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CUSTOMER SERVICE - QUESTIONS AND ANSWERS
The philosophy of our work is based on professionalism and the highest quality. We follow this principle not only during the furniture design and production process, but also during the execution of orders. Customer satisfaction brings us the greatest joy and great satisfaction, which is why we make every effort to ensure that contact with the customer is at the highest level.
80% OF OUR CUSTOMERS FIND THE ANSWER TO THEIR QUESTION IN OUR "QUESTIONS AND ANSWERS" SECTION
Customer Service Centre
Mon. - Fri: 7:00 - 15:00
Sat-Sun: closed
Phone: 48 570 914 526
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WHEN WILL MY ORDER BE SHIPPED?Order sent as courier (general) shipments, we usually deliver within 2 to 4 working days. Group shipments are usually prepared by the warehouse on the next business day after order creation. In the case of a large number of orders, the completion date may be extended by one business day. On the next business day, DPD collects the prepared orders from our warehouse, which we inform customers about by e-mail. In the e-mail, we send a link to track the shipment, which is activated after the first scan in the DPD warehouse - usually around 17:00 on the day of sending.
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CAN I CHANGE MY ORDER?Unfortunately, it is not possible to add items to existing orders. You should then either create a new order or contact Customer Service and ask them to cancel your existing order and then re-order all the items you are interested in online. It may be possible to cancel individual items in your order. It all depends on what stage of packaging your order is at. It is possible to cancel the entire order. If you would like to change your online order, please contact our Customer Service Centre, tel: +48 570 914 526
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HOW CAN I CANCEL MY ORDER?If you intend to cancel your order, please contact the Customer Service Center by phone +48 570 914 526 or write to us at: info.platanroom@gmail.com
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I HAVE NOT RECEIVED ORDER CREATION CONFIRMATIONIf you didn't receive an order confirmation email, it's possible your email account filter mistakenly identified the message as spam or it was categorized in one of your inbox folders . Check the contents of the folders in your email inbox. If you find your order confirmation in spam, you can mark it as not spam. The next time you receive a purchase confirmation from us, it will be sent directly to your inbox.
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I HAVE NOT RECEIVED ORDER OR INVOICE CONFIRMATIONIf you haven't received your order confirmation and invoice email, it's possible your email account filter mistakenly identified the message as spam or it was categorized in one of the folders on your inbox. Check the contents of the folders in your email inbox. If you find your order confirmation in spam, you can mark it as not spam. The next time you receive a purchase confirmation from us, it will be sent directly to your inbox.
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WHEN WILL THE PAYMENT BE CHARGED FROM MY ACCOUNT?Once your order is created, we'll block your account for the value of the order. Money will be debited from your account once your order is shipped from our warehouse.
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HOW CAN I PAY FOR ON-LINE PURCHASES?You can pay by Transfer24 or Credit Card - then choose PayU. Invoice for online purchases will be automatically generated when the order leaves the warehouse and sent to the email address provided in the order.
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GENERALIf you have any questions about our range, we'd love to help. If you cannot find the answer to your question below, please contact our Customer Service Centre.
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WHERE CAN I FIND DETAILED PRODUCT DESCRIPTIONS?If you are looking for detailed information about our products, please search for the article you are interested in on our website and enter its description. There you will find a detailed specification of the selected product.
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CAN I CHANGE THE DELIVERY DATE?Once the shipment has been shipped, it is not possible to change the delivery date. If the shipping company attempted to deliver the package twice to the delivery address without success (for example, there was no one at the address to collect the package), the package is returned to the sender.< /span>
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WHERE CAN I FIND THE TRACKING NUMBER FOR MY ORDER?As soon as the shipment leaves our warehouse, we send an email confirming that the order has been shipped. The content of the email includes a link to the carrier's website where you can track the shipment.
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HOW MUCH IS DELIVERY FROM ONLINE STORE?Choose from our bestsellers and we will pay for the shipping for the entire order. We offer free delivery on all products.
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WHEN WILL MY ORDER BE DELIVERED?Orders sent as courier (general) shipments are usually delivered within 2 to 4 business days. In the order confirmation e-mail you will find a link to track your shipment.
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I WANT TO USE THE RIGHT TO AN UNLIMITED RETURN/EXCHANGEOne of the most important things for our customers is quick and easy service and replacement. At PLATAN ROOM, we always put the satisfaction of our customers first, which is why we have implemented a simple return and exchange policy. Our customers will easily exchange or return the product if they change their mind. We provide a full refund within 30 days for products that are returned with proof of purchase. If you want to return a product that is damaged or shows signs of use that significantly reduce its value, we reserve the right to refuse the return.
