FAQ

All REN products are handcrafted by artisans.

The country of manufacture varies depending on the material. Rather than limiting production to one place, we choose locations that best suit each material and technique, working with skilled partners in each region. This approach allows us to bring out the natural qualities of the materials. Currently, our products are made in Japan, Bali, and India.

As part of our approach, we believe leather can be used more freely in everyday life without excessive care.
Simple maintenance, such as wiping the surface, is usually sufficient. If you choose to use leather care products such as creams or waterproof sprays, we recommend testing them on a less visible area first.

At REN, we do not hide scratches and uneven coloring, which are the hallmarks of natural materials, with coatings, but rather respect the texture and individuality of the leather as it is. For this reason, there is almost no product without flaws and wrinkles. For details, please refer to the concept page. Please note that we do not accept exchanges of products due to scratches or wrinkles.

Most of the leather used by REN is natural leather with no surface coating. When wet with rain or sweat, or when subjected to friction, the color will fade more easily than usual. In particular, when rain or other water permeates the bag, there is a greater chance of the dye transferring to items in the bag. Please be careful when matching the bag with white, beige, or other light-colored clothing.

Natural leather tends to absorb moisture and oil. Colorless stains such as rain or water may become less noticeable after drying, but dark-colored or oily stains such as coffee or sauce will stain. In addition, many products do not have a topcoat or other stain-resistant finish, so some stains will become more noticeable with use.

We do offer repair services. However, please note that customers are responsible for both round-trip shipping costs, which may result in higher overall expenses.
For this reason, we recommend consulting a local leather repair specialist near you.
If you would still prefer to have your item repaired by REN, we will be happy to provide a quotation.
Please send us an email with the product name, details of the repair, and photos of the item.

Repair Service Email:
ren.repair@busdemshut.com

You do not have to be a registered customer to use this service.
The following functions are available to registered customers.
Functions
・Easily recall registered information such as delivery address and sender.
・View past order history.

If you wish to cancel your membership, please contact us through Contact Us.

Most of our products are produced regularly. As production is carried out in small batches, restocks may take some time. You can sign up for restock notifications on the product page to be informed when the item becomes available again.

You can enter your coupon code at checkout. Once applied, the discount will be reflected in your order total before payment.

Yes, we offer gift wrapping as an optional paid service. Please add the gift wrapping item from its product page to your cart along with your order.

An auto-reply e-mail will be sent to your registered e-mail address after your order is completed. If you do not receive the e-mail, please check your spam folder or make sure that the setting to block our e-mails is turned off. You will also not receive an email if your registered email address is incorrect. In this case, please contact our web store staff to ensure that your order was placed correctly.
contact：info@ren-webshop.com

This site may verify the identity of your order at the discretion of the system. This is not a suspicious e-mail, so please follow the instructions in the message to complete the authentication of your order. If verification cannot be confirmed, we will cancel your order, so please check your order when you receive it.
We will not contact you after your order has been shipped.

Orders can be cancelled prior to shipment. Please contact us. Please note that we cannot accept cancellations or returns after shipment. For details, please see "Returns and Exchanges" in the User's Guide.

You may change your order before it is shipped. Please contact us at.
contact：info@ren-webshop.com

If there are any errors in your registration information, please contact us.
contact：info@ren-webshop.com

An order invoice with pricing details is included in the package. If you prefer not to include it, please leave a note on the cart page before proceeding to checkout.

Shipping is currently available to selected countries, including the United States, Canada, the United Kingdom, South Korea, Singapore, Taiwan, Hong Kong, and Australia.
Available countries are shown at checkout.
If your country is not listed, please feel free to contact us and we will assist you individually.

We usually ship within 5 business days. During busy periods, it may take longer.
Delivery typically takes 2–4 days after shipment, depending on the destination.

Please note that shipping carriers cannot be specified.
All orders are shipped via DHL Express.

Duties and taxes are calculated at checkout and included in your final total.
No additional fees will be charged upon delivery.

Shipping rates vary depending on the destination.
Please see Shipping for details.

Delivery may be delayed due to traffic or weather conditions.
Please track your shipment using the DHL tracking number provided in your shipping confirmation email.

Payment can be made by credit card, PayPal, or Alipay.

Please check My Page and confirm that there is no corresponding order, and try again.
※If your billing address or zip code is different from the information registered with your credit card issuer, a payment error may occur.

We accept returns within 30 days of the order date for unused items; however, exchanges are not available. For details, please refer to the "Returns" section of the User's Guide.

If the return is due to the customer’s preference, the return shipping cost is the responsibility of the customer. If the item is defective, we will cover the return shipping cost.

We apologize for the inconvenience and will take immediate action. Please contact us. We will confirm the problem and take action. After confirming the details of your order, we will arrange for redelivery. For details, please refer to "Returns and Exchanges" in the User's Guide.
Contact us at: info@ren-webshop.com

Orders can be cancelled prior to shipment. Please contact us. Please note that cancellations after shipment will result in a return. For details, please see "Returns and Exchanges" in the User's Guide.