Returns

We offer a return label or QR code through our online return portal for the Benelux - Germany - Austria and the Europe 1-2 area (Norway & Switzerland excluded).

The return of these orders need to be registered through our online retour portal.

You can return ordered items that aren’t worn or washed - with the label attached and in their original package, within 30 days after receipt.

Always register your return through our online return portal (Except Norway, Switzerland and rest of the world) to make sure your return is processed smoothly. Rino&Pelle is in no case responsible for costs made by not following our return policy.

Do I have to pay return costs?

Yes, from a sustainability point of view, we feel that free returns are no longer appropriate in this day and age. You can find the return costs of your country on this page.

We eventually settle the return costs with the refund; the return costs will be deducted from the amount of your refund.

I received a damaged item

You can return damaged items within 30 days after receipt. Always get in touch with our Customer Care Team first by sending an email including pictures of the issue to customercare@rino-pelle.com. Damaged items sent back to us without our approval cannot be processed.

How can I return my order?

Always register your return through our online return portal.

Rino&Pelle is in no case responsible for costs made by not following our return policy.

Follow these instructions to return your order:

1. Go to the Rino&Pelle online return portal
2. Fill in your postal code and the order number (find your order number in your order confirmation or as Weborder number on the packing list, it consists of 7 digits and looks as following: 2012345). Start your return.
3. Please tell us more about the items you wish to send back and for what reason you want to send it back.
4. Choose the return method in the next step. The carriers shown are the ones closest to your postal code area. Change the carrier by choosing to change the drop-off point.
5. Check and confirm your return. You will receive an email confirmation with further instructions to complete your return.
6. Always remove the original label from the parcel to make sure your return is processed smoothly.
7. Go to the drop-off point 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.
8. Once we receive your returned order in our warehouse we will process your return as soon as possible, but always within 14 days after receipt.

Should you have any questions regarding your return, please send an email including your order number and track & trace code of the return to customercare@rino-pelle.com.

Can I exchange an item?

Unfortunately it is not yet possible to exchange an item. Due to the limited stock, we suggest returning the items you want to exchange and place a new order to ensure you receive the items you want. Please be aware that we charge return costs for all returned orders.

Have you received my returned order?

Benelux, Germany, Austria and Europe zone 1: It takes up to 14 working days to process a return after receipt in our warehouse.

Europe zone 2 area: It takes up to a maximum of 20 working days to process returns from the Europe zone 2 area.

If you haven’t received any information after the relevant days have passed, please contact our Customer Care Team via customercare@rino-pelle.com and include your order number and track & trace code in the email.

When will I receive my refund?

Once we have processed your return, we will arrange a refund within 14 working days. The return costs will be deducted from the total refund. If you haven’t received any information after 14 working days please contact our Customer Care Team via customercare@rino-pelle.com.

Customers returning orders from Norway, Switzerland and rest of the world are responsible for the return and all associated charges. The return needs to be sent to the following address:

Rino&Pelle Online returns
Olivier van Noortweg 6
5928 LX Venlo
The Netherlands

We recommend that you always send an email to customercare@rino-pelle.com when returning from Norway, Switzerland or rest of the world. Please bear in mind that often the return costs for the customer do not outweigh the amount that is eventually refunded.