FAQs

How can I contact Platux?

We’re happy to help! Email us at info@platux.co, and our customer service team will assist you with whatever you need.

Do you ship worldwide?

Yes! We ship to dog lovers all over the world. 🌍🐾

Where do you ship from?

All orders are shipped from our warehouse in Hong Kong.

Can I change or cancel my order?

Since we aim to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of ordering. After this period, your order can be returned for a full refund once received.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.

When will my order be processed?

Orders are processed and shipped from our warehouse between Monday and Friday. Please allow 1-3 business days for processing before shipping. Processing times may be slightly longer during holidays or sales events.

How long will it take to receive my order?

Due to high demand, orders typically take 2-4 weeks to arrive.

What if I don’t receive my order?

If your order has not arrived within 30 days after shipping, you are eligible for a full refund.

Will I be charged customs and taxes?

Our prices are tax-free in British Pounds (£). However, depending on your country’s customs policies, you may be required to pay import taxes, duties, or other fees upon delivery. These charges are determined by your local customs office and are the responsibility of the buyer.

We are not responsible for customs delays. Please check with your local customs office for more information.

How do I return an item?

If you need to make a return, please contact us at info@platux.co, and we’ll guide you through the process.

What if I receive a defective, incorrect, or damaged item?

We want you and your pup to be happy! If your order arrives with missing, incorrect, or defective items, please email us at info@platux.co with:
✅ Your order number
✅ Photos of the item(s)
✅ A description of the issue

We’ll do our best to resolve the issue as quickly as possible.

When will I receive my refund?

Refunds will be credited to your original payment method. If you paid with a credit or debit card, your refund will be processed within 7-10 business days of receiving your return or cancellation request.

If you haven’t received your refund yet, please check with your bank or credit card company as processing times may vary.