Shipping & Returns

FAQ

Shipping & Returns

Delivery

Our shipping costs:

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

  • Europe: Standard 10,00€ (free for orders over 200€) 3-5 working days for delivery. Express 15,00€ 1-3 working days for delivery

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

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 request a return. 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 the footwear on a soft surface or a carpet in order not to damage the sole or other parts of the product itself.The return is your right and it will always be accepted if you proceed with your request following these steps.

  • We cannot substitute the items but only REFUND them, If you need substitutions please make a return and then please place a NEW order on the website

  • Our return policy only allows a refund of the returned items

  • You can make a single return request for each order

  • The shipment costs for the return will be on our charge only if the return is carried out in accordance with the following procedure

  • We will not accept returns sent by different process and different couriers

  • Returns deposited at Service Points will not be accepted without prior authorisation by Philippe Model customer service

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 (registered user)

You can manage your return request yourself directly from your ACCOUNT once you have logged on.

If you have forgotten your login details you can request a new password using the recover password.

Follow the next steps to carry out 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 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.

-Organize collection on the website “My DHL+” by connecting to the following link https://mydhl.express.dhl. Choose the country from where you ordered the goods and click under the heading “REQUEST COLLECTION”.
On the same page, under the box, to request a consignment note, click NO. Next a dropdown menu will open for you to select the heading ‘I wish to arrange a DHL tracking number’, click PROCEED. At this point put in the WAYBILL number of the consignment note, which is both under the first barcode on the inside of the shipping label and in the email received at the time of the return request. It is a 10 figure adhesive code with no spaces in between the numbers. In the next steps you can choose the date and time of the collection. Have the courier sign the second copy of the shipment label and keep it as proof of package collection.

  • 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.

-Organize collection on the website “My DHL+” by connecting to the following link https://mydhl.express.dhl. Choose the country from where you ordered the goods and click under the heading “REQUEST COLLECTION”.

On the same page, under the box, to request a consignment note, click NO. Next a dropdown menu will open for you to select the heading ‘I wish to arrange a DHL tracking number’, click PROCEED. At this point put in the WAYBILL number of the consignment note, which is which is both under the first barcode on the inside of the shipping label and in the email received at the time of the return request. It is a 10 figure adhesive code with no spaces in between the numbers. In the next steps you can choose the date and time of the collection.Have the courier sign the second copy of the shipment label and keep it as proof of package collection.

  • 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.