Order Information
The WELCOMERENEK10 voucher code is a single-use, single customer offer, which provides 10% off your website order total basket value and cannot be used in conjunction with other discount codes or vouchers. It is valid for 1 website order only and can only be used by 1 customer. This voucher code is only issued to customers who have not placed an order using the email address they provided for this offer. If after using this discount voucher a customer chooses to return their order, this discount voucher cannot be used again. The voucher code is for website orders only not including any items on sale and cannot be used for custom orders via email.
Ready to Wear orders placed from the UK are usually shipped within 48 hours of ordering, not including weekends or bank holidays. If ordered before 2pm we aim to ship the same/next working day, but we recommend to order your item 1-2 weeks prior to the event to ensure it is delivered in time. If the item is out of stock, we will contact you and let you know of any delays or alternatives.
Made to Measure orders placed from the UK can take 5 – 10 working days to schedule in the sewing, cut & make (not including delivery times). If an event date has been provided, we will always aim to deliver your made to measure order within 1 – 3 weeks of this date unless otherwise stated. We still recommend to book in 2 months prior to your event to ensure it arrives in time. For bridal orders we recommend to book in 4 – 5 months prior to the wedding, with the delivery date booked in 1 – 3 weeks of the event date unless otherwise stated. The original delivery date refers to the first delivery date given and confirmed, although this is approximate and cannot be guaranteed. If this changes we will operate to the most recent date given thereafter, and this will become the new delivery date. All timescales given are estimates and cannot be guaranteed during busy periods.
If placing your order from outside of the UK, please check your country’s custom charges or import duty tax prior to placing your order. We cannot be held responsible for any international custom charges or import duty tax nor can we be held responsible for any delays due to this. We recommend accounting for an additional 4 week turnaround on top of our UK guidelines, therefore we would advise placing your order 6-7 weeks in advance for Ready to Wear and 2-4 months in advance for Made to Measure.
If you are unsure on the required timescale for your order, please email hello@renek.co.uk and we will be happy to advise.
Some items are subject to a Fast Track fee should you need your item before our pre booked sewing slots. Fast Track items are added onto our normal working studio hours in the evenings and at weekends. Fast Tracks are £25 per order (maximum 3 items) and this does not include delivery. Fast Track fees are non-refundable under any circumstances, even if you cancel your order or want to return/exchange your item.
We reserve the right to use any photos sent to us across our socials, including but not limited to Instagram, Facebook, Pinterest, adverts, promotional material and across our website.
Delivery Information
For UK orders we post 2nd Class Signed For via Royal Mail for delivery in 2 – 3 working days from dispatch as standard. We also offer Special Delivery Next Day Guaranteed by 1pm for next day delivery from dispatch. For large custom orders we sent via a courier service for next day delivery. We will send a shipping confirmation on the day your item(s) has been sent to let you know when you should expect your parcel. Delivery dates are approximate and cannot be guaranteed. International orders will be sent as standard via Royal Mail International Tracked & Signed For delivery if under 2kg of weight, or via a tracked courier service if over for an approximate 3 – 7 day delivery aim from dispatch depending on the country.
Once your order has been shipped and a tracking code/proof of postage has been provided, we are no longer responsible for the whereabouts of your order. If there is an issue with the delivery of your order once it has been shipped, we are only able to contact Royal Mail on your behalf if it has been longer than 10 working days past the original delivery aim (2 – 3 business days). Orders are only insured up to £50, if your order amount is larger than this we recommend to purchase the Special Delivery option. We will not be held responsible if you do not select this option and there is an issue with the delivery of your order.
We cannot be held responsible for loss, damage or parcels that are not collected by yourself should you not be in to sign for them. You will be given a tracking number for you to follow up your parcel. During exceptionally busy periods, delivery dates could be delayed. We will inform you in advance should this be the case.
A Special Delivery option (next day guaranteed up to £500) is advisable on all items with next day delivery by 1pm once posted. Extra postage costs will incur and will depend on weight.
Refunds or Exchanges
All items are handmade in our Lancashire based studio. Due to the nature of our items we do not offer refunds on our Made to Measure garments; returns and refunds are only available for our Ready to Wear collection. All sale items and custom requests (including reversible items where the fabric/colour is chosen) are non refundable regardless of product category. Please be sure to ask any questions about sizing & colour prior to ordering. Items that may incur a manufacturing default can be exchanged, or will be considered for a return if we are contacted immediately. We do not offer returns or refunds on any Swimwear or Sale items. We only accept returns on eligible orders that are in their original sale condition – unworn, unwashed, unaltered, and undamaged – and must have the tags intact and still attached.
