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Terms and Conditions

For further information or for telephone orders please call: 01524 32971

Our Guarantee

All details of our delivery and return policy can be found under Delivery & Returns on our home page.

Customers are advised that styles & colours may differ slightly from time to time from the images shown.

Security

Please note that payments are taken on a secure website so that you may order with confidence. We respect your privacy and we do not sell our mailing list or pass customer information on to any third party other than to our secure server solely for the processing of orders.

We conform to the Data Protection Act, 1998.

Payment

Payment for goods is not taken until they are dispatched. If we are temporarily out of stock of any items ordered, you will be informed and you will have the right to either leave the goods on order or cancel the outstanding items.

Under the Consumer Protection Act 1987, we do not enter into a contract of sale until the time your payment is processed.

Returning Goods

Customers are responsible for any returned goods reaching us and should therefore obtain a proof of posting certificate (available free from your Post Office) in the event that your returned package is not received by us.

Cancelling Orders

Under the United Kingdom’s Distance Selling Regulations, you have the right to cancel your order at any time from the point of ordering until seven working days after delivery. Should you wish to do so, please email info@renesfashion.co.uk or telephone us on 01524 32971.

International Orders

We are happy to supply goods internationally but countries outside the European Community may make additional import duty charges. We regret that this is beyond our control and customers are advised that they are liable for any such charges.

Although goods sent to addresses outside the EU are not subject to VAT, Renes Fashion customers pay the same prices worldwide – this covers some of the additional costs of providing a service to our international customers.

I have not received my parcel

In the unlikely event that after allowing the appropriate delivery time there is no sign of your parcel, please let us know and we’ll begin an investigation with the carrier. Carriers only allow investigation within certain time frames, so please note that non-receipt of a parcel will need to be reported to us within 45 days of the date of shipping. Unfortunately, after this time we will be unable to assist.

 

Delivery

UK (Standard) delivery – £5.95

UK Standard delivery to any UK address costs only £5.95. Parcels are sent out by DHL Express Domestic and will ordinarily arrive within 1-2 working days. A signature will be required. You will receive email confirmation from DHL regarding the delivery.

UK (Premium) delivery – £12.95

We offer an express delivery service for UK addresses only. Orders will be sent by DHL Express 12. All orders received before 1pm will ordinarily arrive before 12 noon on the following working day. Please note that orders placed before 1pm on Friday are only guaranteed for Monday and orders placed after 1pm on Friday are only guaranteed to arrive on Tuesday. A signature is required for this service. You will receive email confirmation from DHL regarding the delivery.

Collect at store – Free

At basket checkout, you will be given the option to collect your order from our Shop at 23-25 Common Garden St, Lancaster, LA1 1XD. This will ensure your purchases are confirmed, reserved, paid for and ready for collection during normal opening hours three hours after you have received confirmation by email from us.

European Delivery – £18.00

We are happy to send parcels to addresses anywhere in Europe. These will be sent by DHL Express Worldwide are charged at £18.00 an order and can take up to 3 days to arrive. If a parcel is over 2kg in weight a surcharge may apply, but we will contact you to discuss.

This price does not include any import duties or local taxes, for which the recipient is responsible.

US & Canada- £22.00

We are happy to send parcels to most addresses outside Europe. These are charged at £22 an order and will be sent by DHL Express Worldwide and can take up to 5 days to arrive. If a parcel is over 2kg in weight a surcharge may apply, but we will contact you to discuss.

This price does not include any import duties or local taxes, for which the recipient is responsible.

Returns

We hope you love everything you buy from Renes Fashion. However, if you do need to return anything, please read the notes below.

We are happy to accept unworn/unused items (with all original tags still in place and original packaging) for exchange or refund within 14 days of receipt. Returns which do not meet these criteria will not be accepted. Please note that all postage costs are non-refundable.

If you wish to exchange a product for a different size, a different colour or a different product, we can offer a very quick turnaround with replacement items normally being sent out within one or two working days of receiving your goods. Please note that this may take substantially longer at sale time. There is no additional delivery charge for UK exchanges.

To make a return or exchange, please complete and return the form on the return of your invoice enclosed with your purchase together with the unworn item/s to

Returns, Renes Fashion Ltd, 23-25 Common Garden St, Lancaster, LA1 1XD

You will receive an email to confirm receipt of the return and that a refund/exchange has been processed. We recommend that you request proof of postage at the Post Office as we cannot be held responsible for items missing in the post.

For ‘Collect in Store’ orders, you will be able to make an exchange or return within 14 days of our email to you confirming that your items are ready for collection.

In the unlikely event that your purchase is faulty, we should be grateful if you would email us at info@renesfashion.co.uk to inform us of the nature of the fault and we can arrange either a replacement or a refund depending on stock availability. Please quote your name, address and order number and provide full details of the fault.

You can contact us

Non-Returnable Items

The following items cannot be returned for refund or exchange: underwear (if the hygiene strip has been removed), earrings, tights.