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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 to you as soon as possible. Please see below the full list of fees and delivery times below:

    Benelux & Germany
    The Netherlands
    Cost € 4,75 - Free shipping order over € 100,-
    Delivery time 1 - 2 working days

    Belgium
    Cost € 6,99 - Free shipping order over € 100,-
    Delivery time 1 - 2 working days

    Luxembourg 
    Cost € 6,99 – Free shipping order over € 100,-
    Delivery time 2 - 3 working days

    Germany
    Cost € 6,99 – Free shipping over € 100,-
    Delivery time 2 - 3 working days


    Europe zone 1 (Cost € 9,99)

    Austria
    Delivery time 2 – 3 working days

    Czech Republic
    Delivery time 3 – 4 working days

    Denmark
    Delivery time 2 – 3 working days

    Estonia
    Delivery time 4 – 5 working days

    France
    Delivery time 3 – 4 working days

    Hungary
    Delivery time 3 – 4 working days

    Ireland
    Delivery time 4 – 5 working days

    Italy
    Delivery time 3 – 4 working days

    Latvia
    Delivery time 4 – 5 working days

    Lithuania
    Delivery time 4 – 5 working days

    Poland
    Delivery time 3 – 4 working days

    Slovakia
    Delivery time 3 – 4 working days

    Slovenia
    Delivery time 3 – 4 working days

    Spain
    Delivery time 3 – 4 working days

    Sweden
    Delivery time 3 – 5 working days

    United Kingdom
    Delivery time 3 – 4 working days


    Europe zone 2 (Cost € 19,99)

    Bulgaria
    Delivery time 4 – 5 working days

    Croatia
    Delivery time 5 – 6 working days

    Greece
    Delivery time 7 – 8 working days

    Finland
    Delivery time 3 – 6 working days

    Portugal
    Delivery time 4 – 5 working days

    Romania
    Delivery time 4 – 5 working days


    Europe zone 3 (Cost € 49,99)

    Bosnia and Herzegovina
    Delivery time 1 – 3 working days

    Iceland
    Delivery time 1 – 3 working days

    Liechtenstein
    Delivery time 1 – 3 working days

    Macedonia
    Delivery time 1 – 3 working days

    Norway
    Delivery time 1 – 3 working days

    Serbia
    Delivery time 1 – 3 working days

    Switzerland
    Delivery time 1 – 3 working days

  • 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.

  • 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.

  • Yes, you can exchange your ordered items that aren’t worn or washed and with the label attached, within 30 days. How to exchange your items:

    1.  Fill in the return form and mark that you would like to exchange the item(s) and put the item(s) in the box.

    2. Place the returnlabel/sticker secure on the outside of the box, over your old address label.

    3. Please go to the correct Postal Service Point for your country (Post NL, DPD, DHL) and ship the box to the return address as mentioned on the label:

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


    After shipping your return, you receive a receipt with a tracking code. Please, send us the tracking code from the returned parcel to the following e-mail: customercare@rino-pelle.com.

    If you send us the tracking code, we can already place the new order for you.

    5. If you haven't followed step four 'once the returned parcel has been received by us', we will place a new order according to your wishes.

    6. You will receive a new confirmation by e-mail. As soon as your parcel has been processed and shipped you will receive an e-mail.

  • Once we have received your return, we will arrange a refund within 5 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 5 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 5 days. If you haven’t receive any information after 5 working days please contact our Customer Care Team customercare@rino-pelle.com.

  • Payments

  • At the moment we offer the following different payment options:

    - iDeal
    - Paypal
    - Sofort banking
    - 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 5 working days after we’ve received your return, we will refund your money using the same payment method you have paid the order with.

  • Sure we can. The Rino & Pelle collections are made by a team of fashion professionals who know all the ins and outs of the products. Get in touch with the Customer Care Team to ask your questions via customercare@rino-pelle.com.

  • If you want to make sure you’re able to get your hands on one of the items of the Rino & Pelle collections, we suggest you move quick. Almost all styles will be released only once and won’t get restocked.

  • 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 possible. However, we all make mistakes sometimes, it’s only human. If you wish to cancel your order, please contact us immediately. We will look into the status of your order right and if it hasn’t been processed yet, we are usually able to cancel the order for you. If it’s too late to cancel or change your order, please place a new order as soon as possible (since Rino & Pelle stock is limited) and return the order you wanted to cancel.

  • Did you have a change of heart? Once an order is placed our team processes your order directly to ensure the quickest delivery possible. If you wish to change your order, please contact us immediately. We will look into the status of your order and ifit hasn’t been processed yet, we are usually able to change the order for you. If it’s too late to change your order, please place a new order as soon as possible (since Rino & Pelle stock is limited) and return the order you wanted to cancel.

  • Once you have placed your order, you will receive a confirmation by email within two hours. Next, we will start to process your order as soon as possible. When the order isready to ship, you will receive an email with the tracking information. You can use this information to track the shipment of your order until it is delivered and you can start wearing your Rino & Pelle item(s).

  • Other Questions

  • Every item has a care label on the inside, please check the label to make sure you treat your items with the care they deserve.

  • 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.

  • Placing an order with us is always safe. The privacy and the security of your data is our top priority. We use SSL-technology (Secure Socket Layer). Furthermore, both us and the bank/PayPal will validate and approve each customer to maintain security. 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: 07-04-2021

  • Unfortunately we cannot accept orders from the United Kingdom at the moment. We are working on a solution towards the SS21. We expect to ship AW21 back to the United Kingdom. We are sorry for the inconvenience.

NEED HELP?

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

Get in touch through email or our social media channels.

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