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FAQs
FAQs

creating an account

How do I create a PLANET account?
At the end of placing your order, you’ll have the opportunity to register with us in order to be able to retrieve your details and chosen delivery address – on this page you have the opportunity to click “remember me” – this will ensure you can progress through the checkout very quickly when placing your next order. You will also be asked to set up a username and password to access your account for security purposes. Each time you wish to place an order you will be asked to enter your username and password, and this will take you into your account.

What are the benefits of setting up a "My Account" on your site?
Creating an account will allow you to:
  • Enjoy a much quicker checkout
  • Save as many addresses as you wish and select them at checkout
  • Save items to your wishlist as you browse our site and then email this list to your friends and family

  • What is my username?
    We recommend that you select to use your email address as your username – but this is not mandatory. However, you do require an email address to set up an account.

    What do I do if I have forgotten my password?
    Simply click the “forgotten password” link on the Sign In page or at the bottom of the View Basket page if you have any items in your basket – and we will immediately re-set your password and send you an email containing the new password. Alternatively, please contact Customer Services on (+44) 0844 770 5838 (Opening hours are: Monday – Saturday 9.00am – 5.30pm and Sunday 11.00am to 5.00pm) and we will reset your password for you and send you an email.

    Do I need to register to shop?
    No, it is not necessary to register but you will get benefits if you do register. Registering with us simply helps us to make the ordering process as quick and easy as possible and allows you to keep track of your orders online.


    MY DETAILS

    By registering, will I automatically receive marketing emails from you?
    No, not unless you sign up to our newsletter. If you do sign up, you can ask to be taken off our mailing list at any time.

    By registering, will you pass my details on to any other companies?
    No, we will not pass your details on to other companies.

    How do I subscribe to planet newsletter?
    It's really easy! Just use the newsletter option at the top of every page or click on the link on the home page. Once you have subscribed to the Planet newsletter you will be the first to know when we release our new collections, get online exclusive discounts, promotions and competitions – it pays to be in the know.

    How do I unsubscribe from planet newsletter?
    If you decide that you no longer want to receive our weekly email newsletter you can unsubscribe at any time. Simply click on the unsubscribe link at the bottom of our email newsletters.

    How do I change my address?
    If I have already purchased from our website and you wish to place another order but you need to change your address or other details simply sign into the website and access "My Account" and then click the "My Address Book" link to amend your details.

    What do you do with my personal details and are they secure?
    We know how important it is to securely store any information that you provide. We maintain the highest levels of security at all times. Our site uses high-level SSL (secure socket layer) encryption technology, the most advanced security software currently available to scramble your sensitive data when you transmit it to us. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously. To check that you are in a secure area of our site you will see the padlock on the address bar, when you move into ‘checkout’ Planet confirms that any personal information you supply us with will only be used in accordance to the registration we have with the Information Commissioners Office. It will only be used for:

  • Processing your order
  • Statistical purposes for improving our service
  • Administering the web site
  • Providing web site content and advertisements to you
  • For further information regarding Planet Privacy Policy, please read our Privacy Policy.

  • ORDERS

    The ordering process should be easy to follow as you move through the site. If you see an item that you like and wish to buy, simply use the "Quick Info" link that is displayed when you roll your mouse over the small item image, select your size and click "Add To Bag", alternatively click on the product image and you will be presented with a product page detailing all the information regarding your preferred item, then simply select your size and click "Add To Bag".

    If you do have issues with ordering or anything is unclear, please email Customer Services or call 0844 770 5838 and they will be able to talk you through the process.


    How do I pay for my order?
    We accept online payment in a secure environment by credit card. We currently accept Electron, Maestro, Visa Credit & Debit and MasterCard. If you wish to store your card details for a quick checkout for subsequent orders, you can easily and safely do this by creating a Quick Checkout Profile which can be found in the "My Account" area of the website, once you have signed in.

    Can I change or cancel my order?
    Once you have received a confirmation for an order, it is not possible for you to change or cancel your order until you receive your items. You can then return any items within 14 days. Please consult our Returns Policy for further details.

    How do I use a promotional code when ordering?
    If you have a promotional code, please enter it in the space provided at the checkout when asked to do so. Please note that only one promotion code may be used at a time.

