FAQ

• 1 HOW TO SHOP

  After clicking on a specific item/s, you are redirected to the expanded view of the item with details. Choose the colour and size and click Add to bag. When your shopping is done, click on the bag in the upper right corner or select Proceed to checkout. In this step you can still remove an item from the bag or change they quantity, colour or size (these characteristics can be changed in the first, second and third step of the shopping bag). If you have a promo code, enter it on the right side and select Apply. Choose an address you want your order to be delivered. You may then continue shopping as a guest, sign in, or register.

• 2 I FORGOT MY PASSWORD, HOW TO RESET IT

  In case of forgotten password, please click here or follow the steps: From the "Profile" field in the upper right corner, select "Login", then click "Forgot Password". Send the request in the window that will open by writing your email address and follow the instructions that you will receive by email.
   

• 3 CAN I SHOP AS A GUEST

  You may purchase your order from the e-shop www.shop.plmd.bg by choosing the option as a "guest" or a registered user.

• 4 HOW TO RETURN

  We accept returns within 14 days from the day your order was delivered.

  If your order is done as a guest, you can request a return from the RETURN ORDER button, which is located in the e-mail you received for the sent order. Once you select this option, you will have the possibilty to create a new return for the relevant item/s and select a direct return to store or courier return option.
  If your order is placed as a registered user:

  You can return a product following this link or you can return an item/s after logging into your profile. By selecting "Order History" at the top right of our website you will have the option to select which item/s to return and choose a direct return to store or courier return option.

  Upon receipt of the order, you will also receive a return voucher.
  The return voucher is waybill with which you can return your order directly to our address from which you received the shipment.
  For maximum convenience, the return voucher can be used to send a shipment from an address, office or vending machine, regardless of where the order was delivered.
  On the voucher is written the number of the return waybill with which you can request a visit by a courier, to an address convenient for you to return the shipment, even if the order was delivered to an office. 
  By calling the phone number of Speedy courier company 0 7001 7001, you can submit a request for courier by telling the operator the number of
  return voucher.

  In case you can't find the return voucher, please contact our customer service department.

  Returns from different stores that are received individually must be packaged separately with the correct return label for each package. 

  Please note that with the courier option, return costs will be at expense of the customer. 

• 5 HOW CAN I PAY

  The Payment methods we accept are:

  Payment for the ordered goods is made in the following ways:

  Cash on delivery: Payment for the product you have chosen is made at the time of delivery, and the corresponding amount is transferred to the courier. This payment method is valid only for the territory of Bulgaria.

  Bank transfer: We will send a pro-forma invoice with the number of the bank account to make a payment to the e-mail specified by you. Your order will only be sent to you upon receipt of payment.

  Direct payment by credit / debit card.

  Pay Later,with Unicredit Leasing or Pay Later .

  Apple pay.

• 6 WHAT CURRENCY CAN I PAY

  The currency you can pay for deliveries in Bulgaria is the official currency of the country - LEVA. The payment currency for orders outside Bulgaria is EURO.

• 7 WHEN SHOULD I EXPECT THE DELIVERY

  The shipment of the orders is released with the Courier Company "Speedy" and "DHL".
  Our aim is to deliver your shipment as quickly as possible.
  We usually fulfill all orders within 1-3 days when we deliver in Bulgaria and within 3-5 business days when we deliver outside of Bulgaria.
  In case of unexpected circumstances, we reserve the right to deliver the orders within 5-10 working days to the specified address, in case provided address and contact phone number are correct.

• 8 CAN I EXCHANGE MY ORDER

  You cannot exchange your order. You may return it. Once we've received your return item, we'll process and will issue a refund to your original form of payment, usually within three working days.
  It may take up to 10 additional days for the funds to show in your account in case your payment method was with card.

• 9 HOW CAN I RETURN MY ORDER

  If your order is done as a guest , you can request a return from the RETURN ORDER button, which is located in the e-mail you received for the sent order. Once you select this option, you will have the possibilty to create a new return for the relevant item/s and select a direct return to store or courier return option. 
  If your order is placed as a registered user:

  You can return a product  following this link or you can return an item/s after logging into your profile. By selecting "Order History" at the top right of our website you will have the option to select which item/s to return and choose a direct return to store or courier return option.

  Upon receipt of the order, you will also receive a return voucher.
  The return voucher is waybill with which you can return your order directly to our address from which you received the shipment.
  For maximum convenience, the return voucher can be used to send a shipment from an address, office or vending machine, regardless of where the order was delivered.
  On the voucher is written the number of the return waybill with which you can request a visit by a courier, to an address convenient for you to return the shipment, even if the order was delivered to an office. 
  By calling the phone number of Spееdy courier company 0 7001 7001, you can submit a request for courier by telling the operator the number of
  return voucher.

  In case you can't find the return voucher, please contact our customer service department.
  Returns from different stores that are received individually must be packaged separately with the correct return label for each package.

  Please note that with the courier option, return costs will be at expense of the customer. 

• 10 AFTER HOW MANY DAYS, DO I HAVE THE RIGHT TO RETURN MY ORDER

  The customer may return  the delivered goods within 14 days from the date the order was delivered.

• 11 TO WHICH ADDRESS I HAVE TO RETURN MY ORDER

  You can return the order directly to the store from which you received your package or choose to return the order by courier. 

  Upon receipt of the order, you will also receive a return voucher.
  The return voucher is waybill with which you can return your order directly to our address from which you received the shipment.
  For maximum convenience, the return voucher can be used to send a shipment from an address, office or vending machine, regardless of where the order was delivered.
  On the voucher is written the number of the return waybill with which you can request a visit by a courier, to an address convenient for you to return the shipment, even if the order was delivered to an office. 
  By calling the phone number of Spееdy courier company 0 7001 7001, you can submit a request for courier by telling the operator the number of
  return voucher.

