Delivery & Returns

Delivery terms and prices

  • For orders from Bulgaria, delivery is carried out with the courier company Speedy/DPD according to their current tariff.
    • When choosing the Cash on delivery option, an additional administrative fee of BGN 2.50 will be charged on the value of the order.
  • For orders from Greece and Romania, the delivery is carried out by the courier company Speedy/DPD at prices from BGN 8.50 - 11.00. Delivery time up to 3 working days.
  • For orders from the countries of the EU, the United Kingdom, Switzerland, the Western Balkans and Turkey, delivery is made by Bulgarian Post . Approximate delivery time 7-10 working days and approximate price from BGN 21.90 to BGN 26.90 for a shipment up to 1 kg.
  • For purchases from the USA/Canada, delivery is made by Bulgarian Post . Approximate delivery time 12-15 working days and price from BGN 36.90 for a shipment up to 1 kg.

      The View/Test options apply only to deliveries in Bulgaria with the following specifics:

      • shipments that contain only clothes have the Test option included;
      • shipments that contain shoes have a View option;

      The deadline for processing orders and submitting them to a courier is up to 3 working days after the date they were placed, and the delivery deadline is according to the conditions of the courier companies or Bulgarian Post.

      Return

      • You can return all products from one order or only a specific product within 14 days from the date of delivery. The return is at your expense with the courier company Speedy.
      • To return a product, complete the online form on the Return a product page and follow the instructions.
        • Important! After a return/exchange request is made, automatic emails are sent about the status of the request. Please check your mail regularly , including the Spam folder .
        • In case you are entitled to a free return, you will receive an email with a return voucher to present to a courier or a Speedy office.
      • After submitting a return request, you must send the products to Plámenna Fashion Boutique®. The term for submitting them to a courier is no later than 14 days from the day following the date on which the product was received. If you do not meet this deadline, the request becomes invalid and the return will be refused.
      • The amount you paid for the returned products will be refunded, depending on the method chosen when completing the request:
        • by bank transfer : when the order is paid by Cash on Delivery. The translation will be arranged by the Plámenna team within 5 working days from the date we received the shipment. For this purpose, you must specify a bank account when filling out the product return form.
        • on the card with which the payment was made : a vendaga is carried out by the Plámenna team, but it may take a few days for it to be posted by your bank and reflected on the card
        • Plámenna purchase voucher : you will receive an email with a voucher for the value of the returned product, which you can use indefinitely, including for several different purchases (while the value lasts). See more about vouchers here .
        • If an order is paid for by more than one payment method, any part of the amount will be refunded to the means of payment with which it was made.

        Note that the Cash on Delivery Fee is non-refundable. In certain cases , Plámenna Fashion Boutique® may deduct possible additional costs incurred to fulfill the order.

         

        Full terms of delivery and return

        1. DELIVERY

        1.1. Plámenna Fashion Boutique® delivers the products you want in the shortest possible time and with the highest possible quality of workmanship in the territory of the Republic of Bulgaria and in the countries of the EU, the United Kingdom, Switzerland and the Western Balkans. Plámenna Fashion Boutique® takes the delivery of ordered items with particular care to prevent any loss or disappointment as a result of delivery time.

        1.2. Depending on the type of delivery you choose, Plámenna Fashion Boutique® makes door-to-door deliveries to the delivery address specified in the registration form, or to the office of a courier company, for the following estimated terms:

        • Deliveries are made within 1 working day after the order has been fulfilled, by the courier company according to the choice made by the customer when entering the order data - to the courier's office or to an address.
        • The cost of delivery is at the guarantor's expense (unless otherwise stated when generating the order) and is paid according to the official rates of the courier companies or Bulgarian Post and will be calculated in the final value of the order.
        • When choosing the Cash on Delivery option, an additional administrative fee of BGN 2.50 will be charged on the value of the order, which is not refundable in the event of a subsequent return of the product(s).
        • Processing time for orders and their delivery to the courier is up to 2 working days, and the delivery time depends on the conditions of the courier for the respective area.

        1.3. Estimated delivery times start from the date of dispatch of the ordered items. Plámenna Fashion Boutique® shall not be liable for any delays caused by external and unforeseeable circumstances. The indicated estimated terms are applied insofar as they do not contradict the delivery terms applied by the courier companies.

        1.4. If the ordered items cannot be delivered within the specified estimated times, Plámenna Fashion Boutique® will endeavor to effect delivery as quickly as practicable. In any case, Plámenna Fashion Boutique® reserves the right to unilaterally extend the specified terms by up to 10 (ten) working days.

        1.5. Deliveries are received as standard - by hand, upon signature and presentation of an ID card. In case of impossibility or difficulty to personally deliver to consumers, the supplies are delivered to persons who are members of the household or to persons indicated by the consumers, noting the name of the person who received the delivery and his relationship with the consumer.

        1.6. Data and information about the movement of the delivery and the terms of its execution will be sent to the email address of the user specified in the registration contact form, together with the confirmation of the order, or later. If a user has ordered several types of items at the same time, the ordered items may be delivered at different times, for which the user will be promptly notified by email.

