Delivery Policy

Delivery Information

      FAQs          |           Delivery Options      |     Delivery Restrictions        |    Cancellations

Order by 12 noon, and select standard next day delivery and your order will arrive on the next working day before 4pm. If you select this delivery option at the weekend, delivery will be on Tuesday.  We regret that our Next Day service does not include weekends and Bank Holidays.

Please ensure someone is available to accept, check and sign for all deliveries. We reserve the right to charge for failed deliveries and re-sending parcels at cost.  We must be notified of any items damaged in transit, short delivered or not as ordered within 7 days of receipt.  After 7 days you will be deemed to have accepted the order as undamaged and correct. 

Please ensure that the card-holder address matches that to which the card is registered.  Payment will not be taken until all ordered items have been allocated and checked.

FAQs

Q:  How will my item be sent?

A:  Items are sent either by Royal Mail First Class Signed For, Royal Mail Special Delivery or APC dependent on the delivery option selected and the item’s value, size, weight and destination.  Please see below for further information.  All delivery methods require a signature upon receipt so please ensure that someone will be available at the delivery address. APC deliver between 8am and 4pm.

Q:  Can I have items sent to a separate delivery address?

A: No problem, you can enter multiple delivery addresses from within the Member’s Area of your account.  Simply click on ‘Address Book’, then ‘Add Address’.  Be sure to select the correct delivery address from the dropdown menu when placing an order.

Q: I have just placed an order but would like to change my delivery address, is this possible?

A: Please contact us as soon as possible and we will try our best to make this happen.  Once an item has been despatched, however, this becomes very difficult.  If your item has already been despatched via courier and you wish to change the delivery address then you may incur a re-delivery charge of at least £10.00.  Items despatched via Royal Mail can not be re-directed until delivery has been attempted.

Q: A delivery has been attempted but I’ve missed it, what do I do?

A: You should have received a card through the door with details as to who to contact in order to re-arrange delivery.  If you don’t have a card then please contact us quoting the last six digits of your order number, which can be found on your order confirmation email.

Q: How can I track my order?

A: Tracking information for your item can be found on your despatch email.  Simply follow the link to either Royal Mail or APC to follow its progress.  If you are ordering from outside UK mainland please contact us for tracking information.

Q: I am ordering from outside of the EU, do I have to pay VAT?

A: VAT will be deducted at the checkout for delivery destinations outside the EU.  We are not, however, responsible for import duty or local taxes which may be charged on delivery by your local couriers.

Q: My order did not arrive on time, what now?

A: First of all we’re really sorry.  In the extremely unlikely event that your order has not made it in time please contact us or APC as soon as possible to arrange re-delivery. 

Q: I just placed an order but I’d like to cancel it please.

A: No problem, providing that it has not already been despatched we will happily cancel and refund the order at no cost, just get in touch and we’ll do the rest.

Delivery Options

UK Mainland

Standard delivery:  Delivery is normally within 5 working days, please allow more for UK offshore deliveries.  Items are sent via Royal Mail First Class Signed For and require a signature.

Next Day By 4pm*: Orders must be placed before 12 Noon on the day of despatch and will arrive on the next working day.  If your order is placed on a Friday delivery will be on the following Monday.  If your order is placed at the weekend delivery will be on the following Tuesday.  Items are either sent via APC or Royal Mail Special Delivery depending on their size, weight, value and destination. In the event that no-one is available to receive a delivery, parcels will be re-delivered on the next working day before being returned and held at the local APC or Royal Mail depot for collection.   Please note that this service is not available on bank holidays.

Next Day By 9am*: Orders must be placed before 12 Noon on the day of despatch and will arrive on the next working day.  If your order is placed on a Friday delivery will be on the following Monday.  If your order is placed at the weekend delivery will be on the following Tuesday.  Items are either sent via APC or Royal Mail Special Delivery depending on their size, weight, value and destination. In the event that no-one is available to receive a delivery, parcels will be re-delivered on the next working day before being returned and held at the local APC or Royal Mail depot for collection. Please note that this service is not available on bank holidays.

*UK mainland only.  Please see the Delivery Restrictions section below for further information.

Delivery Restrictions

Service exceptions on items posted via Royal Mail.

Service exceptions on items posted via APC.  Next day delivery to the following postcodes is not available with this service:

AB37-38, AB41-56, IV1-20, IV25, IV30-37, IV63, IV51, KW1-3, KW6-10, KW14, PH15-26, PA21-35, PA37-39, IV21-24, IV26-28, IV40, KW5, KW11-13, FK19-21, PA36, PA40, PH30-32, PH34-41, PH50.

Please note our Next Day service does not include weekends, bank holidays, or (English) public holidays.

If ordering an item of 5kg or more for delivery to Ireland, UK Off-shore or Channel Islands please contact us for a quote. 

European delivery: Orders up to 2kg are sent via Royal Mail International Signed For (£19.99), orders between 2 and 27kg are despatched via courier (£30.00). Delivery is expected no longer than 10 working days from the date of despatch in each case, and is usually within 5 working days.

International (Non European) delivery: Orders up to 2kg are sent via Royal Mail International Signed For, orders between 2 and 27kg are despatched via courier. Delivery is expected no longer than 20 working days from the date of despatch in each case, and is usually within 10 working days. Prices are worked out on a per-item basis and will range between £19.99 and £48.00 depending on weight, value and destination. Please don't hesitate to contact us for a quote.

The cost of shipping outside of the UK reflects the insurance value and weight of items.  We are not responsible for import duty or taxes applied locally and you should check with your customs office prior to ordering if you are unsure.

Cancellation

Any orders (except personalised or specially ordered non-stock items) can be cancelled before despatch without cost and payment will be reimbursed.  Please see our returns policy if you are wishing to return an item that you have already received.

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For any enquiries regarding postage or problems registering your details please email us via info@planetfear.com or call us on 01768 800504

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