CUSTOMER CARE
- PAYMENTS
- DELIVERY AND RETURN
- SIZE GUIDE
- CONTACT US
- PURCHASE BY PAYMENT CARDS
- PAYPAL PAYMENTS
You can pay for your order using the following payment cards: Visa, Visa Electron, MasterCard, Maestro, American Express. Your payment card must be approved for online (Internet) payments by the issuing bank.
When you select this payment method during the online ordering procedure, you will be transferred to the Banca Intesa webpage, which is protected and secure for this payment method. Your payment card details will not be disclosed to our system at any point.
The following data will be requested on this webpage:
Card number, Expiration date, and CVC2/CVV2 code, all of which you can find on your payment card.
When entering payment card data, the confidential information is transferred through the public network in an encrypted form using the SSL protocol and PKI system as state-of-the-art encryption technologies.
Data security during online shopping is guaranteed by the payment card processor Banca Intesa Belgrade, wherefore the entire payment process is conducted on the Bank’s webpage.
Our system has no access to payment card details at any time.
The data entry and verification are conducted exclusively by and between the cardholder/user and Banca Intesa, and the online seller has no access to the data exchanged.
Payments may be made with cards issued by local and foreign banks.
Paying in foreign currency is not enabled for Serbian citizens, but only in Serbian dinars (RSD).
Payments are to be made by the cardholder only.
In case of any inconveniences on the Buyers’ behalf, the Buyer is held responsible for all damage (financial and law-abiding).
In case of returns or refunds concerning the goods paid for by the Buyer with a payment card, in whole or in part and regardless of the reason for the return, BokiBellano International d.o.o. is held responsible to affect the refund exclusively through the VISA, EC/MC, and Maestro payment methods. This means that at the Seller’s request the relevant bank will conduct the refund to the bank account of the cardholder.
You can pay for your order using a PayPal account:
- Select the desired product (s)
- Access the shopping cart to continue the purchase process
- Enter the data
- For the payment method, select the PayPal option and confirm the payment
- The system will redirect you to the PayPal platform: enter the username and password and access the account
- After successfully making the payment, you will receive an order confirmation via mail.
Payment by PayPal is regulated by Article 32 of the Law on Foreign Exchange Operations (“Official Gazette of the Republic of Serbia”, No. 62/2006, 31/2011, 119/2012 and 139/2014) in paragraphs 2 and 3, prescribes the following:
“Residents may perform payment transactions abroad and through an electronic money issuer – for payment and collection based on the electronic purchase of goods and services. Foreign payment operations of residents – as physical entities, can perform payment through an institution and a public postal operator that provides payment services per the law regulating payment services.
Resident’s funds held by foreign e-money institutions for payment or collection based on the electronic purchase of goods and services shall not be considered as a deposit within the meaning of Article 27, paragraph 2 of this Law. “
PayPal payments can be made exclusively by non-residents of the Republic of Serbia. Residents of the Republic of Serbia are not allowed to pay by PayPal by law. In the event of non-respect of the rules, the buyer shall bear criminal and material liability.
By confirming the order, by clicking the PLACE ORDER button, you agree to the Terms of Payment.
- REQUEST A RETURN
- RETURN FORM
- IMPORTANT INFO
- REFUND TIMING
If you did a order as a guest and you want to return the good, please fill in the required information.
If you are registered user please log in to your account; 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:
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:
1. Fill in your pick-up address (please be aware that the pick-up address must be in the same country as the delivery address of your order).
2. Chose the kind of return shipment.
European countries (we offer you two alternatives):
– UPS pick-up: a UPS driver will do a first attempt to pick up the parcel at your place the day after your return has been processed. Please make sure someone is at your place. In case nobody is at your place during the first attempt, UPS will try again to pick up the parcel the next day, up to a maximum of three attempts. After that, if you still want to return the goods, we will have to organize a new pick up. If you choose this type of return, you won´t need any kind of label, all the info regarding your return will be directly communicated to UPS by us and we will also take care of the organization of the pick-up. Please just pack the goods the way you received them and wait for the UPS driver to come.
– Return label (UPS drop-off): you will receive a return label via E-Mail. Please print it and attach it to the parcel. Then, bring the parcel to the nearest UPS center.
Outside Europe:
– Return label (UPS drop-off): you will receive a return label via E-Mail. Please print it and attach it to the parcel. Then, bring the parcel to the nearest UPS center.
3. Chose the items you would like to return by adding the hook in front of the article
4. Chose the reason for your return
5. Chose if you would like to register a refund, an exchange or a voucher code (store credit)
6. Add a comment for more details description. (If you want an exchange, please write down in this space for which color/size you would like to exchange your item).
