FAQs


Placing an Order
 
If you’d like to place an order, find out more about how our deliveries work or where we deliver to, please visit our delivery page here: https://www.planetorganic.com/dispatch-delivery/
 

Can I collect or redeem loyalty / Yoyo points on my online order?

At the moment, our in-store loyalty and Yoyo points are only able to be collected and redeemed in-store and not on our online shop.

Can I use a Planet Organic Gift Card for my online purchase?

Unfortunately, Planet Organic Gift Cards are for in-store purchases only and not for online purchase.


Existing Online Orders

Can I edit my order?

Although we’d love to be able to amend orders, due to the high volume of orders we are currently processing, it’s not possible to edit your order after it has been placed. This includes swapping or removing items or substituting items that we are not able to send.

Can I cancel my order?

We will accept cancellations within 1 hour of placing your order. Please email us at talktous@planetorganic.com with the subject line 'CANCELLATION’ and remember to include your order number. We are not able to cancel your order any later than this.

When can I expect my order?

Your order confirmation will confirm your order delivery method. London Pick Your Day orders will be delivered on the day you chose when ordering. The day will be confirmed on your order confirmation too. Standard UK Delivery orders will take up to 3 working days to arrive from when your order was placed. UK Next Day deliveries placed before 1pm (Mon-Thur) will arrive the next working day. International deliveries can take around 7-10 working days.

How do I know when my order has been dispatched?

You will receive an automated email when your order has been dispatched. For London Pick Your Day orders, this email will be sent on the same day as your delivery is due.

When is payment processed for my order?

Payment for your order is processed when your order is dispatched. We will adjust for any missing or replacement items and you will only be charged for what we send to you. Any amount showing on your bank statement before dispatch is a pre-authorisation for the order amount being held by the bank.


Refunds

Some of the items on my order are unavailable. Should I expect a refund?

We don’t process payments until after your order has been dispatched. The amount you are charged is adjusted to reflect any missing items. As you are only charged for items we have sent to you, you will not receive a refund. If the amount charged is lower than the pre-authorisation, this should be released by your bank within 2-10 working days.


Returns

If you have received a damaged or faulty product, or simply don’t want it, you can return it to us within 14 days of receiving it, in the condition in which it arrived. (Please note, you will be responsible for the cost of returning the item if it is not faulty).
 
Returns should be made to the store in which the purchase was made. For online orders, returns should include the order number and be sent to -
 
Deliveries Returns
Planet Organic
42 Westbourne Grove
London
W2 5SH
 
Your refund will be processed, once the items are received.
 

How long will my refund take?

You’ll receive an automated email when your refund has been processed and it should take between 5-7 working days to reach your account.