Frequently asked questions (FAQ)
Shipping and Delivery
How much does shipping cost?
All parcels are dispatched by DHL. Snowboards and surfboards are sent abroad via GLS 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€ to Germany and Austria.
Free Shipping for Orders of 50€ or More.
3,90€ for orders up to 50€ to Belgium and France.
3.90 € for orders from Spain, Italy and Netherland.
5.90 € for orders from Great Britain.
7.90 € for orders from FInland and Luxenburg.
9.90 € for orders from Denmark, Poland, Slevenia, Greece, Portugal, Czech Republic, Ireland, Switzerland, Hungary, Liechtenstein, Sweden, Norway and Slovakia.
19.90 € for orders from Gibraltar, Latvia, Estonia, Lithuania and 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 GLS (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.
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.
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 firstname.lastname@example.org or by calling to our free hotline number: +4420-34995252*
We will assist you as soon as possible.
*Mo-Sa: 09:00 a.m. - 20:00 p.m.
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.
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!
How can I pay?
For the payment in our online-shop, you can choose between the listed payment methods. Please note, that not all payment methods are available for orders in some countries and for particular products. The payment methods available for your specific order are shown to you during your order process.
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 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.
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.
Payment in advance through bank transfer
You can also pay via 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 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
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.
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.
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.
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.
Are my payment data secured, so that they aree not visible for third parties when transmitted?
All personal information such as address or details of your credit card are processed and encrypted with the "Secure Socket Layer" (aka SSL) and they are therefore safe, access-protected and secured during the transmission on the Internet. They merely serve to process the order, payment and marketing activities under your account at Planet Sports.
We use Secure Sockets Layer ( SSL ) encryption technology to securely transmit your personal information, including your credit card number to our payment providers. SSL encryption is visible at the top of your browser (to the left of the URL) by displaying https ''Hypertext Transfer Protocol Secure'' in green with a corresponding lock or key indicator. It is also possible that these indicators are located on the bottom status bar of your brower window (depending on browser version and setup).
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 is privacy?
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/terms-and-conditions. At any time after submitting your order you can view the order information at "My account".
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.
You still have a question?
You have a question about a product, your order or a general topic?
You can easily contact us with our contact form. Our Customer Relationship Team will usually give you an answer within 24 hours.