Shipping

When will my order ship?

Your order will typically ship within 3-5 weekdays.   We will send you an email with a tracking number so that you’ll always know where your shipment is.

 

What shipping options do you have?

We offer worldwide free express shipping. Yes, no matter how big or small your order is, we've got your shipping covered. It is part of our mission for excellent customer service.

 

What shipping carriers do you use?

We only use DHL express shipping.

 

What does Ronen Chen do with my information? 

Rest assured, the contact information of our customers is for our use only and is kept in-house. We will not sell or give out information to outside companies. You can receive updates from us through email, but you can opt-out anytime.

 

What countries do you deliver to?

We might blink twice if asked to deliver to the atoll Tikehau in French Polynesia, but we'll get that package out after the initial surprise. 

Our amazing worldwide shipping service ships to over 200 countries, and we can deliver (almost) anywhere.   Please click here to see the entire list of countries. 

 

Can I track my order online?

Once we’ve fulfilled your order, we will send you a shipping confirmation email with your online tracking information. Follow your package all the way to your doorstep!

 

Can I redirect my order to another address if it has already been shipped?

Unfortunately, not. Once your order ships, it must go to your specified address.

 

How do I know the duties and taxes for my international shipment?

Should there be any duties or taxes, they will be automatically calculated at checkout and added to your bill. 

 

Can I send an item as a gift without the receiver seeing the price?

Yes! We do not include prices on the content slip sent with your package. So your gift's lucky recipient will not see any prices anywhere. 

 

Returns

What is your return policy?

We get it. Sometimes something doesn’t work for you, and you want to return it.   If your item is still in its original condition, with the tag attached, we accept returns within 14 days from delivery.   Please note that clearance items cannot be returned.

We will give you a full refund through the original payment method.

*As of May 1st, 2023 a $6.95 processing fee will be deducted from all returns. 

 

One of my items arrived damaged. Can I get a new one?

Yes. Please get in touch with an agent on our customer care team at care@ronenchen.com. We will ask you to provide photos of the damaged item and the packaging your order shipped in. We'd be happy to assist you.

 

How do I make a return?

To make a return, follow these easy steps. 

• On the Ronen Chen website, scroll right down until you see the Customer Care menu.
• The very first heading says, ‘Create a return.’
• You will be led to a page where you must give us your order ID and email address.
• Please enter your order ID number and email exactly how it was written when you purchased (for example, if you entered your email while purchasing as maRy123@gmail.com with a capital R, you will need to do so here as well.)
• You will be asked to specify which item exactly you are returning and the reason for the return.
• We will then create a packing slip and invoice. Be sure to attach this to your parcel.
• Drop the package off at your local DHL or schedule a pick-up.
• Once we’ve received your items, we will send you an email notification of your refund.

 

Are returns of exchanges free? 

We offer easy returns for eligible products within 14 days of the original delivery date. As of May 1st, 2023 a $6.95 processing fee will be deducted from all returns. Shipping labels can be downloaded for free from our website (under 'create a return').

 

What is your exchange policy?

We will happily exchange an item if you’d like a different size or color.  

However, if you’d like a completely different item, it might be best to place a new order and return your unwanted item at your leisure.

 

What is your gift exchange policy?

We will happily accept returns of eligible items within 14 days of delivery. Gift recipients will receive a store credit, which can be used to exchange the gift for any other item on our site.   Please note that clearance items cannot be returned.

 

Can I return a clearance item?

Clearance items and ‘final sale’ items cannot be returned.   These items are clearly marked on our product description pages.

 

Can I return multiple items in the same parcel?

You can. Follow the instructions on our 'Create a return' page. When asked which item you wish to return, please list all the items and tell us why you want to return them.

Once we receive your returned items, we will process them all simultaneously and send you a confirmation email.

 

When will I get my refund?

Once we receive your returned item, please allow 3-4 days for us to process your return and email you. Your bank should post the refund to your account within 5-10 business days after that.

 

 

What more should I know about your online return policy? 

• The items you want to return must be unwashed, unworn, and still have their original tags attached.
• Report a return within 14 days of delivery.
• Please include the order packaging slip you received when you logged your return. If this is not filled out correctly, your return may experience issues in processing.
• We reserve the right to delay a refund based on credible concerns surrounding potential fraud. We may need to see your returned items first before refunding them.

 

Ordering

What does ‘Final Sale’ mean? 

Final Sale items are usually the last of a range. Please note that such items can, therefore, not be returned or exchanged.  

 

How do I know my size? 

We've included a handy size chart on the left side of each product page.   Here you can see the model's sizes and a chart to help you convert your size to US and EU sizes.

How to measure:

• For chest measurement, aim for the fullest part of the chest, about two inches below the armpit. Keep the tape snug but not tight. 
• Waist:  Measure just above the belly button.   
• Hips: Measure against the skin, at the hip bones.  

Our sizes tend to be generous. If you are unsure about your size, please choose the smaller option.   This is also applicable to our Vagabond footwear brand. If you are usually a half-size, we recommend that you size down.

 

Can I check stock on an item? 

Our website is accurate and up to date.   If you see an item detailed here, it is in stock.   

Should an item show ‘sold out’ on the item detail page, and you are interested in it, please click on the ‘Notify me when available’ button' right under the 'Sold out’ button. Leave us your phone number or email, and we will contact you as soon as the product returns in stock. 

(Please note that all our items are crafted in small editions to keep them unique.   Therefore, not all 'sold out' items will return in stock.)

 

How fast will my order be processed?

Your order is attended to almost immediately after you've completed checkout. However, it still needs to be prepared to be shipped. Please allow 1-3 days for us to pack and send your items. 

 

How do I know that you’ve received my order?

You will receive an email confirmation within a few minutes of placing your order.   Please contact us at care@ronenchen.com if your order confirmation did not arrive (and you are sure it did not land up in your spam folder!) 

 

Can I cancel or modify my order? 

Please bear in mind that our orders are processed quite rapidly, and it is not possible to modify them once it has been placed. If you want to make a change, please contact one of our customer care representatives at care@ronenchen.com, and we will try to accommodate you. If your order has yet to be shipped from our facilities, we can cancel and re-order if needed.

 

Credit

How will the charge show up on my credit card?

Our charge will show on your credit card as 'Global-e .'It is the third-party international shipping company that we use.  

 

How is my credit card information saved? Is my information secure?

All your details, including your credit card details, are encrypted and transmitted over a secure link to our servers. So, yes, your information is secure on our site.   We'll only share your address and delivery details with our professional third-party shipping carrier.

 

Can I get a price adjustment on my order?

Yes, if you’ve got a promotion code. Please use your code within the specified timeframe stated on our website (such as around Valentine’s Day.) You’ll be asked to enter your promo code at checkout.

You can also get a price adjustment on your order within a 14-day window of discount sales.   Say we offer a 25% discount winter sale, starting on 14 December.  If you bought your item on the 7^th of December, you’ll be eligible for a price adjustment.    Please contact us at care@ronenchen.com if you think your item qualifies.

 

 

Gifting

Can I send a Ronen Chen fashion item as a gift?

We've made sending something from Ronen Chen as a gift very easy. Simply click on ‘This is a gift’ at checkout and we’ll remove any price tags. Also, our send-out items go out with a packaging slip that doesn't contain pricing. So why not surprise someone today?