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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 or 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’ve received by e-mail. 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, you pay for your return costs. Important: the shipment contains a return label/sticker, so you don’t have to pay for your return at the postal service. We eventually settle the return costs with the refund.

    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.

  • - Fill in the return form and put it into the box.
    - Place the return label/sticker secure on the outside of the box, over your old address label.
    - Check, your order is ready to be returned ☺
    - Please go to the right Postal Service Point for your country (Post NL, DPD, DHL) and ship the box to the return address. It's the same postal service with which you received the package.

    Bleckmann c/o Rino & Pelle Returns
    Nijverheidsstraat 28
    7575 BJ Oldenzaal

    - After shipping your return, you receive a receipt with a tracking code. Please hold this receipt as it's your proof of shipment.

    For UK customers please click here

  • No, unfortunately this is not possible.

    If you are sure you want to receive a new item, it's best to order a new item right away.

  • Once we have received your return, we will arrange a refund within 10 days. 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 receive 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 days. If you haven’t receive 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.

  • Within 10 working days after we’ve received your return, we will refund your money using the same payment method you have paid the order.

  • 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.

  • 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.

  • Other Questions

  • Every item has a care label on the inside, please check the label.

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

  • 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: 12045081
    VAT: NL810083917B01

    Last Modified: 02-02-2022

NEED HELP?

E-mail us at
customercare@rino-pelle.com

Get in touch through email or our social media channels.

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