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CUSTOMER SERVICE

Delivery & Returns

Delivery times and costs

  • The Netherlands

    • Cost Shipping: € 5,99 (Free shipping over € 49,-) Return costs: € 5,99
    • Time 1 - 2 working days

    Belgium

    • Cost Shipping: € 7,99 (Free shipping over € 49,-) Return costs: € 7,99
    • Time 1 - 2 working days

    Luxembourg

    • Cost Shipping: € 7,99 (Free shipping over € 49,-) Return costs: € 7,99
    • Time 2 - 3 working days

    Germany

    • Cost Shipping: € 7,99 (Free shipping over € 49,-) Return costs: € 7,99
    • Time 2 - 3 working days
  • Austria

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 2 - 3 working days

    Balearen

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 2 - 5 working days

    Bulgaria

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 4 - 5 working days

    Channel Islands

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 2 - 3 working days

    Corsica

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 2 - 5 working days

    Croatia

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 5 - 6 working days

    Cyprus

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 2 - 3 working days

    Czech Republic

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 3 - 4 working days

    Denmark

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 2 - 3 working days

    Estonia

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 4 - 5 working days

    Finland

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 3 - 6 working days

    France

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 3 - 4 working days

    Hungary

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 3 - 4 working days

    Ireland (Please enter your address accurately when ordering)

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 4 - 5 working days

    Italy

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 3 - 4 working days

    Latvia

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 4 - 5 working days

    Lithuania

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 4 - 5 working days

    Malta

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 2 - 3 working days

    Poland

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 3 - 4 working days

    Portugal

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 4 - 5 working days

    Romania

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 4 - 5 working days

    Slovakia

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 3 - 4 working days

    Slovenia

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 3 - 4 working days

    Spain

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 3 - 4 working days

    Sweden

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 3 - 5 working days

    Vatican

    • Cost Shipping: € 12,99 (Free shipping over € 149,-) | Return costs: € 12,99
    • Time 2 - 4 working days
  • Aland

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 5 - 7 working days

    Albania

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 3 working days

    Andorra

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 4 working days

    Armenia

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 5 - 7 working days

    Belarus

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 4 working days

    Bosnia and Herzegovina

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 4 working days

    Canary Islands

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 3 working days

    Faeroer Islands

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 3 - 6 working days

    Georgia

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 5 - 7 working days

    Gibraltar

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 3 working days

    Groenland

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 5 - 7 working days

    Guernsey

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 5 - 7 working days

    Iceland

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 4 working days

    Isle of Man

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 5 - 7 working days

    Jersey

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 5 - 7 working days

    Kosovo

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 3 working days

    Liechtenstein

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 4 working days

    Macedonia

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 4 working days

    Moldova

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 4 working days

    Monaco

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 4 working days

    Montenegro

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 4 working days

    Norway

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 4 working days

    San Marino

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 3 working days

    Serbia

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 4 working days

    Spitsbergen & Jan Mayen

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 5 - 7 working days

    Switzerland

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 2 - 4 working days

    Turkey

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 3 - 6 working days

    Ukraine

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 3 - 6 working days
  • England - Scotland - Wales - Northern Ireland

    • Cost Shipping: € 39,99 (Free shipping over € 199,-) | Return costs: € 39,99
    • Time 3 - 6 working days

Return policy (Benelux - Europe zone 1 & 2)

You can return your 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.

Do I have to pay for the return costs?

Yes, when you decide to return the entire order including all of the items, you have to pay return costs. From a sustainability point of view, we feel that free returns are no longer appropriate in this day and age.

When you decide to keep at least one item of your order, no return costs will be charged.

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.

We eventually settle the return costs with the refund.

I received a damaged item

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.

How can I return my order?

Register your return online through our online return portal and print your label from this portal. Rino&Pelle is in no case responsible for costs made by the customer by not following our return policy.

Follow these instructions:

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 of return is.
4. Follow the instructions and print your return label.
5. Remove the original label from the 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.


Can I exchange an item?

No, unfortunately it is not 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 risk of paying for return costs, as exchanges cannot be made.


Have you received my returned order?

It takes a maximum of 10 working days to process your return after receipt in our warehouse. If you haven’t received any information after 10 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, we will arrange a refund within 14 working days. The return costs will be deducted from the total refund. If you haven’t receive any information after 14 working days please contact our Customer Care Team via customercare@rino-pelle.com.

Return policy (United Kingdom)

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

Due to the Brexit, we are unfortunately forced to charge the customer for the full return costs. Customers are responsible for paying any additional costs including customs, duties, taxes and any other fees.

Always register your return through our online return form to make sure your return is processed smoothly.

Do I have to pay for the return costs?

Yes, due to the Brexit, we are unfortunately forced to charge the customer for the full return costs. Customers are responsible for paying any additional costs including customs, duties, taxes and any other fees.

I received a damaged item

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.

How can I return my order?

Register your return online through our online return portal and print your label from this portal. Rino&Pelle is in no case responsible for costs made by the customer by not following our return policy.

Follow these instructions:

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 of return is.
4. Follow the instructions and print your return label.
5. Remove the original label from the parcel and place the printed return label on the package.
6. Please go to the right Postal Service Point for your country 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.
8. Should you have any questions or comments, please send an e-mail to customercare@rino-pelle.com

Can I exchange an item?

No, unfortunately it is not 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 returned orders.

Have you received my returned order?

As UK returns are collected before being sent back to our warehouse, it takes up to a maximum of 30 working days to process your return. 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. The return costs will be deducted from the total refund. 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?

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

Get in touch through email or our social media channels.

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