    Can I use gift vouchers I have received in store or at an event online?
    Not at this time.

    What if I would like to talk to someone before I place my order?
    Simply call our Customer Service line on (+44) 0844 770 5838 who will be able to advise you regarding any questions you may have. Please note this line is currently only open Monday – Saturday 9.00am – 5.30pm and Sunday 11.00am – 5.00pm.

    How do I order a product that is out of stock on the online shop?
    Please either visit one of our stores or contact our Customer Services team on (+44) 0844 770 5838 who will try to locate the stock for you, subject to availability.


    DELIVERY

    Do we deliver to your address?
    We deliver to most postal areas in the UK, including Channel Islands and BFPO addresses. We also deliver to the following non UK countries; Ireland, Belgium, France, Germany, Netherlands and Spain .

    Can we deliver to a different address than your billing address?
    You can specify delivery address when you place the order.

    When and how will my order be delivered?
    Stock permitting, all orders placed online are usually despatched to arrive with UK customers within 5 working days from when the order was placed. Please note that during Sale and promotions, delivery may take slightly longer due to increased demand.

    Which courier company do you use?
    Our main courier is Hermes in the UK; however we occasionally use other reputable courier services when necessary.

    What happens if I am out when you deliver?
    Hermes will leave a delivery note at your designated delivery address confirming they have attempted a delivery. They will then attempt to contact you to rearrange delivery. There is also a contact number on the delivery note which you can contact to arrange a delivery time suitable to you. However, when placing an order it is helpful to include an address where you will be able to receive the parcel during business hours, which can be different from your billing address. Why not consider having your order sent to your work address or a relatives address? It is quick and easy to set up new delivery addresses when you are placing an order or if you have registered with our website you can save all your addresses in your own unique Address Book which can be found in the My Account area of the website once you have signed in.

    How can I track my order?
    A tracking email will be sent when your order is shipped with our carrier. This tracking email will be sent separately from our confirmation of despatch email. It will detail your tracking number for the parcel and a portal where you can track the progress of your order. If your order contains 2 or more parcels a separate tracking email will be sent for each parcel shipped.

    How can I track my order?
    A tracking email will be sent when your order is shipped with our carrier. This tracking email will be sent separately from our confirmation of despatch email. It will detail your tracking number for the parcel and a portal where you can track the progress of your order. If your order contains 2 or more parcels a separate tracking email will be sent for each parcel shipped.

    Delivery charges are as follow:
    A tracking email will be sent when your order is shipped with our carrier. This tracking email will be sent separately from our confirmation of despatch email. It will detail your tracking number for the parcel and a portal where you can track the progress of your order. If your order contains 2 or more parcels a separate tracking email will be sent for each parcel shipped.

    Delivery charges are as follow:

    Region Option Delivery charge
    UK including Channel Islands, Isle of Man, Highlands, Scilly Isles and Northern Ireland Standard Free P&P
    Express £5.00

    Do you deliver outside the UK?
    We deliver to the following non UK countries; Ireland, Belgium, France, Germany, Netherlands and Spain.

    What do I do if my order doesn't arrive?
    If you have not received your items within 7 days please contact our Customer Services team on 0844 770 5838 between Monday - Saturday 9.00am - 5.30pm and Sunday 11.00am - 5.00pm and we will investigate the matter for you. Alternatively, use the tracking number given with your order to track the parcel.

    RETURNS & REFUNDS

    How do I return a product and get a refund?
    If you are not entirely satisfied with your order, you may return the products to us within 14 days of receipt. We will give you a refund provided that the products are returned complete, in perfect condition, unused, and with the original packaging. Please include the returns slip which was sent in your original delivery.

    See details on ‘How to return products to us’ below:

    Please take time to read our garment care information provided with your order, as we cannot accept items for a refund or exchange if they have been damaged in the wash.

    Jewellery, swimwear and hosiery items cannot be returned unless faulty.


    Can I return webstore purchases in a store or concession?
    We regret that products purchased through this site cannot be returned to Planet stores or concessions, only to Planet online using the returns slip with your original delivery.

