General Customer Care Inquiries:Customer service inquiries should be directed to firstname.lastname@example.org. Emails are answered Tuesday through Saturday during business hours. Unfortunately we are not able to reply to specific product inquiries via instagram or other social media platforms, but would be more than happy to assist via good old-fashioned email. Kindly note sending multiple emails on different email chains may cause a delay in reply.
Brick and Mortar returns:All purchases made at our retail location in Philadelphia are available for exchange only for other in-stock item/s within 5 days of purchase. Please have your receipt on hand when you make your return. Sorry, no refunds.
Online returns within the USA:For orders within the USA, all full price merchandise is eligible for store credit. NO REFUNDS. SALE ITEMS ARE FINALS SALE. All full priced merchandise must be new with tags and unworn and mailed back within 4 days of the first delivery attempt. There is a flat $10 restocking fee for all returns. Any shipping overage costs will also be deducted from your store credit. All international sales outside of the USA are FINAL SALE, please choose carefully. Customers are responsible for all taxes and duties on their purchases. Rennes does not pay your duties or VAT. Unfortunately since we have limited inventory, we can not hold other items for exchange.
Online International Orders:For orders placed outside of the USA, all sales are final sale and cannot be returned. Unfortunately both time in transit and taxes make returns not possible at this time. Customers are responsible for all taxes and duties on their purchases. Thank you for your understanding. If you have questions about an item, please email us to ensure it will be a great fit for you! Orders shipped to forwarders in the USA are considered final sale and can not be returned.
How to start a return:Please contact us at email@example.com to request an RA#. Please write this number on the outside of the box and also on the return card enclosed in your original shipment. Your return needs to be postmarked and sent back to us within 4 days of the first delivery attempt and sent back via a timely service and arrive back at the shop within 7 days of being postmarked. Items shipped backed after 4 days will not be accepted. Customers are responsible for return shipping costs and original shipping costs are non-refundable. We recommend insurance and tracking, we are not responsible for loss or damages in transit. We are not responsible for items left on our doorstep when we are closed, please choose a signature required service.
Using your store credit:Once we receive your return, your store credit will be e-mailed to you in the form of a coupon code. There is a flat $10 restocking fee for all returns. Any shipping overage paid by rennes will also be deducted from your store credit. (ie. You paid $10 for shipping but it actually cost $25 to ship, your store credit will be less $15.) Store credits are good for one year from the day of issue. To use your code, simply enter the code in full in the discount code box at check out and click "apply". This is a box located on the right hand side of the screen. Customers are responsible for keeping their store credit code. As such, we recommend putting your store credit code in a safe place where it can not be lost. If customers lose their code, rennes is not responsible for issuing a new one and store credit is forfeited. Store credit codes must be used at checkout and can not be applied after your order has been placed.
Final Sale:Sale items, international orders, items purchased with a coupon code, special orders or pre-orders, swimwear, ceramics, hair barrettes, candles, soap. Orders shipped to forwarders in the USA are considered final sale and can not be returned. If chargebacks are opened for final sale items where the customer chose not to read return policies but agreed to terms of sale at checkout, we reserve the right to dispute illegitimate chargebacks and refuse all future orders.
Order Cancellation or alteration:We are not able to change or cancel an order once it has been placed. Please be sure you are ready to make your purchase before ordering. No exceptions. If emailed within a few minutes after ordering prior to dispatch, if customer accidentally orders a duplicate item and the error is caught in time, extra item may be removed from the order with a 2.5-3.6% credit card fee deducted. Any use of coupon codes or store credit must be used when the order is placed and can not be added after the fact. As such, we encourage you to check and confirm any codes prior to purchase. Discount codes cannot be applied retroactively to past orders.
Duties and Taxes:The full value and country of origin for items in your order are listed on customs forms. Duties, taxes, and VAT are not included in your purchase price or shipping cost. You may need to pay this when you receive your parcel, and the amount may vary from 9-40% of the total value of the parcel. We recommend getting in touch with your country's customs office to confirm current tax rates for imports. Rennes is not responsible for paying these costs. If you refuse to pay duties on your parcel and decline to receive your shipment, you will not receive a refund. If your parcel is returned to us, you will need to re-pay any shipping fees to have it sent back to you.
Price Adjustments & Promotions:We apologize but rennes is not able to offer price adjustments or price matching. Any discount codes run during promotions cannot be applied retroactively to past orders or orders that have been recently placed.
Any problem with your order:If you have received an incorrect item, please contact us at firstname.lastname@example.org and we will help sort this out right away! If you have received an incorrect item, rennes will send you a pre-paid return label and send you the correct item if available upon receipt of the returned item. Unfortunately we can not send out another item without the return arriving back at the shop. All returns of the corrected item will be sent to the customer UPS ground, expedited service is not included. If you have received an item that was damaged in transit, please email us with information and pictures so we can open up an insurance claim.
Wardrobing & right to refuse worn returns:We reserve the right to refuse returns for items that have been worn or show signs of wear. All tags must be attached. We do not accept returns on items with any dirt, debris, or residue on them, this is a strict and firm policy. Items returned with lots of pet hair on them will not be accepted or have a cleaning fee applied. Items may not be purchased to be worn for an event, photoshoot, or film and then returned. We are a small shop and not a rental business. If we see items worn on social media, magazines, or publications, we have the right to revoke any returns or store credits issued in the past.
Frequent returns & right to refuse service:We reserve the right review customer accounts at anytime. Customers who have recurrent returns or a high return ratio may be contacted via email about their account to see if we can help reduce the return rate. Terms of service and policy changes may apply to customers who have high returns rates and we reserve the right to refuse service for excessive returns.
Import Duty Package Refusal and Fraudulent Chargebacks:By refusing to pay duties on any parcel, you are authorizing DHL or UPS to abandon your parcel (it does not get returned to Rennes) and no refund will be issued. Please check your country's customs office before placing your order, we have no way of knowing what your exact duty tax will be. Customers who refuse to pay import duties or those who have opened illegitimate chargebacks will be refused service at our discretion.
Why do you not give refunds?We want to take a minute to explain why we do not offer refunds as we know this is a point of confusion and also frustration - and we totally get that. The main reason for this is how credit card companies process refunds has changed a lot over the past few years. Our website is currently hosted on Shopify, which many e-commerce websites use. Most Shopify sites process payments either via Stripe or Paypal or you can also have it connected to other methods too. For each order placed, the payment is captured and taken by the shop, and then shipped. Once that payment capture occurs, Stripe or Paypal take a credit card fee (which can vary between 2-4% +$.30 or more with things like Affirm). If you then receive a return and refund the full amount, that fee is not returned to the merchant, though the customer will receive a full refund, the merchant is penalized and does not get the fee back from the credit card company. This amount used to be refunded, but now it's not - and it seems this is the unfortunate way of the future! It sounds like a small amount, but trust us, it adds up over a year! We're guessing larger companies can negotiate or have private contracts directly with MC, Visa, and Amex, but for smaller businesses it's not really an option.
The other main reason we do not do refunds is because we have found that once a piece leaves our inventory and is gone for 1-3 weeks, when it is returned, our chance of selling it to a new customer has gone down. Many of our sales occur within the first few days of new product launches, and then if we are out of stock, customers looking to purchase will buy elsewhere or loose interest. By offering store credit, we hope to encourage purchasing with the intent to keep instead of buying many items for home try ons.