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
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:
- Go to customer care section
- Click on REQUEST A RETURN
- Add the required information (order ID, billing last name, e-mail address) and click on “CONTINUE”
- You will get to a page with all the information related to your order
- There you will have the possibility to click on a “RETURN” button and to fill in and send a return form.
Registered user:
- Login with your credentials
- Go to “MY ORDERS” section to find all your orders.
- For each order you will have the possibility to click a “RETURN” button that will open the return form to fill in and send
- In the “RETURN” section you will also find all your open/closed returns
HOW TO REGISTER YOUR RETURN?
- Use this link and go to the return form and click REQUEST A RETURN
- 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.
- Choose the product on the list that you would like to return.
- Choose the reason for your return.
- 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 - You will immediately receive an email confirmation of the return. Within 48 hours, our customer service team will contact you to arrange courier pickup of the parcel.
- 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 Info 
Dear Customers, we would like to inform you that due to current political situation some logistic services were suspended. We are doing our best to deliver your orders, but please expect delays.
UPS
- All international services to Russia have been suspended as of 25 February.
- We are closely monitoring the situation and we will re-establish normal service when it is safe and practical to do so.
• 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.
• 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.
In accordance with the provisions of the "Consumer Protection Act" of the Russian Federation, the RF Government Decree № 2463 of 31.12.2020: perfumery and cosmetics, sewn and knitwear underwear, hosiery of appropriate quality are not subject to return.
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 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 or returns are not accepted for orders of customised products.
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.
Please be aware that the shipping costs you paid for the delivery of your order are NOT going to be refunded.