        1.7. An order made can be refused by a user without any commitment to cover transport costs, only if the requested products are not submitted to a courier for delivery. For this purpose, the user must state the desire to cancel by email orders@plamenna.boutique. In case of refusal, after the order has already been handed over to the courier, the user undertakes to pay the costs of delivery and return of the ordered goods.

        1.8. Changes to orders when to be made only in the event that the order has not been processed and packed and submitted to a courier. For this purpose, the user must state his desire to change in writing, by email to orders@plamenna.boutique In the event that an amendment cannot be made, the user must accept the ordered goods, and subsequently return the unwanted ones or make a new order , if she wants to buy more products.

        1.9. In the event that a shipment cannot be delivered due to reasons related to an incorrect/incomplete address or telephone number entered by the recipient and this is determined by the courier company after the order has already been submitted for delivery, the costs of delivery and subsequent return are for account of the buyer who placed the order. In the event that the order is paid for by credit/debit card on the site, the costs in question will be deducted from the final refund amount for the products ordered.

        1.10. The conditions under the previous point also apply in cases where the recipient is not found at the address or does not look for the shipment in an office within the period determined by the courier company and the shipment is automatically returned to Plámenna Fashion Boutique

         

        2. COMPLAINTS AND RETURNS

        2.1. Plámenna Fashion Boutique® strives to achieve total customer satisfaction. Customer satisfaction is the main priority of Plámenna Fashion Boutique® , and in this sense Plámenna Fashion Boutique® pays attention to each return request or each individual case of complaint in order to provide the best service to its users.

        2.2. If the delivered products do not correspond to those ordered or obvious defects and damages are noticed, please contact us immediately by e-mail: returns@plamenna.boutique or by using this form . Plámenna Fashion Boutique® Customer Service Department will do its best to correct the error and provide a refund or replacement of the items, in accordance with our claims policy.

        2.3. Plámenna Fashion Boutique® hopes that consumers are satisfied with the items purchased and offers a full refund of the amount paid, or replacement of the items purchased, in cases of complaints, return and/or exchange in cases of choosing a different size than ordered, which is available.

        2.4. You can return purchases from Plámenna Fashion Boutique® unworn, used and damaged items. To receive a refund or exchange of items, they must be retained and returned to Plámenna Fashion Boutique® in excellent condition, no signs of wear, use or damage, wash/dry clean, with all tags attached and in proper packaging that keeps the garments undamaged in transit.

          2.5. The return and/or exchange of purchased items is carried out under the following conditions:

          • You notify Plámenna Fashion Boutique® of your intention to return or exchange your product using the return form on the plamenna.boutique website no later than 14 days after receiving the delivery.
          • Purchased items must be couriered for return to Plámenna Fashion Boutique within 14 days from the day following the date the product was received. Returns or exchanges of items outside these times will not be accepted.
          • Returning items is the responsibility of the customer and the risk of damage, loss or loss is at the customer's expense until the shipment reaches Plámenna Fashion Boutique® . In this sense, Plámenna Fashion Boutique recommends shipping with the "Declared Value" option, which guarantees the value of the returned items in case of damage or total loss during transit.
          • If the sender of the returned shipment did not choose the SMS notification option and respectively Plámenna Fashion Boutique® was not notified in time about the existence of the returned shipment, then the latter is not responsible for missed deadlines or possible return of the shipment to the sender.
          • Shipping costs for returned products are at the user's expense. In the event that the sender sent a shipment of returned products at the expense of Plámenna Fashion Boutique® , the costs of the courier service will be deducted from the refund amount.
          • The value of any successfully returned items that meet the item return conditions set out above will be refunded to the user's bank account or to the card used to make the payment. Consumers also have the option of receiving a voucher for the value of the returned product to use on subsequent purchases from Plámenna Fashion Boutique® . Refunds will be deducted from additional charges, duties, delivery fees, COD commissions paid by Plámenna Fashion Boutique® , in connection with making the delivery and the subsequent return of the items, of which you will be expressly notified. . The legal term for refunding the amount is 14 days after it is received by Plámenna Fashion Boutique® , but our team endeavors to arrange refunds to customers within 3 (three) working days from the date of receipt of the returned item.
          • Cash on delivery fee is non-refundable.

          2.6. In case of returning a product that was part of a special promotion (for example, buy one, get one half price or buy two get one free) and the act of returning it violates the rules of the promotion, the refund amount to the customer is recalculated without taking into account the discount used. That is, if the customer retains the discounted product, the terms of the promotion are violated, the discount is canceled and the customer must pay the full value of the retained product. The same conditions apply to promotions in which a given product is free, as well as to the return of products that were part of sets and used a special reduced price for the combination (for example, from the Shop the look collection).

           2.7. In cases where a product is accompanied by another free gift (e.g. an accessory), the free gift must also be returned for the return to be valid.

          2.8. Plámenna Fashion Boutique® offers new and unused items, with a trademark and tag attached to them. Plámenna Fashion Boutique® does not sell used items and will not accept any item with any indication that it has been used or defects caused by trying it on. In such cases, the item will be returned to the user at his expense. Plámenna Fashion Boutique® is not responsible for any item not returned in the form described above.