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Customer Service

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Frequently Asked Questions

I would like to become a customer at Rino & Pelle

Hey there, welcome! All across Europe you can find representatives of Rino & Pelle where you’ll be able to shop our collection. Contact the agent/importer in your region to discuss the possibilities. Click on the link,

  • where you’ll find contact
  • details of all representatives.

I would like to restock my collection

You are able to reorder our collection through your agent or at our B2B portal. Reordering by phoning our headquarters is not possible.

I am not able to login at the B2B portal

Not yet a B2B-member and would like to have access to our B2B-portal? Contact us at support@rino-pelle.com. In case you login for the first time, you’ll receive an e-mail with an attached link which enables you to change your password. This e-mail might end up in your spam. After successfully creating your password, you can use this selected password to login continuously.

I forgot my username

Don’t panic. Your username is always identical to the e-mail address you registered with in our customer relationship system.

I forgot my password

In case you forgot your password, you have to insert your e-mail address at the login page and click on “forgot my password”. You’ll receive an e-mail with a link attached to re-setup your password.

How do I know if a product is in stock

At our B2B-portal you’ll find updated stock levels. In case you are logged in , click on the “shop” button, which redirects you immediately to the product page. When clicking on a product, you’ll see its availability. In case a product isn’t present anymore at the B2B-portal, it is out of stock.

I am in need of visual branding material

Available visuals (product pictures, campaign pictures and logo’s etc.) can be downloaded from our B2B-portal. Click on the button “downloads” when you are logged in.

My desired product colour or product size is sold out, what to do?

In case a particular product colour or product size is sold out, you can setup a reminder in our B2B-portal which signals you when it is in stock again. Go to the shop in our B2B-portal and click on the desired product. On the right side you’ll find the button “keep me posted”. Point out which product colour or product size you want and you’ll receive an e-mail automatically when the product is in stock again.

I would like to adjust my customer details

Send an e-mail about this alteration to your agent or to support@rino-pelle.com.

I would like to return a product

In case a product is damaged, send an e-mail to returns@rino-pelle.com which includes the product name, size and number of products. In addition, describe your complaint by words and visualize your complaint by attaching a picture.

I would like to have a copy of my invoice

You can find your invoice in the B2B-portal. When being logged in, you’ll find your account at the left side. Down below this section you can click on “my invoices”. All sent invoices are located right there. Click at the invoice number and scroll down. Bottom right there’s a button called “PDF-version”. Click on the button in order to download the PDF file.

I would like to have a copy of my order confirmation

You can find your order confirmation in the B2B-portal. When being logged in, you’ll find your account on the left side. Down below this section you can click on “my sent orders”. In the right section are a number of icons in a green rectangle located. Click on the last icon in order to download a PDF-version of your order confirmation.

I received an invoice, but no products yet

The day after we have send the products, the invoice is created and automatically send to you by e-mail. It depends on your country of origin whether the invoice arrives before the products do. In case you haven’t received your products two weeks after receiving the invoice, you should contact support@rino-pelle.com.

Which payment methods are considered valid?

Currently, the only valid payment method are bank transfers. Our bank details can be found at the invoice.

I have paid one invoice twice, what to do?

Send an e-mail to support@rino-pelle.com which includes your bank account details. Our financial department will check it and transfer the money to your account.

I would like to adjust my order

Send an e-mail to your agent or to support@rino-pelle.com concerning the alteration of your order. In case our stock suffice, we will adjust your order and forward you a new order confirmation.

I would like to cancel an order or product

Orders can be adjusted or cancelled up to two weeks after the placement of an order. After the cooling-off period the order will be binding. Would you like to cancel it anyway after two weeks, we’ll charge you a cancellation fee of 20% over the value of the cancelled products.

For reorders we have a slightly different policy. Reorders are being processed the day after the order placement. After processing the reorder it is not possible to cancel or adjust it. In case of an order cancellation you have to contact your agent.

I have processed one order twice

Contact us immediately by sending an e-mail to support@rino-pelle.com. In case it overdues the cooling-off period of two weeks, we’ll charge a cancellation fee of 20% over the value of the products. Reorders are being processed the day after the order placement. After processing the order it is not possible to cancel or adjust the order.

I have placed multiple orders, which can be send all at once

You can mention it in the comment section of the order or send an e-mail to support@rino-pelle.com. Reorders are being processed the day after the order placement. After processing the order it is not possible to cancel or adjust the order.

A product in my order is missing, what to do?

In case a product on the packing list and invoice has been filled out as 0 or isn’t present, we were not able to deliver the product. Is a product present on the packing list, but is it not included in the shipment? Send an e-mail to returns@rino-pelle.com.

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