Returns and Refunds

SHIPPING & DELIVERY
All items from The Platform are designed and shipped directly from our studio. We use carefully selected packaging and trusted shipping providers to ensure your order arrives safely and in excellent condition.

SHIPPING TIMES & COSTS
As all products are created in-house, shipping times and fees may vary depending on the item—particularly for made-to-order pieces. Estimated production and dispatch times, as well as shipping costs, are listed under the ‘Shipping’ tab on each product page.

Please note that if your order contains multiple items, they may ship separately based on their production timelines.

Once your item has been shipped, you will receive an email with tracking details. The Platform is not liable for missed deliveries or uncollected parcels. Any return shipping charges incurred due to failed delivery attempts or unclaimed packages may be deducted from your refund.

We aim to keep our shipping rates fair and transparent. In rare cases—such as remote delivery locations—additional shipping charges may apply. Should this occur, we will notify you via email before dispatch, and you will have the option to proceed or cancel your order.

For questions about shipping times or fees, please contact us at info@theplatform.love.

TRACKING
When your order ships, you’ll automatically receive a tracking email. Please monitor your parcel’s progress—customs or tax payments may be required before delivery. If customs duties are not paid on time, your order may be returned to us, and you may still be liable for the original duties and any return costs.

TAXES & DUTIES
Prices and shipping costs listed on our website do not include international taxes or import duties. These charges may apply depending on your country’s regulations and are the responsibility of the customer.

If you're ordering from outside the EU, we recommend using a customs calculator such as Simply Duty to estimate potential fees. Please note these are only estimates and may not include additional handling charges from local couriers.

If a shipment is returned to us due to unpaid import fees, we will deduct any applicable return charges and customs fees from your refund.

RETURNS
We design and produce our pieces with great care, and we want you to love them. However, certain categories are non-returnable for hygiene and production reasons, including:

Made-to-order items
Pre-orders
Art pieces
Jewelry
Accessories
Nail art
1 of 1 custom pieces
Hair items/wigs
Lingerie & swimwear

Some specific items may also be marked as final sale. Please refer to individual product listings for return eligibility.

For returnable items, you may request a return within 14 days of receiving your order. Please email info@theplatform.love with the subject line:
"Return – [Your Order Number]"
Include a brief reason for your return and we’ll send you return instructions.

Products must be returned unused, in original packaging, with all tags and labels intact. We do not refund original shipping costs, and return shipping is the responsibility of the customer. Refunds will be processed within 7 business days after we receive the item.

EXCHANGES
If you wish to request an exchange, email info@theplatform.love and our team will assist you. Customers are responsible for all exchange-related shipping costs. Please note that made-to-order or pre-order items are generally not eligible for exchange, unless approved at our discretion.

HEAVY OR OVERSIZED ITEMS
Certain larger pieces (especially in our Art category) may require custom shipping. In these cases, shipping is calculated separately. After purchase, you’ll receive a shipping quote and have the chance to approve it before your item is dispatched.

PAYMENT METHODS
We accept major payment methods, including Visa, MasterCard, iDEAL, and PayPal. All payments are secured using SSL encryption to protect your personal information.

For PayPal payments, you will be redirected to PayPal’s secure platform during checkout. Learn more at paypal.com.

RETURN ADDRESS
The Platform
Nieuwezijds Voorburgwal 336
Amsterdam, The Netherlands