Delivery and Returns

At Secret Outlet 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.

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.

You will find the return procedure inside your dashboard in your order detail.

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

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 or exchange.
4. Choose the reason for your return.
5. Choose if you would like to register exchange or return of the goods.
   
   Exchange – If you chose this option, please enter below for which size you would like to exchange your product. In case the desired item is available we will reserve it in our system immediately for you. If product cannot be exchanged, we will notify you via Email and proceed with refund of your money.
   
   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, or in case you chose an exchange we will send you a new item within the same time frame.

• 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.

• This is an absolutely exceptional promotion. Please note that, by participating to it, you waive your right to a money refund. Hence, if you intend to return your purchase(s), the Seller will only issue to you a voucher in the value of the price you specifically paid for the returned item(s). Such voucher shall be valid for a term of one year and may be used to purchase, during said term, any other Philipp Plein product of your choice. The voucher shall be personal to you and can only be used for purchases from your user’s account.

• Please notice that we can only exchange items for another size/color, NOT for a different model. If you are interested in a different model, you will need to place a new order for it.

• The return is free of charge, which means that we are going to pay for the pick-up/sending back of your items.

• Cream della Cream Switzerland GmbH is not obliged to take the goods back should they have been used, worn, washed or damaged. Please pack the goods the way you received them and be aware that we will not accept items without their tags attached.

• Please be aware that the return of shoes will not be accepted should they show signs of wear or not be returned in the original designer box. We advise you therefore only to try out shoes on a carpet.

Delivery of damaged/wrong goods

Please contact our service department immediately in case you receive wrong/damaged goods. These goods are going to be accepted as a return and exchanged/refunded. Please follow the usual return procedure when sending these goods back. You will have the possibility to choose the reason why you are sending them back directly in the return-form.

Customized Items

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

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.

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