Frequently Asked Questions
Ordering & Delivery
Where does REINE deliver?
REINE delivers throughout the United States and to many international destinations. Available shipping options and any applicable costs are shown at checkout.
How long will my order take to arrive?
Orders are normally prepared within 1–3 business days. For the United States, we currently recommend allowing approximately 8–12 business days from the order date. International orders usually arrive within 6–12 business days, depending on the destination and customs processing.
Do you offer free shipping?
Yes. REINE offers free shipping on orders over $150. The discount is applied automatically at checkout when your order qualifies.
How much is shipping?
For orders under $150, shipping fees are calculated at checkout based on your delivery destination and order details. You’ll see the exact shipping cost before completing your purchase.
How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information. Please allow a short time for the carrier’s tracking system to update.
Will all my products arrive together?
Some products may be prepared at different fulfillment locations and can arrive in separate packages. You will not be charged additional shipping fees because an order is divided into multiple parcels.
Will I need to pay customs duties or import taxes?
International orders may be subject to local customs duties, taxes, or import fees. Unless these charges are collected at checkout, they are the responsibility of the recipient.
Can I change or cancel my order?
Please contact us as soon as possible. We will do our best to help, but changes or cancellations cannot be guaranteed once an order has entered processing.
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Returns & Refunds
Can I return my order?
A return may be requested within 14 days of delivery. Products must be unused, unworn, unwashed, and returned in their original condition with all tags attached. For hygiene reasons, intimate apparel and other hygiene-sensitive items are not eligible for return unless they are faulty or damaged upon arrival.
What if my order arrives damaged, defective, or incorrect?
Please contact us as soon as possible with your order number and clear photographs. Once the issue has been reviewed, we will arrange an appropriate replacement or refund.
Do you offer exchanges?
We do not currently process direct exchanges. You may return an eligible product and place a new order for your preferred size or color.
Products & Materials
Are all REINE products made from silk?
No. REINE offers carefully selected products made from silk, linen, cotton, Tencel, bamboo-based fabrics, and other materials. The exact composition is always provided on the individual product page.
What does “momme” mean?
Momme is a measurement used to describe the weight and density of silk. A higher momme generally indicates a denser fabric, while the ideal weight depends on the product and how it is intended to feel and perform.
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Sizing & Care
How do I select the correct size?
Please check the individual size guide on each product page before ordering. Silk generally has very little stretch, so if you are between sizes or prefer a more relaxed fit, choosing the larger size is usually recommended.
How should I care for my REINE product?
Always follow the care instructions provided on the product page and product label.
Caring for Silk
Silk should generally be hand washed in cold water. Use a mild detergent suitable for silk. Do not bleach. Dry naturally. Iron on a low setting if needed. Handle with care to preserve the beauty and longevity of your silk products.
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Connect with Us
How can I contact REINE?
Our Customer Care team is happy to assist you with orders, products, shipping, returns, and general questions.
Customer Care
support@reinemaison.com
General Inquiries
inquiries@reinemaison.com
You may also contact us at:
customercare@reinemaison.com
Response time: within 1–2 business days.