FAQs

1. ORDERING

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest everytime.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I /create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Out of stock”.

1.5 How do I pay for my orders?

We accept payments via Paypal and all major credit and debit cards such as Mastercard and VISA

1.6 Can I amend and cancel my order?

Yes you can, please refer to the terms and conditions;

REFUNDS, RETURNS AND EXCHANGES.

Please follow My Account > Orders > (the item you purchased) to return or cancel any item

1.7 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

 

2. SHIPPING & DELIVERY

2.1 When will my order be processed?

All orders will be processed within 2 working days, excluding weekends and public holidays. Time stated is based on British Time.

2.2 How long will it take for me to receive my order?

Delivery dates will be confirmed by our delivery partner, please check track my order on your account.

2.3 How can I track my delivery?

Once the order has been dispatched, an email confirmation from our boutique confirming our delivery partner with tracking code.

2.4 What are the shipping charges like?

Pricing will vary depending on your delivery preference.

2.5 Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.

2.6 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at shop@platinum.london and we will get back to you as soon as we can.

2.7 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at shop@platinum.london with a snapshot of the product and we will get back to you as soon as we can.

2.8 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at shop@platinum.london and we will get back to you as soon as we can.

2.9 I have not received my parcel, what should I do?

Kindly drop an email to our Customer Care Team at shop@platinum.london if you have not received your parcel after 10 working days and we will assist you accordingly

2.10 I have yet to receive my parcel within the stipulated time frame. Whom can I contact?

You may check the status of your parcel via “Track your order” at to find out why it might have been delayed. Alternatively, you may drop us an email at shop@platinum.london and we will assist you further.