FAQ

All REN products are handcrafted by artisans.

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.

REN cannot make repairs.Please contact your local repair store.

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.

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

We usually ship within 5 business days. During busy periods, it may take longer. Delivery time varies depending on the destination area, but is expected to be 2~4 days after shipment.

Shipping companies cannot be specified. All international shipments will be sent by Japan Post (EMS).

Rates are determined by the destination country and the weight of the package. Please see "Shipping" for details.
Please check the weight of each product on each product page. (The weight of packing materials will be added to the product weight at the time of shipping.)

Delivery may be delayed due to traffic or weather conditions. Please use the Japan Post's (EMS) package inquiry system based on the package inquiry number in the shipment notification e-mail.
Click here for Japan Post's package inquiry system.

Credit card payment only.

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 do not accept returns or exchanges. For details, please refer to the "Returns and Exchanges" section of the User's Guide.

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.