FAQ

Shipping & Delivery

How long does shipping take?

We process orders within 1–3 business days. Standard delivery is then 10–20 business days. You'll receive a confirmation email with tracking information as soon as your order ships.

Where do your products ship from?

We're a small independent store and we don't manufacture what we sell — we select it. Orders are shipped directly from our supplier's warehouse to you, which is why delivery takes 10–20 business days rather than two. We'd rather be upfront about that than surprise you after you've paid.

Do you ship internationally?

Yes, we ship worldwide. Shipping in Spain and the EU is €4.95 and free over €40. Everywhere else it's €9.95 and free over €70. Any 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 follow on the carrier's website.

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

Occasionally shipping is delayed by customs or carrier issues. If your order hasn't arrived within 25 business days, email 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 and in their original condition and packaging. If something isn't right, we'll make it right.

How do I start a return?

Email hello@renandhem.com with your order number and the reason for the return, and we'll guide you through it step by step.

When will I receive my refund?

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

My order arrived damaged or defective — what now?

We're sorry. Email us within 7 days of delivery with a photo of the damage and we'll send a replacement or issue a full refund — you don't need to return the item.

Products

What materials are your products made from?

Mostly natural materials: bamboo, solid wood, cotton, linen, ceramic, glass and cellulose. The exact composition of each item is listed on its product page.

Are your products eco-friendly?

We choose natural and reusable materials wherever we can, and most of what we sell is designed to replace something disposable — a Swedish dishcloth instead of paper towels, a beeswax wrap instead of cling film, mesh bags instead of plastic ones. We don't hold third-party eco certifications, so we won't claim any.

Can I use them with food?

Our kitchen and tableware items are intended for food contact. Specific materials and care instructions are listed on each product page — please follow them, particularly for wood and bamboo, which shouldn't be soaked or put in the dishwasher.

Orders

Can I change or cancel my order?

Contact us within 24 hours of ordering and we'll do our best. Once an order has been dispatched we can't modify or cancel it.

What payment methods do you accept?

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