Frequently Asked Questions
Orders
Do I need an account to place an order?
No. Checkout is available to all clients.
An account simply offers a more fluid experience — order history, faster checkout, and simplified returns.
Can I modify or cancel my order?
Orders move quickly into preparation to ensure efficient fulfillment.
If changes are required, please contact Client Care without delay. Once processing has begun, adjustments cannot be guaranteed.
Are items reserved in my cart?
No. Cart placement does not reserve inventory. Availability is confirmed only at checkout.
Why was my order cancelled?
Orders may be cancelled due to stock availability, payment verification, or security screening.
When applicable, refunds are issued automatically.
Account
How do I create an account?
An account can be created during checkout, on the Rennaï website, or in-store with the assistance of our team..
Is my information protected?
Yes. All personal data is managed in accordance with applicable privacy and security standards.
Payments
What payment methods are accepted?
Visa, Mastercard, American Express, Apple Pay, Alipay, and Visa Debit.
Is payment secure?
Yes. All transactions are encrypted and processed through secure payment infrastructure. No payment data is stored.
When will I be charged?
Payment is captured upon shipment. Some institutions may display a temporary authorization at checkout.
Why is there a pre-authorization?
This is a standard verification hold placed by your financial institution and released automatically if the order is not processed.
Shipping & Delivery
Where does Rennaï deliver?
Rennaï ships exclusively within Canada.
What are the delivery fees?
- Complimentary shipping on orders over $100 CAD
- $9.95 CAD for orders under $100 CAD
What are the delivery timelines?
Orders are prepared within 1–2 business days.
Delivery timelines vary by destination and carrier conditions.
How can I track my order?
Once your order has been shipped, a confirmation email will be sent with tracking details. You can follow your delivery at any time using the link provided.
How will I receive tracking?
Tracking is shared by email once your order leaves our distribution center.
Why is my delivery delayed?
Occasionally, delays may occur due to carrier constraints, weather events, or peak periods.
While we oversee every step, certain conditions remain external.
Can I update my shipping address?
If your order has not yet entered preparation, we will do our best to accommodate changes. Beyond this stage, modifications are no longer guaranteed.
What happens if my package is missing or delayed?
If your tracking indicates delivery but you have not received your order, please contact Client Care. We will review the situation with the carrier and support you accordingly.
What should I do if my order arrives damaged or incorrect?
We sincerely apologize for any discrepancy. Please contact Client Care with your order details and photos if applicable. We will resolve the issue promptly through replacement or refund when eligible.
Returns & Exchanges
What is Rennai return policy?
We accept returns on eligible products to ensure product quality is maintained and to support a responsible, transparent, and consistent return experience aligned with Rennaï’s return policy.
What is the return window?
- Unopened items: within 30 days of purchase
- Gently used items (up to 15% usage): within 14 days, subject to approval
What qualifies as “gently used”?
A product showing minimal usage, evaluated for hygiene, condition, and suitability for return or responsible processing.
How do I initiate an online return?
Returns are initiated online through your Rennaï account.
Once approved, a prepaid return label and instructions will be issued.
Are shipping fees refundable?
Shipping fees are non-refundable, except in the case of Rennaï error or carrier discrepancy.
How are refunds processed?
Refunds are issued to the original payment method once the return has been received and reviewed.
- In-store: up to 15 business days
- Online: up to 30 days upon receipt
Can I exchange an item?
Yes. Exchanges are available within the return window, subject to availability.
What is considered final sale?
Final sale includes personalized items, opened intimate care products, promotional items, gifts with purchase, services, workshops, and event experiences.
Gift Cards
Where can gift cards be used?
Rennaï gift cards are valid online and in-store.
Do gift cards expire?
No. They remain valid indefinitely.
Can multiple gift cards be used in one order?
Yes. Multiple gift cards may be applied per transaction.
Booking & Services
Can services be booked online?
Yes. Services are available by appointment, subject to availability.
When is payment required?
Payment is completed in-store at the time of your appointment. In certain cases, payment may be required at the time of booking; this will always be clearly indicated during the reservation process.
Can I modify or cancel a booking?
Yes. Changes may be made up to 24 hours in advance.
Are services refundable?
Services, workshops, and event experiences are final sale.
In Store Experience
Where is the Rennaï store located?
Rennaï Montreal is located in Royalmount, 5050 Chem. de la Côte-de-Liesse, Mont-Royal, QC H4P 0C9, 1 833-473-6624. For directions and store details, please refer to Store page.
What are the opening hours?
The store is open Monday-Sunday 10 am - 7 pm, Wednesday-Saturday 10 am - 9 pm. Hours may vary on holidays or during special events.
Can online orders be returned in-store?
Yes. Eligible online purchases may be returned in-store.
Is pricing consistent across channels?
Yes. Pricing remains consistent unless otherwise indicated.
Do you offer personalized consultations in-store?
Yes. Tailored guidance is available to support a more considered discovery and luxurious experience.
Can I pick up my online order in-store?
Yes. In-store pickup is available and can be selected at checkout.
How will I know when my order is ready for pickup?
A notification will be sent once the order is prepared and ready for collection.
Do you host in-store events or experiences?
Yes. Rennaï regularly curates events designed to enrich luxury discovery and community.
Can luxury products be tested in-store?
Yes. Our spaces are designed for guided discovery and tactile exploration.
Sustainability & Product Care
What happens to returned products?
Where possible, gently used items are reintegrated into responsible circular or recycling pathways.
How should I care for my products?
Each product includes specific guidance for optimal preservation and performance.
Promotions
Can offers be combined?
Unless explicitly stated, offers cannot be combined.
Can promotions be applied after purchase?
No. Promotions must be applied at checkout.
Client Care
Can I receive assistance placing an order?
Yes. Our Client Care team is available to assist with ordering, navigation, and product selection to ensure a seamless experience.
For any additional assistance, our team is available to support you.