Frequently Asked Questions

We accept all major credit and debit cards, Apple Pay, Google Pay, Shop Pay, PayPal, and Klarna. Klarna lets you spread the cost or pay later, subject to Klarna's own eligibility checks.

Every price on thedrenn.com is shown and charged in British pounds (GBP). Customers in the EU markets we serve will see the total converted to their local currency at checkout by their card provider or PayPal, and the exact amount charged depends on their exchange rate at the time.

No. You're welcome to check out as a guest with just your contact and delivery details. Creating an account is optional but makes your next order faster and lets you track your order history.

Yes, as long as it hasn't shipped yet, which is usually within our processing window. Email hello@thedrenn.com as soon as possible with your order number and what you'd like changed. Once a courier has collected your order we can no longer guarantee a change.

This is usually something to sort out with your bank rather than us. Double check your billing address matches the one on your card, confirm with your bank that the transaction is authorised, or try a different payment method. Still stuck? Email hello@thedrenn.com and we'll help however we can.

Processing takes 1–3 business days, and delivery to addresses typically takes 7–12 days from dispatch, wherever you're ordering from in the UK or EU. These are estimates, not guarantees, and can vary during busy periods.

Yes, every order ships with tracking regardless of destination. You'll receive a tracking link by email once your order leaves our warehouse.

Shipping is free on every order, no minimum spend required, whether you're ordering from the UK or the EU.

As EU member states, orders within the EU aren't subject to the customs duties that apply to shipments from outside the EU. Standard EU VAT rules apply and are handled as part of your checkout total, so there should be no surprise charges on delivery.

Delivery estimates are exactly that: estimates. If tracking hasn't updated in a while or your order is significantly overdue, email hello@thedrenn.com with your order number. We'll open an investigation with the courier on your behalf and arrange a replacement or refund if needed.

Not quite, but they work together in your favour. As a UK customer, you already have a statutory right under the Consumer Contracts Regulations 2013 to cancel most online orders within 14 days without giving a reason. Our 30-day guarantee simply extends well beyond that legal minimum.

Customers in the EU markets we serve have an equivalent 14-day statutory withdrawal right under the EU Consumer Rights Directive, and again our 30-day guarantee goes further than that baseline.

Email hello@thedrenn.com with your order number and a short note on why you're returning the item. We'll confirm the return address and any packaging notes within 1-2 business days. Please wait for our confirmation before posting anything back, unconfirmed returns can take longer to process.

If an item arrived damaged, faulty, or incorrect, we cover the full return postage cost. For a straightforward change of mind under our 30-day guarantee, return postage is on you, and we'll always tell you the cost upfront.

Send it back unworn, with tags attached and in its original packaging where possible. Given the washed and distressed nature of our fabrics, we can't accept items that have been worn beyond trying on or that show wear from use.

Once your return arrives and we've checked it, usually within 1-3 days, we refund your original payment method and send a confirmation email. We never charge a restocking fee.

Email hello@thedrenn.com within 48 hours of delivery with your order number, a short description, and a couple of photos. We'll arrange a prepaid return label and you can choose a replacement or a full refund, at no cost to you. This sits outside a standard return and doesn't come out of your 30-day guarantee window.

Yes. Washed, stone-washed, and distressed finishes are a deliberate part of the Y2K-revival look, so faded patches, raw edges, and uneven wash tones are the design, not a fault. Genuine manufacturing faults are different and are covered by our 30-day guarantee.

Our pieces are cut deliberately oversized or barrel-shaped for that Y2K silhouette, so they run roomier than a standard fit by design. Each product page includes a size guide with measurements. If you want a closer, less exaggerated fit, sizing down from your usual size usually works well.

They're applied to hold up to normal wear and washing, but any embellished piece lasts longest with inside-out washing, avoiding direct ironing over the graphic, and skipping the tumble dryer.

Check the measurements on the product page against a piece you already own and love the fit of. Given the oversized cut of most of our pieces, when in doubt we generally recommend sizing down for a more fitted look.

Yes. As a UK customer, your data is protected under UK GDPR, which gives you rights to access, correct, delete, and export your data, and to object to certain uses of it. Customers in the EU markets we serve are protected under the EU GDPR, which provides equivalent rights, enforced by your national data protection authority.

No. We don't sell personal data to third parties. We only share what's necessary with service providers who help us run the business, such as couriers and payment processors.

Email hello@thedrenn.com with your request and we'll action it in line with the applicable data protection law for your market. See our Privacy Policy for full detail on how we handle requests and expected timelines.

Yes, any time. Every marketing email includes an unsubscribe link, or you can email hello@thedrenn.com and we'll remove you. This won't affect transactional emails like order confirmations and shipping updates.

We aim to reply to every email within 1-2 business days. It might take slightly longer during busy periods like a new drop, but we read and reply to everything ourselves.

The Drenn is operated by NORVELLO COMMERCE LTD, registered in England & Wales, at 30 Calderwood Street, London SE18 6JH, United Kingdom.

We're an online-only label, so there isn't a shop to browse in person. Our registered office isn't a retail location or returns drop-off point. Please don't send returns there, use the return address we confirm by email instead.

Of course. Email hello@thedrenn.com with the product name or link and your question, whether it's about fit, fabric, or wash. We're happy to help you get the right piece the first time.