FAQs – REN Clean Skincare

FREQUENTLY ASKED QUESTIONS

By creating an account with REN Skincare, you are eligible for exclusive benefits including REN reward points and other discounts. Your REN Skincare account also enables you to shop easily without having to enter your details each time.
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.
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.
Welcome to REN Clean Skincare! If you wish to open an online account with REN, simply click here.
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 like to deactivate your REN account, you'll need to get in touch with our customer care team at customercareuk@renskincare.com. Please provide the following details:
Subject Line: “Account Deactivation Request”
- The email associated with your account on our website.
Once our team has received and reviewed your email, they will reach out to notify you once your account has been deactivated.

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, your account will auto-update and you will see the latest total. Please note that it can take up to 14 days to see new points reflected in your account. Points are not valid on recently launched products or value sets and points expire 12 months after they are earned.
You can redeem your REN reward points at checkout (on the delivery page) only when you have accumulated enough points to redeem. Please make sure you are logged in to your account to see available points to redeem. Points are not valid on recently launched products and Value Sets.
To change your password, you can do the following:
- Log in 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,
- Enter your new password,
- Click ‘Save’.
- Once you have changed your password, an email will be sent asking you to confirm your new password.
- Click on the link and you’re all set!
Unfortunately, gift cards are currently not available, but we're working on getting them up and running soon!
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.

Installments by Clearrpay is a service that allows you to purchase now and pay later. Payments are made in 4 installments and charged every 2 weeks, without any interest!
Just shop on Merchant Site and check out as normal. At checkout, choose the Clearpay payment method. You will be directed to the Clearpay website to register and provide payment details (Visa, Mastercard or Amex).
If you've used Clearpay before, just log in to your Clearpay account.
Then complete your order!
Take a look at the Clearpay Shop Directory to check out our amazing partners where you can use Clearpay.
Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address.
Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account.

Other eligibility criteria apply. See Clearpay Terms of Service for further details.
Clearpay will split the total value of your order into 4 instalments payable every fortnight. The exact amounts and dates will be displayed for you to agree to before you confirm your purchase.

If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.

You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.
If you cannot make a payment, please contact Clearpay here.

As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.

Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £24, whichever is less.

Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.

Clearpay orders are delivered within our standard delivery timeframes like any order from REN Clean Skincare.
Yes, your order value including shipping must be less than £1000 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.
Yes, you may also use a gift card, cash, or a promotional code with Clearpay to pay for your purchase.
Items purchased with Clearpay follow our standard return process.
Please note, refunds for Clearpay purchases will be refunded from REN Clean Skincare to Clearpay. We cannot provide an exchange or cash refund.
When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the merchant has confirmed the receipt of any return goods, you will be liable to continue to make your payments to Clearpay.
Visit the Clearpay websiteherefor a comprehensive list of FAQs, Clearpay Terms of Service here, and Privacy Policyhere.

You can buy REN Clean Skincare products here.
If you're having trouble placing an order, please contact our customer care team by email at customercareuk@renskincare.com with the following details:
Subject Line: “Help With My Order”
- A brief description of the issue you are facing while trying to place your order.
Days/Times
Monday - Friday (excluding Holidays)
9 AM - 5 PM GMT+1
Unfortunately, orders cannot be amended or canceled after they have been placed.
Note: If an order has already been processed, it may not be canceled.
Please check your junk and spam folders.
Not there? Please email our customer care team at customercareuk@renskincare.com with the following details:
Subject Line: “Didn’t Receive Confirmation Email”
- The email you used to place your order.
- Your order number.
Once our team receives and reviews your email, they will reach out and do their best to assist you.

Sometimes, mistakes happen and we’d like to apologize if we’ve made one.
Please email our customer care team at customercareuk@renskincare.com with the following details:
Subject Line: “Missing Item in Order” or “Wrong Item in Order”
- The email you used to place your order.
- Your order number.
- The item that is either missing, OR;
- The item that was incorrectly sent to you & the item that you should have received.
Once our team receives and reviews your email, they will reach out with next steps and follow up with our warehouse to investigate what happened.
We apologize if your item is faulty. Please email our customer care team at customercareuk@renskincare.com and provide the following details:
Subject Line: “Faulty Product”
- Clear images of the product and its fault
- The batch code printed on the crimp / base of the product.
Once our team has received and reviewed your email, they will reach out with next steps. Once we receive the faulty product, a replacement product will be sent out to you.
We apologize if you didn’t receive your samples.
Occasionally we will sell out of certain samples and cannot guarantee that everything packed will match your selection on our website. Please understand that based on availability, we reserve the right to substitute and/or cancel samples at any time.

