Refund policy
Returns and Exchanges
At a glance
- 30 days from delivery.
- Returns are free.
- Exchanges are free.
- We pay the return shipping on US orders.
Returns
Changed your mind, or it is simply not right? Send it back within 30 days for a full refund to your original payment method. No handling fee, and no charge for the return label.
Items must come back unworn, with original tags attached and in their original packaging.
Exchanges
Wrong size, wrong color, or a different style you would prefer. Start an exchange within 30 days and we cover shipping in both directions at no cost to you.
You can exchange for any size or any item. If the new item costs more, you pay the difference. If it costs less, the difference is issued as store credit.
Once an order has been exchanged, the replacement item cannot be returned for a refund or store credit. The 30-day refund window applies to the original order only.
Store credit
If you would rather keep the value for next time, choose store credit instead of a refund. Store credit does not expire and can be used on anything in the shop.
Items that cannot be returned
Please try everything on at home for as long as you need. Once a garment has been used in water it can no longer be returned, as it cannot be resold.
A manufacturing fault is a separate matter and is covered by our warranty. Contact us and we will take care of it.
Items received through an exchange cannot be returned for a refund or store credit.
Final sale items
Items marked final sale cannot be returned or refunded, but we do not want you left with the wrong size. Email sales@platinumsun.com within 30 days and we will arrange an exchange or store credit.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, or contains the wrong item, that is our responsibility and it costs you nothing.
Send a photo to sales@platinumsun.com within 14 days of delivery and we will resolve it.
Lost or stolen packages after delivery
Important notice. Once the shipping carrier marks an order as delivered, Platinum Sun is no longer responsible for packages that are lost or stolen after that point. Please make sure your delivery address is secure and that parcels are not left unattended where anyone can reach them.
If your package is marked as delivered but you have not received it:
- Check your mailbox. Smaller items are sometimes delivered as an envelope rather than a box.
- Check with neighbors and around your building entrance.
- Contact your local carrier to open a case so they can investigate.
If tracking has not updated for several days and the parcel has not arrived at all, contact us within 14 days of the expected delivery date. After 14 days carriers close their claim window and our options become very limited.
Changing or canceling an order
Log into your account and open the order. If it can still be canceled, you will see a cancel button there and it takes one click.
If the button is not there, the order is already being packed or has shipped. Email sales@platinumsun.com straight away with your order number and we will stop it if we still can. We pack quickly, so the sooner you write the better.
Once an order has shipped it cannot be canceled, but you can return or exchange it free when it arrives.
For pre-orders, see our Pre-Order Cancellation Policy.
International orders
The same 30 day window applies. Return shipping on international orders is paid by the customer, and original shipping charges, duties and taxes are not refundable.
How to start
Open our returns portal and follow the steps, or email sales@platinumsun.com and we will help you through it.
For delivery times and shipping rates, see our Shipping Policy.