FAQ's

Customer Service Support

Email: hello@renewed.coyuchi.com

Hours: 6am – 6pm, seven days a week including holidays

Returns

All 2nd Home Renewed purchases are considered “Final Sale” and are not eligible for returns or exchanges.

Frequently Asked Questions

What is the relationship between Coyuchi and The Renewal Workshop? 

The Renewal Workshop is our partner for transforming our linear system into a circular one. Many brands and retailers lack systems to maximize the full value of a product over its whole lifetime. This means the creative, physical, natural and financial resources that have been invested in products are lost when value still exists. This leads to massive waste problems with negative environmental impacts and significant financial losses.

The Renewal Workshop has created the Renewal System, a process that maximizes the lifetime value of every product created. It takes apparel and textiles and turns them into renewed products, upcycling materials or recycled fiber. It is a zero waste system that recovers the full value out of what has already been created as a way of serving customers, partners and planet.  

What is Renewed?

This is a new category of products focused on recovering value and reducing waste. We are currently offering the Restored product line, which means every product has been restored to like-new condition. Restored items are specifically selected from a larger pool of unsellable inventory based on having the highest level of untapped value. Items may or may not have been previously used or damaged. Because of the way unsellable inventory comes to The Renewal Workshop, the product history is not known. When something is chosen for RENEWAL, it goes through a six-stage process so regardless of where it came from, it ends up restored to like-new condition.

The six stage process:

1. Cleaned

The Renewal Workshop uses a CO2 based cleaning system called the Tersus. It is the world’s most advanced waterless and heatless cleaning technology. Items that cannot be cleaned in the Tersus are washed in commercial grade washing machines. Every single Renewed product is as clean as new. 

2. Repaired

About 50% of Renewed products have been professionally repaired in some way. All repairs respect the original design and quality standards of the product and are not visible on the outside of the items.

3. Certified

All Renewed products - whether or not they required repair - are certified to ensure that everything works (ex. buttons, zippers, closures, etc)and there is no pilling, fading, fabric fatigue or overall signs of exterior wear. Once products are reviewed and approved, they are officially certified as Renewed.

The Renewal Workshop label lets everyone know that the product is officially Renewed. This means it has met both our standards and passed the TRW certification process.

4. Matched

Wherever possible, Renewed products are matched to the original product information so customers can see the original price, product names, descriptions, features and benefits. Renewed products offer customers more transparency and product knowledge than the traditional seconds market.

5. Scored

All products are tracked for their environmental impact. Displacement values are assigned for carbon, water, and chemical usage offsets. Waste reduction is calculated on every item in the Renewal System.  

6. Happily Received

Renewed products aren’t fully renewed until a customer is happily using them. If a product doesn’t meet expectations, please contact TRW customer service.

Can customers change orders at The Renewal Workshop?

The goal is to ship orders as quickly as possible. Once you hit submit, most orders cannot be changed. However, The Renewal Workshop customer service team may be able to help. Email them at hello@coyuchi.renewed.com

How does shipping work?

Shipping is $8.00 for purchases up to $300.00. Orders of $300.00 or more ship free. The Renewal Workshop fulfills and ships most orders within 24 hours of receiving them Monday through Friday. Packages are shipped via FedEx and usually arrive within three days. 

What notifications do customers receive? 

Upon placing an order, customers receive an order confirmation email with the product name, price, tax, and total charged to the payment method. The customer will also receive a similarly styled email containing the tracking number when the order is shipped. When the item is delivered the customer will be notified. Three days after the Order has been delivered, customers receive an invitation to review their Renewed products.  

How does The Renewal Workshop track products? 

The Renewal Workshop heat presses a bar code onto each of the products that are renewed. This is a unique SKU for each item and therefore The Renewal Workshop is able to track that item’s specific data, history, and environmental impact.

Can you fix my favorite…?

First of all, thank you for wanting to fix what you already own and love. Extending the life of our textiles has the best positive environmental impact. TRW cannot fix your item but they do maintain a list of repair locations on their website.

Is everything used?

Renewed products come from a larger pool of returned items, damaged items, customer take-back programs or other production sources. No matter where they started, all products sold as Renewed go through a six stage certification process to ensure you get a high-quality product that meets our standards.

What does it mean to be zero waste?

The Renewal Workshop is trying to create a world where no textile or piece of apparel ends up in landfill. They assess all apparel and textiles that come into the facility for the highest value use. The best environmental impact is to get that product back out into the use that it was originally designed for. For everything that cannot be restored, reconditioned, reused or remade, TRW finds other solutions including downcycling and recycling.

Why aren’t your prices lower?

Renewed isn’t about the cheapest deal, Renewed products are one part of a circular system. The Renewal Workshop is helping to change the apparel and textile industry from a linear model to a circular one. That means that Renewed Products are about doing something good for the planet and getting greater value. In addition to maintaining a Zero Waste system and environmentally friendly and sustainable options for everything it does, TRW invests in the cleaning, repair and inspection of products to extend their usefulness overtime. This means that Renewed items have greater value and are priced accordingly. On average, a Certified Like-New Restored item is sold at 40% off original MSRP.

Renewed product sales also fund research and development into innovations and advancement in textile recycling.