Platza is an online marketplace in Lebanon, connecting buyers and sellers across a wide range of product categories—all from the comfort of your home.
Frequently Asked Questions
What is Platza?
Do you have a physical store?
No, Platza is fully online. We operate exclusively as an e-commerce marketplace.
How do I place an order?
Simply browse the website, add your desired items to the cart, register or log in to your account, and follow the checkout steps to complete your purchase.
How can I contact customer support?
You can reach us via our Contact Us page or call our support center. Our team is ready to assist you at any time.
Can I communicate directly with a seller or buyer?
Yes. Please contact our customer service team and we’ll help connect you with the respective party.
How do I update my account information?
Log into your dashboard to edit your profile details. For email changes, please contact our support team directly.
Can I ship to a country different from my registration country?
Currently, we only deliver within Lebanon. However, your billing and delivery addresses can be different within the country
I forgot my password. What should I do?
Click on “Forgot Password” on the login page and follow the instructions. You can also reach out to support if needed.
What happens after I make a purchase?
You’ll receive an order confirmation and can track your shipment from your dashboard.
Why is the courier calling me?
Our delivery partner may contact you to confirm your address and coordinate the delivery time.
My order hasn’t arrived after 4 days. What should I do?
Delivery typically takes 3–5 working days. If delayed, you can track the status via your dashboard or contact us for help.
It’s been over 7 days—where’s my order?
We apologize for the delay. Please reach out, and we’ll investigate immediately. If necessary, we’ll offer alternative solutions.
What if my package gets lost during delivery?
If your order doesn’t arrive, and you paid online, you’ll receive a full refund. For cash-on-delivery, you’re not required to pay.
I received the wrong item—what now?
Contact us immediately and keep the item in its original condition. We'll ensure the issue is resolved.
Can I return an item if I change my mind?
Yes, within 3 days of delivery. Please check our Return Policy to confirm the item meets return conditions.
Can I return an item after 7 days?
Returns after 7 days are not guaranteed. We’ll contact the seller, but it depends on their individual return policy.
My item is defective—can I return or replace it?
Yes. Contact support and we’ll guide you through the return or refund process in line with our Terms & Conditions.
Will I get a full refund for returns?
- Yes, if the item is defective or incorrect. - Partial refund (item only, not shipping) if you return for personal reasons. - Refunds are processed to your card or wallet, depending on your payment method.
Can I exchange an item?
Platza does not currently support exchanges, but you may return the item and reorder a new one, per our return policy.
Is there a warranty on products?
Warranty terms vary by seller. Please review the product description carefully. Platza helps mediate disputes but is not responsible for seller warranties.
I have a complaint about a seller. What do I do?
Contact customer service. All sellers are obligated to respond to customer concerns, and we will follow up accordingly
I contacted support but haven’t received a response. When will I hear back?
We apologize for any delay and assure you that we will respond as soon as possible.
I’m unhappy with the seller’s response. What can I do?
Reach out to our customer service team, and we’ll step in to ensure your concern is addressed fairly.
I suspect the item is fake. What can I do?
We strictly prohibit counterfeit products. If you suspect this, report it immediately, and we’ll take appropriate action. A full refund will be issued if verified.
Can I delete my account?
Yes. You can request account deletion from your dashboard. We would appreciate your feedback before you go.
How do I redeem a gift card?
1. Go to your dashboard > Redeem Gift Card 2. Enter the code and click Redeem Now 3. The balance is added to your wallet and applied at checkout automatically.
How do I use a coupon code?
Enter the code during checkout in the "Coupon Code" field, then click Apply to see the discount.
What payment methods do you accept?
We accept: - Cash on Delivery (COD) - Credit/Debit Cards (Visa, MasterCard)
How long does delivery take?
Orders are processed within 48 hours and delivered within 3–5 business days.
Do you ship internationally?
Currently, we only deliver within Lebanon.
Can I track my order in real-time?
Yes. Once shipped, you’ll receive a tracking number via email and can monitor progress through your dashboard.
What if I missed the delivery attempt?
The courier will contact you to reschedule.
Can I schedule a specific delivery time?
Currently, delivery times depend on the courier’s schedule, but they will coordinate with you before delivery.
How do I add multiple delivery addresses?
Go to your dashboard > Addresses and add multiple addresses. Choose the desired one at checkout.