FAQs

ORDER
PRODUCTS & SIZES
RETURNS & REFUNDS
PAYMENTS
SHIPPING & DELIVERY
ACCOUNT & TECHNICAL ERRORS
CONTACT & ENQUIRIES
ORDER
What is the status of my order?
You can check the status of your order in your Account and My Orders section when you are logged in. 

Once your order has been shipped please allow up to 24 hours for the shipping confirmation email.

You can track your parcel via the link on the confirmation email to follow it’s delivery.
I've entered my shipping address wrong - how can I change it?
Please contact Customer Care right away: retail@maisonrena.com 

If your order hasn’t been shipped we can change your address. However, if it’s too late you will need to get in touch with your shipping services to redirect your parcel.
I want to make a change to my order, what can I do?

Please email our Customer Care team immediately for assistance: retail@maisonrena.com

If your order has already been dispatched, unfortunately we are unable to make any changes.

I want to cancel my order, what can I do?
If your order has not been dispatched our Customer Care team can cancel your order and issue you a store credit.

Please contact our Customer Care team to proceed. If your order has already been dispatched, unfortunately we are unable to make any changes.
Can I exchange an item?
We apologise but exchanges are not available right now.
What if I receive an incorrect item?
We apologise if an item you have received is not what you ordered. Please lodge an exchange via our email retail@maisonrena.com to offer you a replacement of the incorrect item.
What if my order arrives damaged or faulty?
We apologise if an item you have received is not in perfect condition. Please email an image of the fault, along with your Proof of Purchase (ie. order number) to retail@maisonrena.com for further review.

We have a 4-week faulty claims period, in which case we can offer repair, replacement or refund options.
What is the status of my order?
You can check the status of your order in your Account and My Orders section when you are logged in. 

Once your order has been shipped please allow up to 24 hours for the shipping confirmation email.

You can track your parcel via the link on the confirmation email to follow it’s delivery.
I've entered my shipping address wrong - how can I change it?
Please contact Customer Care right away: retail@maisonrena.com 

If your order hasn’t been shipped we can change your address. However, if it’s too late you will need to get in touch with your shipping services to redirect your parcel.
I want to make a change to my order, what can I do?

Please email our Customer Care team immediately for assistance: retail@maisonrena.com

If your order has already been dispatched, unfortunately we are unable to make any changes.

I want to cancel my order, what can I do?
If your order has not been dispatched our Customer Care team can cancel your order and issue you a store credit.

Please contact our Customer Care team to proceed. If your order has already been dispatched, unfortunately we are unable to make any changes.
Can I exchange an item?
We apologise but exchanges are not available right now.
What if I receive an incorrect item?
We apologise if an item you have received is not what you ordered. Please lodge an exchange via our email retail@maisonrena.com to offer you a replacement of the incorrect item.
What if my order arrives damaged or faulty?
We apologise if an item you have received is not in perfect condition. Please email an image of the fault, along with your Proof of Purchase (ie. order number) to retail@maisonrena.com for further review.

We have a 4-week faulty claims period, in which case we can offer repair, replacement or refund options.
Where are Rena Couture clothes manufactured?
Each of our unique pieces are individually created in our workshop in Casablanca, crafted during a full week under the hands of a single maalem.
How often do you have new collection drops?
We have brand new collections and clothes you will love coming into our workshop every few months.
In what sizes do you have your clothes available?
All Rena Couture garments are one size fits all.
How can I wash your products?
Rena Couture offers clothes with high end materials that require your attention to stay soft and beautiful. To preserve the beauty of your clothes, it is recommended to wash these velvety soft items one at a time in the sink.

Fill your basin with cool or cold water to help keep the color, then add a gentle detergent that's free of harsh ingredients. 

Place the garment in the water, give it a stir, and let it sit for just a few minutes. Next, drain the soapy mix and rinse with cool, running water.

It is by following these recommendations that your garment will remain beautiful in time and that its material will not be altered. In addition, we recommend that you wash your clothes before use.
Do you offer refunds?
Yes, we provide refunds. Please email our Customer Care team for assistance: retail@maisonrena.com

The shipping costs of your order are non-refundable.
I think my item is faulty, what do I do?
Please contact our customer care team straight away via our email retail@maisonrena.com, providing images of the faulty item - this will speed up the return process.
Do you cover the cost of the return?
You will be required to pay for your own shipping costs if you decide to return your order for a direct refund. Shipping costs of your order are non-refundable.
How long will it take to process my return?
Please allow 10 business days for returns processing once your return orders arrival back to our warehouse.
Have you received my return?
You can check the return tracking on your label to see if your item has been delivered. Once delivered please allow 10 business days for returns processing.
How will I be refunded?
Upon receipt, your items will be checked to make sure they meet the conditions and once cleared, you will receive a refund or credit note for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. 

You will receive an email notification of the status of your refund once finalised. We do not refund initial shipping charges for items returned. We are not liable for the loss of garments being returned. We recommend using a traceable delivery method and taking note of your tracking number.
What payment options do you offer?
We have lots of different payment options to suit our customers:
  • Debit card 
  • Credit card
  • PayPal
  • Apple Pay
  • Google Pay
Do you have any buy now, pay later options available?
We apologise, but right now this payment option is not available.
My payment was declined - what can I do next?
If your payment method had been declined then you will need to place your order again, unfortunately we aren't able to reinstate the order. Before you do this, speak to your banking or payment provider to see why this has happened.

If payment has been taken please let us know through our Customer Care email: retail@maisonrena.com 
What countries do you ship to?
Currently we ship worldwide, excluding Russia & Ukraine due to current restrictions.
How long does it take for my order to be dispatched?

