Read through our FAQ Page (frequently asked questions) to help you understand our store operations
If your enquiry is not on our faq page please contact us here and we will be happy to add this to our list of faq
How do I place an order?
Before you make an order, you will need to browse or search for the item you are looking for. Use our menus or search box in order to find your items.
To find out all about a product, click on the item to view the details.
You can change the quantity you want by clicking the number in the quantity box. This number will automatically be set to 1, so if you click add to basket, 1 will be added. You can then continue shopping or go straight to check out
How do I checkout?
Once at the checkout you can either checkout as a guest, or sign up for an account. We would always recommend signing up for an account as it makes checking out easier next time by storing your billing and shipping addresses.
This is a good time to point out, that we never store your credit card details and Planet Green Shop provides a 100% secure shopping experience, so you can shop with confidence.
You can also apply any discount codes here by revealing the “Order Summary” section on mobile, or in the discount section on tablet or desktop
What Payment Methods Do You Offer?
We accept all major debit and credit cards as payment, including Visa and Mastercard. We also accept payment via PayPal,
Unfortunately, we are not able to process orders using cheque’s or postal order’
Can I use a different delivery address?
Yes, at checkout you will be able to use a separate delivery address to your billing details.
How do I know my order has gone through?
Once you have placed your order with us (thank you!), you will receive a confirmation email to tell you your order has been received safely. Worth checking that all of your delivery address information is correct on this – if it isn’t, just drop us an email using our contact form here and select “Any other query” and we will sort out any issues.
I forgot to add items to my order, can you add them?
Unfortunately it’s really difficult for us to add items to an order once it has been placed, however if you drop us an email using our contact form here and select “Any other query” we will do our best to accommodate any request.
Can I change my address once my order’s gone through?
Unfortunately this is not usually possible, but please email us using our contact form here and as long as we haven’t started processing your order, we may be able to do something.
When will my order be dispatched?
We despatch all orders we recieve before 3pm Monday to Friday the same day. Orders placed on a Saturday or Sunday will be despatched on Monday
Can I cancel my order?
If your order has not been processed, we may be able to cancel your order before it is dispatched. Please email us using our contact form here using the “other query” option. If your order has already been dispatched, please follow the returns procedure and we will sort out your refund as soon as we receive the items back.
Is what I see on the website an accurate representation of what I will receive?
In most instances yes, however we would like to point out that when you buy incense sticks from us, the pictures show the display case – the actual item you buy will be only one of the packs in the display case. This will be clearly mentioned in the description of the product as well! All items are sold individually unless otherwise stated in the product description
Are the products I receive individually labelled?
Your receipt will have details of the products you have ordered, however it is not possible for us to individually label each item for identification.
We are always on hand to help, so if you cannot identify a product from referring back to the website (where we have a large resource of information), you can email us using our contact form here and select “Any other query” and we will help you out
I ordered the wrong product – can I return for an exchange or a refund?
Yes of course!, we offer a 30 day no quibble return policy, so if you ordered the wrong item, we’ll be more than happy to offer you an exchange or refund.
Shipping & Delivery
What is the cost of delivery?
We offer free delivery and shipping storewide
How is my parcel being delivered?
Europe – Orders should arrive within 10-14 working days (excluding day of dispatch).
USA and Canada – Orders should arrive within 10-14 working days (excluding day of dispatch)
Rest of the World – Orders should arrive within 10-30 working days (excluding day of dispatch)
I haven’t received my order – what can I do?
Returns & Exchanges
What if I want to make a return or exchange?
We offer a 30 day no quibble return policy from the date that you receive your order, provided that the goods are returned in a saleable condition. This is in line with The Consumer Protection (Distance Selling) Regulations 2000.
We are happy to refund or exchange your order, but we cannot issue credit onto your customer account at this time.
How do I return an item?
If you are unhappy with your goods, you can return them for a full refund, providing they are in a saleable condition, within 30 days of receipt. Please remember to include a brief note to explain the reason for return.
The buyer is responsible for the cost of the return postage.
We recommend that returns are sent by recorded delivery as we cannot accept responsibility should your items go missing. Please send them to
Planet Green shop
72 Hennops Hill
If you require an exchange, make sure you include details of the product you want in your returns parcel.
My item is damaged, what do I do?
Should you receive a faulty item, please email us using our contact form here and select “Damaged Item in order” and we will be more than happy to reissue your postage costs and offer you either a full refund or a replacement.
I’ve received the wrong item, what do I do?
Please email us using our contact form here and select the “Incorrect item in order” option and we will then resolve your issue for you
One of my items is missing, what do I do?
If one of your items is missing from your order, please email us using our contact form here and select “Missing item in order” and we will resolve your issue for you
When can I expect my refund?
Once we have received your item, we will process the refund. This should appear on your bank statement within 5 working days.
How do I exchange my item?
Please email us using our contact form here and select the option “Return and item” and we will be more than happy to exchange your item for you.
Once your item has been returned to us, we will send your new item to you.
Add your Faq questions below
This faq page is designed to help you understand our store operations if there are further questions that cannot be found on this faq page please contact using the form below we will be happy to add further details to our faq page.