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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?

Paying with credit card
You can easily pay with the following credit cards: Visa, American Express and MasterCard.
The amount of the order will be charged onto the credit card right after placing the order. The data transfer is encrypted by making use of a secure SSL-transmission.

      

Payment in advance through bank transfer
You can also pay through bank transfer. Orders are processed upon payment reception. The quoted delivery times are effective after receiving the payment.

Bank transfers from outside Germany may cause additional costs which should be paid by the customer, including transaction fees.

Please transfer the sum of your order to the following bank account and give your order number as the reason for the payment (it will be sent to you by e-mail immediately after placing the order). Please make sure you write the right number and avoid blanks:

Account holder: Planet Sports GmbH
Bank: VOLKSBANK HERRSCHING-LANDSBERG-STARNBERG
IBAN: DE31700932000500068055
BIC: GENODEF1STH

Pay on delivery or by direct debit is not possible.


Payment through PayPal
Another payment method available is PayPal, which allows you safe, simple and fast payments.

Safe: Your bank or credit card details are stored only on PayPal. Therefore they won't be sent through the Internet every time you make a purchase.
Simple: With a couple of clicks your payment will be made, avoiding entering your data every time you place an order.
Fast: Payments through PayPal are really fast. This way we can process your order directly and you can get it in a shorter amount of time.

This is how it works:
- Simply open a PayPal account under www.paypal.com
- Link your bank account or credit card data to your PayPal account.
- Afterwards you will be able to pay comfortably using your PayPal account.
 

» 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.
 

» Why after 1 day haven't I received my parcel, although on the Website it was ready for shipment within 24 hours?

That information means that the item can be sent within 24 hours (only valid on working days) after receiving your order, and so then will be handed to our courier service. For payments made by bank transfer, the rule applies after payment reception.

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?

You can check the status of your order as well as the tracking ID under "My Account" anytime.If your order contains articles with different delivery times, you will receive separate parcels. In this case, you will find a tracking ID for each item within your order overview.
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 an item.

The item you ordered doens't suit you or doesn't fulfill your expectations? No problem! You can return the items within a period of 365 days and we will reimburse you the money. For more information read here.
 

» How do I get my money back after returning the goods?

In case of a return we will refund the purchase price as soon as possible. You can ensure an unproblematic and quick refund by filling out the returns note and sending it back to us. The handling of your return may take up to 2 weeks upon receipt of your parcel/bag. We usually handle reimbursements within an average period of 7 working days upon receipt of the parcel/bag. For more information please click here.
 

» 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: 08:00 a.m. - 20:00 p.m.

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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