Usual dispatch time is within a week. Although delays may be encountered during some periods (Christmas, Black Friday...).

What are the delivery times?
Our delivery times depend on the country we send your order. Delivery times for each country are the following:
  • Spain: 1 - 4 business days
  • Europe (including UK): 4 - 10 business days
  • Rest of the world: 7 - 10 business days
When will I receive my tracking?
As soon as your order is fufilled by our online team, you will receive the tracking link for your order.
Will I have to pay duties & taxes?
Import Duties & Taxes may be payable for import into your country. Duties and taxes levied against your order will differ according to your country’s own customs and tax laws.

Delivery costs do not include any taxes or duties which may be applied by customs at your destination country. Any taxes or duties incurred are the responsibility of the delivery recipient.
The tracking doesn't show any tracking event?
Tracking will show once scanned & sorted by the postal service. If you don't have tracking after 24 hours please contact our Customer Care, or your postal service.
How do pre-orders get dispatched?
Pre orders are dispatch 1-2 days after arrival to our warehouse and are fufilled in order of date of purchase.
Can I get my other items sent out first before my pre-order?
We provide split shipments for orders with in-stock & pre-order items.
Will I get a refund if the courier loses my parcel?
We will do everything we can to get the parcel back to you! We deal with this on a case by case basis and will speak to the courier to see if we can locate your parcel. If we cannot find your parcel we will send out a replacement to get to you as soon as possible.
What do I do if I get an error when trying to place my order?
Sometimes, errors while placing an order are due to an easy-to-fix issue with these troubleshooting solutions.

Browser choice: while we're still fine-tuning things for other browsers, our website functions the best on Google Chrome.

Credit cards: please ensure you enter your credit card number without any dashes or spaces.

Shipping details: if you are unable to submit an order and the 'Place Your Order' button is grey out, there may be an issue with the saved shipping details in the checkout. Once your name, address and phone number are updated correctly, there will be a tick next to each field and the 'Place Your Order' button should turn black.

Deleting cookies: cookies are files stored on your computer that contain information about your internet browsing. Sometimes old cookies can cause errors when making payments online. So please delete the cookies based on the browser you are using.

If you continue to have issues after following the troubleshooting steps, please contact our Customer Care team by submitting an email to retail@maisonrena.com so we can investigate the issue further.
I can’t place an order, it's saying the payment has failed.
Sometimes this can be resolved with some quick troubleshooting steps. Please check the following reasons:

- Check if all of your information in the checkout is complete (address, delivery option, phone number)

- Try to log out and into your account

- Clear cookies and cache and try again. Also, we recommend using Google Chrome.


We also suggest using other devices or using a secondary payment method.
I can't add my items to my shopping cart.
Due to high traffic and sales, it is likely that the item you were after was purchased by another customer while you were adding the item to your bag. During peak periods, it can take a few minutes for the stock levels to update on the website.

This also can be resolved with some quick troubleshooting steps. Please complete the below troubleshooting steps:

  • Refresh your App/browser
  • Clear cache and try again
  • Add the item to your wishlist then add it back to your bag.

If these steps do not help then it is likely that the item you’re after was purchased by another customer – we’re so sorry for the disappointment caused by this. Be sure to add it to your wishlist so we can notify you if it comes back in stock!
I'm having trouble signing into my account.
You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn't recognised, there are a few things worth checking:

Make sure you are using the same email address and password you registered with.

If you can't remember your password, click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.

If your issue isn't password-related, here are a few things you may want to check:

  • Make sure that the 'Block all cookies' function is disabled in your browser's settings
  • Check that Javascript is enabled in your browser's settings
  • Make sure that you don't have any content blockers installed
  • Make sure that your device clock is accurate. For security reasons, if your device clock is fast, you won't be able to access your account. You can resolve this problem easily by setting the time on your device to default.

If, after this, you still can't sign in, contact our Customer Care team and give them as much detail as you can about the issue, including screen shots of any error message you receive and what you've done so far to try to resolve the issue at hand.
I'm having trouble accessing your website. What should I do?
If you're having trouble with the website, we suggest that you try the following:

1. Delete your cookies. You may need to delete your cookies. A cookie is a small file we store on your computer to let us know who you are next time you visit us.

Please note that if you have added items to your bag while not logged in, you'll need to make a note of the product name/code as deleting your cookies could clear this history.

On most internet browsers you can delete your cookies using 'Tools' or 'History'.

2. Restart your browser. Once you've cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.

3. Update your operating system. We also suggest that you use the latest version of your operating system provider e.g. Windows, Mac OSX etc.

4. Contact us. If you're still having problems, contact our Customer Care Team retail@maisonrena.com with the following information:

As much details as you can about the issue
Screenshots of any error messages you receive
Which web browser you're using (e.g. Edge, Firefox, Chrome, Safari etc.)
What you've done so far to try to resolve the issue
I'm having trouble entering an address on my account.
You can add, remove and update your address details by logging into Account and clicking on Manage Addresses.

Once selected, take the following steps:

1. Add a new address

- Click add new address and fill out the fields. If the address finder doesn't locate your address, you can click enter address manually.

- If your address is too long to fit on to one line, you can use the second line to fill in your full address details.

2. Remove address

- If there are any addresses you no longer use, we recommend removing these from your address book. You can do this by clicking on the remove icon next to the address you'd like to delete.

3. Update address

- Select the edit icon in the top right hand corner of the address you're looking to update. Once selected, you'll be able to update your delivery information, contact number and set an address as your default.

Don´t forget: whenever you update or add an address, always remember to click Save address so that the new details are ready for you next time you shop.
Customer Care Contact
If you have any other enquiries, you can contact our Customer Care team via the email retail@maisonrena.com 
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