FAQ

To re-set your password, follow the Forgot your password instructions in My Account.

We accept the following payment methods:

• Credit card
• Paypal
• Cash on delivery (only available in some countries)
• Klarna invoice (only available in some countries)
• Sofort banking (only available in some countries)
• Ideal (only available in some countries)
• Bank transfer (please contact our Client Service via email for further information)

For more precise information, please check the dedicated section of the customer care: Payments.

Delivery takes normally up to 5 working days within EU and up to 10 days outside EU.

Shipping costs differ according to the country (please check the dedicated section: Shipping).

Taxes and duties are calculated according to your shipping destination.
You will have to pay for them on top of the price displayed in the online shop, which means you will receive a separate invoice for them.

Before your purchases have been prepared for shipment we can cancel your order, change an item, change the size or edit your billing and shipping details.
Please be aware that we are unable to combine orders or add pieces to an existing order once it has been placed.

If you need to make any changes, please call our customer service on +41 91.208.3161 for assistance.

Once the parcel with your order leaves our warehouse you will receive an automatic email with the tracking number to follow its journey.
In case you are a registered customer, you will have the possibility to track your parcel accessing your account in the section My Orders.

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. Should you have any questions regarding our return and exchange policy, feel free to reach out to our customer service team.

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.
4. Choose the reason for your return.
5. 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
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.

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.

Your refund will be issued according to the payment method you chose to place the order. In case of COD orders, the amount will be refunded to your bank account.
Shipping costs are not refunded, unless your items are faulty/wrongly delivered. All sales taxes are included in your refund if your order has been sent to a destination within the EU.
Outside the EU, customs duties and sales taxes are non-refundable. You may be able to recover these costs by contacting your local customs bureau directly.
For refund timing please check the dedicated section: Refund timing.

In case you return something, you will have the possibility to choose among refund and voucher.

Adding a product to the waiting list means that in case the product becomes available again, you will be immediately informed per E-Mail.

In case you want to unsubscribe, click on the link unsubscribe from newsletter at the bottom of your newsletter email.

You will find a link to a size conversion chart on every product page, to help you convert international sizes.

If you need more help, our customer service team can answer all your questions regarding the items fit: please send an email to vip@plein.com to contact us.

In case the size which you ordered should not fit, you can easily return your items within 14 days.

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