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Frequently Asked Questions (FAQ)

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Methods of payment

Shipments and orders information

Cancel an order or make a change

Returns and exchange goods

Planet Multi Store

Once you have registered is required to place an order?

No, it is not required to place an order; you can log in in any time you want: our website will always updated with all offers and products in the market.

Once you have registered will I be bombarded with spam and advertising?

No, we will send the offers once a month about the products in your category of interest; at any time you will remain registered but no longer receive email.

Can I give a gift certificate?

Sure, it's easy and convenient, you will always find the "gift voucher" section in each page of the site, you just have to buy one of the voucher that you will find inside. The person who will receive the voucher will simply have to send an email or call our staff and choose the products he want, in the case of a higher buy, he will pay the difference directly without additional cost.

Buy button not available for the selected item

If you cannot find the buy button for the selected item, we might not be able to deliver the item to your country.
We are not allowed to ship some products out of the European Union due to specific will of our Brands.
This means that You could see the product and It’s converted price, but You’re not allowed to buy it.
Only products with buy button displayed on the webpage can be shipped to Your country.

If I choose to pay by credit card will my transaction be secure?

Of course, we rely on the bank's number 1 in the world for on-line transactions: PayPal.

What is PayPal?

PayPal, the world's leading company for online payments, enables the buyers and businesses to send and receive payments online. PayPal has over 100 million accounts in 190 countrie. It's accepted by merchants all over the world.

Is it safe to use my credit card with PayPal?

PayPal helps you to protect your credit card details with the industry-leading security systems and fraud prevention. When you use PayPal, your financial information is never shared with the merchant.

Where can I find the security code of my credit card?

The security code of your credit card is behind the card at the right top and consists of 3 numbers.

Must I to give you my credit card details to make the payment?

Absolutely not, and this applies to all the sites of e-commerce in general and also for any other kind. The details are personal and secret and you will need to enter at the time that choose to pay by credit card. Your data will be processed by PayPal safely and in full respect of privacy regulations.

Why should I use PayPal if I want to use my credit card?

Because PayPal allows you to protect your credit card information with the industry-leading security systems and fraud prevention. When you use PayPal, your financial information is never shared with the merchant.
With PayPal, you can make purchases and send payments for free, can easily make purchases and payments by saving your information.

What is a PayPal account?

It is a free account, simple and reliable and is ideal and safe for your shopping. With PayPal you can also sell and get paid. PayPal is always with you everywhere you purchase. With PayPal you can also send money from your mobile

How can I create my PayPal account?

It is easy, just click the link below and you will receive all the information.
www.paypal.com

How can I know that the transaction in your site is secure?

We rely on the online bank PayPal, number 1 in the world, also all the financial data are encrypted and not recognizable by others.

If you use your credit card and paypal how can I know if the payment was issued?

In the moment you will complete the payment you will receive a confirmation email from PayPal.

When I make the order and I receive an error message indicating that there was a permission issue of my credit card, why didn't it work?

You can control the number of the credit card and the expiry date printed on the card. Please note that we accept all major credit cards: Visa, MasterCard, Maestro and American Express.

When you place an order and an error message appears indicating that there has been an authorization is not accepted, why didn't it work?

It often happens that the bank temporarily blocked your credit card for security and to make sure that you really are the person who is trying to make the purchase and order on our website.
This happens for several reasons including: not usually buy online, you have made many orders online on multiple sites in a short time or if the card is new. For further information please call your bank.

Which are the couriers used?

For our shipments we rely on SDA and FedEx.

Which are the delivery times?

Deliveries in the Italian territory are made from the time of avoidance of the order in 24/48 hours except islands employing 72 hours.
For the rest of the world the times vary from 2 to 6 working days with FedEx Priority.

How can I know if the order has been confirmed?

In the moment you complete the purchase you will receive an email from us confirming your order.

How can I know if the payment of the order has been confirmed?

Entering into our website in your private area you will see the status of your payment and your order is labeled as payment received or pending payment.

The registration address on the website will be the same of shipping?

Yes, unless you do not use when paying for the item a new shipping address.

If I use PayPal to pay, which address will you ship?

The goods are shipped to the address that you used to register with PayPal.

If I order at night or Sunday, how can I know if you received my order?

In the moment you place your order from our site you will receive an email for confirmation.

When the goods I ordered will be shipped?

The goods will be shipped the same day when you pay with C.O.D (Italy only) or PayPal. If you issue the payment with bank transfer or Postepay, otherwise, we will ship after the receipt of payment.

How can I know where is my package?

Just click on the links below or on the link received via email from our website at the time the merchandise is exit from our warehouses:
Check SDA
Check FedEx

If the carrier passes and I am not at home?

If the courier will not find you at home, he will leave a notice. The first day after the failed delivery attempt, the package will be left in storage in the local office of the courier, from where you can pick up personally. The address of the courier and all the details about the package can be found on the notice left by the courier. If you do not pick it up from the office of the courier on the second day after leaving the notice, the courier will try to deliver it back to the address you indicated on the order form.

