Frequently Asked Questions

Authenticity is the foundation of everything we do. Every bag and accessory we offer is examined by our in-house team before listing. We assess craftsmanship, hardware, stitching, materials, date codes, serial numbers (where applicable), stamps. If we have any doubt about an item’s authenticity, it does not enter our inventory (if there are any - they will be destroyed).

The PLAMEXS Control Form is a digital document (PDF) that accompanies every order. It is prepared individually for each item and includes the key points we verified.
You will receive your Control Form by email after your order is confirmed (within 48 hours).

Currently, the Plamexs Control Form is provided in digital format only. This allows us to keep a clean, verifiable record for every piece we sell and to send it to you instantly. If you require a printed copy for personal records, you are welcome to print it at your convenience.

If you ever have questions about an item you purchased from us, please contact us at support@plamexs.com - anytime. We stand behind every piece we sell, and we offer a lifetime return/refund policy should any item we sell prove to be non-authentic.

Each listing includes a detailed condition description and multiple (actual) photographs. We use the following condition grades:

• Excellent - very minor signs of wear, near-perfect condition.
• Very Good - light signs of use, no significant flaws.
• Good - visible signs of wear consistent with normal use.
• Fair - the item shows significant signs of wear and may require repairs or restoration; there are visible flaws, such as stains, tears, or missing parts, and the item may have worn areas that affect its functionality - priced accordingly.

We disclose every flaw we observe so you know exactly what you are buying.

If you need additional photos or videos, please feel free to reach out to us on Instagram @plamexs, by email at support@plamexs.com, via WhatsApp at +359 894 840 825 or +359 893 711 756, or through the live chat on our website.

Browse our collection, add the items you love to your cart, and proceed to checkout. Each item we sell is one-of-a-kind, so once it is in your cart we recommend completing your purchase quickly to secure it.

• Stripe
• PayPal
• Maestro
• Mastercard
• Visa
• Visa Electron
• Bank Transfer

All transactions are processed through secure, SSL-encrypted and PCI-compliant payment gateways.

Items cannot be reserved.

Selected items can be purchased through our price suggestion feature. To submit a suggestion, click the Make an Offer button on the product page and follow the on-screen instructions. We will receive your message by email and our team will carefully review it.

Our team will respond by email, typically within 24 hours on business days, with one of the following:

• Acceptance - we will issue a personalized discount code that brings the price down to your suggested amount, allowing you to complete your purchase at checkout.
• Counter-proposal - if we cannot accommodate your suggested price, we may issue a personalized discount code at a different price we are willing to offer. You are free to use the code or to disregard it.
• Decline - for some items we may not be able to offer a discount, in which case the listed price applies.

Please note:

• Not all items are eligible. The Make an Offer button will only appear on eligible products.
• Neither your price suggestion nor our reply constitutes a binding sale. The sale is finalized only when you complete checkout on our website using the discount code.
• You are under no obligation to use the code we issue, and we are under no obligation to accept any subsequent suggestion from you.
• Discount codes are personal, single-use, time-limited (typically valid for 48 hours), and apply only to the specific item for which they were issued.

Yes. You will receive an email confirmation immediately after placing your order, followed by a shipping confirmation with tracking details once your item is dispatched (via DHL Express).
Your PLAMEXS Control Form will be sent separately by email (within 48 hours from your order).

If you need to cancel or modify your order, please contact us at support@plamexs.com as soon as possible. We will do our best to accommodate the change provided your order has not yet been shipped.

We ship worldwide. Whether you are in Europe, North America, Asia, or anywhere else, we deliver directly to your door.

Shipping is free on every order, worldwide, with no minimum order value and no hidden delivery fees at checkout.

Estimated delivery times after dispatch:

• Bulgaria: 1-2 business days
• European Union: 1-3 business days
• For shipments outside the European Union, the delivery time may vary depending on the destination country and local customs procedures.

Orders are typically dispatched within 24 business hours of payment confirmation, excluding orders placed on Fridays after 11:00 AM, as well as weekends (Saturday and Sunday) and official holidays - non working days for DHL in our country.

Yes. All orders are shipped with fully tracked delivery. You will receive your tracking number by email as soon as your parcel is on its way.

Orders shipped within the European Union include all applicable taxes and are not subject to additional duties.

For orders shipped outside the EU, the recipient may be responsible for customs duties, import taxes, or local fees (these are the responsibility of the buyer) imposed by the destination country.These charges are determined by your local customs authority and are not included in the order total.

We recommend checking with your local customs office before placing an order if you are unsure.

International shipments may occasionally show delays in tracking updates, especially while in customs clearance. If your tracking has not moved for more than 3 business days, please contact us at support@plamexs.com and we will investigate with the carrier.

We accept returns within 30 days of delivery. For security and tracking purposes, returns are accepted only via DHL Express.

To be eligible for a return, the item must be in the same condition you received it, unused, with all original packaging (where applicable), and any accompanying materials included, as well as with the Plamexs tag attached to it.

To start a return, contact us at contact@plamexs.com within 30 days of receiving your order. Please include your order number and the reason for the return. We will respond with return instructions.

The customer is responsible for return shipping costs, unless the return is due to an error on our part or an item that was misrepresented in our description/photos. For security and tracking purposes, returns are accepted only via DHLExpress.

Once your return is received and inspected, we will notify you by email. Approved refunds are processed within 48 hours to your original payment method. Depending on your bank or card issuer, it may take a few additional days for the refund to appear on your statement.

Because each item we sell is one-of-a-kind, we do not offer direct exchanges. If you would like a different piece, please return your original item for a refund and place a new order separately.

To preserve the beauty and longevity of your piece, we recommend the following:

• Store your bag in its dust bag when not in use, in a cool, dry place away from direct sunlight.
• Avoid contact with water, oils, perfumes, and abrasive surfaces.
• Use a tissue paper or fabric stuffing inside structured bags to help them keep their shape.
• Clean leather only with products specifically designed for the material; when in doubt, consult a professional.

We do not currently offer in-house restoration services. If you have specific care or repair questions about an item you purchased from us, please contact us at support@plamexs.com and we will be happy to recommend trusted specialists.

Yes. We use industry-standard SSL encryption to protect all data transmitted through our website. We never share your personal information with third parties for marketing purposes. For full details, please see our Privacy Policy.

All payments are processed through secure, PCI-compliant payment gateways. PLAMEXS does not store your full credit card details on our servers.

We are happy to help with any question about our items, your order, or anything else.

• Email: support@plamexs.com
• Phone: +359 893 711 756
• WhatsApp: +359 893 711 756; +359 894 840 825

Address: Koevo 3, Varna, Bulgaria