Shipping & Returns

FAQ

Shipping & Returns

Delivery

Our shipping costs:

  • Italy: Standard 7,00€ (free for orders over 150€) 1-3 working days for delivery. Associated courier BRT.

  • Europe: Standard 10,00€ (free for orders over 200€) 3-5 working days for delivery. Express 15,00€ 1-3 working days for delivery. Associated courier UPS and/or FEDEX depending on the country of destination.

  • ROW: Express 45,00$ (free for orders over 250$) 3-5 working days for delivery. Associated courier UPS.

Products available shall generally be dispatched as quickly as possible. Indicatively delivery terms are as follows:

  • in Italy, within 3 working days of receipt by PM S.r.l. of full payment;

  • in EU countries other than Italy and in other countries, within 5 working days of receipt by PM S.r.l. of full payment.

Delivery shall be made from Monday to Friday during working hours, by specialized courier in specific packaging/packing prepared by PM S.r.l.. Delivery is made to the addressee specified by the Customer. The above delivery terms refer to Products present in the warehouses and must be intended as non-binding for PM S.r.l.. PM S.r.l. may therefore subsequently confirm or alter said terms, according to their requirements. Products are delivered suitably packaged and/or packed by courier chosen by PM S.r.l.. Products are delivered to the addressee address specified by the Customer upon submission of the purchase order.

Upon receipt of the Products, the addressee must ensure that the Products comply in quantity and description to those ordered. This is without prejudice to the fact that should the Products delivered differ from those ordered, the Customer may exercise his right to withdraw.

Clients are asked to inspect the box carefully before signing for the delivery. If for any reason, the box looks tampered with, either sign for the package with reservations or refuse the package. In the event, that the box has been signed for with an unauthorized signature or there is evidence that the package has been tampered, contact the courier.

If the package is not successfully delivered to the Client's address due to a lack of cooperation from the client (wrong telephone number, wrong address, absent at address, non-compliance with import regulations) as per the PM S.r.l. commercial agreement, the package may risk being sent back to Italy.

Free Return

You have 14 days from receipt of your order to make a return request and deliver the package to the courier. Returns that are delivered to the courier after the statutory 14 days will not be accepted and will be sent back to the sender at his or her expense. Products must be returned intact in their original box, must not have been used, worn, washed or damaged, nor, in any case, must they have been altered in their essential characteristics and/or quality. We therefore invite you to try on the shoes on a soft surface or a carpet in order not to damage the sole or other parts of the product itself. Returns are your right and will always be accepted if you follow the steps below:

 ·        It is NOT possible to make an exchange for different sizes and/or models; therefore, if you want to make an exchange for the same item in different sizes or colours, or for a different item, please make the return and then place a new order.

·        Our return procedure only allows for the refund of returned items.

·        Only one return request per order is possible.

·        We will only bear the shipping costs for sending the return if the return is made according to the following procedures.

·        Returns returned by procedures or couriers other than those indicated by us will not be accepted.

·        Returns deposited at service points without prior authorisation from Philippe's customer service will not be accepted.

How to make a return (registered user)

 You can independently manage your return request directly from your ACCOUNT after logging in. If you do not remember your login credentials, you can request them again through the password recovery procedure.

Here are all the steps to follow to make your return:

  • LOGIN and ACCESS your ACCOUNT, go to the section MY RETURNS and click on the button “RETURN” next to the order number for which you are requesting a return.

  • The return request and delivery of the parcel to the carrier MUST be made within 14 days of receipt of the parcel.

  • Returns sent after 14 days after receipt of the order will be refused and will be sent back to the sender without refund.

  • Select the articles that you wish to return and choose one of the suggested reasons from the drop down menu.

  • You will then receive an email containing the link to download the prepaid return shipping label, to be printed in duplicate, and the tracking number to be able to track the entire shipping process, starting from the moment of collection. One is to be applied to the outside of the parcel. The second is to be signed by the courier and kept as proof of return shipment.

  • Next download the shipping label which is also in the section MY RETURNS. Simply select the order number for your requested return and find a link to download it under the heading SHIPPING LABEL.

  • Instructions for preparing the parcel:

-Verify that products are in the same condition as they were when delivered (including the original packaging and any labels), put them in the shipping box or in a similar sturdy one.

-Make sure that you put your return request inside the package.

-Put the shipping label on the outside of the package, making sure you completely cover any pre existing labels.

  • Organise collection with the same courier as you received the shipment, except for Italy, Sweden and Denmark:

  • DHL (only for Italy): go to the ‘MyDHL+’ website at the link https://mydhl.express.dhl/ and click on the ‘RECEIVE DELIVERY RECEIPT’ item. It is not necessary to create a waybill, so please select ‘I have a DHL waybill number’ in the drop-down menu and enter the WAYBILL number that you can find in the email you received when requesting the return. It is a ten-digit code that must be pasted without spaces. In the next steps you can choose the date and time of the pick-up. Have the courier sign the second copy of the shipping label and keep it as proof that the parcel has been collected.

