We work every day to provide the best possible service to our customers. Here are the answers to the most common questions about shipping and returns, but you can contact us to clarify any of these points or to receive more information:
Shipping and Returns
How much are the shipping charges?
The costs of shipping to the United Kingdom amount to 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.
Are returns accepted?
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.
1. Return because of the customer's decision
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 30 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.
2. Damaged products
If the return is due to the product being damaged or broken due to transportation, a return can be requested within the first 30 calendar days from the date of the receipt. However, as ordered by the Law of Land Transportation Ordinance 15/2009 of November 11 art. 60., you must make it appear on the delivery note in case the damage is notable on the box (or within a maximum period of 48 hours before Planeta Huerto). In the event that the damage is hidden (ie not apparent at the time of receiving the shipment) it must be communicated within the first 7 calendar days from receiving the order.
In this case, we will request photographs of the damage in order to file a complaint the shipment to the transport company.
3. Incorrect products
In the event that the return is due to the product received is not the requested, a return can be made within the first 30 calendar days from the date of receiving the parcel. However, you must notify us as soon as possible in order to process the shipment of the correct product. You will not have to pay for return fees.
4. Products with incorrect / incomplete information
If the return is due to the product received does not conform to the information indicated on the website, a return can be made within the first 30 calendar days from the date of receipt. However, you will have to communicate it to us as soon as possible in order to process it. You will not have to pay for return fees.
5. Defective products
In the case of defective products, the customer has a right of withdrawal of 14 calendar days from receiving the order (as long as it is a defect of the product or of manufacture). After 14 days from receiving the merchandise, the user must make use of the product guarantee.
How is the money returned?
The refund of the amount will be made in the same card or PayPal account in which the order was paid, after the product arrives to our facilities. In case the products are not returned in the indicated conditions, we reserve the right not to make the refund.
1. In the case of purchase of footwear and clothing, a change of size can be made without cost to the customer provided that it has not been used and is in the same conditions that arrived to him. It must contain the original packaging.
2. In case the customer rejects the merchandise, once the product arrives back to our facilities the refund of the amount of the products will be made, reserving the right to charge the cost of return to the customer.
3. For products for intimate use do not accept returns as indicated in article 103 of Law 3/2014, of March 27.
4. Partial returns of products purchased in a pack are not allowed.
How will my order be prepared?
In this video you can see how your order is processed!