FAQ
FAQ – Orders, Shipping & Returns
We’ve put together the most common questions our UK customers ask. If you still need help, just reach out to our team – we’re happy to assist.
1. Orders & payments
How do I place an order?
Choose your favourite product, click “Add to cart” or “Buy now” and follow the secure checkout steps.
You’ll receive an order confirmation by email once payment is completed.
Which payment methods do you accept?
We currently accept:
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Visa
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Mastercard
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American Express
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PayPal
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Apple Pay
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Google Pay
Your payment is processed securely by our payment partners – we never store your full card details.
Can I change or cancel my order?
We can usually update or cancel an order before it moves to Processing / Fulfilment.
If you need to make a change:
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Email us as soon as possible at support@pawnvanaplanet.com
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Include your order number and the change you’d like to make
Once the order has been dispatched, changes are no longer possible, but you may still be able to return it under our Returns & Refunds Policy.
2. Shipping & delivery
Where do you ship from?
Pawnvana Planet works with trusted international fulfilment partners and warehouses.
Your order may be shipped directly from our partners’ facilities, including locations outside the UK – but your customer support and guarantee are always with us.
Which countries do you ship to?
At the moment, we ship to addresses within the United Kingdom only.
How long does delivery take?
For most UK orders:
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Order processing: 1–3 business days
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Estimated delivery after dispatch: 7–15 business days
These timeframes are estimates and may vary during busy periods, customs checks or unexpected courier delays. We’ll always do our best to keep things moving.
How much is shipping?
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UK: Free Standard Shipping on all orders.
(If you decidir mudar depois, é só editar direto na página.)
Will my order arrive in more than one parcel?
Sometimes, yes. To speed up delivery, items in the same order may ship separately.
If that happens, you’ll receive tracking updates for each parcel.
3. Taxes, duties & VAT
Are taxes and duties included?
For UK customers, prices are normally VAT-inclusive. Our goal is that you won’t be charged extra fees on delivery.
If a carrier does unexpectedly request additional duties or handling fees, please contact us before paying at support@pawnvanaplanet.com so we can review the situation with you.
4. Returns, exchanges & faulty items
Can I return my order if I change my mind? (Cooling-off period)
Yes. For online purchases, you have a 14-day cooling-off period from the day you receive your order to let us know you’d like to cancel for any reason.
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Items must be unused, in their original packaging, with all accessories and tags.
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For change-of-mind returns, you are responsible for the return shipping cost (using a tracked service).
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We refund the product price and, where applicable, the standard outbound shipping in line with UK consumer law.
To start a return, email support@pawnvanaplanet.com with your order number.
What if my item is faulty, damaged or incorrect?
If your item arrives damaged, faulty or not as described:
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Email us at support@pawnvanaplanet.com
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Include your order number, a short description of the issue and clear photos/video
Under the Consumer Rights Act 2015, you normally have a 30-day short-term right to reject goods that are faulty and receive a full refund. After that period, we’ll usually offer a repair or replacement (or refund if that’s not possible).
For confirmed faulty/incorrect items, we provide a prepaid return label whenever reasonable.
How long do refunds take?
Once your return is received and inspected, we’ll email you to confirm approval and process the refund to your original payment method.
Refunds typically appear within 5–10 business days, depending on your bank or card provider.
Are any items non-returnable?
For hygiene and safety reasons, some personal-use items (for example, certain beauty, health or intimate products) may only be returned if faulty.
Any such exceptions will be clearly stated on the relevant product page.
5. Order issues
Tracking says “delivered” but I didn’t receive anything. What do I do?
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Check safe places (porch, shed, neighbours, building reception).
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Wait 24–48 hours – sometimes parcels are scanned as delivered slightly early.
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If you still haven’t found it, email support@pawnvanaplanet.com with your order number and tracking.
We’ll investigate with the courier and help you find a solution.
What if my order is lost in transit?
If tracking hasn’t updated for an extended period or your order hasn’t arrived within 30 days after dispatch, please contact us.
Once loss is confirmed or a reasonable time has passed, we’ll offer a replacement or refund, according to our Returns & Refunds Policy.
6. Contact
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Email: support@pawnvanaplanet.com
Our store is online 24/7.
Email is our main support channel and we aim to reply to all messages within 24 hours.