Frequently Asked Questions

If you change your mind, please contact our free telephone advice service on 0800 3643663 to cancel your order.

In exceptional cases, goods may become damaged during transport. If you have received a damaged item, please contact us by e-mail at service@platinum.com, quoting your order number/customer number and a picture of the goods/packaging, so that we can discuss how to proceed.

Please do not dispose of the damaged item until you have received a response from us.

If for any reason you are not satisfied with one of our PLATINUM products, we offer you a money-back guarantee. You can find more information here: https://www.platinum.com/en/Service/Money-Back-Guarantee/

Immediately available goods are usually dispatched by us within 1 to 3 working days for orders from Germany. For orders from Belgium, Austria and the Netherlands, please allow approx. 2 to 4 working days for delivery. The delivery period may vary depending on the volumes of deliveries being processed by the shipping service providers.

A gift voucher is valid until the end of the third year after purchase, and can only be redeemed here in the PLATINUM online shop.

Payment can be made by prepayment, direct debit, PayPal, credit card, SOFORT bank transfer or purchase on account. You can find more information about the payment methods available here.

After your return has arrived at our warehouse, we will check the contents. We will then forward the returned items, and arrange for a credit note to be issued via your payment method. If you have any questions, please contact our customer service team at info@platinum.com or call our free service number: 0800 3 64 36 63.

After you have logged in with your personal login details, you can access the customer account at any time by clicking on the "My account" icon in the top right-hand corner. Your customer number is displayed directly in the top left-hand corner.

You can find more information about our catchment area and trading partners here.

Your order will be dispatched via DHL or DPD. You can find detailed information on shipping here.