FAQ

Shipping & Delivery

How long does shipping take?

Standard shipping takes 7–14 business days. We process all orders within 1–3 business days before dispatch. You’ll receive a confirmation email with your tracking information as soon as your order ships.

Do you ship internationally?

Yes! We ship to most countries worldwide. Shipping times and costs may vary depending on your location. Any applicable customs duties or import taxes are the responsibility of the customer.

How can I track my order?

Once your order ships, you’ll receive an email with a tracking number. You can use it to follow your package’s journey on the carrier’s website.

My order is taking longer than expected — what should I do?

Occasionally, shipping may be delayed due to high demand, customs processing, or carrier delays. If your order hasn’t arrived within 20 business days, please contact us at hello@renandhem.com and we’ll look into it right away.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery. Items must be unused, in their original condition and packaging. We want you to love what you ordered — if something isn’t right, we’ll make it right.

How do I start a return?

Email us at hello@renandhem.com with your order number and reason for the return. We’ll guide you through the process step by step.

When will I receive my refund?

Once we receive and inspect the returned item, we’ll process your refund within 5–7 business days to your original payment method. Please note that shipping costs are non-refundable.

My order arrived damaged or defective — what now?

We’re sorry to hear that! Please email us within 7 days of delivery with a photo of the damage. We’ll send a replacement or issue a full refund — no need to return the item.

Products

Are your products eco-friendly?

Yes — sustainability is at the heart of REN & HEM. We prioritise natural materials like bamboo wherever possible and continuously work to reduce our packaging footprint.

What materials are your products made from?

Our home organisation products are crafted from high-quality natural materials, including bamboo, solid wood, and durable non-toxic components. You’ll find specific material details on each product page.

Are your products safe for food contact?

Yes. Our kitchen and tableware products are made from food-safe, BPA-free materials that meet standard safety requirements. Refer to each product page for specific care instructions.

Orders

Can I change or cancel my order?

We process orders quickly, but if you need to make a change, please contact us within 24 hours of placing your order. Once dispatched, we’re unable to modify or cancel it.

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as PayPal, Apple Pay, and Google Pay. All transactions are secured with SSL encryption.

I entered the wrong shipping address — what do I do?

Contact us immediately at hello@renandhem.com. If your order hasn’t shipped yet, we can update the address. Unfortunately, we cannot make changes once the package is in transit.

Contact Us

How can I get in touch?

We’d love to hear from you! Reach our team at hello@renandhem.com. We aim to respond to all enquiries within 24–48 hours on business days.

Do you have a phone number?

We currently offer support exclusively by email to ensure every query gets a thorough, personalised response. Drop us a message and we’ll get back to you as quickly as possible.