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Delivery and Returns

Return and Exchange Policy

At PHILIPP PLEIN GROUP we strive to ensure you are entirely satisfied with your purchase. However, we understand that there may be instances where you may want to return an item for a different size or color. Please note that we do not offer direct exchanges.

Should you wish to exchange an item for a different size or color, you will need to initiate a return for the original item and place a new order for the desired item.

We appreciate your understanding and cooperation. Should you have any questions regarding our return and exchange policy, feel free to reach out to our customer service team.

Request a Return

Please fill in the required information to proceed.

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Return Form

You may return to our warehouse goods with which you are not satisfied within a period of 14 days (the 14-day period starts on the day in which you receive your order).
Please follow the steps below in order to successfully complete the return procedure:

Guest:

  1. Go to customer care section
  2. Click on REQUEST A RETURN
  3. Add the required information (order ID, billing last name, e-mail address) and click on “CONTINUE”
  4. You will get to a page with all the information related to your order
  5. There you will have the possibility to click on a “RETURN” button and to fill in and send a return form.

Registered user:

  1. Login with your credentials
  2. Go to “MY ORDERS” section to find all your orders.
  3. For each order you will have the possibility to click a “RETURN” button that will open the return form to fill in and send
  4. In the “RETURN” section you will also find all your open/closed returns

HOW TO REGISTER YOUR RETURN?

  1. Use this link and go to the return form and click REQUEST A RETURN
  2. Enter your order ID and Email address and select “Process return”. Now you will be redirected to the site with all information related to your order.
  3. Choose the product on the list that you would like to return.
  4. Choose the reason for your return.
  5. Choose if you would like to register return of the goods.
    Return of goods – If you decide to return your product, please select in which way we should refund the money: via bank transfer or with a store credit* in the amount and currency which were listed as price of the product on the website you purchased from.
    *vaild for one year voucher which you can use for a next purchase in our online store
  6. You will immediately receive a return confirmation via E-Mail and then the return label within 48 hours. Please print it and attach it to the parcel. Then, bring the package to the nearest UPS/DHL center.
  7. As soon as the parcel with the return reaches our warehouse and it is processed, we will refund the amount to your account within 10 to 30 days.
    Please note, all refunds for orders paid with cryptocurrencies will be issued solely in BTC (Bitcoin). Refund amount will remain the same that was received during the original transaction. Any changes in exchange rate will not affect the refund amount.

Important information

All returns are free of charge.

• Please be aware that the refund of products that were paid with cryptocurrencies is processed by wire transfer to your bank account. Such wire transfer will be made in the amount and in the currency that were listed as price of the products on the website you purchased from. Please fill in all the fields related to your bank account details. You will get your refund within 30 days.

• Cream della Cream Switzerland GmbH is not obliged to accept returns of used, worn, washed or damaged goods. All merchandise must be returned in the same form in which they were received; in perfect condition, complete with all parts, accessories, documents (e.g., Product booklet & certificates) and protective covers.

• Be aware that we will not accept items with labels and/or security tags that have been removed, altered or damaged in any manner.

• Please note all shoes must be returned in their original box and will not be accepted should they show signs of wear. We, therefore, advise that you try our shoes on a carpeted floor.

• Please be aware that face masks cannot be returned or exchanged for sanitary reasons.

• Fragrance returns must be unopened, sealed and in their original packaging.

• Any returns not accepted will be sent back to the delivery address indicated in the original order.

• Please be aware that the shipping costs you paid for the delivery of your order are NOT going to be refunded.

PROMOTIONAL ITEMS

• Please note that, by participating in this promotion, you waive your right to a refund. Hence, if you intend to return your order item(s), Cream della Cream Switzerland GmbH will issue a voucher in the value of the price specifically paid for the returned item(s). Such voucher shall be valid for a term of one year and may be used to purchase, items on the same website as the original purchase.

Special promotions

All special promotions in SecretOutlet Online Shop are valid for a limited time only, which is specified during the particular promotion period. Discounts apply to eligible items only. The discount percentage and promotion period may vary for each promotion. For all types of Scaled Price Discounts, the final discount will be applied at checkout. These promotions cannot be combined with any other offers or promotions. Exclusions may apply. Returns of any items purchased during special promotions will be subject to our standard return policy. If you return any items that were part of Scaled Price Discounts promotions, your refund will be reduced by the amount of the discount you received. The new eligible discount will be calculated based on the kept items or order amount. All promotions are subject to change or cancellation at any time.

DELIVERY OF DAMAGED/WRONG ITEM

Please contact our client service department immediately in the case of receiving wrong/damaged goods. Once returned back to our warehouse, these goods will be refunded. Please follow the usual return procedure when returning these goods. You will have the option of choosing the return reason in the return form via our website.

CUSTOMIZED ITEMS

Withdrawals, cancellations or returns are not accepted for orders of customized products.

ORDERS CONTAINING GIFT ITEMS

Orders that include complimentary gift items are not eligible for return, exchange, or refund, either in whole or in part. By completing a purchase that qualifies for such a gift, you acknowledge and accept that the order cannot be returned.

Refund Timing

Please note that we have up to 30 days of time to complete the refund payment, starting from the day in which we receive your return at our warehouse.

Of course we do our best to refund your money as soon as possible within the 30 days, in fact:

• Refund payments to credit cards/PayPal accounts normally take up to 5 days from the moment in which we receive the return at our warehouse.

• Refund payments to bank accounts normally take up to 10 days from the moment in which we receive the return at our warehouse.