At Planet Merch we aim to dispatch our 'In Stock' products by the next working day (if not sooner) once they've been purchased. These should arrive with you within a 2-3 day period unless your order contains items of varied availability.
These other categories of product availability (Order In, Pre-Order and Back-Order) do take longer to dispatch. This is why we mark our delivery timeframe "From Dispatch" so we can cover all the varieties of availability under one option. More information about the Order In, Pre-Order and Back-Order processes can be found within this policy.
We are happy to deliver to all areas of the United Kingdom, be that Northern Ireland, the Highlands or the Channel Islands. Currently this website is only able to take automated orders from the United Kingdom.
For International delivery we have a select range of our products available on our eBay store which can be found here. Should you not be able to find what you'd like to order on our eBay store but is on this website, you can contact us via contact.us@planetmerch.com. Please include what item(s) you'd like to order and your address and we'll be able to give you a quote for your order.
Until we have dispatched your order you have the right to cancel or amend your order by contacting us via e-mail at contact.us@planetmerch.com. Unfortunately, once an order has been classified as 'Dispatched' we will be unable to cancel/amend your order and the order will be subject to our 'Refund Policy'.
We hold some of our products at different locations and because of this you may receive your order in separate deliveries. You may also receive your order in separate deliveries due to parcel size limitations. You will only ever be charged one delivery charge should this occur. We will try our best to inform you prior to delivery of how your order will be split should this be the case.
- STANDARD DELIVERY
All orders will be subject to a £3.95 delivery charge. This charge is a flat rate regardless of how many or how large the item(s) you have ordered.
Delivery of your item(s) will typically take between 2 - 3 working days from dispatch as we use Royal Mail Tracked 48 for the majority of our deliveries. Items that are held in other locations may arrive via different Royal Mail postage methods or by different couriers. Please allow 5 working days following dispatch before contacting contact.us@planetmerch.com in the event of an order being undelivered.
- FREE DELIVERY
When you place an order over the value of £50.00 you will receive Free Delivery on that order. The order will be sent in the same manner as Standard Delivery.
Delivery of your item(s) will typically take between 2 - 3 working days from dispatch. Please allow 5 working days following dispatch before contacting contact.us@planetmerch.com in the event of an order being undelivered.
- ORDER IN
When placing an order that contains an 'Order In' item(s) there will be a slight delay in delivery as we do not have the items in stock. (This helps us keep our overheads down which means we can pass on the savings to you.) Before you fret our suppliers do have these items in stock and we'll be able to order them for you the next time we order with them. This is typically at the start of every week but can become more frequent during busier periods. Our suppliers tend to be very efficient in their turnaround and we usually receive our order within a few working days. Typically we will be able to deliver your order to you within 10 working days.
Please Note: Due to ordering requirements from our clothing suppliers this process may sometimes take slightly longer for some items of clothing. Busy or seasonal periods as well as supplier closures may cause slight delays in the estimated timeframe but we'll do all that we can to mitigate them.
Depending on when you make your order may affect the time scale of your order being received, this is why we ask that you please wait 10 working days before contacting us about your order. As any order placed shortly after our weekly supplier order will take longer to be completed than any order placed just before.
Should you make an order that has both 'In Stock' and 'Order In' items we will delay sending the 'In Stock' item(s) until the 'Order In' item(s) have arrived, it helps us and it also helps the environment. Should you wish to receive 'In Stock' item(s) straight away we recommend that you order these items separately from any 'Order In' item(s).
There have been some rare occasions where our supplier(s) is showing incorrect stock levels. On these occasions, we believe the item to be in stock and available, it only becomes apparent that it's not when we receive our shipment from them and it's not been sent. As we regularly monitor our supplier's stock levels this doesn't happen very often but should it occur we'll proceed in the following manner. As soon as we're aware that your item(s) has not arrived we'll contact you and offer the following options: re-attempt to order from our supplier (should this be an option), an exchange or a refund. If we don't receive a response from you by the time we come to making another order with our supplier, we will automatically re-attempt the original item(s). After we have had three failed attempts to order an item, we unfortunately will only be able to offer an exchange or refund. Should there be no response from you by seven days after this final offer of an exchange, we will automatically cancel and refund your order.
- BACK-ORDER
When placing an order that contains 'Back-Order' item(s) there will inevitably be a delay in delivery as we await those from our suppliers. Our suppliers will not have these items in stock but will be accepting Back-Orders themselves so we're able to order them for you ahead of time.
If we have information on release dates we will put them on the product page. Please note that these dates are subject to change without notice as they're set by the supplier and not ourselves. Should there be no date you can contact us at any time and we'll do the best we can to get that information and/or update you to any changes.
