What is the returns policy?
We want this to be the start of a NUE relationship. But we understand sometimes things aren’t quite right.
So we offer free exchange and returns to UK customers.
We accept unworn, unwashed items with the tags still attached within 14 days of your delivery date. Once your return has been scanned and confirmed, we will either process your refund to your original payment method, or initiate your exchange as requested.
Please note e-Gift Cards are not eligible for returns or exchanges.
How long do I have to return my order?
We offer 14 days from your delivery date. If there are any problems with this then please do get in touch with the team at firstname.lastname@example.org
How do I exchange or return an item?
If you are in the UK, we offer free exchanges and returns. You simply need to fill out our returns form with your details including your order number so we can identify your returns package. And follow our Royal Mail free returns link to get your label.
If you are returning your items internationally, unfortunately we don’t offer free returns. We would recommend using a tracked signed for service. RENUE is not liable for any items lost in transit.
See here for full details.
How do I find my order number?
Your order number will be on your confirmation email you will have received on purchase. If you can’t find the email, don’t panic. Drop us an email at email@example.com with your name and what you ordered and we can find your details our side.
What size am I?
Our underwear runs from XS - XL.
Our garments are true to size, we don’t run big or small, so we would always suggest taking your normal size. Where there is a specific design fit, we have noted this on the product.
To find out what size will fit you best, see our sizing guide here.
What are the fabrics made from?
Our first drop is made exclusively from TENCEL™ Lyocell, well known for its natural comfort and environmentally responsible closed loop production process. TENCEL™ Lyocell is derived from a responsibly sourced, FSC wood pulp.
These fabrics are dyed using eco-friendly dyes.
Are you vegan approved?
We set out to be a vegan friendly brand, so at every stage of our supply chain we have considered this - from the dying process, the fabrics, to our packaging.
How do I wash the underwear?
We made sure all our underwear was machine washable, because who has the time to hand wash?
We recommend washing on a 30 degree or hand wash cycle on your washing machine. For more details read our Garment Care information here.
Where are your products produced?
All our products are produced in a SMETA audited factory in Lisbon, Portugal.
For more information on our factory head to our Transparency page here.
What payment methods do you accept?
We accept all payment methods from Visa, Mastercard, America Express to Paypal, Apple Pay and Google Pay.
We also offer Klarna ‘Buy Now, Pay Later’ and 3 Payment options.
Do you ship internationally?
Yes we do! You’ll find all our shipping details here.
Can I use multiple discounts on one order?
Unfortunately not - we are only able to offer one discount at a time.
What happens if my product arrives faulty?
We really hope this doesn't happen as our distribution team check every order that goes out. If for some reason your product arrived faulty or damaged please contact us immediately with your order number and we will make sure we sort it right away.
How do I speak to a team member?
Please contact us at firstname.lastname@example.org and a member of the team will be in touch within 24 hours.