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faq

Ordering Status

1. How do I track my order? 

  • If you are logged in, you can easily keep track your order here.  If not, then once you log in you can check the status of your order on your account dashboard. We will also be sending you updates via email throughout your order and shipping process.
     

My Account

1. Can I place an order without creating an account?

  • No, to place any order you must register for an account. It makes the check out process much easier and faster. 

2. What do you do with my information after I register, is it secure?

  • We assure you that all of your information is safe and secure. Please feel free to take a look at our Privacy Policy for more details.  

3. What if I forget my password?

  • Not a problem! Just go to our password recovery page here for a step by step process of how to retrieve your password. 

 

Returns and Exchanges

1. How long do I have to return an item?

  • You can return any item within 14 days of receipt for a full refund.
  • After 14 days and within 28 days, you can return any item for an E-Credit, which will be issued to you via email. For more information take take a look at our Returns Policy here

2. Can I exchange any items?

  • At this time you will only be able to exchange items for a different color or size. 

3. How do I return or exchage an item?

  • Easy! Just fill out the returns form included in your shipment and send it on back. We have included a USPS returns label in your package to make the whole process effortless. Take a look at our Returns Policy here. for detailed instructions on how to return or exchange an item. If you have any further questions about these processes please contact customer care.

4. How will I know if you have received my returned item?

  • We will notify you via email throughout the entire process. Please contact our customer care.  if you have further questions.

5. What if I have lost my returns slip?

  • Don't worry! If you are logged in, you can print another one here. If you are not logged in, please do so and then click on Return Requests you will then be directed to a printable returns slip. Just make sure to fill in all of the necessary information and include in your parcel or else we will not be able to compelete the return or exchange. 

 

Shipping & Delivery

1. When will I receive my order?

  • Click here to take a look at our Shipping Times chart. You will be able to estimate how long it will take for your order to arrive. 

2. How do I know that my order was made correctly?

  • After placing your order you will be able to check your account dashboard for the status of your order. In addition, you will receive a confirmation email within an hour of placing your order. If you have not received a confirmation please contact our customer care.

3. Can I edit or cancel my order once it has been processed?

  • If you would like to edit or cancel your order please contact our customer care team for more information.

4. I did not receive my order

  • You can find your tracking number in your email confirmation.
  • Check with neighbors or our of site locations, sometimes carriers leave them with others when you are not home.
  • Contact our customer care for further assistance.

 

Payment

1. What payment methods do you accept?

  • We accept all credit cards.

 

Size Chart

1. How do your sizes work?

 

Coupon and Promotional Codes

1. Trouble with E-Credit?

2. Where can I sign up for Newsletters and to find out about promotions?

  • You have 2 options. On our homepage you have an easy to use sign up box. Also, if you are already logged into your account, you can click here to sign up for our email list to receive the newsletter and be ther firs to know about free gifts and promotions.

 

Contact us

1. You can reach us at

  • Customer Care
  • care@ronenchen.com
  • +1-646-626-4212 (US CUSTOMERS)
  • +972-3-518-8433 (INTERNATIONAL)
  • Sun-Thur 7am-12 EST

 

Unsubscribe

1. How do I unsubscribe? 

  • If you no long would like to receive email notifactions on sales and promotions please log into your account and adjust your newsletter subscription settings. You will also have an unsubscribe option in each email that we send you.