Only one promotional code can be applied per order. Please check the details of the promotion when you receive it.
We understand that mistakes can happen sometimes. Please reach out to our customer care team at customercareuk@renskincare.com as soon as possible and provide the following details:
Subject Line: “Forgot Promotion Code”
- Please provide a one sentence summary explaining what happened.
- Please provide your order number.
As soon as we review your email, we will attempt to apply the promotion code for you.
Note: If your order has already been processed or shipped we cannot guarantee that the item or discount will be added.
All promotions are applied in the checkout experience. Once you have started the checkout process, please enter your promo code in the “Promotion Code” box before completing your order. You should see your promotion code reflected in your order/total before pressing "Complete Order".
Note: Please ensure that you have entered your promotion code correctly. If your order has already been processed or shipped we cannot guarantee that the item or discount will be added.

All orders over £30 are eligible for free delivery within the United Kingdom.
REN Skincare captures payments instantly, whether your payment was processed via Credit Card or PayPal.
If your payment has been declined, 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 your 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 customercareuk@renskincare.com with the following details:
Subject Line: “Credit Card Declined”
- A brief description of the issue you are experiencing.
Once our team has received and reviewed your email, they will reach out and do their best to help you with the issue.

The packaging of this product has been designed to minimize contact between product and air by adding a 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.
All our new products are manufactured using vacuum-pack to store the content of the product. This form of packaging is used 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.
Although allergic reactions to REN products are very rare, 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 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.
Occasionally an air bubble gets into pump componentry and stops it from working.
The following method will clear the air from the pump:
- Hold the bottle upside down with the lid on.
- Bang the bottle down against a solid surface two or three times (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 our team at customerserviceusa@renskincare.com with the following details:
Subject Line: “Faulty Pump”
- Please provide a description of the issue you are experiencing with the pump.
Once our team has received and reviewed your email, they will reach out and do their best to assist you.
We apologize if the product you have purchased elsewhere is faulty. Please contact the stockist where you purchased it to request a refund or exchange.
Products not ordered on the REN Skincare website cannot be refunded or exchanged.
While our formulas do not change, the color, texture and fragrance of natural ingredients used in our formulas can vary slightly in different batches. This is an effect of using natural ingredients.
Per international regulations, products need to be labeled in different languages. Cartons were introduced to our product packaging in order to provide this information. Our cartons are made from paper from managed forests and are printed with vegetable ink.

All REN products are manufactured in the UK.
We have changed the packaging on some of our products to make them more environmentally friendly and easier to recycle. You can view this information on every product page on our website.
We do not test any of our products on animals. Our products are also 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 March 11th, 2013.
This means that any products or ingredients that are tested on animals after March 11th, 2013 are now banned from sale in the EU.
REN Skincare does not use synthetic fragrance or colors, pore-blocking petrochemicals, silicones, sulphates, PEGs, TEA/DEA, parabens, urea or animal ingredients in its products.
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 fertilizers, genetically modified ingredients, or chemical additives (such as preservatives, colorings, etc).
However, it’s becoming more common for the term organic to be used when referring to skincare products. Currently, its meaning and context is vague.
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 that only use essential oils and vegetable oils. It is in the realm of other ingredients necessary in skincare (such as emulsifiers, stabilizers, preservatives and so on) that the term “organic” is harder to define.
At REN Skincare, we are concerned that the focus on the word “organic” is being used to distract consumers away from more serious issues about the ingredients contained in the skincare products being bought. 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.
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 preservatives to an absolute minimum. We are continually reviewing the preservatives that we use.
None of our products contain nanoparticles and no processes used in producing our products/ingredients create any nano-sized particles as a by-product. No nanoparticles are incorporated in our products by any other means.

We want you (and your skin) to be happy. So, if you’re not satisfied - we can offer a refund. If you've changed your mind about a REN product, you can return your order within 30 days from the date of purchase. Please note we offer free returns and are unable to refund the postage charge for orders upon return or assist with returns from other retailers or vendors.

