Frequently Asked Questions (FAQ) - Plakton Footwear

Last Updated: Jan.04.2024

1. What size do I use?

Inside each product, you will find a tab called “sizes” with various equivalences to help you determine the most suitable size for you.

2. How do I change my size?

If you wish to make a size change, please contact info@plaktonfootwear.com with the Subject: change + your order number. The shipping of products to the sender is done through our courier, and you will be charged a contribution towards costs before the return is accepted. Once you complete the size change process, informing us of the new size, we will send you the new size and exchange it with the incorrect size.

• Before 30 days since you received your order, contact us at info@plaktonfootwear.com.
• Our team will email you, requesting details on how you want to proceed with the return and more information about the new size.
• You'll be asked to pay the return cost. Once paid and the return accepted, we will contact our courier company to collect your order and send you the new one.

*Please note that returned products must be unworn, unwashed, complete with all original tags, and in original and resalable conditions. Failure to meet these conditions may result in cancellation, and you will still be charged the return-associated cost.

3. Who do I contact if I have a problem with my order?

You can contact us through the email info@plaktonfootwear.com, and we will be happy to assist you with any questions you may have.

4. I received a defective product, what do I do?

If you receive any defective product, send us pictures where the defect is clearly shown. Send us the details to info@plaktonfootwear.com, and we will provide instructions on what to do in a short period.

*Please remember: You have 30 days from the time you receive your order to process the return. The returned products must be unworn, unwashed, complete with all original tags, and in original and resalable conditions. Failure to meet these conditions may result in cancellation, and you will still be charged the return-associated cost.

5. I received an incorrect order, what do I do?

If you receive an incorrect order, send us a picture of everything you have received, along with the respective references in the box. We will resolve the problem for you once the content is verified. Send us the details to info@plaktonfootwear.com.

6. How do I track my order?

Once your order has been shipped, you will receive an email from our logistics company, Transnatur. In this email, you will find the tracking number and instructions to find where your order is. If you lose this email, contact us through info@plaktonfootwear.com, and we will provide you with information about your order.

7. What should I do if my order has been rejected?

If your payment has been declined, please retry, just in case it was a network problem. If the transaction is still not executed, check your credit card information. It is also possible to try to complete the purchase with another payment method. For more information about the reasons for the refusal of payment, please contact your financial institution.

8. What happens if I am not at home at the time of delivery?

All deliveries must be signed by the recipient. If there is no one at the time of delivery, the dealer will normally try the next working day. The dealer will leave you a notice card with shipping information and instructions on how to arrange a new date for delivery or pick up at one of the courier's offices. There is also the possibility that a friend, neighbor, or co-worker signs the delivery for you.

9. Can I return my product?

If you want to return your order, please contact returns@plaktonfootwear.com with the Subject: RETURN + YOUR ORDER NUMBER. All of our products are made to a very high and careful standard, and we hope that you will be happy with your purchase. However, if you are unhappy for whatever reason, you have 30 days from receipt of your order to return it. We can offer a refund of your order, but you will still have to pay for the shipping costs. The process for returns is as follows:

• Before 30 days since you receive your order, contact us at info@plaktonfootwear.com.
• Our team will email you, requesting details on how you want to proceed with the return.
• You'll be asked to pay the return cost. Once paid and the return accepted, we will contact our courier company to collect and check the status of your order.

*Please note that returned products must be unworn, unwashed, complete with all original tags, and in original and resalable conditions. Failure to meet these conditions may result in cancellation, and you will still be charged the return-associated cost.

10. When will I receive my refund?

In case of return of any product, we will make the payment of the price of the items purchased within a maximum period of 4 - 5 business days from the date we receive the package. You will receive a confirmation email when we have processed the return. The payment will be made using the same payment method that you