7. You will immediately receive a return number (RAN) by E-Mail.
When you ask for an exchange, in case the desired item is available we will reserve it for you, otherwise we will inform you via E-Mail and proceed with the refund of your money. Please be aware that only after the parcel with the return gets to our warehouse and it is checked your money will be refunded to you or, in case you chose an exchange, the exchanged item will be sent out to you.
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.
Returns of underwear are accepted, provided that the tags are attached on the items. Please try them on over your own underwear.
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.
- SIZE CHARTS
- FITTING INFORMATION
STANDARD | XS | S | M | L | XL | XXL | 3XL | 4XL | 5XL |
---|---|---|---|---|---|---|---|---|---|
GERMANY | 32 | 38 | 40 | 42 | 44 | 46 | 48 | 50 | 52 |
ITALY | 44 | 46 | 48 | 50 | 52 | 54 | 56 | 58 | 60 |
FRANCE | 36 | 38 | 40 | 42 | 44 | 46 | 48 | 50 | 52 |
RUSSIA | 44 | 46 | 48 | 50 | 52 | 54 | 56 | 58 | 60 |
UK | 34 | 36 | 38 | 40 | 42 | 44 | 46 | 48 | 50 |
U.S.A. | 34 | 36 | 38 | 40 | 42 | 44 | 46 | 48 | 50 |
JAPAN | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 |
CHINA | 165/84A | 170/88A | 175/92A | 180/96A | 185/100A | 190/104A | 195/108A | 200/112A | 205/116A |
In case you are unsure regarding your size, we suggest getting a bigger size rather than a smaller one. The fitting of our prêt-a-porter tends to be slightly tight, which means that in general sizes are a little smaller than your usual size. Please be aware that in case you are uncertain, you can always contact us and we will help you to choose the perfect size for you.
Please be aware that our sneakers are normally slightly bigger than usual sizing. For this reason, in case you are uncertain we suggest getting one size smaller than your usual one.
If you need more help, our customer service team can answer all your questions regarding the items´ fit– please send an email to vip@philipp-plein.com to contact us.
Don´t forget that in case you get a wrong size, you can very easily return your items within 14 days. Please notice that you can always exchange items for another size/color, but not for a different model.
- PURCHASE BY PAYMENT CARDS
- PAYPAL PAYMENTS
You can pay for your order using the following payment cards: Visa, Visa Electron, MasterCard, Maestro, American Express. Your payment card must be approved for online (Internet) payments by the issuing bank.
When you select this payment method during the online ordering procedure, you will be transferred to the Banca Intesa webpage, which is protected and secure for this payment method. Your payment card details will not be disclosed to our system at any point.
The following data will be requested on this webpage:
Card number, Expiration date, and CVC2/CVV2 code, all of which you can find on your payment card.
When entering payment card data, the confidential information is transferred through the public network in an encrypted form using the SSL protocol and PKI system as state-of-the-art encryption technologies.
Data security during online shopping is guaranteed by the payment card processor Banca Intesa Belgrade, wherefore the entire payment process is conducted on the Bank’s webpage.
Our system has no access to payment card details at any time.
The data entry and verification are conducted exclusively by and between the cardholder/user and Banca Intesa, and the online seller has no access to the data exchanged.
Payments may be made with cards issued by local and foreign banks.
Paying in foreign currency is not enabled for Serbian citizens, but only in Serbian dinars (RSD).
Payments are to be made by the cardholder only.
In case of any inconveniences on the Buyers’ behalf, the Buyer is held responsible for all damage (financial and law-abiding).
In case of returns or refunds concerning the goods paid for by the Buyer with a payment card, in whole or in part and regardless of the reason for the return, BokiBellano International d.o.o. is held responsible to affect the refund exclusively through the VISA, EC/MC, and Maestro payment methods. This means that at the Seller’s request the relevant bank will conduct the refund to the bank account of the cardholder.
You can pay for your order using a PayPal account:
- Select the desired product (s)
- Access the shopping cart to continue the purchase process
- Enter the data
- For the payment method, select the PayPal option and confirm the payment
- The system will redirect you to the PayPal platform: enter the username and password and access the account
- After successfully making the payment, you will receive an order confirmation via mail.
