Refund Policy

Shipping

Our shipping service is only available in the Mexican Republic.
Please check that all your information is correct and complete, as the success of your delivery depends on this.

The delivery time quoted by Mercado Pago is only an automatic estimate from its interface and is completely unrelated to the delivery time and process of TIENDAS PLATINO SA DE CV. The order will be processed one day after the purchase date (Saturdays and Sundays are not considered business days). You will receive your order within 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 defects or alterations. If so, please report it immediately to the Customer Service area via email: ventas@tiendasplatino.com.mx

Shopping

This merchandise is subject to availability. If, for any reason not attributable to TIENDAS PLATINO SA DE CV, the item is out of stock, you will be refunded the full amount of your purchase and notified by email of the reason.
If your payment is not received or is fraudulent, your order will be canceled.

Pre-sale purchases

Pre-sale apparel and/or footwear launches will be subject to 15-30 business days of manufacturing, plus shipping time (standard or express). If you wish to cancel your purchase, please contact atencionaclientes@tiendasplatino.com.mx first. We will provide you with a solution, either exchanging an existing product or refunding it.

Size Guide

Please note that all our products (clothing 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 approximate guides. TIENDAS PLATINO SA DE CV does not guarantee that this size chart is accurate for every item of clothing or footwear.

What if I'm a medium size?

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

We do not make half sizes.

While we can't be responsible for knowing the perfect size for your clothing and footwear, we're happy to answer any questions you may have. If you need assistance, please contact us at ventas@tiendasplatino.com.mx Monday through Friday from 9:00 a.m. to 6:00 p.m. and Saturday from 9:00 a.m. to 2:00 p.m.

Billing

If an invoice is required, the customer's billing information must be sent to ventas@tiendasplatino.com.mx within 5 business days of purchase. Shipping costs are not billed, only the total amount of the product, item of clothing, footwear, or accessory.

Changes

The deadline for exchanges for size or model is 15 business days, and our warranty against factory defects is 30 days after the date of purchase. To do so, you must present your purchase receipt, transfer receipt, or purchase order.
All products must be in perfect condition (original packaging, unused, without scratches or tears, and with all accessories).
Any exchange will be subject to a product review (once we have received it at our distribution center) to ensure that it has not been misused.
Changes will be subject to availability.
Exchanges and returns are not applicable to sales and promotions.
TIENDAS PLATINO SA DE CV physical stores cannot accept returns for online purchases.

Returns or exchanges are not valid when the purchase is through a promotion (example: Shirts 2 for 1, Pants 3 for 2, etc.) on the product for which there was no charge.

No cash refunds are accepted, only size or model exchanges of equal or greater cost, with payment of the difference.

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

Procedure

Send an email to ventas@tiendasplatino.com.mx indicating the order number, the item you wish to exchange, and the reason for the exchange. You will receive an email confirming that your request has been processed and including information on how to make the exchange. If exchanging a product, it must be sent to the address provided; the customer must pay the shipping costs.

Statement about colors

Actual product colors may vary from those displayed on your monitor. If you have any questions, please email us at ventas@tiendasplatino.com.mx.