FAQ - Frequent asked questions
1. Shipping and Delivery
What is the shipping time?
Orders are processed within 1 to 3 business days.
How long does delivery take?
Mainland Portugal: 3 to 6 business days
Azores and Madeira: 5 to 10 business days
Spain: 4 to 7 business days
Do you ship outside Portugal?
Yes, we also ship to Spain.
Can I track my order?
Yes. Once it is shipped, you will receive an email with the tracking number.
2. Payments
Which payment methods do you accept?
We accept Apple Pay, MB Way, Multibanco Reference, credit/debit cards (Visa, Mastercard, Amex), PayPal, Google Pay, and Shop Pay.
Are payments secure?
Yes. PLATI does not store any payment data. All transactions are processed by certified platforms.
3. Returns and Exchanges
Can I return an item?
Yes. We accept returns up to 14 days after delivery, as long as the item is new, unused, with tags and original packaging.
How do I make a return?
Send an email to customercare@plati-standout.com with your order number. After approval, you will receive instructions and the return address.
Do you offer direct exchanges?
No. To change size or model, you must return the item and place a new order.
Who pays for return shipping?
If the item is defective or incorrect, PLATI covers the costs. In all other cases, the customer is responsible for return shipping.
4.About our cyclical fashion program
At PLATI we believe that clothes should last as long as possible. That's why we created a cyclical fashion program where you can return your used item and receive a 10% discount voucher for your next purchase.
What items are accepted?
We accept used PLATI items that are in good general condition and were purchased more that 1 year ago.
Items accepted:
-show normal signs of wear;
-maintain their original structure and design;
-clean and dry.
Items not accepted:
-torn or damaged;
-have structural damage, permanent stains or irreversible alterations;
-wet, damp or have a strong odor.
What do I recieve in return?
For every item accepted into the program, we offer a 10% voucher, usable on a future purchase of any of our products. This voucher is valid for 1 year.
Why participate?
Because you help extend the lifespan of garments, reduce waste, and support ethical and circular fashion, values that are part of PLATI.
5. Products and Sizes
Are the sizes oversized or regular?
PLATI has two fits: Oversized (looser) and Regular (traditional). Measurements are shown on each product page.
How do I choose the right size?
Check the size guide. If you're between sizes, choose according to your preferred fit: looser → size up; more fitted → true to size.
Are the pieces made in Portugal?
Yes. PLATI is a 100% Portuguese brand and works with ethical and sustainable production.
6. Orders
Can I change or cancel my order?
Yes, as long as it has not yet been shipped. Contact us quickly via email.
My address is incorrect, what should I do?
Contact us immediately. If the order has already been shipped, reshipping will have an additional cost.
My order arrived damaged, what should I do?
Send photos to customercare@plati-standout.com within 48 hours of delivery.
7. Other Information
Do you have a physical store?
No, we sell exclusively online.
Can I pick up my order in person?
Not at the moment.
How can I contact you?
Via email at customercare@plati-standout.com