FAQs

Not always. To provide the best possible value to all our customers, we often run offers and promotions that are exclusive to our website. These may include specific discount codes (like our Spend & Save offers), brand promotions, or online-only sales events. Similarly, our stores often have their own unique promotions.

No. Offers and discount codes advertised on planetorganic.com are for online purchases only and cannot be redeemed in our physical stores.

We are always innovating and often use our website to trial new and exciting products or even entire ranges from specialist brands. Because of this, you will find some products and brands on our website that are not available in our physical stores. Please check the product page for availability, or contact your local store directly.

We offer next day and standard delivery services. The specific delivery services available depends on the products you have chosen and your delivery location. Find out more here.

If you are having problems placing your order, please visit our contact us page and get in touch with a brief explanation of the issue experienced, and some screenshots if possible, so that we can help in resolving and/or investigating any issues that may have occurred.

When you order from us online, the type of packaging we use will depend on what products are in your order

If you have a promotional code, you will be able to enter it during checkout.

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

If you have any questions on Yoyo please contact the support team, either through the app (Settings->Help Centre) or via email.

Unfortunately, Planet Organic Gift Cards are for in-store purchases only and not for online purchase. You can buy a Planet Organic gift card in any of our stores and can check your gift card's balance here. For more information on gift cards, please visit our Gift Card page.

Payment for online orders is processed at the time of placing your order. Any out of stock items will be refunded at the time of dispatching your order.

You can visit the product page for the item and you will be able to add the item to the basket if it's in stock.

If it's not in stock, you can click "Notify Me When Available" and we'll send you an email once the item is back in stock.

Yes you can! Please email us with your order number and preferred message and we can add the note to your order before dispatch. Please let us know within 1 hour after placing your order, as some of our orders go out quickly, such as our hampers.

Yes! All of our orders arrive with a delivery note to show what items should be included, but we do not include any pricing information so your recipient will not be able to see the price.

Yes! When you reach the check-out pages and pick the
preferred shipping method DPD Collection point, this will then prompt you to
enter your postcode and search, a drop-down menu will then appear with all the
collection points available in the postcode entered which will then allow you
to select the one more convenient for you.

Sustainability and care is at the heart of all we do and
that’s why it’s essential for us to choose a courier with the same values as
us, which is where DPD come in. All of our orders are delivered by DPD. Not
only does this provide the flexibility of leaving your parcel with a neighbour,
in a safe space, or to be collected from a DPD collection point, as well as
rescheduling delivery for a more suitable day. For home deliveries a
notification of your delivery slot and an option to track your order, or for Collect
from Local Pick-up point you will be notified when your parcel is ready to be
collected, but most importantly it also means that your parcel delivery has
never been greener.

Here are just some of the ways we’re working with DPD to
reach you with our products, that’s not at the expense of the environment.

https://www.dpd.com/be/en/company/sustainability/

You cannot amend an order after it has been placed. If you wish to cancel your order, please get in touch with at talktous@planetorganic.com with the subject line 'CANCELLATION’ and remember to include your order number. We will accept cancellations within one hour of placing your order. We are not able to cancel your order any later than this. You can return any unwanted non-perishable items within 30 days of delivery

We will accept cancellations within one 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. You can return any unwanted non-perishable items within 30 days of delivery.

This will depend on your chosen delivery method, based on your location. Your delivery method and expected delivery timing will be included in your order confirmation email.

You will receive an automated email when your order has been dispatched.

You will be able to check the status of your order by logging into your account or clicking the link in your order confirmation email. You will receive a link to track your order in your dispatch email.

We take great care when packing our orders to ensure that they arrive safely. If you have received a damaged item or delivery, please visit our contact us page and get in touch so we can arrange a redelivery or refund for the damaged item(s).

If you have received an incorrect item please visit our contact us page and get in touch so we can help.  

If there are items missing from your order, there may be a number of reasons. 

The item may have been unavailable and you will have been automatically refunded for it. Please check your dispatch notification for details of the items that have been dispatched.  

Some orders may be shipped in more than one box. Please check your tracking information linked in your dispatch email to see how many parcels your order has been sent in.

If the missing item appears on your dispatch email and hasn’t been shipped separately, please visit our contact us page and get in touch so we can arrange a redelivery or refund.

If you're not in when your order is delivered, you can either select at checkout for us to leave it in a safe place or we will deliver it to your nearest DPD pick up shop. DPD have reduced the number of delivery attempts to 1 to increase their sustainability and reduce the number of vans on the road.

Please take a look at our packaging information here for how to dispose of your packaging.

You will be notified via email or text as soon as your order
leaves our warehouse! DPD will provide your parcel tracking number which you
can use to follow your parcel's journey on their website, https://www.dpd.co.uk/  

You will also be notified via email of all delivery updates.
Please ensure to check you Junk folder as at times emails might be sorted by
Spam filters

Please keep in mind that local events may occasionally cause
delays with your courier, which could affect delivery times. Rest assured, you
will receive updates from your courier if your delivery is impacted.

If your tracking shows that your order has been delivered
but you have not received the parcel, then we kindly ask that you check with
your neighbours or any safe places in the first instance. If you are still
unable to find your parcel, please contact us as soon as possible so that we
can investigate the delivery with DPD.

Unfortunately we are unable to change the selected Pickup
Point once an order is completed.

Selecting "Pick up from a local DPD Pickup point"
at checkout allows you to have your order sent to a nearby DPD Pickup Point as
an alternative to home delivery. Your items will then be shipped to the chosen
Pickup Point and you will be notified by email when your package is ready for
collection.

Choose "Pick up from a local DPD Pickup point" at
checkout and you will be presented with the option to ship to a DPD Pickup
Point. You can search for your area and you will be presented with available
locations and their respective opening hours.

You will be notified by email once your order is ready for
pickup. You will have 7 days to pick up your order from the DPD Pickup Point.
If package is not collected for a few days, we will send you a reminder email
& SMS on the last day for collection.

You will be asked to show a valid government issued ID for verification.
If the order is not collected after 7 days, the item will be returned to us.

Refunds for unavailable items are processed when your order is dispatched. Please allow between 5-7 working days for the refund to reach the account from which the order was placed.

If you have received a damaged or faulty product, please visit our contact us page and get in touch and we will arrange your return.

If you have received a non-perishable item that you no longer want, you can return it to us within 30 days of receiving it. Please note that you will be responsible for the cost of returning the item.

Returns can be sent to:

Deliveries Returns
Planet Organic
64 Essex Road
London, N1 8LR

Please include your order number when returning items by post. Once we have received the items, please allow between 5-7 working days for your refund to be processed.

You can view our returns policy here.

You will receive an automated email when a refund has been processed for an online order. Please allow 5-7 working days for the refund to reach the account from which the order was placed.