How to order?

Your online order in three steps:

Step 1

Pick a product and select it by clicking on the button “Add to Cart”. Once you have added all desired products to the shopping cart, click on the small “shopping bag” in the right corner. Click on “Proceed to checkout” to start the next step.

Step 2

Fill in your information under “Billing details”. Make sure all the information is correct. If you want to ship to a different shipping address, click the box next to “Ship to a different address?” and fill in the information.

Step 3

During the last step you have the opportunity to review your selected products, choose your shipping method, choose your payment option and sign up for our newsletter. It is important that you read and accept our Terms & Conditions before completing your order. You may now submit your order to us by clicking on “Place order”. As soon as we have received your order, we will send out a confirmation email to you containing all information on further procedures.

How to change your order or add an item

Change shipping address

You can change your order until it has been processed by our shipping department. This applies in particular to the payment and shipping method as well as the delivery address. To do so, please contact our customer service by phone or e-mail.

Combine orders or add items

If you would like to add additional items to your order, please secure the respective items by placing another order. Contact us via phone or e-mail for combining or adding the ordered items. Orders that have already been partially shipped cannot be combined. After processing, you will receive an updated order confirmation/invoice from us by e-mail. Please note that subsequent changes may delay the processing of your order. If pre-orders are included, the reservation may be postponed and may be adversely affected in the event of possible under-delivery by our suppliers.

Order cancellation

If you have accidentally placed an order or you have changed your mind, we will be able to cancel the order unless our shipping department has already processed it. To cancel an order, please contact our customer service via phone or email. We charge a small fee of 5% on the total amount.

Shipping

General

We ship internationally (excluded for some countries). Track & Trace code will be provided. Shipping costs may differ depending in which country you live. Shipping costs will be calculated at checkout, here you can choose between multiple shipping options.

Customs

We are not responsible for vat / taxes imposed by your country. Please make sure you are familiar with your country rules.

Everything about shipping can also be found on the Shipping and returns page.

Returns & Exchange

Returns

Items can only be returned if they are in the same condition as when they were shipped. If you wish to return your order, please contact us and wait for further instructions.

Exchange

You can always exchange the returned goods for a different item. To do so, please indicate the desired item via e-mail. If the price for this item is higher than the one of the originally ordered item, you can pay the difference via bank transfer or PayPal transaction. In case you wish to exchange an item for one with a lower price, you may choose what to do with the difference. Generally the money will be refunded to you via your original method of payment.

Reimbursement

Reimbursement

After we have received your return shipment, we are usually able to process it within one or two days. As soon as we have completed this process, we will send you an email confirming the receipt and informing you of further procedures. Please note that, depending on the carrier company, return shipments may take two to ten days to get from you to us. If you have not heard from us after ten days, please contact our customer service via email at customerservice@platenspelr.com or via phone.

Damaged & Lost Packages

Damaged Item / Wrong Item

When you received a damaged item, you can send an email to: customerservice@platenspelr.com

Please add photo’s and a video of the box and the item, so we can understand the problem.

We provide shipping insurance and seamsplit protection to prevent possible damage. Take these precautions to ensure that you can get the entire purchase amount back in the event of a lost/damaged item.

WARNING: have you not used the precautionary measures? Then we cannot guarantee that you will receive the full amount of your money back.

Lost Packages

When you think your packages is lost, reach out with your order number and we will try to track the parcel.

Other questions?

If you still have a question, contact us via e-mail or phone. We will gladly help you!