Contact our team here and they can help organise this for you.

Returning your items

Goods must be returned within 30 days of the goods being delivered to you. Please note if you have received a free gift with your purchase, you must return the free gift in addition to the products purchased. We do not offer partial refunds on bundles or sets and all items must be included in your return to qualify for a full refund.

We will not refund shipping costs unless the goods you received were damaged or delivered in error..

Goods must be sent to the return address provided without delay and returned within 14 days of the cancellation being communicated. For any goods not returned within 14 days, you will not be refunded, and will have to bear the cost of returning the goods to you.
Goods must be returned within 30 days of being delivered to you. If you have received a free gift with your purchase, you must return the gift in addition to the purchased products. We do not offer partial refunds on kits or sets and all items must be included in your return to qualify for a full refund.

Please follow the below steps to ensure your return is processed correctly:

Contact customer service on CustomerCareUK@renskincare.com so our team can register your return, our team will provide you with a Royal Mail Returns Label/QR code for you to return this free of charge to your local Post Office.
Pack the products carefully so they are not damaged in transit and include the original packing slip.
Take the package to your local Post Office.
Only returns that can be traced back to our warehouse will be credited. Your return is tracked with Royal Mail and should arrive at our warehouse within 48 hours of return.
Returns can take between up to 10 working days for our team to process, once we have received your return a refund will be credited to your original method of payment. Refunds on your credit/debit cards can take up to 30 days depending on your bank’s policies. We apologise that original and return shipping and handling fees are not refundable. Only products purchased through our website may be returned.

Goods must be sent to the return address provided without delay and returned within 14 days of the cancellation being communicated. For any goods not returned within 14 days, you will not be refunded, and will have to bear the cost of returning the goods to you.
Any product not purchased on the REN Skincare website needs to be returned to its original place of purchase in order to request a refund or exchange.
If the retailer is unable to provide assistance, please email our customer care team at customercareuk@renskincare.com and our team will do their best to assist you.
We cannot guarantee any returns placed through other retailers or unauthorized sellers.
For orders placed using a credit card, it will take 3 business days for the refund to reflect in your account after processing.
Purchases made via PayPal will be refunded immediately and a notification will be sent to you.

We aim to handle all returns within 7 business days of receiving your parcel.
Please email our customer care team at customercareuk@renskincare.com with the following details:
Subject Line: “Return — Forgot RMA Note”
- A picture of your proof of postage receipt.
- Your order number
Once our team has received and reviewed your email, they will pass this information on to our warehouse to assist.
Orders placed on our official website cannot be returned in-store for a refund or exchange.
You will need to return your items to us by initiating a return ticket via email customercareuk@renskincare.com with the following details:
Subject Line: “Return Item Request”
- The email you used when you placed your order.
- Your order number.
- The item you wish to return
Once our team has received and reviewed your email, they will reach out with next steps.

Standard orders are processed on the day of receipt (excluding Saturdays and Sundays), if placed before 12:00PM PST and should be with you within 5-7 business days.
Orders placed on Saturdays, Sundays and holidays will be processed the following business day.
If it has been more than seven business days and you have not received your product, please contact our customer care team by email at customercareuk@renskincare.comwith the following information:
Subject Line: “Order Has Not Arrived”
- The email you used to place your order.
- Your order number.
- The date you placed your order.
Once our team has received and reviewed your email, they will reach out to assist you in locating your order.
Please note that processing times may increase occasionally when there is especially heavy demand (e.g. around the holidays).
If your order has been sent to you using a trackable service, you can follow its journey to you:
- Log in to your account,
- Go to the 'My orders' section.
UK Standard Delivery - £3.95 & free on orders over £30.
Delivered by Royal Mail within 3-5 working days.

Unfortunately, we are unable to redirect your package to a different address.
However, you can try to contact the courier with your tracking details and they should be able to help you.
If you wish to place an order for delivery in other countries:
- United Kingdom: please visit www.renskincare.com
- France: please visit www.renskincare.fr
- Ireland: please visit www.renskincare.ie

Still Need Help?

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0808 164 0614

Monday - Friday:
9 AM - 5 PM GMT+1

Email Us

customercareuk@renskincare.com

We aim to respond within 24 business hours.

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