Frequently Asked Questions!

I cannot access my account, what should I do?

If you cannot access your account, please check the spelling of your email address and password. If you’re still unable to log in, you can request a new password by clicking the ‘Forgot password’ link to reset your password.

Are our items/products authentic?

Products sold on Raena are 100% authentic. We source from brands and reliable partners across the world, who have the most stringent standards, to ensure only quality products make their way to you.

Who is Raena?

Raena, a Singapore based company, seeks to curate and find the best products around the world for you. Because she is from this region, she understands your needs and would like to help you make the best purchase decision.

Can I amend my order once it is placed?

If you need to amend any details (such as delivery address,) please contact our customer service immediately via the chat on our website or via LINE. Quote your ORDER ID and notify us of the changes. Please note that once an order has been shipped it cannot be cancelled or amended.

How do I know if my order was successful?

If your order is successful, you will receive an automated e-mail to confirm that your order has been received and is being processed. If you have paid and confirmed the payment but have yet to receive an email, please check your SPAM.

Can I cancel an order after it has been placed?

Once an order has been placed, it cannot be cancelled.

When will my order ship?

Orders are processed for delivery Monday to Friday between 9am – 6pm, not including public holidays. If you place your order over the weekend or on a public holiday, it will be processed and sent out the next business day (Monday to Friday).

Can I receive my order on the same day?

Raena’s product are housed in Singapore and shipped directly to you once you make an order. Delivery on the same day is not possible at the moment. We strive to deliver your favourites to you within 3-5 days (Jabodetabek), 4-8 days (Java) and 4-12 days (other regions). Some delays might occur during public holidays.

How is the shipping fee calculated?

Shipping fee within Indonesia is as such:
Jabodetabek – Rp 30,000
Java – Rp 40,000
Other regions – Rp 50,000

How to be eligible for free shipping?

All orders above IDR 490,000 will be entitled to free shipping across regions. Once your order meets the spending criteria, shipping fees will be automatically removed at check out.

Can I track my order?

Yes, we send order updates to you on the email associated with your order. You can also login with your email to check order status on the website. In case you have any issues write to hello@myraena.com and we’d be happy to assist you.

What payment methods does Raena accept?

At this moment we accept COD delivery payment. Bank transfer, credit card payment and other forms of payment will be accepted in the near future.

How do I use my coupon code?

Upon checkout, there will be a box for your coupon code. Please enter a valid coupon code and click “Apply.” The total amount you have to pay will be automatically updated with the discount.

How do I return or exchange an item?

We hope that you are excited about your new favourite. However, if you receive a damaged or defective item, we will gladly send you a replacement. Please reach out to our customer service staff via our chat or LINE. You may return any damaged products to us within 3 days upon reception. Please send the damaged item(s) to Raena’s Indonesia office for review.

Complaints made after 72 hrs from the delivered date will be regarded as invalid. No refund is allowed.