All items are quality checked by 2 staff members prior to being shipped. If you deem your item to be applicable for a return or an exchange, please contact us within 14 days of receiving it. Please attach full sized photographs of your item(s) & description of the fault in the email, which will help you obtain a more efficient solution from us. Please note that returning packages needs prior approval from our Customer Service team via email and must be received within 30 days of the customer receiving it. If we find that any merchandise is defective as described under The Consumer Rights Act 2015, you will receive a full refund. If we find that the merchandise is not defective in any way or has been misused/damaged/altered in your own care, then the merchandise will be shipped back to you with no refund.
Please confirm the shipping address before sending packages back to us, and please make sure to use tracked postage as we cannot be held responsible for loss or damage of items in the post. Customer covers all return postage costs in all circumstances.
Order Modifications or Cancellations
We can offer cancellations & refunds on Ready to Wear orders if manufacture has not begun. If a mistake has been made on your order, please contact us immediately. If we have already begun manufacture of the item(s) then we cannot cancel the order and cannot offer a refund. Any errors regarding size/colour that were made during purchasing of our products will not be eligible for refunds. We will not be held responsible for the colour difference caused by one’s display monitor. Please purchase fabric samples to ensure you are happy with the fabric and the colour prior to ordering. We cannot be held responsible if there is a slight colour difference between the sample and the garment(s) received due to batch differences from our suppliers. We cannot guarantee the chosen fabric and colour will be available at the time of manufacturing, in this case the closest substitute will be offered. Any modifications or additions to one’s order will be charged as per the current pricing at the time of the addition. We reserve the right to use the closest matching colour we have at the time for additional extras in the manufacture of our garments such as the scuba lining used on the inner side or extra tassels. We cannot accept any modifications or additions to the fabric, colour, style or any other specification of the order within 2 weeks of the original delivery date.
All Made to Measure orders cancelled prior to 6 weeks before the initial agreed delivery/event date and within 6 months of the purchase/payment date are subject to a 50% partial refund. We will retain 50% of the cost of the order in its entirety. Orders cancelled outside 6 months of the purchase date will only be eligible for a 30% partial refund. Cancellations or refunds are not accepted 12 months after initial payment and can not be refunded. Our T&Cs are subject to change and updates.
All orders cancelled within 6 weeks of the delivery date will not be eligible for any refund, and we cannot put the monetary value towards another order. If a specialist fabric has been ordered or your item(s) has been cut, at any point after payment has been made, then again a 30% partial refund is offered in cancellation of your order. If a portion of the order is cancelled you will be eligible for the relevant percentage of the cancelled portion only as per the full cancellation policy.
Please bare in mind that if your measurements have changed or are due to change once your order has been placed, then you will need to contact us at least 3 weeks prior to your original delivery date with the correct measurements. We cannot be held responsible if the measurements you have provided are incorrect or have changed. If your garment(s) is ill-fitting due to incorrect measurements being provided (more than 1-2 inches out in any direction) we reserve the right to charge additional alteration fees. In the case we are unable to alter the garment(s), e.g. a dress is too small and we cannot alter it any larger, then we reserve the right to charge for the full priced item once more.
Please be aware that due to the nature of the handwork required, a finished Made to Measure gown may vary approximately 1 inch in either direction on any seam of specified measurements. All Made to Measure dresses can be made with margins for altering and tailoring if desired.
If the dress did not arrive in the specification as one ordered and as agreed with our customer service team then we provide an alteration and modification service as long as the item is received back by us within 14 working days of the customer having received it. In this case, we are responsible for the shipping costs back to the customer. You can choose to make the adjustments at a local tailor, in which case we will reimburse the tailoring costs as long as the cost does not exceed 10% of the original cost of the item and as long as the event date is within 10 working days. If the tailoring costs exceed the original price of the dress by 10%, the customer is liable to pay the reminder for alterations and if the event date is not within 10 working days we will not cover tailoring costs. We will not cover specific changes to the dress for style. The original receipt and full details of the altering service must be posted to us to receive your reimbursement. Prior confirmation must be given by us to refund your alteration cost. If your garment is altered without our permission, we cannot accept responsibility for that garment & we reserve the right to refuse tailoring costs. Due to the nature of our garment(s) being handmade and made to measure for each individual person, we cannot guarantee every dress of the same style will be the exact same and small variations may occur. We also cannot guarantee the garment will not need any alterations or modifications. We cannot be held responsible for damage to the garment caused during dry cleaning or home cleaning. We recommend all items are cold dry cleaned, or in the case this is not possible cold hand washed. The ‘Dazzle’ Limited Edition fabric glitter may come off over time and during washes and we cannot be held responsible for this.
We provide alteration services as long as we have been advised of the return within 14 days of the customer receiving the garment(s), it needs to be returned to us within a further 14 days therefore 30 days in total from receiving it. If alterations, modifications or exchanges are needed due to an error caused by yourself, you will pay for all alteration and postage costs. If alterations are needed due to an error caused by Rene K Couture, we will cover costs and postage. Any returns for alterations, modifications or exchanges due to an error caused by Rene K Couture must be received within 30 days of the customer receiving it or we reserve the right to refuse the alteration, modification or exchange.