Frequently Asked Questions

Looking for answers? Browse our FAQ to find quick solutions to common questions.

How can I place an order?

If you need help placing your order, we’re here to assist. You can reach out to us via email or phone.

Where is my order?

We aim to ship your order as quickly as possible. Once you’ve completed your purchase, our logistics team will process and dispatch it—typically within 48 business hours (excluding pre-orders).

As soon as your order ships, you’ll receive an email with live tracking details and an estimated delivery date from the courier.

Estimated delivery time: 2–4 business days, depending on your location. Please note that delivery times may be affected by local holidays, customs clearance, distance, weather, promotional seasons, or other external factors.

If you have any questions about your order status, feel free to email us at info@platinumess.com

How long does delivery take?

Delivery generally takes 2–4 business days, varying by country. External factors such as holidays, customs, weather, and high-volume seasons may impact delivery times. We appreciate your understanding in such cases.

Do you ship internationally?

Yes, we offer worldwide shipping, with the exception of the following countries: Russia, Belarus, Somalia, Iran, Mauritania, and Turkey.

What is your return and exchange policy?

You can return non-customized products purchased directly from Platinum Essence within 45 days of receiving them. Items must be unused, in their original condition, and returned in the original packaging.

After we receive your return, our technical team will inspect the item. You’ll be notified by email regarding the outcome of your return—whether it qualifies for a refund or exchange.

Please note: Returns are not accepted after 45 days.

What warranty do you offer?

All our products are covered by a 1-year warranty against manufacturing defects.