Refund policy

Shipping & Returns at Platinum Apparel

We're committed to delivering a seamless shopping experience from purchase to delivery. Please review our shipping and return policies below to understand your responsibilities and our procedures.

Shipping Policy

Our Responsibility: Platinum Apparel takes responsibility for your order until the moment it is transferred to the shipping carrier. We carefully package each order and provide tracking information as soon as it becomes available.

Transfer of Liability: Once the shipping carrier has picked up your order from our warehouse, the responsibility for the package (including any risk of loss, damage, or theft during transit) transfers to you, the customer. While we are no longer liable for the package in transit, we want to ensure your satisfaction and will support you in filing any claims you may have with the shipping carrier.

Tracking Your Order: You will receive a shipping confirmation email containing your tracking number once your order has shipped. You can use this tracking number to monitor the status of your shipment directly on the carrier's website.

Addressing Issues: While we take every precaution to ensure your order arrives safely, we understand that unforeseen circumstances can occur during shipping.

If your package is lost or damaged in transit: Please contact the shipping carrier directly to file a claim. We recommend keeping all original packaging materials and providing detailed documentation of the damage to support your claim. We are happy to assist you in providing any necessary order information to the shipping carrier.
If your package is marked as delivered, but you haven't received it: Please first check with your neighbors and your local post office. If you are still unable to locate your package, contact the shipping carrier to initiate an investigation.

Returns at Platinum Apparel

We want you to love your Platinum Apparel purchases! However, we understand that sometimes things just don't work out. To ensure a smooth and fair return process for everyone, we've outlined our return policy below.

Our Return Window

You may initiate a return for eligible items within 14 days of the delivery date. After 14 days, all sales are considered final. Please carefully review our eligibility criteria below to determine if your item qualifies for a return.

Eligibility Requirements

To be eligible for a return:

Timely: Your return request must be initiated within 14 days of the delivery date.
Condition: Your item must be unworn, unused, and in the same pristine condition as you received it, free from any makeup, deodorant, or perfume.
Packaging: It must be in the original packaging with all tags attached.
Proof of Purchase: You must provide the original receipt or proof of purchase.

Items Not Eligible for Return

For hygiene and safety reasons, we cannot accept returns or exchanges for the following items:

Intimate apparel & swimwear: Including but not limited to lingerie, bodysuits, swimwear, and shapewear.
Accessories: Including but not limited to jewelry, hats, and scarves.
Final Sale Items: Items marked as final sale at the time of purchase are not eligible for return or exchange.

Additional Non-Returnable Items:

Gift cards
Downloadable software products
Some health and personal care items

Initiating a Return

To begin the return process, please email us at Hello@theplatinumco.com with your order number and a detailed explanation for the return. Our customer service team will review your request and, if your return is approved, provide you with a prepaid return shipping label and further instructions.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.
Rejected Returns: If your return is rejected for not meeting the return requirements, you will be notified and responsible for any costs associated with returning the item to you.

Late Returns

We are unable to accept returns received after the 14-day return window. Any such returns will be returned to the sender at their expense.

Exchanges

At this time, we are unable to offer direct exchanges. If you would like a different size or color, please return your original item for a refund and place a new order on our website.

Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service team immediately at Hello@theplatinumco.com. We will be happy to assist you in resolving the issue promptly.

Shipping Costs

You are responsible for the cost of return shipping, except in cases where the return is due to an error on our part (e.g., you received the wrong item or a damaged item). We recommend using a trackable shipping service to ensure that your return is delivered safely. Platinum Apparel is not responsible for any lost or stolen packages.