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FAQs

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. 
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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. 
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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.

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 732-553-1185 between 08:30 AM - 5:30 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 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 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 $50 are eligible for free delivery within the United States. All orders over $100 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

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 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 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 that are suitable for vegans are:

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

  • Rose O12 Ultra Moisture Defence Oil (Macadamia Oil)
  • Moroccan Rose Sugar Body Polish (Almond 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:

  • 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?

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 within 30 days. Please contact customer services by email at customerserviceUSA@renskincare.com or by giving us a call at 732-553-1185 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 stockist 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) and should be with you in 5-7 business days. Orders placed on Saturdays, Sundays and holidays will be processed the following business day. REN's business hours are Monday - Friday 08:30 – 5:00 EST. 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 732-553-1185. 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 EST in order to ship the same day (for next-day delivery). If your order is placed after 12 PM EST 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 parcels 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 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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How does your international delivery service work?

Please note we are only able to ship to Mexico and 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, Hawaii, Alaska, Mexico 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 732-553-1185 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 732-553-1185 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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