REN’s approach is to make Clean products. By Clean we mean: modern, sophisticated, effective, pleasurable to use products that are free from the skin-unfriendly ingredients routinely used in the skincare industry today. REN do not use synthetic fragrance or colours, pore-blocking petrochemicals, silicones, sulphates, PEGs, TEA/DEA, parabens, urea or animal ingredients in their products.
Is REN natural?
We are obsessive about our products meeting two clearly defined standards.
Firstly, they must be free of any ingredients that have a history of causing skin sensitivity or are known to be "unkind" to the skin.
Secondly, our products must deliver category leading performance in terms of effectiveness and pleasure to use. If we can't achieve both for a given product then we won't launch it.
Most companies tend to focus on one of these criteria and inevitably tend to fail to some degree on the other. So, you tend to find most products in the market are either "natural" but not terribly effective or they are effective but full of “nasties”.
Do REN products contain SPF?
Do REN use preservatives?
Does REN use Nano technology?
Do REN products contain synthetic microbeads?
What does REN clean stamp mean?
Returns – Refund, Exchange and Replacement
What is your returns policy?
How do I return something to you?
We are more than happy to accept returns for a refund or an exchange for orders placed on our REN website within 30 days. Please contact customer services by email at customerserviceUSA@renskincare.com or by giving us a call at 1-800-437-3488 for a return authorization.
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.
How long does it take to get my refund?
Will you contact me when you’ve received my return?
We aim to handle all returns within 7 working days of receiving your parcel.
What happens if I forgot to include my note inside the package?
Can I return items to the store if I purchased on the REN website?
Shipping & Delivery
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 1-800-437-3488. 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 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.
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.
How long does US Standard Delivery take?
Can I have my package redirected to a different address?
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.
Can you deliver to a PO Box address?
Which countries do you ship to?
Our US website currently ships to the continental US, Alaska, Hawaii and Canada.
How do I reset my password?
What can I do if I can’t login to my account?
If you receive a message that says your email address/password isn't 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.
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 firstname.lastname@example.org 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.
How do I change my delivery address on the checkout page?
What can I do if I can’t place an order on the website?
We recommend trying these options to help with the process:
- Clear cookies on your browser
- Try using a different browser or device
If you've tried all the above and are still having problems, please contact our customer care team by phone at 1-800-437-3488 or by email at customerserviceUSA@renskincare.com and we will be happy to help.
What can I do if I had trouble with the payment process and not sure if I’ve been charged twice?
When payment is authorised on REN website, a screen appears confirming your order number and states your order was placed successfully. If this page doesn’t appear, payment will not be taken and the order won’t be placed.
Simply contact our customer care team by phone on 1-800-437-3488 or by email at customerserviceUSA@renskincare.com with any concerns you may and we will be happy to help.
Why will the website only let me order in pounds/dollars?
Our website 'reads' where you are located by using the IP address of your computer. If your computer e.g. is registered in the USA you will be directed there; this is often the case with work computers.
Please note that the USA website will ship orders to/from the USA and Canada only and the UK website looks after orders from the rest of the world.