If I would like to receive the ordered goods at a relative or friend what address should I enter?

When you make the order, choose an other address than the one of registration on the site by clicking on the field.

If I choose to pay with cash (Italy only), what happens?

Cash on delivery involves the addition of the cost of that mark amounted to € 5.00.
The payment is made directly to the carrier in cash.

There are costs due to the fact that I was not at home?

No, you just have to unlock the parcel from the SDA or FedEx website or through our call center +39 0574 23395.

If the package has been shipped, can I change my delivery address?

Yes, you just have to send an email to our assistance communicating the new address, we will contact the courier to change the address.

What is a stationary storage of the courier?

When the parcel is shipped to a subsidiary of the courier at your nearest and at any time you may want to pick up the package with a ID document.

There may be delays on the shipment?

Only due to force majeure, strikes, bad weather etc.

If I live on an Italian island which are the delivery times?

Deliveries to the Italian islands takes about 72 hours.

Can I request for the delivery on a schedule?

Sure, on the order form in the "notes" field you can enter the specific time for delivery and this will result in an additional charge of € 5.00 (only SDA only in Italy).

Can I be called by courier to arrange the delivery together?

Yes, when you order it you have to communicate it, you will have an additional charge of € 6.00 (only SDA only in Italy).

Should I sign something when the goods arrive?

Yes, the transport document that will prove that you received the package.

If my package is not delivered what should I do?

Contact immediately our assistance +39 0574 23395 or the carrier directly to solve the problem as soon as possible.

If the courier passes more than two times and do not find me at home?

Please contact our Customer Assistance at +39 0574 23395 and we will contact them to release the package.

How can I be sure that the courier passed to deliver?

When the courier passes by you, he always leaves a notice to prove that has passed. He will pass also the next day.

What does it mean if the package should be in storage?

After two failed delivery attempts, the package is in storage. Do not worry: we will contact you as soon as the delivery is in stock. We will unlock the storage and we will make sure that your parcel is delivered as soon as possible.

Can I unlock my pack from the storage, or I can't?

We will unlock the storage and we will make you sure that your parcel will be delivered as soon as possible.

Can i receive the parcel directly to a PO BOX or APO/FPO Military address?

No problem, we can ship to any place in the world, just write the right shipping address and leave us a valid phone number for the courier.

How can I cancel an order?

To cancel an order, the customer must submit as soon as possible by email or by phone for the cancellation of the order in respect of the same order number.
In some cases it may happen that your order has already been shipped and you can no longer cancel it, in this case at the time of receiving the product, the customer must refuse the package and ask for a return to sender.
Once back in our warehouse and carried out the necessary checks will be issued a refund via the payment method chosen during the order process, but the cost incurred for the shipment will not be refunded.

How can I add or change the goods of the products?

You have to send an email in which you ask to change or to add the item; you have to provide the number of order, the item specific and its code in order to avoid any misunderstanding.

The package is damaged, what can I do?

Check always the integrity of the packaging before accepting the package.
Any damage or tampering to the packaging must be immediately notified to the clerk that performs the delivery putting on the delivery note before you sign, the words "I AGREE WITH RESERVE" and, in the case of damage of the product itself, describe in detail the nature, after having opened the packaging and the packaging of the goods in the presence of the clerk who deliveries.

The goods inside the package are damaged, what can I do?

Send an email to assistance@planetmultistore.com with some attached photos of the damage in question, a brief description; we will respond as soon as possible to solve the problem, we will send a courier to collect on our charge and as soon as the damaged goods will be in our warehouse we will change it, everything always on our charge.

What does include the warranty of the purchased product?

The warranty does not cover normal wear out but only factory defects.

How can I be sure that your shop is an authorized dealer of the brand of the product?

You can visit the manufacturer's website to authorized dealers section.

If I choose a wrong size and I have to change it, what can I do?

You can contact us at +39 0574 23395 or by email to assistance@planetmultistore.com, indicating the size you want to receive, then you have to send back the package to change size

The courier to return the package is on my charge?

Yes, it is on your charge.

Why should I use your carrier for a replacement?

Because we have an agreement and reduced prices.

The package you have picked up is guaranteed by you for the return?

No, the guarantee of reception and check-in to our stores is on your charge and does not have insurance coverage in case of theft or loss.

If the goods are defective, what should I do?

You have to contact us by email at assistance@planetmultistore.com or at +39 0574 23395.
We will take care to send the courier on our charge.

How do I prepare my parcel for your pick up?

You have to reseal the package and seal it well, taking care to protect any delicate parts, then we will arrange the pick up.
Once the goods come in our store we will resend the new products again on our charge.

What is Planet Multi Store?

It's a leader company in the market of direct and online sales in Italy and worldwide, designed to meet the needs and desires of a demanding and curious custom.
Buying in one of Planet Multi Store's shops means choose from the comfort of home and at any time, from a wide range of selected and exclusive products and count on a call center is always available and highly trained.