Exchanges and Returns at the RICANO Online Shop
An item doesn't fit, or you've simply changed your mind? At RICANO, you can return your order within 60 days of receiving the goods.
The right of return applies to both regular items and reduced items from the SALE.
Conditions for a Return
Please send items back to us in flawless condition. Goods may only have been tried on, not worn beyond that, washed, soiled, or damaged.
Please make sure that:
- items are returned complete,
- the originally attached labels are not removed,
- there are no signs of wear, odours, or soiling.
Your statutory rights in the case of defective or incorrectly delivered goods remain unaffected by this.
Requesting a Return Label
For your return, you can request a DHL return label via our online form: Request a new return label.
Enter the required information about your order and return there. The return label will then be provided to you according to the instructions in the form.
Attach the label clearly visible on your return package. Please remove or cover previous shipping labels and barcodes.
You can then drop off your return at a DHL branch, a DHL parcel shop, or a suitable DHL parcel locker.
Return Shipping Costs
You bear the direct costs of the return.
The amount of the return costs, as well as the billing of the return label requested via RICANO, will be communicated to you as part of the return request.
In the case of a valid complaint, an incorrect delivery, or an item delivered damaged, we naturally cover the return shipping costs.
Exchange for a Different Size
Ordered the wrong size? We're happy to exchange your item for a different available size.
Please state your exchange request when requesting the return label, or include a corresponding note with your return. Please mention:
- your order number,
- the item in question,
- the previous size,
- the desired new size.
Once we receive and inspect your return, we'll ship the requested replacement item as quickly as possible, provided it's available.
Should the desired size no longer be available, we'll refund the purchase price via the payment method originally used.
For a switch to a different model or colour, we recommend returning the original item and placing a new order for the desired item.
Keep Your Return Receipt
Please keep the DHL drop-off receipt with the tracking number until your return has been fully processed.
The tracking number allows the package to be traced in case of delays or potential loss.
Processing and Refund
Once we receive your return, it is checked by our returns team.
Processing usually takes place within 1 to 3 business days. During periods of higher return volume, processing may take a little longer.
Refunds are generally made via the payment method you used for the original order.
Depending on the payment provider or bank, it may take a few business days after the refund is issued for the amount to appear in your account.
Complaints and Incorrect Deliveries
If you've received a damaged, defective, or incorrect item, please contact our customer service before returning it.
Email: kundenservice@ricano.de
Phone: +49 (0) 228 422 210 7
Available: Monday to Friday, 10:00 a.m. to 4:00 p.m.
Please provide us with, if possible:
- your order number,
- the item number,
- a brief description of the issue,
- clear photos of the item.
We'll then inform you of the next steps.
Returns After the 60-Day Period
After the 60-day return period has expired, there is generally no entitlement to the return of goods in flawless condition.
Should you have exceeded the deadline slightly for a particular reason, please contact our customer service. We're happy to check whether a goodwill solution is possible in individual cases. However, there is no entitlement to a return after the deadline has expired.
Questions about exchanges or returns? Call us: +49 (0) 228 422 210 7
or email us at: kundenservice@ricano.de