  • UPS: go to the UPS website at https://wwwapps.ups.com/pickup/schedule?loc and fill in the form. Enter Yes as the answer to the first question and, in the box, enter the TRACKING NUMBER, an 18-digit code that you can find in the email received at the time of the return request. In the second box, enter all the information about the place where the collection should be made, trying to be as precise as possible, select the number of parcels and UPS services indicated by the shipping labels by ticking only the corresponding one. Enter all the information about the day and time you want to book the collection. You can enter a mobile phone number and/or e-mail address to receive the pick-up request confirmation.

  • FEDEX (also for Sweden and Denmark): go to the FEDEX website at the link https://www.fedex.com/en-gb/shipping/schedule-pickup.html and click on the option ‘Send or collect shipments’. Then enter the MONITORING NUMBER, 12-digit tracking number, which you can find in the email you received at the time of your return request, and your postcode. Enter your name and email address and select the information about the day and time you want to book the pick-up.

Once the goods have been deemed fit for return (as specified under General Contract Conditions), you will receive a refund for the cost of the articles.

IMPORTANT: Returns may not be deposited at service points without prior authorisation from Philippe Model Customer Service. Whoever deposits them without authorisation assumes full responsibility for any theft and/or damage and PM srl will therefore not be obliged to make a refund.

How to make a free return (non registered user - guest)

To carry out a return as a non-registered user (without an account) open the following page Return-Guest.

Follow the next steps to carry out your return:

  • Fill in the form with your order details: number, name, postal address and postcode.

  • The return request and delivery of the parcel to the carrier MUST be made within 14 days of receipt of the parcel.

  • Returns sent after 14 days after receipt of the order will be refused and will be sent back to the sender without refund.

  • Select the articles that you wish to return and choose one of the suggested reasons from the drop down menu.

  • You will then receive an email containing the link to download the prepaid return shipping label, to be printed in duplicate, and the tracking number to be able to track the entire shipping process, starting from the moment of collection. One is to be applied to the outside of the parcel. The second is to be signed by the courier and kept as proof of return shipment.

  • Instructions for preparing your package:

-Verify that products are in the same condition as they were when delivered (including the original packaging and any labels), put them in the shipping box or in a similar sturdy one.

-Make sure that you put your return request inside the package.

-Put the shipping label on the outside of the package, making sure you completely cover any pre-existing labels.

  • Arrange collection with the same courier as you received your shipment, except for Italy, Sweden and Denmark:

  • ·DHL (only for Italy): go to the ‘MyDHL+’ website at the link https://mydhl.express.dhl/and click on the ‘RECEIVE DELIVERY RECEIPT’ item. It is not necessary to create a waybill, so please select ‘I have a DHL waybill number’ in the drop-down menu and enter the WAYBILL number that you can find in the email you received when requesting the return. It is a ten-digit code that must be pasted without spaces. In the next steps you can choose the date and time of the pick-up. Have the courier sign the second copy of the shipping label and keep it as proof that the parcel has been collected.

  • UPS: go to the UPS website at https://wwwapps.ups.com/pickup/schedule?loc and fill in the form. Enter Yes as the answer to the first question and, in the box, enter the TRACKING NUMBER, an 18-digit code that you can find in the email received at the time of the return request. In the second box, enter all the information about the place where the collection should be made, trying to be as precise as possible, select the number of parcels and UPS services indicated by the shipping labels by ticking only the corresponding one. Enter all the information about the day and time you want to book the collection. You can enter a mobile phone number and/or e-mail address to receive the pick-up request confirmation.

  • FEDEX (also for Sweden and Denmark): go to the FEDEX website at the link https://www.fedex.com/en-gb/shipping/schedule-pickup.html and click on the option ‘Send or collect shipments’. Then enter the MONITORING NUMBER, 12-digit tracking number, which you can find in the email you received at the time of your return request, and your postcode. Enter your name and email address and select the information about the day and time you want to book the pick-up.

Once the goods have been deemed fit for return (as specified under General Contract Conditions), you will receive a refund for the cost of the articles.

IMPORTANT: Returns may not be deposited at service points without prior authorisation from Philippe Model Customer Service. Whoever deposits them without authorisation assumes full responsibility for any theft and/or damage and PM srl will therefore not be obliged to make a refund.

Refund

After checking the quality of the product, the refund will be made to the same payment system used for the purchase, within 14 days of receiving the product. The actual time needed to view the refund also depends on the payment method used and the bank. You will receive a confirmation e-mail when the return has been completed successfully.