FAQs

How Long Do They Take To Make?

Good question! We allow up to 28 Working days (Monday - Friday) for the creation of your new fave accessory. Every piece is handmade to order by our team and you can't rush perfection! Once your order is complete, you will be provided with a tracking number. (the 28 days DOES NOT include shipping times & creation starts the day after purchase!) 

I Need My Order ASAP! Can You Do It?

You forgot your besties birthday right? and the party is in a week? Yep, we've heard it all! Majority of the time if you send us a nice message using our Contact page, we might be able to fit you in. But unfortunately this isn't something we can offer on the regular, so make sure you leave plenty of time if your buying as a gift!

Why Do My Pearls Look Different Than The Photos?

That's easy! We use 100% authentic freshwater pearls, and no two pearls are the same! Personally we love the organic shape, and even though your order will not include the exact same pearls as photographed - they will still be roughly from the same size and shape group.

Can I have Something Rude On My Custom Jewellery?

Yes! of course! We love a good rude word, but please be kind. Any personal custom message we receive that we deem offensive/racist WILL NOT BE ACCEPTED UNDER ANY CIRCUMSTANCE.

 My Order wasn't Show on TikTok,Insta OR YouTube Shorts!! >:(

We are so happy so many of you want your orders to be featured on our TikTok, Instagram & YouTube page, but unfortunately due to the amount of orders we receive - we can't show everyone's order.  We also just may not have got to your order yet! We can get very busy making orders and we do take a little while to edit videos before they are released - so you never know, your order might be next! The only way to be sure you don't miss your order is to follow us @platonesofficalpage - TikTok / @platonesofficialpage - Instagram & YouTube

How Do I Care For My New Jewellery?

We have a dropdown tab on every listing with all the information you need to know when caring for your new jewellery. We also include a handy cheat sheet with the care instructions in every order.

Do You Ship Internationally?

 Yes! we ship worldwide. Our UK shipping is a flat rate of £6 or free on all orders over £20, All EU countries are a flat rate of £12.50 and our International shipping is a flat rate of £22.50 (This excludes some international countries that cost £30 for delivery!) *Please be aware of any customs charges that your country has in place - As a business we cannot send your item as a gift. If you refuse to collect your item/to pay any customs charges and your item is returned to us - we will not be responsible for refunding any shipping charges as these will have already been covered.

How Long Does Shipping Take?

So typically if you are in the UK, your item (once shipped) should take between 3 - 5 days to arrive. If your item doesn't arrive within that time frame (once you've received your tracking number) - please contact us so we can get in touch with Royal Mail.If you are Outside the Uk, your shipping time may vary. Typically our international shipping (once shipped) takes around a week to arrive, but items can get held at customs - so don't be alarmed if it hasn't arrived yet! If you haven't received your item within 2 weeks of receiving your tracking number - please get in contact with us so we can get in touch with Royal Mail.*Please wait until you have received your tracking number before getting in contact with us regarding your shipping time. Remember, your item can take up to 28 days to be completed and wont be shipped until its ready. You WILL be notified when your item has been shipped.

My Order Has Been Returned, Can I Have It Re-Sent?

Yes, we can have your order re-delivered to you. But we will need you to pay for the shipping again. If this happens, please contact us using our Contact page. If you ordered from the UK and your shipping was free, you will need to pay a flat rate of £6 to have it sent back out to you.

I was in, but Royal Mail didn't leave my parcel!

All of our items are shipped with Royal Mail using a Tracked Signed For service. (UK & International) Due to the service we use, you must sign for your parcel to be able to receive it. If you miss your delivery, not to worry! a re-delivery can be arranged via Royal Mail OR it can be collected from your local post office - But this cannot be arranged by us! It MUST be arranged by the addressee. Missing your delivery slot can be super annoying, and it happens to the best of us! But please be aware that once your item ships - it is out of our hands! We will try our best to help & give any advice, but ultimately signing for your post is your responsibility!

 Do You Accept Returns and Cancellations?

Yes, we do accept returns and cancellations under certain circumstances. We offer a 7 day returns policy - as long as the item is in its original condition. That means you get 7 days to contact us from the day it arrives to return the item to us, failure to do so will result in us NOT accepting the return and you wont be refunded. *Please note - we do not accept returns based on item size or due to your own poor handling. We are clear on how to care for your item and also the items sizing. If you are unsure about anything, please message us BEFORE placing your order using our Contact page.

If you would like to cancel your order, you need to do so within 24 Hours of ordering - or it will NOT be accepted and you will still need to pay for the order. If your order arrives damaged, we will cover the return shipping costs - this will be refunded to you along with the item cost once we have received your order. If you decide to return your item just because you've changed your mind, or you just don't like your order - we will NOT cover the shipping cost.

 We do not accept returns/cancellations from repeat offenders. We reserve the right to deny a return to these customers, and or cancel the orders of those who abuse our policies.

Help! I have a problem with my order!! :(

Firstly, I'm sorry to hear that! But not to worry - We can help! If you have any kind of issue with your order make sure to contact our admin team - admin@platones.co.uk and we will do our best to fix the problem!

You Didn't Answer My Question :(

No worries! if you have a question that isn't listed here, please get in contact with us using our Contact page. We will be happy to answer any further questions you may have!