Get help with an order
If something's wrong with an order from a maker on Plukio, ask for help from your order page. Your message goes to the maker first, and if it isn't sorted, a person at Plukio can step in and decide.
Opening help
On your order page, press Get help with this order at the top. The button is violet when your order is late, and outlined once it has shipped.
While your order is on time and hasn't shipped, the button isn't there yet. In its place, your order page says when it will be, for example "If it hasn't shipped by Wednesday, you can ask for help here."
Help needs a Plukio account, because your request goes to the maker in Messages. If you checked out as a guest, you're asked to sign in with the email you ordered with, and the order joins your account.
Choosing a reason
| Reason | When you can choose it |
|---|---|
| It hasn't arrived | Once the ship-by date has passed and the order hasn't shipped, or 10 business days after it shipped. An older order with no ship-by date: 10 business days after you paid. |
| It arrived damaged | Once the order has shipped. |
| It isn't what was described | Once the order has shipped. |
An order of only digital downloads offers just It isn't what was described. A reason that isn't open yet shows the date it opens.
The maker's 48 hours
You write a message saying what's wrong. It goes to the maker in Messages with your order attached. They have 48 hours to ship it, refund you or reply.
When it's sorted, press It's sorted on your order page. You can do that at any time, and the request closes.
Asking Plukio to step in
If it isn't sorted after 48 hours, press Ask Plukio to step in on your order page. You can do this up to 30 days after you opened help.
A person at Plukio reads the order and the messages between you and the maker, then decides within 5 business days (Monday to Friday). Your order page and your receipt email show the date Plukio decides by. Plukio decides one of these:
- a full refund;
- a partial refund;
- closing the request, with no refund.
You and the maker both get an email with the decision and Plukio's note. A refund usually reaches your card in 5 to 10 business days.
When help isn't available
- Help opens up to 90 days after you paid.
- An order with a card dispute can't open help, because the bank decides then. If a dispute opens while you have a request open, the request closes.
- An order refunded in full closes its request.
Once a request ends, you can open help again if the order still allows it.
Plukio doesn't offer its own purchase protection: the maker stands behind what they sell, and Plukio decides only when you ask it to step in.
Emails you get
| When | |
|---|---|
| You open help | You asked (the shop) for help, a receipt with when the maker's time ends. |
| 48 hours pass and it isn't sorted | You can ask Plukio to step in |
| You ask Plukio to step in | Plukio is looking at your order, a receipt with the date Plukio decides by. |
| Plukio decides | The decision, with Plukio's note. |
See also Returns and refunds and Emails about your order.
Last reviewed October 18, 2026