With Planetiers working as a marketplace, our deliveries are different from the ones in many regular online stores.
At the moment, each vendor on the platform manages their store and stock, handles their own deliveries (with the carrier or partner they already work with) and resolves any problems or returns.
When placing an order on Planetiers that includes products from different sellers you are actually placing placing multiple orders – this way each seller sends your products and your order Planetiers comes to your house fragmented into several smaller orders.
How can you track your order? Once the order is ready, the seller will send you an email confirming the shipment (check the shipping and delivery policies from each product on the product page).
In case your order has a tracking code you can find it in this email next to the name of the carrier – just visit the carrier’s website, put the code and you can know in which state of the process the delivery is.
EXCHANGES AND RETURNS?
The Sellers are responsible for their
own exchange and return policy which complies with Directive 2011/83/EU
of the European Parliament and of the Council of October 25th, 2011on CONSUMER RIGHTS.
This way, the exchange or return must be made within a maximum period
of 14 14 days from the date of the request submission, and the shipping
costs will be borne by the user by completing and sending the Free Contract Resolution.
If it is proved that the product has been improperly packed in its
transport or shipped defective, the costs will be borne by the Seller.
The exceptions to the return (free termination of the contract) are defined in Article 17, 1:
“1 – Unless agreed otherwise by the parties, the consumer cannot freely resolve the contracts of: “ (…) “c) The supply of goods made according to consumer specifications or manifestly personalized; (…) “i) Its execution has been initiated with previous consumer consent; and ii) The consumer acknowledges that his/her consent implies the loss of the right of self-determination;”