Shipping Policy

In short: orders are processed in 1–3 business days and delivered in 10–20 business days. Shipping is €4.95 in Spain and the EU (free over €40) and €9.95 everywhere else (free over €70).

1. Where your order ships from

REN & HEM is a small independent store. We do not manufacture the products we sell — we select them, and orders are shipped directly from our supplier's warehouse, which is located outside the European Union. This is why delivery takes 10–20 business days rather than two or three, and we prefer to say so clearly before you buy rather than after.

2. Order processing

Orders are processed within 1–3 business days of payment confirmation. You will receive an order confirmation by email immediately, and a shipping confirmation with tracking information once the order has been dispatched. Orders placed at weekends or on public holidays are processed the next business day.

3. Shipping rates and delivery times

Destination	Cost	Free over	Delivery
Spain	€4.95	€40	10–20 business days
European Union	€4.95	€40	10–20 business days
Rest of the world	€9.95	€70	10–20 business days

Rates are shown in your local currency at checkout. Delivery times are counted from dispatch, not from the moment you order, and are estimates rather than guarantees.

4. Tracking your order

Once your order ships you will receive an email with a tracking number. Please allow 24–48 hours after that email for the carrier to register the first scan.

5. What can delay a delivery

Customs and import procedures
Peak periods such as holidays and sales events
Carrier delays outside our control
Incorrect or incomplete delivery addresses

6. Customs, import VAT and duties

Because orders are dispatched from outside the European Union, import VAT or customs duties may apply on delivery depending on your country and the value of the order. These charges are set by your country's customs authority, are not included in our prices, and are the responsibility of the customer.

We recommend checking your own country's import thresholds before ordering.

7. Undeliverable packages

If a package is returned to us because it could not be delivered — wrong address, unclaimed at a collection point, and so on — we will contact you with the option to reship (an additional shipping charge may apply) or to receive a refund minus the original shipping cost. Please make sure your delivery address is complete and correct at checkout.

8. Lost packages

If tracking shows your parcel as delivered but you have not received it, please check with neighbours and building management, look in any safe place the carrier may have used, and contact your local post office with the tracking number. If it still cannot be found, email us within 7 days of the delivery date and we will open a claim with the carrier.

9. Damaged packages

If your order arrives damaged, email us within 7 days of delivery with photos of the packaging and the product. We will send a replacement or issue a full refund, and you will not need to return the item.