How can I make changes to my order?
Simply email us at email@example.com within 24 hours. Be sure to include your order number! If you would like to change your item, phone model or colour, please also include the URL or name of the new item, phone model and colour choice.
I’ve missed a promotion campaign for a recent order I placed. Can I still enjoy the offer?
Please let us know by email at firstname.lastname@example.org, we would wish to know the order number of yours and also the discount code / offer that you are after. We will be more than happy to evaluate what you have and honor the offer if it is deemed applicable. We apologize, but we are unable to apply the adjustments retrospectively 3 days after date of order, or the promotion expiration date, whichever comes earlier.
I’ve placed an order, but it says “Failed” when I check its status. What’s wrong?
- Your payment could have failed during the process
- Your payment is captured, however it was failed on the first attempt. We will manually change the status.
If your payment is captured, we will definitely process your order. If we need further information from you, we will be contacting you via email or mobile.
I’ve ordered few cases but I can’t find all of them. Where are the missing cases?
Please be sure to open up all the boxes first. We sometimes packed 2 cases in 1 box unless otherwise requested. If you have checked and the case is still not there, please contact us. If your items is partially sent, you will see a small piece of “Partial Delivery” note.
Does PLATINO sell gift cards?
- Not at the moment but we will soon. If you’re urgently needing one, you may drop us an email.
How can I pay for my order?
Click on PayPal (for Credit Card) or MOL Pay (for Bank Transfers) upon checkout. Alternatively, you may check out our “Buying Guide“
Do you accept Credit / Debit Card?
Yes! We accept major credit / debit cards via PayPal and NO PayPal account is required for checkout (except for a very few specific countries). Please choose “Don’t have a PayPal account?” upon checkout.
I paid with my credit / debit card, but why did I get an email from PayPal for confirmation?
We use the PayPal platform, so even if you used your credit / debit card, you’ll receive a confirmation from the PayPal team. Doesn’t seem right? Email us at email@example.com.
For shipping, orders will be delivered by local courier services. For international shipping outside Malaysia, it will be available within 2 months time.
For orders shipments within Malaysia (including Sabah and Sarawak) we use Poslaju, Skynet, Nationwide or Airpak
- How can I check my order status?Sign in to your Account (the one that you made your order with) and click on “Track Order“. You will be notified on your courier tracking number via email or SMS.
Will my package be delivered to my house or to the post office for me to pick it up?
Your orders will arrive at your house. There may be exceptions that door-to-door delivery service is not provided in particular cities / outskirt areas. Therefore, self collection over the counter is advisable.
When will you ship my order?
Orders placed will be processed within 1 business days. However due to the product availability, we will usually ship out to you within 3 business days if there’s a ready stock or up to 14 business days if it’s on pre-order.
Please allow extra time for your order to be processed during public holidays and busy periods. The courier serice may also require extra time to work on the processing / delivery during peak season or before major festivals.
Does PLATINO guarantee its product?
Of course! We’re 100% committed to making you happy. Each case is hand checked by a member of PLATINO before it goes out the door to ensure you get the best! While we make every effort to ensure your case arrives in perfect condition, sometimes things could happen. If you discover a fault with the item(s) you have received, please take pictures of the defect and contact us right away. We will work with you to guarantee your satisfaction.
Should you wish to return your item(s), please kindly email us with the reason of return, within 7 days from receiving your order (according to the delivery date on the tracking record, if applicable).
To request further instructions on how to return your order, please email us at firstname.lastname@example.org. Returns without prior communication with us will not be accepted.
Before you return a product, please make sure that:
1) The product was delivered in the last 7 days.
2) The product is in its original packaging.
All refund will have RM3 processing fee incurred.
Even if you purchase any of our sale items, it is still eligible for a refund.
Returns made will be refunded in your original form of payment. If the payment was made using credit / debit card or bank account, there might be a lead time required by PayPal (our credit card settlement service provider) to set up the credit transaction with your bank.
Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by our team.
Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.
PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”
We collect Device Information using the following technologies:
– “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
– “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
– “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information.”
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
Communicate with you;
Screen our orders for potential risk or fraud; and
When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use WooCommerce to power our online store–you can read more about how WooCommerce uses your Personal Information here: https://woocommerce.com/privacy-policy/. We also use Google Analytics to help us understand how our customers use the Site–you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by:
FACEBOOK – https://www.facebook.com/settings/?tab=ads
GOOGLE – https://www.google.com/settings/ads/anonymous
BING – https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
The Site is not intended for individuals under the age of 12.
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at email@example.com.