Payment by PayPal is regulated by Article 32 of the Law on Foreign Exchange Operations (“Official Gazette of the Republic of Serbia”, No. 62/2006, 31/2011, 119/2012 and 139/2014) in paragraphs 2 and 3, prescribes the following:
“Residents may perform payment transactions abroad and through an electronic money issuer – for payment and collection based on the electronic purchase of goods and services. Foreign payment operations of residents – as physical entities, can perform payment through an institution and a public postal operator that provides payment services per the law regulating payment services.
Resident’s funds held by foreign e-money institutions for payment or collection based on the electronic purchase of goods and services shall not be considered as a deposit within the meaning of Article 27, paragraph 2 of this Law. “
PayPal payments can be made exclusively by non-residents of the Republic of Serbia. Residents of the Republic of Serbia are not allowed to pay by PayPal by law. In the event of non-respect of the rules, the buyer shall bear criminal and material liability.
By confirming the order, by clicking the PLACE ORDER button, you agree to the Terms of Payment.
- REQUEST A RETURN
- RETURN FORM
- IMPORTANT INFO
- REFUND TIMING
If you did a order as a guest and you want to return the good, please fill in the required information.
If you are registered user please log in to your account; 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:
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:
1. Fill in your pick-up address (please be aware that the pick-up address must be in the same country as the delivery address of your order).
2. Chose the kind of return shipment.
European countries (we offer you two alternatives):
– UPS pick-up: a UPS driver will do a first attempt to pick up the parcel at your place the day after your return has been processed. Please make sure someone is at your place. In case nobody is at your place during the first attempt, UPS will try again to pick up the parcel the next day, up to a maximum of three attempts. After that, if you still want to return the goods, we will have to organize a new pick up. If you choose this type of return, you won´t need any kind of label, all the info regarding your return will be directly communicated to UPS by us and we will also take care of the organization of the pick-up. Please just pack the goods the way you received them and wait for the UPS driver to come.
– Return label (UPS drop-off): you will receive a return label via E-Mail. Please print it and attach it to the parcel. Then, bring the parcel to the nearest UPS center.
Outside Europe:
– Return label (UPS drop-off): you will receive a return label via E-Mail. Please print it and attach it to the parcel. Then, bring the parcel to the nearest UPS center.
3. Chose the items you would like to return by adding the hook in front of the article
4. Chose the reason for your return
5. Chose if you would like to register a refund, an exchange or a voucher code (store credit)
6. Add a comment for more details description. (If you want an exchange, please write down in this space for which color/size you would like to exchange your item).
7. You will immediately receive a return number (RAN) by E-Mail.
When you ask for an exchange, in case the desired item is available we will reserve it for you, otherwise we will inform you via E-Mail and proceed with the refund of your money. Please be aware that only after the parcel with the return gets to our warehouse and it is checked your money will be refunded to you or, in case you chose an exchange, the exchanged item will be sent out to you.
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.
Returns of underwear are accepted, provided that the tags are attached on the items. Please try them on over your own underwear.
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.
- SIZE CHARTS
- FITTING INFORMATION
STANDARD | XS | S | M | L | XL | XXL | 3XL | 4XL | 5XL |
---|---|---|---|---|---|---|---|---|---|
GERMANY | 32 | 38 | 40 | 42 | 44 | 46 | 48 | 50 | 52 |
ITALY | 44 | 46 | 48 | 50 | 52 | 54 | 56 | 58 | 60 |
FRANCE | 36 | 38 | 40 | 42 | 44 | 46 | 48 | 50 | 52 |
RUSSIA | 44 | 46 | 48 | 50 | 52 | 54 | 56 | 58 | 60 |
UK | 34 | 36 | 38 | 40 | 42 | 44 | 46 | 48 | 50 |
U.S.A. | 34 | 36 | 38 | 40 | 42 | 44 | 46 | 48 | 50 |
JAPAN | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 |
CHINA | 165/84A | 170/88A | 175/92A | 180/96A | 185/100A | 190/104A | 195/108A | 200/112A | 205/116A |
In case you are unsure regarding your size, we suggest getting a bigger size rather than a smaller one. The fitting of our prêt-a-porter tends to be slightly tight, which means that in general sizes are a little smaller than your usual size. Please be aware that in case you are uncertain, you can always contact us and we will help you to choose the perfect size for you.
Please be aware that our sneakers are normally slightly bigger than usual sizing. For this reason, in case you are uncertain we suggest getting one size smaller than your usual one.
If you need more help, our customer service team can answer all your questions regarding the items´ fit– please send an email to vip@philipp-plein.com to contact us.
Don´t forget that in case you get a wrong size, you can very easily return your items within 14 days. Please notice that you can always exchange items for another size/color, but not for a different model.