    Can I obtain a refund on sale items?
    You can obtain a refund on sale items as long as you return the goods within 14 days of delivery.

    What do I do if I have received the wrong item?
    We take extreme care when selecting your order from you, so hopefully this would not ordinarily happen. However, if this does happen you should return the wrongly shipped item to us for a full refund. We will refund the payment card the price paid for the item on receipt of the returned item. Please see Returns for details on how to return your order.

    What do I do if you have not sent me one of the items I ordered and I no longer want the other items?
    We would try to contact you prior to dispatching your order if we cannot fulfill any item in the order you have place. However, if we have not been able to contact you and on receiving the other goods you decide that you do not wish to keep them then you may return them to us for a full refund. Please see Returns for details on how to return your order.

    To return any products to us, please:
    Complete the bottom section of the delivery note (which comes with your order) and clearly mark that you would like a refund. Pack the items back in the parcel along with the slip, attach the address label and take to a post office. The parcel remains the customers’ responsibility until it reaches us. Customers will receive an email confirming receipt of their parcel once it has been accepted back into our warehouse. All returned orders must include any free or promotional products that were sent as part of the order.

    Will you send me confirmation when you receive my parcel?
    You will receive an email upon receipt of the returned items and also when the refund has been made. Please note that we usually process a refund or exchange within seven working days of receipt of your return. Therefore, please do not contact us until five working days have passed since we received your return. If it has been more than seven days since we received your return, please email Customer Services or call 0844 770 5838.

    When will I receive my refund?
    Please allow seven days from when you returned your order to allow us to process your refund. After the order has been processed, please allow another 5-10 days for the refund to be credited to your bank account. If you are still concerned about your refund please email Customer Services or call 0844 770 5838.

    Can I obtain a refund on sale items?
    You can obtain a refund on sale items as long as you return the goods within 14 days of delivery.

    Can I order from Planet and collect from a store?
    Unfortunately, this is not possible at this time..

    Are your stores open on Bank Holidays?
    Most of our stores are open on Bank Holidays; please click here for contact details for your local store.

    What if I would like to talk to someone before I place my order?
    Simply call our Customer Service line on 0844 770 5838 who will be able to advise you regarding any questions you may have. Please note this line is currently only open Monday - Saturday 9.00am - 5.30pm and Sunday 11.00am - 5.00pm.

    How do I order a product that is out of stock on the online shop?
    Please either visit one of our stores or contact our Customer Services team on 0844 770 5838 who will try to locate the stock for you, subject to availability.

    Can I use gift vouchers I have received in store or at an event online?
    Not at this time

    Do you have an online loyalty scheme?
    Not at the moment. If you were a member of our old online loyalty scheme which was discontinued September 2010 and have questions about this, please contact our Customer Services Team.

    Who do I contact if I am interested in working for Planet?
    Please click here to view our careers page.



    our sizes

    I need help with sizing details
    Planet has developed a useful size guide to assist you with sizing details. Please view our Size Guide . If you are having trouble with the size guide or would prefer to talk to someone in person, then please phone our Customer Services on (+44) 0844 770 5838. There is also a link to our size guide on each page.


    CONTACT US

    How do I contact Precis?
    We are always happy to assist with any queries or questions and to receive feedback or comments relating to any aspect of our products or services. If you wish to contact us, please do so using any of the following means:

    By email:
    For order enquires: customerservices@planet.co.uk
    For all other Customer Services related enquiries: customercare@planet.co.uk


    By telephone:
    0844 770 5838

    Monday – Saturday 9.00am – 5.30pm
    Sunday and selected Bank Holidays 11.00am - 5.00pm

    Calls cost 5p per minute from a BT land line;
    calls from other service providers may differ.


    By post:
    Planet,
    Jacques Vert Group,
    Webber Pavilion,
    Seaham Grange Industrial Estate,
    Seaham,
    County Durham,
    SR7 0PZ



    LOYALTY SCHEME

    Do you have an online loyalty scheme?
    Not at the moment. If you were a member of our old online loyalty scheme which was discontinued September 2010 and have questions about this, please contact our Customer Services Team.


    CAREERS

    Applying for vacancies
    Please click here to view our careers page.