eplanetworld

FAQ

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa & American Express. We only take payment once your order has been shipped. We also accept payment by PayPal or HitPay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or HitPay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://eplanetworld.com/account/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at eplanetworld@planet-telecoms.com.sg just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via eplanetworld@planet-telecoms.com.sg, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

Orders that ships within Singapore will be delivered within three to five days. Shipping to countries outside of Singapore may take up to 14 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

What countries do you ship to?

Except for Mobile Handsets We ship to SouthEast Asia regionally. Please email us at eplanetworld@planet-telecoms.com.sg before ordering to make sure we can deliver to your geographical location.

How much is shipping?

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. We will advise you on the postage fees for different destination countries. 

Returns

Can I return or exchange an item?

You can absolutely return your item to us, within 7 days after receiving it, if the item cannot work or damaged. Return item must contained in its original packaging with all tags and labels attached. 

How do I return an item?

Please contact our customer service team via eplanetworld@planet-telecoms.com.sg. Providing the return is within the 7-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

What do I do if I lose my return note?

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via mailto:eplanetworld@planet-telecoms.com.sg  with the details. We’ll respond within 48 hours.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.