Refund Policy

Shipments

Our shipping service is only available in the Mexican Republic.
Check that all your data is correct and complete since the success of your delivery depends on this.

The delivery time quoted by Mercado Pago is only an automatic estimate of its interface, and is completely unrelated to the time and delivery process of TIENDAS PLATINO SA DE CV The order will be processed one day after the date of purchase (Saturdays and Sundays not are considered skillful). You will receive your order in a period of 3 to 7 business days (standard) or 1 to 3 business days (express).
Upon receiving your package, we recommend checking that it does not present any defect or alteration, if so, we ask you to report it immediately to the Customer Service area via email: atencionaclientes@tiendasplatino.com.mx

Shopping

This merchandise is subject to availability. If for any reason not attributable to TIENDAS PLATINO SA DE CV there were no stocks, we will notify you in a timely manner to inform and determine what is appropriate in terms of the estimated delivery time and, where appropriate, agree between the parties what corresponds according to law.
If we do not receive your payment, your order will be cancelled.

pre-sale purchases

Launches of clothing and/or footwear in pre-sale, will be subject to manufacturing 15-30 business days in addition to the shipping time (standard or express). If you wish to cancel the purchase, please contact atencionaclientes@tiendasplatino.com.mx in advance to give you a solution, either change the product in stock or otherwise refund it.

Size guide

Please note that all of our products (apparel and footwear) are listed in MX sizes if you are unsure of your MX size please refer to the size chart for conversions.

The size charts provided are rough guides. TIENDAS PLATINO SA DE CV DOES NOT guarantee that this size chart is exact for each item of clothing or footwear.

What if I am a size average?

We usually suggest you go up a size.
Tip: You can add socks / insoles / padding.

We do not make half sizes.

While we cannot be responsible for knowing the perfect size for your clothing and footwear. We will be happy to answer any questions you may have. If you need help, contact us at atencionaclientes@tiendasplatino.com.mx Monday through Friday from 9:00 am to 6:00 pm and Saturday from 9:00 am to 2:00 pm.

Billing

If an invoice is required, the customer's billing information must be sent to the email address aclientes@tiendasplatino.com.mx within a period of 5 business days after the purchase. The shipping cost is not invoiced, only the total amount of the product, clothing, footwear or accessories.

Changes

The term for changes by size or model is 15 business days and our factory defect guarantee is 30 days after the date of purchase; for this it will be essential to present your purchase ticket, transfer capture or purchase order.
All products must be in perfect condition (original packaging, unused, without scratches, tears and with all its accessories).
Any change will be subject to a review of the product (once we have received it at our distribution center) to ensure that it has not been misused.
Changes will be subject to availability.
In sales and promotions do not apply changes or refunds.
Physical stores TIENDAS PLATINO SA DE CV cannot accept returns of online purchases.

Returns or exchanges are not valid when the purchase is through a promotion (example: 2X1 Shirts, 3X2 Pants, etc.) on the product for which there was no charge.

No cash refunds, only changes in size or model of equal or greater cost paying the difference.

Shipping costs for exchange or return will be borne by the customer.

Process

Send an email to atencionaclientes@tiendasplatino.com.mx indicating the order number, the item you want to change and the reason for the change. You will receive an email confirming that your request has been processed and will include the information to make the change. In the case of changing a product, it must be sent to the address indicated, the customer must pay the shipping costs.

Statement about colors

Actual product colors may vary from the colors displayed on your monitor. If you have any questions, send us an email to atencionaclientes@tiendasplatino.com.mx.