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FAQ

My account

How can I register?

In the upper right menu bar of our website, you will see a buttonsaying "My account". Triggering it with your mouse, a windows appears, in which you have to press “Are you a new customer? Register now”. Then you enter your e-mail address and a password of your choice ... It's that easy!

What is my account?

It's a personal area in which, once registered, you can review your prior orders, undertake new orders and easily ask questions about your orders.

How can I log into my account?

In the upper right menu bar of our website, you will see a button saying “My account”. You simply enter your e-mail address and the password you registered with and click on “Log in now”.

Can I change my password?

Yes, you can easily change the password in your account in the section “My details” and "User details". You will be asked your current password and a new password of your choice.

Can I change my name?

Yes, you can easily change your name in your account in the section “My details” and "User details".

What if I forget my password?

If you don't remember your password, at the log-in window, click on ”Forgot your password?” and enter your e-mail address. You will receive a new password to access your account.

How can I enter or change my personal details and address?

Once you registered and logged-in, you can access all your personal details clicking on “My account” and enter or change them yourself. In the section “User details" you find your name, telephone number, e-mail address and password and in "Shipping address" the address to which we will ship your orders.

How can I log out?

In order to log out of your account, trigger “My account” in the upper right menu bar with your mouse and click on “Log out”.

Once registered, am I going to receive e-mail notifications?

Yes, when registering on our site, you automatically subscribe to our newsletter. Therefore, we will send you e-mail notifications containing offers and promotions.

How can I unsubscribe from the newsletter?

If you don’t want to receive any e-mail notifications, you can unsubscribe from our newsletter clicking on the correspondent link at the bottom of any of our emails.

How to order

How can I find products on the website?

On our website, there are several categories in which all products are organized. You can search through the category you are interested in or by entering a product name in the search bar in the top center of the page.

How can I find out about details of a product?

Clicking on a product you can consult all the features and the price of each item. In case you don't find the specific information you need, you can send us a message through the “Contact” form or an e-mail to help@planetahuerto.co.uk and we will respond as soon as possible.

How do I know if a product is available?

Once you click on a product you can see on the right hand side if we have them in stock or if we have to contact the provider to check the availability. In both cases, the displayed delivery date is calculated taking into account the availibility of the product.

Can I order a product which is sold out?

In the case of products which are out of stock, they can not be acquired through the website. However, you can send us an e-mail to help@planetahuerto.co.uk and we will check the availability for you.

Can I order products other than those on the website?

If you are interested in a product which we don’t have on our webiste, you can contact us via e-mail help@planetahuerto.co.uk and we will try to negotiate with the provider. We will answer as soon as possible indicating all the information on this article.

How do I order?

To untertake an order, you must add all the products that you are interested in to the shopping cart. Click on the shopping cart (the orange box on the top right of the website) and follow the steps to untertake the order.

How can I check the status of my order?

In order to check the state of your order, you can access the section "Order status" in the top center of the web page. Enter the order number and you will see the delivery information and the data from the local transport office if you need to agree on a specific delivery date.

Can I remove/add a product or cancel the order?

Yes, once you've undertaken the order, it can stillbe changed or canceled before being sent by calling our customer service +44 2036955552 or by sending us an e-mail to help@planetahuerto.co.uk. Calls can be answered Monday to Friday from 9am till 2pm.

Payment & Returns

How can I pay?

To realize the payment of your order, you can pay by credit card or PayPal.

How do I pay by credit card?

If you choose to pay by credit card, you can pay completely safe through our website entering the following necessary information:

  • Credit card number
  • Card holder
  • Date of Expiry
  • CVV (Three-digit security code on the back side of the card)

Which credit cards cannot be accepted?

Credit cards which are not supported by our system are: American Express, virtual cards or other foreign cards.

How do I pay via PayPal?

After the last step of the order process, you will be redirected to the PayPal website where you can undertake the payment.

What can I do if I had a problem with the payment by credit card or via PayPal?

If you have had any problems with the payment and it has not been completed successfully, you can contact our customer service +44 2036955552 or send an e-mail help@planetahuerto.co.uk and we will solve the problem as soon as possible.

The payment of my order has not been completed successfully, nevertheless I received a confirmation of the order. What happened?

The e-mail you received is sent automatically when you finish the last step of the order process. This is why you receive it, although the payment is not completed.

To ascertain whether the order is paid correctly, you can contact our customer service +44 2036955552 or send an e-mail help@planetahuerto.co.uk and we will check for you.

I have a voucher, how can I redeem it?

In the third step of the purchase, before you choose the payment method, you see a box where you can

enter the discount code.

Can I return an item? What do I have to do?

If you would like to return one or several items, you have to fill in this form:

As soon as we receive your enquiry, our customer support department will contact you to inform you about the necessary steps to proceed with the return.

In any case, we will take care of the recollection of the item. I.e. the goods will be collected from your home address.

If you want to return items due to your own reasons (i.e. the item is neither defective, damaged nor an incorrect item) we can accept your return within 14 days of delivery. (Valid if in accordance with the Spanish law 3/2014 of the 27th March of trade regulations) We will refund the value of the goods, as soon as the goods enter our warehouse in the same condition as at the time of acceptance. The goods have to be packed in the same packaging. The client has to bear the expenses for the return transport which amount to 7.95£*.

* The amount of return costs can vary in certain cases. If so, we will inform you within the process of return.

Shipping

What are the shipping costs?

The costs of shipping to the United Kingdom are 7,95£.

However, an exception are articles which are sent directly from the producer. The shipping costs of those articles depend on various factors and are indicated when you view the product on your website.

Furthermore, there are products which have different shipping costs due to their exceeding weight. The costs vary with the type of article, but they are indicated when you view the product on our website.

How do you ship my order?

All orders are delivered by the carrier to the shipping address indicated when ordering. You will receive a notification about the date of delivery. If any problems arise, you can contact the carrier at any time.

What if not me but someone else is at home?

If there is someone on-site to receive the order, this person has to sign the delivery note for you.

What if no one is at home?

If there is no one on-site to receive the order, we will be notified of your absence and you will receive the details of the post office, to which your parcel has been brought. You can call there to arrange a new delivery date.

What if at second attempt of delivery no one is at home?

If the second attempt to deliver the order is unsuccessful, too, contact the correspondent post office to arrange one last attempt for the delivery.

Can I choose the time of delivery?

The transport company sets a route along which the parcels are delivered, i.e. it is unfortunately not possible to choose the time of delivery. However, you will receive a notification about the date and estimated time of delivery. In case you cannot be at home to receive your order at that time, you can contact the correspondent carrier and arrange another day for the delivery.

How long will my order take to arrive?

Either we have the product in stock or we need to order it from the producer which leads to a later date. Once you have placed an article in the shopping cart, you will see the estimated date of delivery according to the availability of the product. If we find any problems with the delivery of your order, we will contact you immediately.

The shipping to the UK generally takes between 5 and 6 working days, if we have the article in stock.