  In case you can't find the return voucher, please contact our customer service department.
  
  Returns from different stores that are received individually must be packaged separately with the correct return label for each package. 

• 12 CAN I CANCEL MY ORDER

  You can cancel your order by contacting our customer service department onlineshop@plmd.bg or by logging into your profile, in "My orders" after clicking the "Cancel " button. However, we would like to remind you that due to the fast processing of orders and as we aim for delivery as soon as possible, there is a high probability that the order will already be on the way to you

• 13 HOW TO TRACK MY ORDER

  Once we've sent your order, you'll receive an email with the tracking number and link where you can track your order. You may track your order directly in our online store as well, at the bottom in the "Helpful links" section or from this link .

• 14 HOW CAN I CONTACT YOU

  Send us an email on onlineshop@plmd.bg or contact us by phone number +359888606722. 
  We are available from Monday to Friday, from 9 am to 6 pm. We do our best to respond all inquiries within 24-48 hours. Reaction time can be extended during official holidays or campaigns.

• 15 HOW CAN I SEE WHAT'S ON SALE

  You may see what's on SALE by going to the top of our website and selecting the "SALE" section. By clicking on this section you will have the opportunity to view everything that is currently on sale. You have the possibility to select a % reduction through the filters.

• 16 RETURN FAULTY GOODS

  In case something goes wrong with an item you've bought, you might return it as a faulty item. Please send us return request and return the delivered order by following the instructions below;

  If your order is done as a guest , you can request a return from the RETURN ORDER button, which is located in the e-mail you received for the sent order.

  
  If your order is placed as a registered user:
  You can return a product following this link or you can return an item/s after logging into your profile. By selecting "Order History" at the top right of our website you will have the option to select which item/s to return and choose a direct return to store or courier return option.

  Upon receipt of the order, you will also receive a return voucher.
  The return voucher is waybill with which you can return your order directly to our address from which you received the shipment.
  For maximum convenience, the return voucher can be used to send a shipment from an address, office or vending machine, regardless of where the order was delivered.
  On the voucher is written the number of the return waybill with which you can request a visit by a courier, to an address convenient for you to return the shipment, even if the order was delivered to an office. 
  By calling the phone number of Spееdy courier company 0 7001 7001, you can submit a request for courier by telling the operator the number of
  return voucher.

  In case you can't find the return voucher, please contact  our customer service department.
  
  Returns from different stores that are received individually must be packaged separately with the correct return label for each package.  

  Once we receive your returned item, we will refund the full amount paid by you, no later than 5 working days from the date we received the returned item.

  Please note all the shipping costs for faulty goods are at the expense of the company.

• 17 MY RETURN PERIOD HAS EXPIRED, CAN I RETURN MY ORDER

  We accept returns within 14 days, starting from the day your order was delivered.

• 18 SIZE AND FIT

  Size and Fit instruction can be found in the "Size guide" section. Please note that sizes might have differences between the brands.

• 19 MY GIFT CARD EXPIRED, CAN I STILL USE IT

  Gift Cards are valid for a period of 3 months from the date of purchase and cannot be used after the expiry date.

• 20 I HAVE A REFUND REQUEST, BUT I STILL HAVE NOT RECEIVED THE REFUND, WHAT SHOULD I DO

  We will refund the full amount paid no later than 3-5 working days after receiving the returned item. It may take up to 10 additional days for the funds to show in your account in case your payment was with card. If you still didn't receive your refund, you may contact us via email onlineshop@plmd.bg or phone call +359888606722. Our customer service department is available from Monday to Friday from 9:00 a.m. to 6:00 p.m. 

• 21 DO YOU SHIP OUTSIDE BULGARIA

  Yes, we deliver outside Bulgaria. We ship only on the territory of European Union. 

• 22 I NEED MORE INFO FOR YOUR LOYALTY PROGRAM

  Our loyalty program provides you exclusive access to our sales and activities, private rewards and discounts.

• 23 HOW DOES LOYALTY PROGRAM WORKS

  It's easy! You only need to register and automatically participate in it.Registration can be done from here or from here.

• 24 WHAT ARE REWARDS

  1. PLMD online shop provides a discount for each registered customer in the form of an amount in a digital wallet. After each order, you will receive a BGN 1 bonus in your digital wallet for every spent BGN 100 of the
  2. Birthday reward. Add your birthday date when filling out our clients card or subscribing for our newsletter, to unlock a special discount for your, big day.
     You will have the exclusive opportunity to use -15% discount within 30 days of your birthday.
  3. VIP PRE SALE for members. Enjoy exclusive access to our private sale.

• 25 HOW MANY TIMES CAN I USE THE BIRTHDAY DISCOUNT

  The discount is for single use and cannot be used multiple times.

• 26 HOW CAN I USE THE WALLET AMOUNT

  You can use the accumulated amount in your wallet for the next order, when you are at the check out, just before to confirm your new order, you will have the opportunity to use the accumulated amount.

• 27 HOW CAN I USE MY BIRTHDAY DISCOUNT

  The discount can be used by entering the promo code received from the welcome email you will receive. You may use the promo code online at www.shop.plmd.bg or in all PLMD stores in the country, after providing an identity document which certifies your date of birth.

• 28 WHAT IS VIP PRE SALE ACCESS

  VIP PRE SALE ACCESS provides you opportunity to be the first to learn all the news and to exclusively benefit from discounts before the official start of seasonal sales.