CONTACT US

FAQ

Do i have to have a Paypal account to order?

No. You can still order and checkout as a guest using the Paypal gateway using just a debit/credit card, an account is not required.

I haven’t received an order confirmation email?

The order confirmation emails may land in the junk folder, please double check in there before reaching out to us, we can re-send this if necessary.

I haven’t received my order?

Please allow at least 15 working days for your delivery to arrive with you before reaching out to us, on average the deliveries take around 7-15 working days to UK customers and 10-15 working days everywhere else however this is only an estimate, it can take longer and we ensure all orders are fulfilled as quickly as possible. PLEASE ALSO DOUBLE CHECK ON THE PRODUCT PAGE OF THE STYLES ORDERED, WITHIN THE PRODUCT DESCRIPTION AS IF THE ITEM YOU HAVE ORDERED IS A PRE-ORDER IT WILL ADVISE THE PRE-ORDER ADVICE WITHIN THERE, THE STANDARD DELIVERY TIMEFRAME ESTIMATE ADVISED AT THE CHECKOUT WILL ALSO APPLY ONCE YOUR PRE-ORDER IS READY.  PRE-ORDERS CAN ALWAYS BE SUBJECT TO CHANGE AND CAN TAKE SOME TIME.

Can you deliver my order any quicker?

If an item is available for quicker delivery the website will now advise this at the checkout via your delivery options. Sometimes there is scope to fast track an order or upgrade to faster delivery for a surcharge, please reach out to the customer care team to see if this option is available for you.

Will i have to pay any import taxes?

If you select UK/Worldwide Express Delivery 3-7 working days £14.99/£19.99 you may be liable to pay import duties/taxes yes, this will be your responsibility. Currently if you are a resident in the UK or anywhere else in Europe and you select UK Free delivery estimated 7-15 working days we will cover and pay the import duty and VAT for you majority of the time so you will not be subject to pay these, for customers ordering from anywhere else in the world you may likely be subject to pay import duty/taxes and this will be your responsibility to pay.

I have not received a dispatch email or an update with my tracking details?

We don’t send dispatch emails due to the nature of the service we offer and how everything is processed however please rest assured your order is dispatched as soon as possible, your unique tracking details will then be generated close to your delivery day, at which point this will be sent to you via email or through Paypal, please rest assured that we are processing your order to you and it will arrive as soon as possible.

 

Customer feedback is the lifeblood of our business. Tell us what’s on your mind, good or bad

 

EMAIL US

We aim to respond to all customer correspondence within 1-2 working days and look forward to hearing from you!

PLEASE NOTE DUE TO HIGH ORDER VOLUMES IT IS TAKING LONGER THAN USUAL TO RESPOND TO EMAILS, PLEASE REST ASSURED SOMEONE WILL RESPOND AS SOON AS POSSIBLE AND YOUR PATIENCE IS APPRECIATED.

Please only send one email per correspondence, sending more will delay your response time, many thanks.

Please email the customer care team direct at info@renesmees.co.uk