DE RENÉ
Home > FAQs
HOW DO I SHOP AT DE RENÉ?

Welcome to the DE RENÉ shopping experience.We make online shopping simple, easy, convenient and yet fabulously luxurious. First, pick the category you want to shop from—jewelry, cosmetics, shoe clips, sunglasses, phone accessories, bags, watches or headbands. Go through the product images and click on the one you wish to know more about. Individual product descriptions and images have been provided for more information. Choose your product and click on the “Add to Bag” tab on the product page. You can add as many products to your bag as you wish to buy. Once you’ve filled your bag, review all items selected in your shopping cart by clicking the “My Bag” link on the top black bar of your screen. Proceed to checkout, where you can choose from multiple payment options including debit/credit card (Visa, MasterCard or Amex), Net Banking or Collect-On-Delivery. So, punch in your payment details, shipping address and click on "Proceed" to complete your order!

DO I NEED TO SET UP AN ACCOUNT TO SHOP FROM DE RENÉ?

You can shop at DE RENÉ without creating an account. But if you’re looking for an exclusively customized shopping experience, with special offers and new collection updates, sign up and create your own personal DE RENÉ account. For a faster shopping experience register with us and enjoy the following benefits:

* Save your shipping address, billing and contact details for easy shopping.
* Review your past purchases.
* Add out-of-stock products and other products you wish to buy later to “My Wishlist”.
* Receive updates on new products and styles from De René. 

HOW DO I REGISTER AND SET UP MY DE RENÉ ACCOUNT?

Welcome to DE RENÉ and become a part of our luxury-loving exclusive online world. Click on Register/Sign In and then Create Your Account. Fill in your details including your name, email ID, contact information and password. Confirm your account and you’re registered with DE RENÉ. 

ARE THERE ANY CHARGES TO REGISTER WITH DE RENÉ?

No, registration is free of charge. So, create your account and enjoy the benefits of convenient shopping!

IS MY PERSONAL INFORMATION SAFE AND WILL BE KEPT PRIVATE?

We take privacy and security very seriously at DE RENÉ. All your information is kept completely private and confidential and will not be shared with a third party at any given point in time or for any reason. 

I'VE FORGOTTEN MY PASSWORD. WHAT SHOULD I DO?

Don’t panic, just click on the “Forgot My Password” link on the log in page. Follow the instructions and create a new password for your account. Please note, for security reasons we will not send you your old password. Your password will have to be reset. 

WHAT ARE THE PAYMENT METHODS AND OPTIONS WHEN SHOPPING AT DE RENÉ?

There are multiple payment options available; you can opt for payment by debit/credit card, net banking or cash-on-delivery. We accept Visa, MasterCard and American Express, both debit and credit cards. All payments are processed through a secure checkout system provided by CC Avenue.First-time orders must be sent to the cardholder's billing address or work address. This process is not only for your security but so we can verify your details independently. To avoid any delays and mix-ups please double-check all your information and make sure your details are entered correctly. 

I RECEIVED AN ERROR MESSAGE WHEN I ENTERED MY SHIPPING AND BILLING ADDRESS. WHAT SHALL I DO?

If you’ve received an error message, there might be a problem with your credit/debit card information, billing or shipping address details. The billing address must match what your bank has on record. So, review all your information closely and check for typos and other errors. Also try re-entering your information once again as this often solves the problem.

MY ORDER IS NOT GOING THROUGH. WHAT SHOULD I DO?

If you’re still receiving an error message even after reviewing your credit/debit card information, billing and shipping address, check your browser and ensure your using the latest version of it. If you continue to receive error messages, contact Customer Care at customercare@derene.in

MY ONLINE CREDIT/DEBIT CARD PAYMENT CARD PAYMENT HAS BEEN DECLINED. WHAT SHOULD I DO NOW?

You need to re-check your card details entered by you. Make sure all your information is correct including date of expiry, billing address, etc. Also make sure you enter your security code (CVV) correctly, that’s the 3-digit number on the back of your card. Also, check with your card issuer in casethey have declined the payment. If you’ve checked all of the above, try paying with another card. If you've tried all these and are still having problems, contact Customer Care on customercare@derene.in with as many details as you can about the issue including any error messages and we'll try to resolve it as soon as we can.