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HOW TO RETURN A PRODUCT?If you would like us to arrange your return shipment, please contact Customer Service. We cover the cost of return shipping. When you return an online order, you will receive a refund of the price of the goods and a refund of the delivery costs. The costs of additional services provided, such as bringing in goods or a selected time window, will not be refunded. The refund will be made within 14 days from the day the shipment reaches our warehouse. The product must be shipped to: PLATAN ROOM Sp. z o.o. Biertowice 238 32-440 SUŁKOWICE Remember to attach a printout of the invoice to the shipment.
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I CANCELED MY ORDER AND IT IS STILL IN DELIVERYIf you would like to cancel a purchase made on platanroom.pl before shipping and issuing an invoice, please contact Customer Service quoting your order number. Your order will be canceled and we will refund all money paid for articles and delivery charges. If your order has already been shipped, you can also contact the shipping company and inform them of your cancellation of the purchase. You will not be charged any additional shipping and return fees. The refund will be made to the customer's bank account as soon as the shipment is accepted by our warehouse.
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I HAVE RETURNED AN ORDER, WHEN WILL I RECEIVE A REFUND?The refund will be made within 14 days from the day the shipment reaches our warehouse.
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I DID NOT RECEIVE ALL ITEMS OF MY ORDER OR I RECEIVED THE WRONG ITEMIf we accidentally sent you other goods instead of the products you ordered, we apologize in advance. There is always a lot going on in our central warehouse. Please contact our Customer Service Center (tel.: +48 570 914 526), our consultants will help and find a solution to ensure that all ordered products reach you. For efficient handling of the matter, before talking to a consultant, prepare: - order number, - information about the received product, - if possible, also check the labels and data that appear on the products you receive. PLATAN ROOM will bear all costs related to the collection of incorrectly shipped items and reshipment of your correct order.
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I RECEIVED A DAMAGED ITEM - WHAT SHOULD I DO?At PLATAN ROOM, we really want our customers to receive articles in the best condition. Sometimes, it may happen that the shipment is damaged during transport. Shipment damage found during delivery:If you notice damage to the package or item during delivery, we recommend doing one of two things: Acceptance denied. It consists in informing the courier that you do not accept delivery of a damaged item. When the shipment returns to us, we will contact you and agree whether you wish us to resend the order or whether you completely abandon the purchase. In the event of resignation, you will automatically receive a corrective note to the previously issued invoice and we will refund all money paid. Receiving the delivery and writing a damage report with the courier. The courier is obliged to have a copy of the damage report with him. If you intend to accept the shipment regardless of the damage to the outer packaging, ask the courier to write down a damage report and an annotation on the waybill about the damaged packages. This will make it easier for us to carry out the complaint procedure. We recommend that whenever you are concerned that the contents of the shipment may be damaged, take photos of the packaging before unpacking it.By doing so, you make it easier for us to determine whether the damage occurred in transit. This will allow us to process the complaint faster and better protect the article in the future.
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DID YOU NOTICE DAMAGE TO AN ITEM DURING DELIVERY? – CONTACT CUSTOMER SERVICE:Regardless of whether you noticed the damage to the product during delivery or only after unpacking the article, we kindly ask you to contact the Customer Service Center. We will try to help you solve the complaint as soon as possible. Have your order number ready to help you solve the problem.
FREQUENTLY ASKED QUESTIONS
When will my order be delivered?
Orders sent as courier (general) shipments are usually delivered within 2 to 4 business days. In the e-mail confirming that your order has been shipped, you will find a link to track your shipment.
How can I pay for online purchases?
You can pay by Przelew24 or Credit Card - then choose PayU.
An invoice for an online purchase will be automatically generated when the order leaves the warehouse and then sent to the e-mail address provided in the order.
What delivery options are available in the online store?
We offer in the online storedelivery DPD courier.
When will my order be shipped?
Orders sent as courier (general) shipments are usually delivered within 2 to 4 working days.
Groupage shipments are usually prepared by the warehouse on the next working day after the creation of the order. In the case of a large number of orders, the completion date may be extended by one business day. On the next business day, DPD collects the prepared orders from our warehouse, about which we inform customers by e-mail and text message. In the e-mail we send a link to track the shipment, which is activated after the first scan in the DHL warehouse - usually around 17:00 on the day of sending. Shipments are most often delivered to recipients on the next business day after shipment.
How much does delivery from the online store cost?
Choose from our bestsellers and we will pay for the shipping for the entire order. We offer free delivery on all products.