FAQs

Please find below some of our most frequently asked questions.

Can’t find the question you are looking for? You can reach out by email at info@rencollective.com, by phone at (408) 620-6980 or through our social media platforms.

SUPPORT

I have a question, how do I contact you?

You can email us at info@rencollective.com if you have any questions or want to learn more about us.

What are Ren Collective's business hours?

We are open Monday to Friday from 10:00 AM to 6:00 PM Pacific Time.

I messaged you on Instagram/commented on your post but you didn’t reply, what do I do?

Due to the high volume of notifications we receive, we unfortunately cannot catch every comment or DM sent to us. Please contact us at info@rencollective.com and we will get back to you as soon as possible. 

RETURNS POLICY

I want to return a product(s), how do I do that?

Your satisfaction and happiness is our top priority. We want to make your return process as painless as possible.

To learn more of our current return policy, click here. Don’t forget to look at our other product(s) to see if any of Ren Collective's other products can help you complete that look you were going for!

I received the wrong product(s) in my mail, can you help me?

Oops, sorry! - Contact us immediately and we will guide you through the process of correcting our mistake. 

My product(s) came damaged. What do I do?

If you received product(s) you think are damaged, please email as soon as possible to info@rencollective.com. Please provide multiple photos of the damage and proof of purchase. We will guide you through the process of correcting this issue without any extra charges.

I accidentally ordered the wrong product(s), can I re-order?

Everyone makes mistakes, we get it. Please refer to "I think I want to return a product(s), how do I do that?" above for instructions on how to request a return. Please note, shipping fees are non-refundable.

SHIPPING AND DELIVERY

I just made an order but I want to cancel it, what’s the deadline for canceling my order?

First of all, we are so sorry that your order didn’t work out for you. Make sure to browse our site to see if there isn’t another product that you are interested in. You have up to one hour after you make your purchase to cancel your order. After that, your order is already being processed and we cannot cancel it. 

How soon do you ship out the item(s)?

Our processing time is 2-3 business days from the day you purchased. Additional processing time is required during peak seasons and promotional periods. You will receive a confirmation email when your order is shipped. If you decide to make any major changes, please inform us within the first hour of your purchase. The sooner we know, the sooner we can start helping you out with those changes.

So I’ve ordered my product(s)... How long until my order arrives?

Depending on the shipping option you choose, your delivery time will vary.

I’m excited for my product(s) to arrive. Is there a way that I can track my package?

All U.S. shipped orders will be provided a tracking number in order to track your package conveniently.

I really want to make sure I get my product(s). Do you offer shipping insurance?

Yes, every package that is shipped by Ren Collective is covered by shipping insurance, because we know the product(s) are important to you. If your package is lost, damaged, or tampered with, please contact us immediately at info@rencollective.com.

ORDERS AND PAYMENTS

How do I place an order on your website?

You can place your order on our website by clicking on the product(s) you wish to purchase and click on ADD TO CART. Once you have added the desired product(s) to your cart, you can click on the link View My Cart in order to Proceed to Checkout. You will then be asked to provide your billing and shipping information in order to determine your shipping quote and credit card information. Once you have entered all your information, click on Place Your Order to complete the process. You will receive a confirmation email as soon as your order is placed.

I tried to place an order but there’s an error, what can I do?

Oh no! That’s terrible - here’s a pro-tip that hopefully work for you: clear your cookies and cache on your browser as some of these settings can be affecting your ability to checkout. If the problem still persists, please call our customer service number, (408) 620-6980, or email us at info@rencollective.com.

What types of payments do you accept?

We accept all major credit cards.

I’ve been told that my order required further verification, what’s happening?

Orders that are required further verification have been flagged by our Merchant as potential fraud risk. In order to provide all of our customers with a safe shopping experience, we require further verification in order to ensure the order is legitimate. We value your financial safety.

PRODUCTS AND PROGRAMS

Do you have promo codes?

We do have promotion codes available. Be on the lookout for them. Unfortunately, you can only use one at a time and promo codes cannot be combined with programs.