FAQ

Here you can find frequently asked questions (FAQ). we strive to provide the best customer service.but if you don’t find what you are looking for or have another question, please feel free to email us at [email protected]

Question How do I know if the items are genuine?
AnswerAll of ThePlug items are 100% authentic, guaranteed.
our team of experts inspect every item closely to make sure its authenticity .
Question Where is my order coming from?
AnswerAll are items in our website stored in one of our warehouses in Israel. having all our items on hand allows us to verify authenticity and is quality to be pristine.
Question Do you ship internationally?
AnswerYes we do ship worldwide via DHL. ThePlug orders ships over the course of two business days after an order has been processed/verified by our team.

Shipping Times:

DHL EXPRESS: Most of Europe and USA: delivery within 1-4 days, Rest of the world: delivery within 2-5 days.

DHL STANDARD: Most of Europe: delivery within 10-14 days, USA: within 6-10 days, Rest of the world: delivery within 12-16 days.

Question What is the condition of your items?
AnswerAll our items are brand new and unworn condition.
Question Am i responsible for customs duties and taxes?
AnswerVia DHL EXPRESS: All international duties and taxes are in the responsibility of the customer and are not included at checkout.

Via DHL STANDARD: Only USA  orders include the cost of taxes and duties in your order, so you won’t need to pay any additional fees. Rest of the world duties and taxes are in the responsibility of the customer and are not included at checkout.

Question How can I track my order?
AnswerOnce your order ships, you will receive an email that includes a tracking number (International shipment only)for the shipment. You can also enter the Order ID number from your order and billing email to the Track Your Order page.
Question How do I return my purchase?
AnswerWe hope you enjoy your purchase, but if you need to make a return, please follow the instructions in the return shipment form you received with the package.

Items to be returned or exchanged  must be returned in perfect, unworn, new condition unopened with all original tags attached. Packages sent without contacting us beforehand will not be accepted. Note that you must ship the item back to us within 14 calendar days from the date you received the product.

for more information you can contact are costumer support [email protected] .

Question I received confirmation that my return has been delivered. When will I receive my refund?
AnswerIt may take up to 14 business days for the refund to be issued after a returned item has been received.
Question It says my order was delivered but I didn't receive it. What should I do?
AnswerPlease email our customer relations team at [email protected] with the subject line “Missing Order.” We will work with the shipping provider to locate your package. We will contact you as soon as we have an update on the status of your package.