Last update: 16-05-2021
1) I live near you. Is it possible to pick up my order on site?
It is not possible to pick up your order on site. Orders are only shipped. Only retailers/professionals with a company number can pick up their order on site (by appointment), after having placed the order on our website.
2) Do you ship to Switzerland/Canada/Overseas France?
We do not ship outside the European Union & to the French Overseas Departments and Territories as we do not have the structure to process customs documents.
3) I would like to receive an invoice for my order.
Your invoice is sent by email in PDF format within a maximum of 10 days after receipt of payment. After about 10 days, the invoice can be downloaded from the customer area of our website: "My account -> My orders". Please contact us if you need the invoice sooner.
4) I made a mistake in the size, I wanted LP 33 rpm sleeves and I ordered 45 (or 78) rpm sleeves by mistake.
Please see the question below "If I am not satisfied with my purchase, what should I do?"
5) I did not receive an order confirmation by email.
If you do not receive an email from us, please check your spam folder. We advise you to add our email address "email@example.com" to your address book, so you will receive our emails without any problems.
6) Are all items in stock?
Unless a discrepancy in our system, the items indicated as "IN STOCK" (in the green frame on the product page) are really available in our stock and not in the stock of our suppliers. The quantity in stock is calculated in relation to the average demand. For large orders, please contact us for availability. Products that are not available because they are in the process of being restocked are displayed with the indication "Out of Stock". In this case, do not hesitate to contact us for information on the availability time.
7) When will my item be shipped?
Your order will usually be dispatched within 24 hours, working days. We do not ship during the weekend. For example, orders placed on Fridays are shipped on Mondays. Reseller orders are shipped within 48 hours. Orders with more than 10 different items can be shipped within 48 hours.
8) What is the shipping method?
Orders are sent from Belgium with the transport companies GLS and DPD. As our products are heavy and/or bulky, we cannot ship with the Belgian or French Post. We offer two possibilities: "GLS FlexDelivery" and "DPD Relais Pickup". (French retailers have the possibility to choose Chronopost or GLS as carrier).
Your parcel will be delivered to your home or workplace within 2 to 3 working days after shipment. Insurance up to 500,00 Euro is included. Please enter the Digicode in your delivery address. When the package is scanned in the GLS depot, you will receive an email with which you can give instructions to GLS:
- Delivery on a new date (up to D+4)
- Delivery to a new address, such as your place of work (please allow an extra 24 hours for processing)
- Collection of the parcel from a GLS branch
- Delivery of the parcel to the Relay Point of your choice
DPD Relais Pickup
When you place your order (under 20 kg with small items; packaging items and storage boxes are excluded), you can choose the DPD Relais Pickup nearest you. These DPD outlets are local shops: newspapers, bookshops, food shops, cafés, newsagents, florists, etc. Our site automatically suggests the DPD outlets closest to the main delivery address you entered in your customer account. Choose the one that suits you best. This method of delivery has the advantage of not requiring you to be present at home during delivery.
9) I work and I am not at home during weekdays, how can I receive my package?
Don't worry and don't take a day off work for this, especially as there is a risk that the carrier will not come on your day off due to unforeseen logistical problems. The easiest way is to have the parcel delivered to your workplace or another address where there is always someone present. Many of our clients do this. Another option is to collect your parcel from a DPD pick-up location near your home.
10) When the driver comes and I'm not at home, what can I do to obtain my package ?
If you are absent at the time of delivery, the driver will leave you a notice of passage. You can then go to the GLS website and choose one of these options for a new delivery: 1) by appointment, 2) at a Pickup Relay, 3) at a GLS branch, 4) at another address, 5) to a neighbour.
11) I would like to add an item to my order.
We cannot change an existing order. If you have paid by credit card and your order has not yet been shipped, we can still cancel the order and refund your payment. Then you can place a new order by adding the extra items. If you paid for your order by bank transfer, we unfortunately cannot cancel and refund your order. In this case, it is not possible to add items.
12) I would like to receive a free sample of one of your products.
We do not send out free samples. You can order items on our website in small quantities. If the goods do not suit you, we will send you a return label. We will pay the return shipping costs, and the original shipping costs will be refunded.
13) My package has been returned to sender, can you please resend it?
All parcels that are returned to us (because of failed delivery or the parcel was not collected from the relay point within the time limit) are all refunded. They are not returned. If necessary, you can reorder.
14) If I am not satisfied with my purchase, what can I do?
You have 14 days to return the product. Please ensure that the product is returned to us in its original condition. To return the goods please contact us. We will send you a label by email which you can cut and paste onto the package. Then you can take the package to a DPD Relais Pickup near you.
We will refund the goods (if they are in their original condition) within 14 days. We will pay the return shipping costs. The original shipping costs will also be refunded if the entire order is returned. If only a part of the order is returned, the proportional shipping costs will be refunded.
15) An item is missing from my order, what should I do?
We may have sent your order in two separate packages. Please check the shipping email we sent you and click on the tracking link provided to verify this. If your order was shipped in two packages, two different tracking numbers will be available.
If your order is missing an item, please contact us with your order number and the reference of the missing item. We will then process your request as soon as possible. Please note that the entire order preparation process is filmed, to avoid any misunderstanding.
16) What should I do if the package/product is damaged upon receipt?
If the parcel seems to be damaged during delivery, it is essential to mention the damage on the delivery note that will be given to the driver. Then, contact Planète Disque immediately.
17) I have another question!
Do not hesitate to contact us. You can find our contact details on this page.