Our Commitment to You

At Planetnusa Store, we believe that confidence in your purchase is as important as expressing your unique style. Our Shipping & Returns Policy is designed to ensure your complete satisfaction with every fashion find from our Bestsellers, Mix, Match & Catch, and Women’s collections.

Shipping Information

We’re proud to serve customers worldwide (excluding some Asian and remote areas). Our shipping options are designed to get your fashion finds to you as quickly and efficiently as possible.

Order Processing

All orders are processed within 1-2 business days after receiving your order confirmation. You will receive a shipping confirmation email with tracking information once your order has shipped.

Shipping Methods & Timeframes

Shipping Method Cost Delivery Time Carrier
Standard Shipping $12.95 10-15 business days after shipping DHL or FedEx
Free Shipping Free on orders over $50 15-25 business days after shipping EMS

Note: Delivery times are estimates and may vary depending on your location and customs processing. During peak seasons, delivery times may be extended.

Returns & Exchanges Policy

We want you to love your Planetnusa fashion as much as we do. If you’re not completely satisfied, we’re here to help.

Policy Summary

  • We accept returns and exchanges within 15 days of delivery
  • Items must be unworn, unwashed, with original tags attached, and in original packaging
  • Return shipping costs are the customer’s responsibility unless the return is due to our error

Return & Exchange Process

  1. Initiate Your Request
    Contact our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for Authorization
    Our team will review your request and email you a Return Authorization Number and shipping instructions within 2 business days.
  3. Package Your Items
    Include the original packing slip and ensure items are in original condition with tags attached. For exchanges, please specify your preferred size or alternative item.
  4. Ship Your Return
    Send your package to our returns center:
    Planetnusa Store Returns
    2049 Dola Mine Road
    Raleigh, NC 27603
    United States

Return & Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Body:
Dear Planetnusa Store Customer Service Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]
Date Received: [Date You Received Order]
Item(s) to Return/Exchange:
Product Name: [Item Name from Bestsellers/Mix, Match & Catch/Women’s Collection]
Size: [Size]
Color: [Color]
Quantity: [Quantity]
Reason for Return/Exchange: [Please describe the reason]
For Exchanges: Preferred replacement item/size: [Details]

Contact Information:
Full Name: [Your Full Name]
Email: [Your Email Address]
Phone: [Your Phone Number]

Thank you for your assistance.
Sincerely,
[Your Name]

Refund Information

Processing Time
Once we receive your returned items, please allow:

  • 2-3 business days for inspection and processing
  • 5-10 business days for the refund to appear in your original payment method

Refund Method
Refunds will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): Refunded to your card account
  • PayPal: Refunded to your PayPal account

Note: Original shipping fees are non-refundable. For exchanges, we’ll cover the shipping cost for your replacement item.

Non-Returnable Items

To maintain quality and hygiene standards, the following items cannot be returned or exchanged:

  • Items without original tags or labels
  • Items showing signs of wear, washing, or alteration
  • Personalized or custom-made items
  • Items purchased during final sale or clearance events (clearly marked at time of purchase)
  • Underwear and intimate apparel for hygiene reasons

Important: All items from our Bestsellers, Mix, Match & Catch, and Women’s collections must be returned in their original condition with tags attached to be eligible for refund or exchange.

International Returns

As we serve customers worldwide (excluding some Asian and remote areas), international returns follow the same policy with these additional considerations:

  • Customers are responsible for international return shipping costs
  • Customs duties and taxes for returned items are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional customs charges

Questions?

Our customer service team is here to help you with any questions about shipping, returns or exchanges:

Email: [email protected]
Response Time: Within 24-48 hours during business days
Address: Planetnusa Store, 2049 Dola Mine Road, Raleigh, NC 27603, United States

Thank you for choosing Planetnusa Store. We’re committed to ensuring your style journey is as seamless as our shipping and return process!