FAQ – Plümo Ltd

Frequently Asked Questions

Answers to the questions we're asked most about shopping with Plümo: ordering, delivery, returns and exchanges, sizing, gift vouchers and more. Can't find what you need? Email office@plumo.com or use our contact form.

We process orders quickly, but if you'd like to cancel, email us within 30 minutes of placing the order at office@plumo.com with your order number, or use our contact form. If your order hasn't been dispatched yet, we'll cancel and refund it in full. If it's already on its way, you're welcome to return it once it arrives.

We process orders quickly, so contact us as soon as possible. Email office@plumo.com with your order number, or use our contact form. If your order hasn't been dispatched, we'll do our best to update the address or make changes. Once it's on its way we're unable to intervene, but you're welcome to return it once it arrives.

Your order confirmation email contains everything: order number, items and delivery address. You can also view your order history by logging into your account on our website. To log in, simply enter your email address and we'll send you a secure PIN, so there's no password to remember.

You'll receive an order confirmation email within a few minutes of placing your order. If it hasn't arrived, check your spam or junk folder first, and if it's still missing, email us at office@plumo.com and we'll confirm your order went through.

There's nothing to set up: just check out with your email address. There are no passwords either. Whenever you'd like to view your order history or track a delivery, log in with your email used to place your order and we'll send you a secure PIN.

Yes, of course. If you'd prefer to order by phone, or just need a hand placing your order, give us a call on 0208 889 9945, Monday to Friday, 9:00am – 5:30pm. Outside those hours, you can order any time at plumo.com.

Preordering lets you buy and reserve a piece before it arrives with us. Payment is taken in full at checkout, and the expected arrival date is shown on the product page, and we aim to have your order on its way to you by then. If your order includes both in-stock and preorder items, we won't hold anything back: your in-stock pieces are dispatched straight away, and your preorder follows as soon as it arrives. You only pay postage once, and we cover the rest.

In the rare event a preorder is delayed for reasons beyond our control, we'll contact you with the new arrival date, and you're welcome to cancel if it no longer suits.

First, check your order confirmation email. If your order included a preorder item, it will be dispatched separately as soon as stock arrives (at no extra postage cost), and your in-stock pieces will have been sent ahead. If something is genuinely missing, contact our customer service team at office@plumo.com and we'll investigate right away.

Yes, you're welcome to collect your order from our office. Just email our customer support team at office@plumo.com to arrange a time. Collections are available Monday to Friday, 9:00am – 5:30pm (closed weekends).

UK (including Northern Ireland and Isle of Man)

Standard Delivery — £3.95 (approx. 3 working days)
Express Delivery — £9.95 (1–2 working days, excludes weekends). Order before 12 noon for same-day dispatch.

Europe

Standard Delivery from £15.95 depending on destination (approx. 7 working days). The exact cost is shown at checkout.

Rest of World

Worldwide Delivery — £45.00 (approx. 7–10 working days from dispatch).

Any import duties or customs charges for international orders are payable by the customer. We also run free delivery offers from time to time. Sign up to our emails to be the first to know.

UK Standard — approx. 3 working days
UK Express — 1–2 working days (order before 12 noon for same-day dispatch)
Europe — approx. 7 working days
Rest of World — approx. 7–10 working days

You'll receive a tracking link by email as soon as your order is dispatched.

Yes, we do. Express Delivery is £9.95 for UK orders, arriving within 1–2 working days (excluding weekends). Order before 12 noon and we'll dispatch the same day. Just select Express at checkout.

Yes, we're happy to ship worldwide, across Europe and beyond. Delivery costs are calculated and shown at checkout based on your destination. Please note that any import duties or customs charges are set by your local authorities and are payable by the customer, as are any return shipping costs.

We ship with Royal Mail and DHL. Standard and Express deliveries are handled by Royal Mail, while orders over £600 are sent with DHL on a next-day service. Every order is fully tracked, and you'll receive your tracking link by email as soon as your parcel is on its way.

Once your order is dispatched, you'll receive a shipping confirmation email with a tracking link. Click through at any time to see where your parcel is. Tracking can take a little while to update after dispatch, so if nothing is showing straight away, please allow 24 hours for your first scan to appear.

First, check your tracking link for the latest update, as parcels are occasionally left with a neighbour or at a local collection point. If your order hasn't arrived within the expected delivery timeframe, contact our customer service team at office@plumo.com or through our contact form. Please note that claims for lost deliveries must be made within 28 days of dispatch.

Yes, once your order is on its way, Royal Mail will send you a text message, and you can request a safe place or delivery preference directly through that link. Please note that if you choose a safe place, Plümo can't accept responsibility should the parcel be lost or stolen, and any claim would need to be raised with the courier. If in doubt, we'd always recommend delivery with a signature.

We hope you love your order, but if not, you can return full-price items within 21 days of dispatch for a refund. During sale periods, sale items can be returned within 14 days, due to high stock demand. Items must be new and unworn, complete with original packaging and all swing tags attached. Used or customer-damaged items can't be refunded or exchanged. Return postage is non-refundable.

Returns are quick and easy through our returns portal. You can choose a pre-paid label, a QR code for printer-free returns, or send the parcel back yourself. Refunds are usually completed within 10–14 days of your return arriving.

You have three options when returning through our returns portal:

Pre-paid label — £3.95, deducted from your refund. Print it at home and drop your parcel off.

QR code — £3.95, no printer needed. Choose the pre-paid label option in the portal and download the QR code from the confirmation screen once your return is complete. Show it on your phone at the drop-off point and they'll print the label for you.

