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FAQ

» Which is the right size for me?

You can easily check our size chart to see which size would be best for you.
 

» The size selection field doesn't show all sizes. What does that mean?

Momentarily we have only the sizes visible on our website.
 

» How can I pay?

Information on the payment methods offered by us can be found on our info page How can I pay? Please note that not all payment methods listed on the info page are available for some countries or certain products. The payment methods available for your specific order will be displayed in the course of your ordering process
 

» How much does shipping cost?

All parcels are dispatched by DHL. Snowboards and surfboards are sent abroad via UPS and within Germany with DHL.

Depending on the country of destination, shipping costs are as follows:

Free Shipping for Orders of 40€ or More.
2,90€ for orders up to 40€

  Germany Austria  

Free Shipping for Orders of 50€ or More.
3,90€ for orders up to 50€

  France    

3.90 € for orders from

  Spain Belgium Italy
  Netherlands    


5.90 € for orders from

  Great Britain    

7.90 € for orders from

  Finland    
  Luxemburg    

9.90 € for orders from

  Denmark Polen Slovenia
  Greece Portugal Czech Republic
  Irland Switzerland Hungary
  Liechtenstein Sweden  
  Norway Slovakia  

19.90 € for orders from

  Gibraltar Latvia Malta
  Estonia Lithuania Cyprus

Shipments outside Germany are subject to the import tax and customs duty regulations of the destination country. Import tariffs and custom duties are raised by the corresponding customs office, and shall be borne by the consignee. Those duties are raised upon the import regulations of the country of destination. For more information, please, contact the relevant customs office.

Delivery times within Germany are 1-3 working days, and 3-7 working days to most European countries. Please note that shipping to Greece and Finland can take up to 10 working days.
 

» When will I get the order and how will it be delivered?

All parcels are sent via DHL, except for snowboards and surfboards which are sent via UPS (excluding Germany and Austria, where boards are sent via DHL). When you choose the size of an article, you will be informed when the article will be ready for shipping. The duration of shipping depends on your delivery address.

Delivery times within Germany are 1-3 working days, and 3-7 working days to most European countries. Please note that shipping to Greece and Finland can take up to 10 working days.If the stated delivery time for an item exceeds 24 hours, we will order the item for you directly from our suppliers. Once the items have been delivered to our warehouse, the usual shipping process will start. From this point you can track your order within your customer account.

In the exceptional case of one item being out of stock, we will certainly inform you as soon as possible. Our customer service representatives will be happy to help you choosing the right alternative.If you are not interested in such an alternative, we will, if neccessary, immediately refund the already paid purchase price.
 

» How can I redeem a voucher?

You can redeem your voucher at the field given on the payment page. Please note that just one voucher per order can be used.
 

» Are gift vouchers combinable?

You have two or more gift vouchers, which you would like to combine on a purchase in our shop? No problem, please follow the steps described below in order to combine your voucher credit:

1. Choose your favourite styles in our online shop.
2. During payment, please enter one of your voucher codes and choose the payment method "bank transfer".
3. Contact one of our customer service representatives via our service hotline (free of charge), or via email and state your additional voucher codes.
4. Our customer service team will get in contact with you and credit all gift vouchers to your order. Any remainder may be paid via bank transfer, in this case we will send you our bank details.

Please notice: This combination is only possible for gift vouchers. Promotional vouchers and sales vouchers are not combinable.
 

» I have forgotten my e-mail address and/or password. What can I do?

If you forgot your password, you can have it sent to the e-mail address given when registering.
If you forgot your e-mail address, you will unfortunately have to register again, as we do not have any access to your data.
 

» What happens if I'm not at home when the delivery arrives?

If when the delivery arrives you aren't at home, don't panic! The postman will leave you a card in your letter box so you can collect your parcel at the post office. Please note that only registered clients are authorized to pick up the parcel, so don't forget your ID-Card!
 

» My order has not arrived yet. What can I do?

As soon as we have handed your parcel to the parcel delivery service provider, you can look up the tracking number under "My Account". This way you can check the status of your order on the website of the parcel delivery service provide. In case we cannot fulfill an order immediately due to the desired product having to be restocked/supplied by the manufacturer, the delivery time is prolonged accordingly.
Should it happen (in an exceptional case) that your desired product is no longer available, we will of course notify you as soon as possible. Our Customer Relationship employees will gladly and competently assist you in the selection of suitable alternatives. Should you not be interested in such an alternative, we will immediately refund you any already paid purchase price. In the exceptional case of one item being out of stock, we will certainly inform you as soon as possible. Our customer service representatives will be happy to help you choosing the right alternative. If you are not interested in such an alternative, we will, if neccessary, immediately refund the already paid purchase price.
 

» I want to return something. How should I proceed?

Your ordered item does not fit or does not meet your expectations? No problem! You can return the item to us within 365 days and get your money back. Find more information here.
 

» How do I get my money refunded after a return?

In the case of a return, we will refund you the purchase price as soon as possible. The refund is done via the same payment method that you already used for your payment. The only exception is payment on delivery. In case you have paid for your order by cash on delivery, we will transfer your money back to you. In this case you should let us know your bank details.

You can ensure a smooth and fast refund by sending the purchased item back to us along with the completed return form. The processing time can take up to 2 weeks upon receipt of your package. On average, however, refunds will be made within 7 working days from the receipt of your package / your bag. You can find further information on this subject here
 

» When will my order arrive with me & how is it shipped?

You can find all information about the shipment of your order under Delivery times.
 

» Why the item I have ordered is now sold out?

In the exceptional case of one item being out of stock because of high demand, we will certainly inform you as soon as possible. Our customer service representatives will be happy to help you choosing the right alternative.
 

» Why does my item look different that the one I saw on the Website?

When you want to test an item in a different size or colour, please redo your order in our online shop. You can immediatly see if the item is still available. Please do not send your request of replacement in your packet of return. Your desired product could be out of stock when the packet arrives.
 

» I've paid by bank transfer but one of the items I have ordered is no longer available. What happens with my money?

In that case of course you will get a refund. In order to do that, we will need your bank data (Account holder's name, IBAN and BIC codes).
 

» You haven't received your confirmation e-mail, are waiting for your order or have a general question?

If so, please contact our Customer Support Team under support@planet-sports.com or by calling to our free hotline numbers::
Great Britain:08081017359
Belgium:0800 - 77751
France:0800 - 919596
Germany:0800 / 5490 940
Netherlands:0800-0231141
Italy:800 - 870170
Switzerland:0800 - 561707
Spain:900994916
Austria:0800 - 297294
For all other countries, the following payable number is available: 0180-549 0940 4)

Mo-Sa: 09:00 a.m. - 20:00 p.m.

On universal bank holidays our services are unfortunately not available.

We will assist you as soon as possible.

14 cents per minute (including VAT) from German landlines - 42 cents per minute (including VAT) from mobile phones. Prices may vary when calling from outside Germany.
 

» Why do I have to create an account?.

A customer account is not only necessary to place an order, but it also offers considerable advantages. On your account you will be able to check your current orders, manage your delivery address, check your payment method, use your wish list as well as change your personal data and account configuration.

 

» Will the contract text be saved?.

We save the contract text, the order information will be sent to you via email. You can access our terms and conditions at any point through the following link http://www.planet-sports.com/en/conditions.html. At any time after submitting your order you can view the order information at "My account".

   
         
 
 
 

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