Shipping policy
Shipping Policy
Thank you for shopping with Plumly. We ship worldwide. Please read this policy carefully before placing your order.
Order Processing
All orders are processed within 1 to 3 business days (excluding weekends and public holidays) after payment is confirmed. You will receive an email confirmation when your order is placed, followed by a second email with tracking information once your order ships.
During high-demand periods, sales, or holidays, processing times may be slightly longer. We will notify you by email if there is a significant delay.
Shipping Times
Estimated delivery is 2 to 30 business days after dispatch, depending on your location.
This is an estimate only and is not guaranteed. Actual delivery times may vary due to carrier delays, customs clearance, weather, public holidays, or other factors outside our control. Plumly accepts no liability for delays once an order has been handed to the carrier.
Tracking Your Order
Once your order ships, you will receive a tracking number by email. Please allow up to 2 business days for tracking to begin updating after dispatch. If your tracking has not updated after 7 business days, contact us at support@tryplumly.com and we will look into it.
Customs, Duties, and Taxes
Plumly is not responsible for any customs fees, import duties, or taxes that may be applied by your country upon delivery. These charges, if applicable, are the sole responsibility of the customer. We have no control over customs processes and cannot predict whether or when fees will apply.
Lost or Missing Orders
If your tracking shows your order as delivered but you have not received it, please first check with household members, neighbors, and your building's mailroom or front desk, and confirm the shipping address on your order. If your order remains confirmed undelivered after 7 business days from the marked delivery date, contact us at support@tryplumly.com and we will open an investigation with the carrier.
We are unable to issue any refund or replacement until an order has first been marked as delivered by the carrier. If a package is still in transit, we cannot issue a refund or replacement regardless of the time elapsed, as delays beyond our estimated window can occur.
Incorrect Shipping Address
It is the customer's responsibility to provide a complete and accurate shipping address at checkout. Plumly is not responsible for orders delivered to an incorrect address entered by the customer. If you notice an error, contact us immediately at support@tryplumly.com. We will attempt to correct the address only if the order has not yet shipped, and we cannot guarantee changes once fulfillment has begun.
Damaged in Transit
If your order arrives visibly damaged, contact us at support@tryplumly.com within 48 hours of delivery with your order number and clear photos of the damage and packaging. We will review each case and arrange a replacement or refund at our discretion.
Hygiene and Sealed Products
Plumly products include lip applicator devices and skincare serums that are classified as personal hygiene and cosmetic products. For health and hygiene reasons:
Once a product has been opened, unsealed, or used in any way, it is non-returnable and non-refundable under any circumstances.
This applies regardless of the reason for the return request. An opened lip roller or serum cannot be resold and poses a hygiene risk to others. We enforce this policy strictly and without exception.
If you receive a product that is defective or incorrect and it remains sealed and unopened, contact us within 7 days of delivery to arrange a return or replacement.
Refund Eligibility Summary
| Situation | Eligible for Refund or Replacement |
|---|---|
| Order in transit, not yet delivered | No |
| Order delivered, unopened, defective or incorrect | Yes, within 7 days of delivery |
| Order delivered, product opened or used | No |
| Order delivered to wrong address due to customer error | No |
| Order damaged in transit, reported within 48 hours | Case by case |
Contact
For any shipping-related questions, contact us at support@tryplumly.com. Please include your order number in all correspondence so we can help you as quickly as possible.