Send it yourself — post your return via any Post Office. We'd encourage you to ask for a free Certificate of Posting as proof of dispatch, in case your parcel is delayed or lost. You'll find our address on the returns form emailed to you.

Return shipping costs are non-refundable, unless your item is faulty, in which case the return is free.

No, choose the pre-paid label option in our returns portal and download the QR code from the confirmation screen. Just show it on your phone at the drop-off point and they'll print the label for you.

We're so sorry. Please go to our returns portal, select the damaged/faulty option, and upload a photo and short description. We'll come back to you by email right away. If a manufacturing fault is found, we'll replace or refund the product in accordance with the Consumer Rights Act 2015.

Yes, you're welcome to drop your return off at our office, Monday to Friday, 9:00am – 5:30pm:

Plümo
10 Amhurst Terrace
Hackney
London

Alternatively, start your return through the returns portal and choose from the drop-off options there.

Yes, we're happy to exchange the same style for a different size, and we'll send the replacement out free of charge. For a different style or colour, simply return the item for a refund and place a new order.

Refunds are usually completed within 10–14 days of your return arriving with us, and go back to your original payment method. We'll email you as soon as it's processed. If it's been longer, particularly if you self-shipped your return, email your proof of postage to office@plumo.com and we'll investigate.

For hygiene reasons, creams and scents can't be returned, and tights can't be returned once the packaging has been opened. Gift vouchers are non-refundable. All other items can be returned in line with our returns policy: new and unworn, with original packaging and swing tags attached.

Each product page includes sizing information: you'll find the SIZE GUIDE link just above the size selector, with full measurements to help you compare against a garment you already own and love. If you're unsure, we're always happy to advise. Just get in touch at office@plumo.com.

It depends on the garment and how you like to wear it. For relaxed, flowing styles we'd usually suggest sizing down, and for fitted pieces, sizing up. Check the fit notes on the product page, or email us at office@plumo.com and we'll advise on the specific piece.

Care instructions are on the label inside each garment and on every product page under the Details and care tab. Many of our pieces use natural fabrics like linen and organic cotton, which reward gentle care: cool washes and air drying where possible.

Our pieces are made by skilled artisans from around the world, each chosen for their craftsmanship and care. Our own line, Plümo Studio, is designed and made in our London workshop.

Sustainability is at the heart of how we buy. We deliberately produce and purchase in small runs to avoid over-consumption, and we source ethically, working with artisans and makers we know and trust. It means some pieces sell out quickly, but we'd rather make less and make it well.

We accept all major credit and debit cards, plus Apple Pay, Google Pay and PayPal. Our store runs on Shopify, so every transaction is processed through Shopify's fully encrypted, secure checkout, and your payment details are never stored by us.

Your payment is taken as soon as you place your order, to secure your items. This includes preorders, where payment is also taken in full at checkout.

Enter your code in the "Discount Code" box at checkout and click apply, and you'll see the discount reflected in your order total before you pay.

A few things to check: codes can only be used once and before their expiry date, they can't be combined with any other offer, and they can't be applied to reduced items, gift vouchers, or sale and sample sale purchases. Codes are also case-sensitive, so it's worth copying and pasting. Still stuck? Email us at office@plumo.com and we'll help.

Only one discount code can be used per order, and codes can't be combined with other promotional offers.

Yes, we offer a 10% discount for students and NHS staff. Just get in touch with our customer service team at office@plumo.com and they'll be happy to set it up for you.

If you can select your size and add it to your bag, it's in stock. Sold-out sizes are marked on the product page. Preorder items are clearly labelled too, along with their estimated arrival date, so you'll always know before you buy whether a piece is ready to ship or on its way to us.

We buy in small runs, so some pieces won't return once they're gone, but many favourites do come back. On any sold-out item, select your size and tap "Notify me" on the product page, and we'll let you know the moment it's back, by email or text message, whichever you choose.

Yes! Our gift vouchers are delivered by email. Have one sent to yourself or schedule it as a gift to arrive in someone else's inbox on just the right day. Perfect for someone who'd love to choose their own piece.

Our team is always happy to hear from you. Email office@plumo.com or fill out our contact form and we'll get back to you as soon as possible. If you'd prefer to speak to someone, call us on 0208 889 9945 (Mon–Fri, 9:00am–5:30pm).

Our team is available Monday to Friday, 9:00am – 5:30pm (closed weekends). You can call us on 0208 889 9945 during those hours, or email office@plumo.com any time and we'll reply as soon as we're back at our desks.

We're an online store, so we don't have a shop you can browse, but if you're in London, you're welcome to collect orders from or drop returns at our Hackney office by arrangement (email office@plumo.com).

Just click "unsubscribe" at the bottom of any of our emails, or send us an email at office@plumo.com and we'll remove you. You'll still receive essential order emails like confirmations and shipping updates. (To stop text messages, simply reply STOP.)

We'd love to send you one. Sign up on our request a catalogue page and you'll be added to our next mailing. Catalogue runs are scheduled in advance, so your first copy will arrive with the next one. In the meantime, once you've signed up you can download a digital version to browse straight away.

Just fill out our catalogue opt-out form and we'll remove you from the next mailing. Please bear in mind that catalogues are scheduled and printed in advance, so you may still receive one that's already on its way, but after that, no more.

Still have a question? We'd love to help.
Email office@plumo.com or use our contact form.

Frequently Asked Questions

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