ORDERS

What Forms of Payment Do You Accept?

We accept PayPal and all major credit cards.

What if I need to cancel or adjust my order?

If you need to cancel or adjust an order that you just placed, please email irena@renaroots.com and celia@renaroots.com as soon as possible.

SHIPPING

How will my order be shipped?

Your orders are shipped via USPS in the USA or via Swiss Post in Switzerland. After shipping, you will automatically receive a tracking number for your order.

We pride ourselves on shipping every package as if it were a gift. If you have any special requests, contact us and we will do our best to make it happen.

Do you ship internationally?

Yes, we currently ship our products internationally; however, there are some countries where we are unable to ship due to import regulations, unjustifiable delays and cost. If we are unable to fulfill a shipment we will refund the full amount (no questions asked).

The recipient is considered the importer and may be subject to import taxes, duties and fees enforced by the destination country. We are unable to control or predict these charges. Customs policies vary widely from country to country; you should contact your local customs office for more information. When shipping overseas, customs clearance procedures can delay packages by up to 4 weeks. If you refuse your package upon arrival, we will refund your order once it is returned back to us, less the original shipping cost and any costs incurred for return shipping & fees.

How much does shipping cost?

International shipping is between $7.00-$15.00 depending on the country.

• US Domestic: We offer free shipping for all US orders above $100, a flat rate of $4.99 will be applied for all orders less than $100.
• Switzerland, Spain and Albania: a flat rate of $7 will be applied for all orders
• Rest of World: Europe: a flat rate of $15 will be applied for all orders

When will my order ship?

We process orders placed before 3pm ET within 1 business day. Please note business days exclude weekends and holidays. During busy periods orders may take slightly longer than usual to ship.

When will my order arrive?

Please see below for delivery time in your region:

• US Domestic: 3-7 business days
• Switzerland, Spain and Albania: 3-7 business days
• Rest of Europe: 7- 14 business days
• Rest of World: 14+ business days

What do I do if I haven’t received my order?

Check to see if the carrier left a notice of attempted delivery. Sometimes carriers are unable to deliver a package if you aren’t home. They will typically make a few delivery attempts before returning to sender. If it still has not arrived, please contact your local post office for more assistance.

For Incorrect/Undeliverable Addresses

Rena Roots is not responsible for missed deliveries or undeliverable addresses. Customers are responsible for orders if shipping addresses are entered incorrectly. Please email us immediately if you enter any information incorrectly, and we will do our best to update your order if your order has not been shipped yet.

For International Claims

If your package has been lost or stolen, please contact your local carrier for more information and contact us immediately. We will do our best to assist.

 

RETURNS

What is your return policy?

We love our products and the impact we are trying to make with each one of them. However, if for some reason you need to return an item, we accept returns and exchanges within 30 days of shipping date. If you are returning an opened item, you will be given store credit for the full amount paid for the item. If you are returning an unused item you will be refunded the full amount.

How do I start a return or exchange?

If you would like to return a product within our 30 day policy, please email us at irena@renaroots.com and celia@renaroots.com to request a return authorization. Please include your order number and the name of the item you wish to return. Customers are responsible for the cost of return shipping. The return item must be received before refund or store credit can be applied.

How long does it take to process a return?

Returns will be processed within 14 days of receipt. Refunds may take 7 to 10 days to reflect on your original form of payment.