Frequently Asked Questions (FAQ)
What does PHILIPPE THOMAS do?
We create clothing & accessories. They define a look. Our designs combine classical elegance with modern armour elements. PHILIPPE THOMAS products are all hand-made and produced in Germany&East Belgium.
For whom is PHILIPPE THOMAS?
We believe that everyone should be free to try out new things, choose and change that to one’s gusto.
Where do you manufacture?
By conviction we produce all products in PHILIPPE THOMAS atelier located in Düsseldorf - Germany and East Belgium.
What material do you use?
PHILIPPE THOMAS is constantly on the hunt for new high-quality materials.
All the materials are ecologically friendly. We use only Bio Wool, Organic Cotton, Bio silk, cashmere . leather and alpaca.
The leather is sourced directly from the Hunting Association East Belgium (Jagdverband Ostbelgien), meaning that the animals suffer the least possible. I do not source from farms or intensive farms.
How long do you take for delivery?
National: approx. 1 – 3 working days.
International: approx. 6 - 15 working days.
Are all your products always available?
All products shown are immediatly available, unless a product is labelled "Sold out". In this case, it can't be added to the cart.
Are out-of-stock items restocked?
If an item is out of stock, we will try to restock it as soon as possible. If no stock is available, it will soon be removed from our website.
Is it possible to receive periodic information via email about PHILIPPE THOMAS new products and the news?
Yes. By simply signing up for our Newsletter on the bottom of the main page you will receive every now and then the latest information on PHILIPPE THOMAS. We promise never to spam you with emails.
Are my card details and personal
Which payment methods can I use?
When shopping at philippethomasdesign.com you can to pay using credit card.
Which credit cards are accepted?
We only accept MasterCard or VISA.
Why is no VAT shown on my bill?
When you live in a Non-EU-country, we won’t charge VAT. We currently come under the small business regulation which is why there is also no VAT for EU countries at this stage.
What about customs?
For deliveries to non-EU countries additional duties and fees might be applicable that are payable by you.
Where can I buy it?
You can buy beautiful things from PHILIPPE THOMAS either online at our online shop or in selected shops, mainly in Düsseldorf.
How can I be sure that I've made my online-purchase correctly?
Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.
Can I remove items from my order?
Yes, sure. You can delete any unwanted items from your shopping cart as long as the order hasn’t been processed yet.
Who will ship my parcel?
Our delivery partner DHL will handle the national and international shipping. DHL is part of the German Post and very reliable.
How do I know my parcel is being shipped?
We will send you a confirmation email after handing over your parcel to DHL for shipping. After receipt of your order, the processing time in-house until the handover to the delivery partner might take up to 3 working days. The following delivery times refer to the shipping times of our delivery partner.
Can I track the status of my parcel?
Yes, if you have chosen the insured delivery option, DHL provides us with a tracking code that we will include in your shipping confirmation email. You can use that DHL tracking code to check upon the status of your shipping. Please go to the DHL Track and Trace site to enter your individual tracking code.
All products received should be checked by the customer upon arrival for potential defects caused by a shipping or production. All purchased items can be returned within 14 days of receiving the order without explanation.
To be eligible for an exchange or refund, your item to be returned must be unused and in the same condition that you received it, i.e. has not been worn, altered or washed. It must also be in the original packaging and all tags have to be attached.
Our policy lasts 14 days. If 14 days have gone by since your online purchase, unfortunately we can’t offer you an exchange or refund.
To administer your right to withdraw from your order, please inform us prior to take any action using firstname.lastname@example.org
Exempt from being accepted as returnable item are any item not in its original condition, it is damaged or missing parts for reasons not due to our error as well as an item that is returned more than 14 days after delivery. Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
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To complete your return, we require your original receipt and a cancellation letter.
All items must be in excellent condition i.e., have not been worn, altered or washed and all tags have to be attached. All merchandise to be returned has to be sent in one package.
Return shipments must be made using the service used for original delivery. The customer has to pay all costs involving in sending back goods to us. The initial shipping costs during order will not be refunded.
Please address all returns and return request to:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your requested exchange or refund.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over €70, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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(if applicable) We only replace items if they are defective or damaged upon arrival. If you need to exchange it for the same item, please send us an email at email@example.com and wait for our response with instructions first before sending the item back.
In order to check whether you qualify for an exchange, please read the above criteria for returns. Thank you.
LATE OR MISSING REFUNDS
(if applicable) If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.