Frequently Asked Questions

1) I live nearby. Can I collect my order?

Planète Disque is an online shop. Collection from our warehouse in Temse is no longer possible. All orders are shipped to the delivery address provided when placing your order. It is not possible to make purchases on site.

2) I missed your last promotion. Can I get a new discount code?

Our promotions usually last one week. On the final day of the offer, we send an email reminder. (Please make sure you are subscribed to our newsletter. You can subscribe using the sign-up field at the bottom of the page.) These promotions address temporary needs: reducing excess stock, freeing up warehouse space or making use of available capacity for preparing orders. They are therefore valid only during the announced period. We do not extend or reactivate discount codes once they have expired. To benefit from an offer, please place your order during its validity period.

3) How can I obtain an invoice?

Your invoice will be emailed to you in PDF format immediately after your order has been dispatched. You can also download it from your customer account under “My orders”.

4) My payment has been declined. What should I do?

Even if authentication with your bank is successful, your payment may still be declined. Each transaction is subject to specific checks, such as payment limits, security checks, card restrictions or technical issues. A declined payment therefore does not necessarily mean there is a problem with our website.

You can try using a different browser or device (computer, tablet or smartphone), or use a different bank card. If your payment is still declined, contact your bank to find out why and how to get the payment authorised.

You can also select "Bank transfer" during checkout. You will receive the bank details and the reference to include with your payment. Your order will be dispatched after we receive your bank transfer, once all items are available.

5) I ordered products in the wrong size. What should I do?

For example, did you order sleeves for singles when you needed sleeves for LPs? Please see question 13 for information about returning products.

6) I could not collect my parcel in time and it has been returned to you. What happens now?

Parcels are usually held at Parcel Shops for only 4 days. Please check the collection deadline in the carrier’s message. Parcels that are not collected in time and are returned to us are not sent out again. Once we have processed the return, we refund the products. The original shipping charges are not refunded, as the carrier charges us for both the original shipment and additional return shipping costs. If you would still like to receive the products, please place a new order.

7) I have not received my refund yet.

A refund may appear in different ways, depending on when it was processed:

• Within 24 hours of payment: the charge to your card may be cancelled or adjusted directly. For example, if you paid €100 and we refund €20, you may only see a charge of €80, without a separate €20 refund. If we refund the full payment on the same day, neither the original charge nor the refund may appear on your statement. Since October 2026, we no longer cancel orders or refund payments for the purpose of adding items or placing a replacement order. All confirmed orders are dispatched.

• After 24 hours: the refund usually appears in your bank account or on your card statement within a few days. Depending on your bank and how the payment is processed, this can sometimes take up to four weeks.

If your refund has still not appeared after this period, please contact our customer service team and include your order number.

8) Can I add items to an order that has already been placed?

Before confirming your order, please check that all the items you wish to purchase are in your basket. Once your order has been confirmed, we cannot add any further items. We also do not cancel orders so that they can be placed again with additional items, regardless of the payment method used. If you would like to order more items, please place a new order.

9) How will my order be shipped?

Your order will be shipped from Belgium with GLS, DPD or PostNL. The carrier is selected according to the products ordered.

For small parcels weighing up to 19 kg, you can choose an available parcel collection point / Parcel Shop during checkout. This option is intended for record sleeves, cleaning products and turntable accessories. Storage boxes, shipping boxes and Really Useful Boxes are excluded.

10) When will my order be dispatched?

Orders containing only in-stock items are dispatched within 1–3 working days. We do not dispatch orders at weekends. If your order includes an item marked as available “ON ORDER”, your entire order will be dispatched once all items are available. Is your order urgent? Please email mail@planetedisque.com and include your order number. We will do our best to give your order priority.

11) Why is shipping not free?

Preparing, packing and shipping your order involves costs. We choose to charge shipping separately rather than include these costs in the price of every product. This allows us to offer our products at a fairer price, especially when you order several items: you pay shipping once for your entire order.

12) Are all products in stock?

Products marked “IN STOCK” on their product page are available in our warehouse, rather than simply being available from our suppliers, except in the rare event of a stock error. If you wish to order large quantities, please contact our customer service team to check availability.

Products marked “ON ORDER” are expected on the date shown on the product page. If no date is indicated, they are usually available within a few days. If your basket contains one of these items, your entire order will be shipped together once all items are available.

13) What should I do if I am not satisfied with my purchase?

As a consumer, you have a 14-day cooling-off period. Please contact our customer service team to arrange your return.

We will email you a return label to print and attach to your parcel. You can then drop it off at a GLS Parcel Shop near you. Please pack the products carefully and return them in their original condition. Your refund will be issued using the same payment method you used for your order. Return shipping costs (€9.90 for EU and €6.90 for Belgium and France, including VAT) will be deducted from your refund. The original shipping charges will also be refunded if you return your entire order. We process returns once every two weeks.

14) Can you send me a free sample of one of your products?

Please contact our customer service team.

15) Which payment methods do you accept?

You can pay by Bancontact, iDEAL | Wero, bank transfer or credit card. Due to its high fees and the additional administrative work involved, PayPal is not offered directly as a payment method on our website. If you are a private customer and have no other payment option, you can select “Bank transfer” during checkout and then pay via PayPal to paypal@planetedisque.com. Please include your order number and email us to let us know that you have paid via PayPal, as we do not check our PayPal account every day.

16) How much does shipping cost?

Shipping costs depend on the destination and the contents of your order. The amount is displayed during checkout, before you confirm your payment. You can find more information on our shipping page.

17) Can I track my order?

Yes. Once your order has been dispatched, you will receive an email containing the tracking details. You can follow your delivery using the link in this email. Your order may consist of several parcels, which may not all arrive at the same time.

18) What should I do if my parcel or a product arrives damaged?

If the packaging is visibly damaged on delivery, please ask for the damage to be recorded as accurately as possible on the delivery note. Then contact our customer service team as soon as possible. Please include your order number and, if possible, photos of the packaging and damaged products so that we can help you promptly.

19) An item is missing from my order. What should I do?

Your order may have been shipped in several parcels, which may not all arrive at the same time. Check your dispatch confirmation and tracking links to see whether another parcel is still on its way. If an item is still missing after all parcels have arrived, please contact our customer service team and include your order number, the product reference and the missing quantity. We will check your order as soon as possible. The entire packing process is recorded on video, allowing us to verify which items were packed and give you a clear answer.

20) Can I order without VAT using my VAT number?

Belgian businesses: VAT is charged on your order. You can then deduct this VAT through your VAT return, provided you are entitled to do so, using our invoice sent via Peppol.

Businesses based in other EU countries: you can order without VAT for delivery to an EU country other than Belgium, provided you have a valid intra-community VAT number. Please enter this number in both your delivery address and your billing address before placing your order. Our website checks your VAT number against the European VIES database. Once your number has been validated, VAT is automatically removed from your order.

21) My VAT number is rejected. What should I do?

First, check that your VAT number is valid on the official European VIES website and that you have entered it correctly.

If your VAT number is valid but our website still displays an error, please create your address without entering your VAT number, then contact our customer service team. We can then add your VAT number to your address manually.

Important: If you have a VAT number but are subject to a VAT scheme that does not allow you to reclaim VAT, please leave the VAT number field blank.

22) I have another question!

Our customer service team will be happy to help. Please do not hesitate to contact us. You can find our contact details on this page.