WHICH COUNTRIES DOES DE RENÉ SHIP TO?

DE RENÉ only ships within India. You can click on our Shipping Info for more details.

HOW LONG DOES DELIVERY TAKE AND HOW MUCH WILL IT COST?

Most orders ship within 24 to 72 hours of purchase. Orders are not shipped on the weekends or holidays. Order usually take anywhere between 2 to 7 working days dependent on the destination it is being shipped to. For information on delivery and shipping charges to your destination, view our Shipping Info.

I JUST PLACED MY ORDER. CAN I ADD ANOTHER ITEM TO IT?

Once an order is placed, items cannot be added to the existing order. You will need to place a new order for the item.

WOULD IT BE POSSIBLE FOR ME TO CANCEL OR CHANGE MY ORDER ONCE I'VE PLACED IT?

We usually process orders within 2 to 4 hours. Please email us right away at customercare@derene.in and we will check your order status. If it has not yet been processed we will cancel the order or make the appropriate changes. Sadly, once your order is processed and ready to ship, we will be unable to cancel or make any changes to it.

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?

If your order has been dispatched, the shipping address cannot change and we cannot redirect your delivery to another address. To avoid delays in receiving your order, we recommend providing us with a suitable shipping address where your order will be received.

DO I RECEIVE AN ORDER CONFIRMATION?

Yes, you will receive an email confirmation on your registered email ID as soon your order is placed with DE RENÉ. You will then receive another confirmation email once your order is shipped. The email will have your order number, courier docket number and estimated time of delivery. If you have not received an email confirmation, check your spam/junk folder and add customercare@derene.in to your safe sender list. If you have not received a confirmation at all, feel free to email us. You can also check your order status by signing into “My Account” on our website.

HOW CAN I TRACK MY ORDER?

After your order has been dispatched, you will receive an email confirmation with your courier number and the courier company’s URL. You will be able to track your order from their website. Alternatively, you can visit Order Status and check the status. 

MY ORDER IS LATE; I HAVE NOT RECEIVED IT YET. WHAT DO I DO?

We regret the inconvenience and will do everything we can to ensure you receive your order. Please email us at customercare@derene.in and quote your order number. We will reply within 24 hours and do our best to locate your parcel straightaway.In the meantime, you can track your order using the tracking number emailed to you in your confirmation email. And also, double check your shipping address and contact details on your DE RENÉ account. If you notice any discrepancies email us the details. If it cannot be found, we will arrange a replacement or refund for you as store credits.

I HAVE RECEIVED A FAULTY PRODUCT. WHAT SHALL I DO?

While this rarely happens, if it does we are very sorry for the inconvenience. If you have received a faulty product, we will replace it immediately. Please email us at customercare@derene.in with the order number, reference imagesand a description of the fault. We will get back to you within 48 hours and send you a replacement item as soon as possible if the item is in stock, or we will refund the amount back to your debit/credit card. Please check our Returns Policy for more information.

DO YOU OFFER A REPAIR SERVICE?

DE RENÉ does not offer repair service for all products. However, all our watches come with a 6-months warranty from the date of purchase. So please email us at customercare@derene.in in case of any concerns.

I REALLY WANT ONE OF THE DE RENÉ PRODUCTS BUT IT'S OUT OF STOCK. WHAT CAN I DO?

Some items sell out quickly, but we re-stock as soon as possible. Since most of our products are imported from outside of India, you might have hit an in-between slot where are stock is on the way. So, register for your account and add your desired product to your Wishlist and we will peronally notify you as soon as we restock.

CAN I EXCHANGE OR RETURN ITEMS THAT WERE PURCHASED ON SALE?

Sale items cannot be returned or exchanged.

CAN I RETURN ITEMS BOUGHT FROM DE RENÉ?

Yes, DE RENÉ has a maximum of 15-days return policy for all items that are included in our returnable items list. Items included in the returnable items list are watches, sunglasses and bags; these can be returned for store credits. Items that cannot be returned include phone accessories, jewelry, ear caps, shoe clips, cosmetics and headbands. Items returned must be unused, unworn, unwashed and undamaged by you. Your return will be accepted only if your order is returned in its original packaging with all tags in place. Unfortunately we will not be able to return or exchange orders that don’t meet the above criteria. Please check our Returns Policy for more information. 

HOW DO I RETURN AN ITEM?

DE RENÉ makes the returns process very simple and easy. If your purchased item falls under the returns policy, you have maximum of 15 days to return or exchange the item. We accept returns for store credits only. Original shipping charges & any additional taxes are non-refundable, Send us an email at customercare@derene.in and we will collect the merchandise from your shipping address for free. Or log on to “My Account” and simply request a return merchandise authorization number (RMA) and then book a collection to send your item(s) back to us.

HOW LONG WIL IT TAKE TO PROCESS MY RETURN?

Once we have received your package, your refund will be processed as store credits within 7 working days. You will be sent a transaction notification on your registered email ID.

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

Your refund will be issued as DE RENÉ store credit only. You can shop for any other products from DE RENÉ with your in-store credit. Original shipping charges & any additional taxes are non-refundable, unless the order received is faulty.

WHY WAS MY ORDER CANCELLED?

It happens very rarely, but it can happen! The item you ordered could suddenly be out of stock and no longer available. However, on the off chance that this does happen, you will get a notification on your registered email ID within 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. You will be refunded the paid amount of the cancelled item back to your debit/credit card. 

I HAVE STORE CREDITS. HOW CAN I USE IT?

First, sign into your DE RENÉ account.You should see the store credit on the "My Account" page. Place your order as usual and when you checkout, you will be given an option to use your store credit or the other forms of payment available to you. If you do not use the entire store credit in one purchase, the remainder will go back into your DE RENÉ account to be used on future purchases. All store credits are valid for lifetime.

HOW DO I USE MY DISCOUNT (PROMOTIONAL CODE)?

Promotional Codes can be used right before you make your payment. In your order summary there will be a Promotional Code box. Type your Promotional Code in this box and proceed for payment. You must enter your Promotional Code before you proceed to the payment as it is not applicable post-purchase. Also, here’s what you need to keep in mind when using your discount:

* Only one Promotional Code can be used per order.
* It is not a gift card and cannot be used as a gift voucher.
* Promotional Codes vary and so do the terms and conditions for each. So read the terms and conditions carefully before availing your discount.

HOW DO I BUY A DE RENÉ GIFT CARD?

You can buy a DE RENÉ gift card in Indian Rupees (INR) by following these very simple steps.

* Select “Gift Cards” from the top right corner of the page.
* Decide whether you would like to purchase a printed or virtual gift card. Printed gift cards are shipped in DE RENÉ signature packaging, and virtual gift cards are emailed directly to the recipient.
* Choose the amount you wish to gift, enter the recipient's name (and email address for virtual gift cards), include a personal message, and then add the gift card to your shopping bag.
* You will be notified by email as soon as your printed or virtual gift card has been dispatched.
* To purchase multiple printed gift cards and have them shipped to different addresses, you will need to repeat the purchasing process and pay the shipping charges for each address the printed gift card is sent to.%u2028For further assistance on placing an order for a DE RENÉ gift card, please contact the Customer Care team at customercare@derene.in.  

I RECEIVED A DE RENÉ GIFT CARD. HOW DO I USE IT?

Enjoy picking a gift of your choice from our exclusive collection. Once you’ve selected your product(s), please proceed to checkout as usual and under the checkout summary, click the “Use A Gift Card” tab. Enter your gift card number and PIN. Click “Apply Gift Card”.The gift card amount will be deducted from your order total. And voila it will be yours to unwrap in just a few days!

DO YOU HAVE ANY STORE LOCATIONS?

Yes, but only online as of now. We’re currently an exclusively online fashion store. You can enjoy the DE RENÉ shopping experience around the clock and we deliver your order right to your doorstep.