Rainog Customer Service Policy: Protecting Your Trust, Every Step of the Way

At Rainog, we take pride in crafting Danish outerwear that blends durability, style, and functionality—and we extend that same dedication to our customer service. This policy outlines the support you can expect when shopping with us, from resolving sizing questions to addressing product concerns, ensuring your experience is as reliable as our waterproof clothing.

1. Returns & Exchanges: Flexible, No-Fuss Support

We want you to feel confident in your Rainog purchase. If your outerwear doesn’t meet your expectations, we offer a 30-day return and exchange period starting from the date you receive your order.

Eligibility Criteria:

  • Items must be unused, unwashed, and in their original condition (no wear, stains, or damage to fabric/zippers)
  • Original tags, packaging, and order confirmation (digital or physical) must be included
  • Custom-sized or personalized items are non-returnable and non-exchangeable, unless they have manufacturing defects

How to Initiate a Return/Exchange:

  1. Send an email to [email protected] with your order number, the name of the item(s) you wish to return/exchange, and a brief reason for the request.
  2. Our team will respond within 24–48 business hours (Monday–Friday) with a pre-paid return label (for orders within the EU; international returns may require you to cover initial shipping costs, which will be reimbursed if the item is defective).
  3. Ship the item back to our warehouse—once we inspect and confirm it meets eligibility criteria (typically 3–5 business days), we’ll process your refund (to your original payment method) or send your exchanged item.

Refund Timeline:

Refunds usually reflect in your account within 5–7 business days, depending on your bank or payment provider’s processing times.

2. Warranty: Backing Our Danish Craftsmanship

All Rainog outerwear is built to withstand the elements, and we stand behind that quality with a 2-year limited warranty against manufacturing defects, valid from the date of purchase.

What the Warranty Covers:

  • Defects in materials (e.g., faulty waterproof membranes, peeling coatings) or workmanship (e.g., unstitched seams, broken zippers) that affect the garment’s functionality
  • Free repairs or replacement of the defective item (we’ll choose the option that best fits your needs)

What the Warranty Does Not Cover:

  • Normal wear and tear (e.g., scuffs from outdoor use, fading from prolonged sun exposure, wear on cuffs/hoods)
  • Damage caused by improper care (e.g., using non-recommended detergents, ignoring wash instructions), accidents (e.g., tears from sharp objects), or modifications to the garment

How to File a Warranty Claim:

  1. Email [email protected] with your order number, clear photos/videos of the defect, and a description of the issue.
  2. Our team will review your claim within 3 business days. If approved, we’ll provide a pre-paid label for you to send the item for inspection.
  3. After verifying the defect, we’ll repair the garment (if possible) or ship a replacement—usually within 7–10 business days.

3. Sizing & Product Support: Expert Guidance When You Need It

We understand that finding the perfect fit for outerwear is crucial. Our team of experts is here to help you make the right choice:

  • Sizing Assistance: Email [email protected] with your measurements (chest, waist, height) and how you plan to use the garment (e.g., “for layering over sweaters” or “lightweight commuting”), and we’ll recommend the ideal size. Detailed size charts are also available on each product page under the “Size Guide” tab.
  • Product Questions: Whether you want to know about a jacket’s waterproof rating, fabric composition, or care instructions, reach out anytime. We’ll provide clear, accurate answers to help you make informed decisions.

4. Shipping & Delivery: Stay Updated

  • Delivery Times: Standard shipping within the EU takes 3–5 business days; express shipping (2–3 business days) is available at checkout. International shipping varies by location (7–14 business days on average).
  • Tracking: Once your order ships, you’ll receive an email with a tracking link to monitor its progress.
  • Missing/Delayed Orders: If your order doesn’t arrive within the estimated time, or tracking shows it’s delivered but you haven’t received it, contact us immediately at [email protected]. We’ll work with our shipping partners to locate your package or arrange a replacement/refund.

5. Privacy Protection: Keeping Your Information Safe

We respect your privacy. Any personal information you share (name, email, address, payment details) is used only to process your order, provide customer service, and send updates (if you opt in). We never share your data with third parties for marketing purposes, and we use industry-standard encryption to protect your information. For full details, view our (link to your privacy policy page).

Get in Touch

Our customer service team is available Monday–Friday, 9 AM–5 PM CET. For urgent inquiries, [email protected] is our priority channel—but you can also connect via or our social media accounts.

At Rainog, your satisfaction isn’t just a goal—it’s a promise. We’re here to ensure your outdoor adventures are supported, no matter the weather.