Frequently Asked Questions

Your return from Germany is always free of charge. To create a return label for free returns within Germany, you can use our DHL return portal at any time: retoure.ricano.de.

Sometimes an item doesn't fit perfectly right away. You're welcome to exchange it for a different size, simply and without hassle.

Simply note your exchange request on your invoice and include it with your return shipment. As soon as we receive your return, we'll immediately arrange to ship your exchange.

Alternatively, you can of course request a refund of your payment.

You can return items to us free of charge within 60 days, even if you purchased them on sale. We only ship items in like-new condition and ask that you only return such items to us. Please make sure not to remove or detach any attached labels.

If you were unable to return an item within the deadline, please contact us. We can usually always find a solution together.

You can send items back to us free of charge and without hassle within 60 days. To create a return label for free returns within Germany, you can use our DHL return portal at any time: retoure.ricano.de.

Here you simply enter your name and address and click "Continue" – you can then print the return slip created for you via the "Open and print PDF" button and simply stick it on your return package.

You can drop off your return at DHL parcel shops and lockers.

Please keep the DHL return receipt issued to you until you have received your refund or exchange. The tracking number on your receipt is important should delivery of the package be delayed or lost.

Find return stations near you here: find a DHL location.

Once we receive your return, our team checks it for like-new condition and completeness. We make every effort to handle this process as quickly as possible, and can usually log receipt of your return the same business day, but at the latest the following day.

You'll then receive a confirmation by email right away. We then arrange the refund of your payment, or, if requested, the shipment of an exchange.

Yes, you can bundle items from different orders into a single return shipment. We actually welcome this, since avoiding unnecessary shipping helps the environment.

If possible, please include all the invoices for your different orders in the same package. This helps us match your return quickly and process it accordingly.

To create a return label for free returns within Germany, you can use our DHL return portal at any time: retoure.ricano.de.

We're happy to exchange your item for the right size. Simply note your exchange request on the invoice and include it with your return shipment. As soon as we receive your return, we'll send your new size on its way to you. To create a return label for free returns within Germany, you can use our DHL return portal at any time: retoure.ricano.de.

Our returns management is usually extremely fast and hassle-free. Normally you'll receive your refund within 1–2 business days of us receiving your return. If you have to wait longer for your refund, please contact us for a quick resolution.

If you like an item from our range, simply select your favourite colour and the right size and click "Add to Cart". You can then either keep shopping in our online shop or go straight to your cart. You can reach your cart at any time via the cart icon at the top right.

In your cart, you can review your selection once more, then click "Go to Checkout" to set further order details such as your delivery address and payment method. If you're not yet logged in, you can either continue without registering and check out as a guest, or log into your customer account.

You'll then reach the final overview page, where you can review or change your billing address, delivery address, shipping and payment method, and items one last time.

Click "Buy Now" at the bottom of the page to complete your purchase.

You'll then receive an order confirmation by email, and your order will be processed by our team as quickly as possible.

If you'd like to change or cancel your order, please contact us straightaway. You can reach us by phone at +49 (0) 228 422 210 7 or by email at info@ricano.de.

We make every effort to handle your request as quickly as possible, and can usually process your cancellation or change immediately.

Click the small figure icon at the top right of our homepage header to reach our sign-in or registration page at RICANO. Here, click "Create Account" to set up your personal profile with us, entering your username, password, and all the information needed for your future orders.

If you choose PayPal, you'll be redirected straight to PayPal at the end of the checkout process. If you're already a PayPal customer, you can log in there with your account details and complete the payment for your order. If you're new to PayPal, you can check out as a guest or open a PayPal account and then confirm your payment.

Receipt of payment is recorded immediately, and your order is processed by us and shipped to you as quickly as possible.

Your order will be shipped as soon as your payment is received. Your ordered items remain reserved for you until payment is received, for a maximum of seven days. Depending on your bank, it can take 2–4 business days for your payment to reach us and be confirmed.

Our bank details are:

Ricano GmbH
IBAN: DE40 3807 0024 0097 7405 00
BIC: DEUTDEDB380

Please state your order number as the payment reference.

With cash on delivery, you pay the DHL courier in cash upon delivery and receive your package straight away in exchange for your cash payment.

If you've already paid for your order in advance, we include the invoice with your shipment purely as proof of purchase for your records. It usually includes a note stating that it has already been paid and is intended only for your records. In no case do you need to arrange any further payment.

We're very sorry to hear that! Please contact us, or send the item straight back to us. You can use our free DHL return portal for this: retoure.ricano.de. To handle your request as quickly as possible, please include a note in the package describing the nature of the defect or damage. This lets us review your case quickly and act accordingly.

You're also welcome to request an exchange or a refund straight away.

Ideally, document the damage to your package with a photo before opening the shipment. If only the package was damaged and your order is intact, no further action is needed. However, if your ordered item is damaged or missing, please contact us immediately. We'll promptly launch an investigation and file a claim with the responsible shipping provider on your behalf. This usually allows us to send a replacement quickly or arrange a refund.