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CUSTOMER SERVICE

Any questions?
We’re here to help

  • Accidentally entered the wrong shipping address? Please contact our Customer Care Team as soon as possible (customercare@rino-pelle.com). We will try our best to get our hands on the package before it leaves our warehouse. Keep in mind that as soon as the order has been processed completely, we can’t make any changes anymore.

  • Always check the tracking link that you received by email. It might be possible that the estimated delivery time has changed, or that you accidentally entered the wrong address. The estimated delivery time didn’t change and your address is correct? Please check your email again to see if you received a message from the shipping company. The package may have been delivered to a pick-up point or a different address, or your delivery window may have been rescheduled. Still no luck? Get in touch with our Customer Care Team (customercare@rino-pelle.com) to ensure a quick delivery of your order.

  • We always aim to ship your order as soon as possible. Please see the link below of fees and delivery times:

    Full list shipping fees and delivery times

  • Returns

  • Yes, when you decide to return your order the return costs will be deducted from the refund. When you decide to keep at least one item of your order, no return costs will be charged.

    Are you not sure about what size to order, we advise to order more than one size to reduce the risk of paying for return costs.

    Important: always register your return through our online return form to make sure your return is processed smoothly. Once your return is registered you receive a return label as a last step in our online return portal. This way you don’t have to pay for your return at the postal service as we eventually settle the return costs with the refund.

    In no case is Rino&Pelle responsible for shipping costs paid by the customer at a postal office by not following our return policy.

    For UK customers please click here

  • You can return damaged items within 30 days after you received them. Get in touch with our Customer Care Team by sending an email including pictures of the issue to customercare@rino-pelle.com. Returns that have been sent back without our approval will not be processed.

  • When you decide to return your received goods you can register your return online through our online return portal. Once you have gone through all the steps you receive a return label you can print and put on the parcel.

    Follow the instructions below:

    1. Go to https://returns.rino-pelle.com/
    2. Fill in your order number and your e-mail address (please check if there aren't any spaces as it won't work when there are).
    3. Please complete the form by letting us know which items you wish to return and what the reason is.
    4. Follow the instructions and print your return label.
    5. Remove the original label from the received parcel and place the printed return label on the package.
    6. Please go to the right Postal Service Point for your country (Post NL, DPD, DHL) and hand in your parcel. You will receive a receipt with a tracking code. Please hold this receipt as it is your proof of shipment.
    7. Once we have received your returned goods we will process the refund as soon as possible. Please keep in mind this might take a few days.
    6. Should you have any questions or comments, please send an e-mail to customercare@rino-pelle.com.

    For UK customers please click here

  • No, unfortunately this is not possible.

    If you are sure you want to receive a new item, it is best to order a new item right away and register the original item through our online return form.

  • Once we have received your return, we will arrange a refund within 10 working days after receipt of your return. If you have returned your complete order, your shipping costs will be refunded. The return costs will be deducted from the total refund. If you haven’t received any information after 10 working days please contact our Customer Care Team via customercare@rino-pelle.com.

  • Once we have received your return we will arrange a refund within 10 working days. If you haven’t received any information after 10 working days please contact our Customer Care Team customercare@rino-pelle.com.

  • Payments

  • At the moment we offer the following payment options:

    - Klarna
    - Paypal
    - Ideal
    - Bancontact
    - Google Pay, Apple Pay & Shopify Pay
    - Creditcards (VISA, AMEX, Maestro, Mastercard)

  • If your payment failed after you went through the payment procedure, you’ll get a notification. There are a few things you can try: deleting your cookies and cache data, using a different browser or try to use a different payment method. Still no luck? Please contact our Customer Care Team: customercare@rino-pelle.com.

    Is the purchase amount shown on your bank statement, however the order still seem to have failed? Contact our Customer Care Team as soon as possible by sending an email with the screenshot of the payment, so that we can start processing your order.

  • You will receive your invoice in the same e-mail as your order confirmation. If you can’t find the invoice in your account nor you can’t find the confirmation email, please contact our Customer Care Team by e-mail (customercare@rino-pelle.com) so we can (re)send it to you.

  • You will receive your refund within 10 working days after we have received your return. We will refund your money using the same payment method you originally paid the order with.

    When you have chosen Klarna as a payment method, the balance of your Klarna bill will be adjusted according to the returned items. Please keep in mind that we charge return costs for entirely returned orders.

  • Is your size sold out? On the article page you have an option to be notified when it's back on stock. Please note, not every item will be restocked.

