Return Policy
Find the information about possible return costs and the return policy of your country below.
We offer a return label or QR code through our online return portal for the Benelux - Germany - Austria and the Europe 1 area. The return of these orders need to be registered through our online retour portal.
Orders placed within countries of the Europe Zone 2 area and the United Kingdom need to be returned at your own expense and cannot be registered through our online return portal.
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The Netherlands
- Cost Return costs: €5,99
Belgium
- Cost Return costs: €7,99
Luxembourg
- Cost Return costs: €7,99
Germany
- Cost Return costs: €7,99
Austria
- Cost Return costs: € 7,99
-
Balearen
- Cost Return costs: €12,99
Bulgaria
- Cost Return costs: €12,99
Corsica
- Cost Return costs: €12,99
Croatia
- Cost Return costs: €12,99
Czech Republic
- Cost Return costs: €12,99
Denmark
- Cost Return costs: €12,99
Estonia
- Cost Return costs: €12,99
Finland
- Cost Return costs: €12,99
France
- Cost Return costs: €12,99
Hungary
- Cost Return costs: €12,99
Ireland
- Cost Return costs: €12,99
Italy
- Cost Return costs: €12,99
Latvia
- Cost Return costs: €12,99
Lithuania
- Cost Return costs: €12,99
Malta
- Cost Return costs: €12,99
Poland
- Cost Return costs: €12,99
Portugal
- Cost Return costs: €12,99
Romania
- Cost Return costs: €12,99
Slovakia
- Cost Return costs: €12,99
Slovenia
- Cost Return costs: €12,99
Spain
- Cost Return costs: €12,99
Sweden
- Cost Return costs: €12,99
Vatican
- Cost Return costs: €12,99
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Aland
- Cost Return costs: at own expense
Albania
- Cost Return costs: at own expense
Andorra
- Cost Return costs: at own expense
Armenia
- Cost Return costs: at own expense
Belarus
- Cost Return costs: at own expense
Bosnia and Herzegovina
- Cost Return costs: at own expense
Canary Islands
- Cost Return costs: at own expense
Channel Islands (Guernsey - Jersey)
- Cost Return costs: at own expense
Cyprus
- Cost Return costs: at own expense
Faeroer Islands
- Cost Return costs: at own expense
Georgia
- Cost Return costs: at own expense
Gibraltar
- Cost Return costs: at own expense
Greece
- Cost Return costs: at own expense
Greenland
- Cost Return costs: at own expense
Iceland
- Cost Return costs: at own expense
Isle of Man
- Cost Return costs: at own expense
Kosovo
- Cost Return costs: at own expense
Liechtenstein
- Cost Return costs: at own expense
Macedonia
- Cost Return costs: at own expense
Moldova
- Cost Return costs: at own expense
Monaco
- Cost Return costs: at own expense
Montenegro
- Cost Return costs: at own expense
Norway
- Cost Return costs: at own expense
San Marino
- Cost Return costs: at own expense
Serbia
- Cost Return costs: at own expense
Spitsbergen & Jan Mayen
- Cost Return costs: at own expense
Switzerland
- Cost Return costs: at own expense
Turkey
- Cost Return costs: at own expense
Ukraine
- Cost Return costs: at own expense
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England - Scotland - Wales - Northern Ireland
- Cost Return costs: at own expense
Return policy (Benelux - Germany - Europe Zone 1)
You can only return ordered items that aren’t worn or washed - with the label attached and in their original package, within 30 days.
Always register your return through our online return form 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?
When you decide to return the entire order including all of the items, then yes, you have to pay return costs. When you decide to keep at least one item of your order, no return costs will be charged.
From a sustainability point of view, we feel that free returns are no longer appropriate in this day and age.
When you are not sure about what size to order, we advise to order more than one size to reduce the chance of paying return costs.
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 tracking email, it consists of 11 numbers and looks as following: 12345-123456), or fill in the track & trace number, and start your return.
3. Please tell us more about the items you wish to send back and for wat 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 and always within 14 days.
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 entirely returned orders.
When you are not sure about the right fit, we advise to order more than one size to reduce the chance of paying return costs, as exchanges cannot be made.
Have you received my returned order?
It takes up to 14 working days to process your return after receipt in our warehouse. If you haven’t received any information after 14 working days 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. Possible 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.
Return policy (Europe Zone 2 & United Kingdom)
We are unfortunately unable to offer a return label or QR code to customers with orders placed within the Europe Zone 2 area and the United Kingdom. These orders cannot be registered through our return portal.
You can return your ordered items that aren’t worn or washed - with the label attached and in their original package, within 30 days, at your own expense.
Do I have to pay return costs?
Yes, we are unfortunately unable to offer a return label or QR code to customers within the Europe zone 2 area and United Kingdom. The return of your order can only be made at your own expense. Customers are also responsible for any possible additional costs including customs, duties, taxes and any other fees.
I received a damaged item
You can return damaged items within 30 days after receipt. Get in touch with our Customer Care Team by sending an email including pictures of the issue to customercare@rino-pelle.com. Damaged items that have been returned without our approval cannot be processed.
Can I exchange an item?
No, 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 returns need to be made at your own expense.
Have you received my returned order?
It takes up to a maximum of 30 working days to process returns from the Europe zone 2 area and the United Kingdom. If you haven’t received any information after 30 working days please contact our Customer Care Team via customercare@rino-pelle.com.
When will I receive my refund?
Once we have received your return in our warehouse in the Netherlands, we will arrange a refund within 20 working days. Possible (additional) return costs including customs, duties, taxes and any other fees will be deducted from the refund amount. If you haven’t received any information once the said time has passed please contact our Customer Care Team via customercare@rino-pelle.com.
NEED HELP?
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customercare@rino-pelle.com
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