FAQ
Questions, answered.
A little clarity before your next chapter. Find information about choosing a bag, delivery, returns and getting in touch.
Before you choose
The details that help you find your next bag.
What will I find at Plati Castle?
Explore pre-owned designer bags from houses including Louis Vuitton, Chanel, Gucci and Loewe. Browse by designer or silhouette to find a piece that suits your personal style.
How can I check a bag’s condition?
Review the photographs and information on the product listing before ordering. Pre-owned pieces can have individual signs of wear, and colours may appear differently on different screens. If you need clarification about a particular detail, contact us with the product name or reference before purchasing.
How can I ask about authenticity or supporting documents?
Contact us with the product name or reference before placing your order so we can clarify the authenticity information and supporting documents available for that specific item.
Are accessories such as a box or dust bag included?
Check the individual listing for information about included accessories. If a box, dust bag or other accessory is important to you, ask us to confirm what is included with that particular bag before purchasing.
Orders & delivery
Processing, shipping and what happens after checkout.
Where do you currently ship?
Our current Shipping Policy lists the United Kingdom as our shipping destination. Please check the options available at checkout or contact us before ordering for another destination.
When will my order be processed?
Unless otherwise stated on our website, orders are processed within 1 business day, excluding holidays. Orders placed after noon, on weekends or on holidays may begin processing the next business day.
How long will delivery take?
Available shipping methods and estimated delivery times are shown at checkout. Delivery estimates start once your order ships and are not guaranteed. Carrier delays, customs processing, weather and other events outside our control may affect delivery.
How much does shipping cost?
Shipping charges are calculated at checkout based on your destination, order weight and selected shipping method. Free standard shipping may be available on selected orders only where displayed at checkout.
Will I receive tracking information?
Once your order ships, we will email a shipping confirmation with a tracking number and link if the shipping method supports tracking. Tracking information may take time to update after you receive the email.
Are customs duties and taxes included?
Where available, applicable taxes, duties and import fees are calculated and shown at checkout. If checkout expressly states that duties and taxes are prepaid, those charges are prepaid. Otherwise, additional customs, VAT, brokerage or carrier handling charges may be due before or at delivery and are your responsibility unless otherwise stated.
Returns & refunds
Please contact us before sending an item back.
Can I return my order?
Return eligibility depends on the item, the terms shown at purchase and your rights under applicable law. Contact us before returning anything to confirm the available options and receive instructions.
Where a return is accepted, the item should be in the same condition as received, unworn or unused, with tags and original packaging, or as stated in the return instructions. A refund may be reduced if the item has been used, damaged or handled more than necessary.
What does the 14-day cancellation period mean?
Our Refund Policy explains that consumers in the United Kingdom or European Union who buy goods online may have a right to cancel within 14 days after the day they receive the goods, unless an exemption applies. After notifying us of cancellation, the goods must be returned within 14 days.
For eligible cancellations, the product price and standard delivery cost are refundable; additional express or premium delivery charges may not be. Please read the full policy for the conditions, exceptions and applicable rights.
Who pays return shipping?
Unless we state otherwise or applicable law requires otherwise, you are responsible for return shipping costs for change-of-mind returns. Contact us before returning an item so we can confirm the instructions that apply to your order.
How and when will I receive my refund?
We will notify you after receiving and inspecting a return. If approved, the refund goes to your original payment method unless otherwise stated. Your bank or payment provider may need additional time to process and post it.
For eligible UK cancellations, our policy provides for a refund within 14 days after we receive the returned goods or evidence that they have been sent back. For eligible EU cancellations, it provides for a refund within 14 days after we are informed of cancellation, but we may withhold it until the goods or evidence of return are received.
What if my item is damaged, defective or incorrect?
Please inspect your order when it arrives and contact us immediately if the item is damaged, defective or not the item you ordered. Include your order number and describe the issue so we can help with the next steps.
Help with your order
A direct line for questions and next steps.
Can I change my shipping address or cancel an order?
Contact us as soon as possible. We may be able to accommodate changes before your order ships, but this is not guaranteed. Once an order is in transit, we are unable to modify it. Please review the Shipping Policy and Refund Policy for cancellation terms and any applicable rights.
Can I exchange an item?
Please contact us to ask about the exchange options available for your item before returning it. Do not send an item back without first receiving instructions.
How can I contact you?
Email Windwong0910@hotmail.com or use our Contact page. For an existing order, include your order number. For a product question, include the product name or reference.
Need a little more detail?
This FAQ summarises our current policies. Please read the complete policies for eligibility, exceptions and applicable rights.
Shipping Policy · Refund Policy · Terms of Service · Privacy Policy
For a product or order question, email Windwong0910@hotmail.com.