    Register your email address to receive an email as soon as it becomes available again.

    We'll notify you when this product is in stock.

  • It may take up to two hours after you have placed your order to receive our confirmation email. Make sure to also check your spam box. Has the payment been processed, but you haven’t received a confirmation within two hours? Please contact our Customer Care Team by customercare@rino-pelle.com for assistance.

  • Once an order is placed, our team processes your order directly to ensure the quickest delivery. If you wish to cancel your order, please contact us immediately at customercare@rino-pelle.com.

    When our team is not notified in time, your order will already be processed and be out for delivery. If you do not wish to receive the order it is best to decline the delivery or return the order by following our return policy.

  • Once an order is placed our team processes your order directly to ensure the quickest delivery. If you wish to change your order, please contact us immediately at customercare@rino-pelle.com.

    Once your order is processed, changes can no longer be made.

  • Other Questions

  • Every item has a care label attached on the inside. Please follow the care instructions as displayed on the label to keep your clothing beautiful and durable.

    Find some extra information about our styles and used materials:

    Faux Suede
    Dark and bright colours may bleed. Please be careful when wearing these items together with light colours and wash with similar colours. Colour may fade slightly after wearing and washing.

    Faux Leather / Vegan Leather
    Dark colours may transfer colour onto light coloured faux leather.
    Store light coloured faux leather pieces separated from dark coloured faux leather items. Don’t forget to store your faux leather items inside out!

    Viscose
    Due to the nature of viscose fibres, special care should be taken to clean these items. Have you washed your garment and is it suddenly a lot smaller? Don’t panic! Viscose products can shrink and feel slightly rough after washing. The shrunk viscose can be easily ironed back to its original length and shape. Iron your garment inside out on a medium level and do not tumble dry.

    Delicate fabrics
    Fabric like chiffon, georgette and mesh are examples of delicate fabrics. Please treat these items with special care and follow our care instructions carefully. Wash these garments at a low temperature, 30 degrees, and always wash them inside out together with similar colours.  

    Knitwear items
    Wash our knitwear items always inside out, with similar colours and at a low temperature, 30 degrees. Read the care instructions carefully. For example: an item containing wool should be washed with a special wool washing program.
    Make sure you dry your knitted item flat after washing to maintain its shape. Do not hang your knitted item but lay it flat in your wardrobe in order to maintain its shape. Your item will have a longer life and will stay in a better shape!

    Padded coats
    Our padded coats can be washed on a maximum temperature of 4 degrees. Close your coat carefully and wash it inside out.
    To dry your coat properly and to make sure the padding is returning back in its original shape we advise to add some tennis balls to your tumble dryer while drying your coat after washing. These tennis balls will make sure that the padding will get nice and fluffy again.

    Faux Fur
    Some of our faux fur can, in some cases, lose small faux fur hairs. To solve this in a very quick and simple way please take your vacuum cleaner, add on the smaller mouthpiece and move it from top to bottom over your item to remove all the loose small faux fur hairs.

    Garment Dyed
    Because of the dying technique, the same items may have slight differences in colour. This technique gives the natural shading effect that we love. Due to this characteristic each piece will have a slightly different look.

  • The size and fit of the garment is explained in the product information. We are always working on providing more information to make sure you are able to order the right size and fit.

    When you are not sure about what size to order, we advise to order more than one size to reduce the risk of paying for return costs. When you decide to keep at least one item of your order, no return costs will be charged.

  • You have a six-month guarantee with the purchase of all Rino & Pelle clothing.

    Clothing is meant to be worn, damages can arise. To keep your clothing beautiful and durable always follow the Rino&Pelle care instructions.

    Do you have a complaint? Please contact our Customer Care Team.
    Please bear in mind that damaged items are inspected on return, and those with wear and tear rather than a fault may not be refunded.

  • If you’re unhappy with your order or our services we kindly ask you to contact our Customer Care Team by customercare@rino-pelle.com.

  • The privacy and the security of your data is our top priority. We use SSL-technology (Secure Socket Layer).

    For more information, please read our Privacy Policy.

  • Do you have questions or comments about the brand or our products, please feel free to contact our Customer Care Team:

    E-mail: customercare@rino-pelle.com
    Phone: +31(0)853034611

    Monday - Friday: 09:00 – 16:30

    We'll help you resolve questions as soon as possible ☺

    Chamber of Commerce: 85283223
    VAT: NL863572182B01

    Last Modified: 20-10-2022

NEED HELP?

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customercare@rino-pelle.com

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