Should you make an order that has both 'In Stock' and 'Back-Order' items we'll delay sending 'In Stock' item(s) until the 'Back-Order' item(s) have arrived. Should you wish to receive 'In Stock' items straight away we recommend that you order these items separately from any 'Back-Order' item(s). If you wish for us to dispatch part of your order before 'Back-Order' items become available you may be subject to a postage charge of £3.95. This also applies to any orders that contain multiple 'Back-Order' items that are released at different times.
- PRE-ORDER
When placing an order that contains 'Pre-Order' item(s) there will inevitably be a delay in delivery as we await the release of these by the manufacturer. Our suppliers will not have these items in stock but will be accepting Pre-Orders themselves so we're able to order them for you ahead of time.
If we have information on release dates we will put them on the product page. Please note that these dates are subject to change without notice as they're set by the manufacturer and not ourselves. Should there be no date you can contact us at any time and we'll do the best we can to get that information and/or update you to any changes.
Should you make an order that has both 'In Stock' and 'Pre-Order' items we'll delay sending 'In Stock' item(s) until the 'Pre-Order' item(s) have arrived. Should you wish to receive 'In Stock' items straight away we recommend that you order these items separately from any 'Pre-Order' item(s). If you wish for us to dispatch part of your order before 'Pre-Order' items become available you may be subject to a postage charge of £3.95. This also applies to any orders that contain multiple 'Pre-Order' items that are released at different times.
- SPECIAL REQUEST ITEMS
As these items come from an international supplier they inevitably take longer for us to receive them. Any of these items that have the 'Order In' status can typically be expected to be received within 20 working days. Any that have the 'Pre-Order' or 'Back-Order' status can expect to receive them in the same timeframe after the release/restock date. Please be aware that release/restock dates are subject to change without notice as they are set by the manufacturer/supplier and unfortunately we have no influence over these changes.
All 'Special Request Items' that can not be sent by our usual methods will still be sent via a courier using full tracking and full insurance coverage.
Some arrival dates and methods can not be confirmed until after the order has been placed with the supplier due to the size/nature of some of these items. We'll inform you of all relevant information and tracking once we have this information available to us.
- ADDITIONAL INFORMATION
Should any item(s) from your order be lost in transit there may be some delays in delivery, refunding or replacing them whilst the courier investigates. We will do our best to make this process as speedy and stress free as possible whilst keeping you updated with any changes. Once the courier has addressed the issue we will proceed in a manner of your choosing.
Please note that even though we will try our best to rectify any errors in your delivery address following an order being dispatched, it may not be possible to do so. We politely ask that you make sure your delivery address is correct when placing your order. Should your order be delivered to the address given by you and it is incorrect, we are unable to take liability and neither is the chosen courier.
Should any parcel(s) be undeliverable by our couriers due to a reason that is out of their and our control; e.g. an incomplete/incorrect address provided by the customer or improper access to a property, which then results in the parcel(s) being returned to us, additional postage charges will apply. We will apply a shipping charge of £3.95 to your order and request a correct address, adequate access or whatever is needed to make the parcel(s) deliverable. Once this balance has been paid and relevant information provided we'll then resend the parcel(s) by the next working day.
Should this request have no response and left unpaid for a period of time or if the order is then cancelled at the request of the buyer, we'll issue a refund for the order. Any order that originally had a shipping charge applied to it will have the original £3.95 shipping charge and an additional £1.05 handling fee (for a total of £5.00) deducted from their refundable amount. As shipping costs are non-refundable, this will be used to cover our cost of the failed delivery attempt and the handling of the undeliverable items. Any order that was subject to free shipping will have a £5.00 charge applied to them to cover the cost of the failed delivery attempt and handling fees. This £5.00 charge will be deducted from the item(s) cost that are due to be refunded.
Should you order an item that isn't readily available (e.g. Pre-Order or Back-Order item) and then require the item to be sent to a different address before it's dispatched, we can amend your order. All you need to do is contact us by e-mailing contact.us@planetmerch.com with the new address and we'll update your order before it's dispatched. As well as this, if you are due to be unavailable at your address (e.g. on holiday) when an item is expected to be dispatched we can delay this until you return and are available to accept your order.
We are unable to take liability for any supplementary costs incurred for any order that is delayed, lost or misrouted. This liability will be passed over to the chosen courier of your order once we have dispatched it with them. We will aid you as best we can in any claim for these costs made against the chosen courier of your order. Send all relevant evidence and information regarding the order and your claim to contact.us@planetmerch.com.
