Frequently Asked Questions (FAQs)
Have you searched the site but not found what you were looking for? These frequently asked questions should help you. Having browsed the list below however, should your question still remain unanswered, please do not hesitate to contact us.
Please Note: We are currently updating our FAQ section to enhance your shopping experience with us. As such, some areas may not be available to view and we apologies for any inconvenience this may cause.
Should you have any questions in the meantime, please do not hesitate to contact us by email or telephone.
Subcribing to the Planet Dance E-Bulletin
If you would like to receive our newsletter containing our latest news plus details of new products and special offers, you can subscibe to the Planet Dance E-bulletin. You can do this by selecting 'Subscribe Now' at the top right hand corner of each page or 'Click Here to Subscribe' from our Home page.
You will only be required to enter your email address and name. No further details are required for this service and this does not create an account with us.
Creating Your Account
You will only set up your Planet Dance Account when you place your first order with us. As part of the order process, when you have selected the items you wish to purchase you will asked to register as a new customer by selecting 'New Customers Please Click Here'. Once you have entered your details your account will be created.
What is Your Account?
Your account is the place to go to view your Planet Dance orders. You can view your purchase history with us and check the status of your orders. Your Account is set up automatically for you when you place your first order. To access it, click 'Sign In' at the top right hand side of each page. You will be promoted to enter your registered email address and password to sign in to your account.
Forgot Your Password
Don't worry if you've forgotten your password. By completing the following simple steps, we will send you an email to remind you:
Changing Your Account Details
If your account details have changed since you first registered, you can change them when you place your next order by completing the following steps:
If you'd like to change your account details, but don't want to place an order just yet, you can do so by calling our Contact Centre on 0844 887 0224 or sending an email to Info@PlanetDance.com
Finding the Items You're Looking For
There are a number of ways to find the items you want to order:
Placing an Order
You can place your order either on-line via our website, via the telephone, by post or in person at our Yorkshire showroom. For further general details, please see our 'Ordering and Delivery' section. We also suggest that you read our 'Terms & Conditions'. You may also find the following FAQs regarding order placement useful:
Card Payment Confirmation
On completion of your on-line payment, as well as receiving an email from us confirming your order number, you will also receive an email from Protx, our on-line payment service provider, confirming the result of your on-line payment. Please note: only orders supported by a successful payment transaction will be processed. Should you recieve a 'payment failure notification' this indicates that the payment has not transacted and your order will remain in a pending status until payment is received.
Should this happen, you can either try again, placing another order on the website, where you will be given a new order number to replace your existing one. Alternatively, you can call our Contact Centre on 0844 887 0224, quoting your existing order number and we can transact the payment over the phone for you.
How to Change an Order
Once your order has been placed and you have been given an order number, should you wish to make any changes to it, you can do so by calling our Contact Centre on 0844 8870224. We can change items for you to the point of despatch, but unfortunately we are unable to add any additional items to your order.
How to Cancel an Order
You can cancel an order at any time prior to despatch. You can do this by contacting us and we will cancel the order and refund any payments made. Although you may contact us by your prefered contact method, we recommend that you call us wherever possible, as we do not accept responsibility for delayed or non-receipt of emails or postal cancellation requests.
For general details on despatch and delivery, please see our 'Ordering and Delivery' and 'Terms & Conditions' sections. You may also find the following FAQs useful.
Planet Dance despatches orders Worldwide with carriage payable on all non-collection orders under £250. For current postage & packaging rates, please see our Postage & Packaging Matrix in our 'Ordering and Delivery' section.
As standard all orders are despatched using Royal Mail 1st Class Recorded Delivery for UK destinations and Royal Mail International Signed For for international desinations. In addition, we also offer the following delivery options:
Where your goods are in-stock you should receive your order within 1 to 3 days from order payment. Where the goods are out of stock, you should receive your order in line with delivery due date advised against the product. Multi-item orders may be despatched in separate instalments, subject to individual availability, but you will only be charged one delivery fee.
Tracking your Order
You can track your orders on line and view your order history at any time. Simply log in by clicking 'Sign In' at the top of each page. You will prompted to enter your registered email address and password. Once entered you will be given a list of all your orders old and new and the current status of each. Each of your orders will be given an 'Order Status' from the list below: