Frequently Asked Questions

Got a question?
Don't worry, we've all been there. Here you'll find the most important answers 👇

 

🛒 When is my order finalized?

Your order is a purchase proposal.

After submitting it, you'll receive an email with the order number. 👉 Final confirmation only happens once your order has been shipped, after our staff has verified the actual availability of the item.

 

❌ Can I cancel an order?

Yes, you have 24 hours to request a cancellation.

You can do it:

By phone
Through the contact page

After 24 hours, the order goes into processing and can no longer be cancelled.

 

🚚 How long does shipping take?

Once shipped, the courier generally delivers within 24/72 working hours.

👉 Times are indicative and may vary due to causes beyond our control.

 

💸 Are shipping costs included?

No, they are calculated at checkout.

👉 Shipping is free for orders over €150 (up to 5kg).

 

📦 What happens if my order arrives late?

We always do our best to ship quickly.
If the courier slows down… unfortunately we can't teleport packages (we're working on it 😏).

👉 If there's a problem, contact us: we'll help you sort it out.

 

📉 Can I make a return?

Yes, you have the right of withdrawal within 14 days from delivery.

Conditions:

product intact
unopened
in the same condition as received

 

💰 How does the refund work?

 The refund is issued within 14 days, to the payment method used.

Once we receive the return:

we refund the product amount
excluding shipping costs

 

⚠️ Can there be deductions?

Yes.

If the product is damaged or used, we may apply a reduction to the refund.

 

📦 I received the wrong product

Contact us right away.

👉 We may ask you for photos or videos to verify the issue and find the fastest solution.

 

📦 The product arrived damaged

If you notice anomalies or defects in the outer packaging:
always accept with reservation

Without reservation, we can't take action on transport damage.

If you purchased insurance (€5): and you received a damaged product, in this case if the disputed product is still available we'll proceed with replacement, alternatively with a refund upon return of the product.

 

 

🛡️ Can I protect my order?

Yes, you can add the insurance service.

👉 In case of issues:

replacement
or full refund

Recommended for collectible products.

 

🎨 Damaged custom products?

With insurance: we cover shipping + repair

Without insurance: transport damage is at the customer's expense
(but we always document the shipment with photos/videos)

 

⏳ When do pre-orders arrive?

As soon as they arrive in store, we ship them.

👉 Times depend on the manufacturer and may vary.
You'll always find an updated (estimated) timeframe on the product page.

 

❌ Can I cancel a pre-order?

No, pre-orders are non-refundable.

👉 However, you can:

swap the reserved product for another item
or choose something of higher value

In case of delays:

refund within 6 months
after that → store credit

 

📞 How can I contact you?

Always here:

Email
Phone
Contact page

We never disappear. We reply.

 

📬 Can I change the address?

Yes, only before shipping.

 Contact us right away (phone is best).

 

📦 How do I track my order?

You'll receive the tracking via email.

👉 You can follow it directly on the courier's website.

 

🚫 I wasn't home at delivery

The courier will make a second attempt.

👉 In some cases the package will need to be picked up at a collection point
👉 Address change: €5 fee

 

⚠️ I entered wrong information

Popsplanet is not responsible for errors in the information entered.

👉 Always double-check before confirming.

 

📦 Can I get safer packaging?

Yes.

👉 You can add our protective cases for collectors (protectors).

 

🧾 Will I receive an invoice or receipt?

Yes.

👉 If you want an invoice, enter your details before payment.
Once the purchase is completed, it won't be possible to request an invoice unless the appropriate option was selected during the transaction.

 

🛒 Can a product appear available but not actually be?

It can happen (rarely).

👉 In that case we'll contact you for:

refund
or alternative

 

🔄 Can I swap a product?

It depends.

👉 If the order hasn't been processed yet → yes
👉 If it's already at an advanced stage → no

 

🌍 Do you ship outside Italy?

Yes, absolutely.

👉 Costs are calculated at checkout.

 

 

In short

If you have a question: write to us.

If there's a problem: we'll fix it.

If there's a solution: we'll find it.