Frequently Asked Questions
The questions we are asked most often, grouped so you can find yours quickly. If your question is not here, call 701-899-1675 or email support@renonline.store — we answer within one business day.
Ordering
Do I need an account to order?
No. You can check out as a guest. An account simply saves your addresses and keeps your order history in one place.
Can I change or cancel my order after placing it?
Yes, at no cost, as long as it has not been despatched. Email us with your order number or call during our published hours and we will stop it.
How do I know my order went through?
You receive an acknowledgement email within a few minutes. If it has not arrived, check your spam folder first, then contact us — a mistyped email address is the usual cause.
An item I want is out of stock. What now?
Contact us and we will tell you honestly whether it is coming back and roughly when. We do not take payment for something we cannot supply.
Do you sell gift cards?
Yes. Gift cards are delivered by email and do not expire. They cannot be returned for cash.
Payment
Which cards do you accept?
Visa, Mastercard, American Express and Discover.
Is it safe to pay on this site?
Yes. The site is served over HTTPS, and card details are entered into a secure encrypted field handled by our payment provider. We never receive or store your full card number.
What will the charge look like on my statement?
It appears as SQ *RENONLINE. If you see a charge you do not recognise, please contact us before disputing it with your bank — we can identify and resolve it far more quickly.
When is my card charged?
At checkout, when you place the order.
Do you charge sales tax?
Where it applies to your delivery address, yes. It is calculated and shown at checkout before you pay, so there is nothing extra on delivery.
Shipping
Where do you ship?
All 50 states, the District of Columbia, and APO, FPO and DPO addresses. We do not currently ship internationally.
How much is delivery, and how long does it take?
Standard ground is $6.95 and free over $75, typically 3 to 7 business days. Expedited is $16.95, typically 2 to 3 days. Express is $29.95, typically 1 to 2 days. Times run from despatch and exclude weekends and holidays. Full detail is on our Shipping Policy.
When will my order be despatched?
Orders placed before 1:00 p.m. Central Time on a business day are picked the same day. Hand-wrapped fragile orders can occasionally take an extra day at busy periods, and we tell you when that happens.
How do I track my parcel?
We email a tracking number at despatch. The first scan can take several hours to appear, which is normal.
Tracking says delivered but nothing has arrived.
Check with everyone at the address and with immediate neighbours, and allow one further business day — parcels are often scanned early. If it still has not appeared, contact us and we will open a carrier investigation and replace or refund it.
Returns
What is your return window?
30 days from delivery, for items that are unused and in their original condition and packaging.
What cannot be returned?
Candles that have been lit, used or laundered items, made-to-order and personalised pieces, gift cards, and clearance items sold as final sale. Faulty items are always covered.
Who pays return postage?
You do on a change of mind. We do if the item is faulty, damaged or not what you ordered — you will never be out of pocket for our mistake.
Something arrived broken.
Tell us within 7 days and send a photograph of the item and its packaging. We will replace or refund it, and we do not usually ask you to post a broken piece back.
How long does a refund take?
We process returns within 3 business days of receiving them. Your bank then usually posts the refund within 5 to 10 business days.
Product care
How do I get an even burn from a candle?
On the first lighting, burn it until the melt pool reaches the edge of the vessel — usually two to three hours. Candles remember their first burn, and a short first light is what causes tunnelling. Trim the wick to about a quarter inch before each subsequent burn, and stop when about half an inch of wax remains.
Is your stoneware dishwasher and oven safe?
Our stoneware is dishwasher and microwave safe, and oven safe to 450°F unless the product page says otherwise. Avoid thermal shock — do not move a piece straight from the refrigerator to a hot oven, or run cold water into a hot dish.
How should I care for linen?
Machine wash warm with a mild detergent, tumble dry low or line dry, and press while slightly damp. Linen softens with every wash. Avoid bleach and fabric softener, both of which break down the fibre over time.
Can I put the glassware in the dishwasher?
Yes, on a normal cycle. Avoid stacking, which is what causes most chips, and skip high-heat sanitising cycles on handblown pieces.
The piece I received is not identical to the photograph.
Handmade and hand-finished pieces vary in colour, glaze, grain and weave, and screens render colour differently. Variation of that kind is characteristic of the material rather than a fault — but if you are not happy with what arrived, the 30-day return window applies exactly as it would to anything else.
Contacting us
How quickly do you reply?
Within one business day, and usually the same day. Our hours are Monday to Friday, 9:00 a.m. to 5:00 p.m. Central Time.
Is there a person I can speak to?
Yes — 701-899-1675 during those hours. The person who answers can see your order and make a decision about it.