Need Help?

We’ve collected the most commonly asked questions and answered them all here below to help you.

We are happy to help you with any questions you might have regarding your shopping experience with Planners Avenue. Please read through the Frequently Asked Questions below first before contacting us. contact us here.

 

GENERAL

Hours of Operation

We’re here with a friendly smile to offer you customer service from Monday – Friday, 9:30 AM – 3:00 PM Australia Sydney Time. Please note that orders will NOT be processed during weekends or holidays. Orders placed after 1 pm AEST will be processed the following business day.

I really want an item, it is out of stock. Will it come back in stock?

We are constantly adding new items to the shop, and sometimes items are seasonal and have limited stock.

When a product is out of stock you can request to subscribe for an update for the product as we will email you as soon as the product is available to purchase.

How do I register to shop on the Planners Avenue website?

Simply click on the Register” link on the top right-hand side of the header menu bar to create a new customer account.

Whats the difference between the Mystery Sticker Kit and PlanB Sticker Kit Subscription

The PlanBee sticker subscription is a holiday / seasonal themed collection mailed to you each month.

  • As a subscriber, you will receive the collection early before it is released in the shop 2 weeks later. 

The mystery sticker kit honey pot is a surprise sticker set with an anytime theme, available for one-time purchase or as a subscription.

  • The mystery sticker kit will not be available to purchase immediately but maybe some months later.

 

CUSTOMER LOGIN

How do I access my Account?

Simply click on the “Log-in” link on the top right-hand side of the header menu bar.

What can I do if I need to change my email address?

You can update your details anytime if you have a registered account. Click My Account at the top right in the menu to update your address, phone or email address for your account.
If you have placed an order as a guest without an account, please send us an email and mention your order number, name and correct email address and we will change it for you.

Why can't I log in?

Only registered customers can log in. If you are not yet a registered customer, please register and the username and password will be sent to you by email.

Why am I having trouble opening my invoice?

You need Acrobat Reader software to open your invoice. Click on the link below and download Acrobat reader in seconds:

I forgot my password, how can I request a new one?

No problem! Simply click on the link below and enter your email address. A new password will be sent to you.

 

ORDER

Am I required to have an email address?

Yes, a valid email address is required for you to place an order. We also send you order and shipping confirmations by email.

How do I know if you have successfully received my order?

When your order has been placed with successful payment, a confirmation email will be sent to you. This is usually within the hour and no more than 24 hours. Please note that this may go into your junk/spam if you have not shopped with us online before.

How do I make an adjustment or cancel my order?

Getting this awesome product out to you quickly is our #1 priority so unfortunately, we are unable to make any changes to an order once it has been placed. Please email us ASAP and have your order number handy to cancel! Only if the order hasn’t been processed, we will do our best to cancel it.

I forgot to use my discount code, what next?

We are not able to apply the discount code or provide a refund for a missed code if you have already completed your purchase.

I placed several orders in one day can they be combined?

We’ll gladly combine orders for you were possible, so long as your order has not already been packaged.

You must email us to let us know the order numbers you would like to request combine shipping for. 

We will confirm for you if we are able to meet your request (subject to your order having not already been packaged).  The shipping difference from your combine orders will be credited to you as shop credit via a coupon that you can redeem against your next order.

I placed an order, but I didn’t get a confirmation email

Order emails can take up to 12 hours, if you still haven’t received an email, we’re happy to look into this for you. Contact us here and we’ll happily sort it out for you!

What forms of payment do you accept?

We gladly accept PayPal, Visa, MasterCard. 
(coming soon) AfterPay and ZipPay.

Why am I getting an error message that my zip code is invalid at checkout?

Check to make sure that the billing address you entered matches the address on file with your credit card company.  That usually does the trick!

 

PRE-ORDER

What is a Pre-Order

A pre-order item is a product listed that is not yet released or available to ship.

How can I tell which products are listed as pre-order items?

A product available for pre-order is visible by having a yellow banner on the image or a yellow notification on the product page.

How do I get in early and order a product on pre-order so I don't miss out?

You can add a pre-order item to your cart and checkout as normal. Once full payment is received, you will have then reserved/purchased the item before it is actually available for us to ship.

When will the pre-order products be shipped?

Each product available for pre-order will have an estimated shipping date in the product description (to the right of the product image). Please note, these are estimated dates only. There may be unexpected delays caused by customs or shipping carriers.

Can I mix pre-order products with products that are in stock?

It is advised to make two separate orders to avoid delays. One order for pre-order items and one for non pre-order items. If preorder products are not placed on separate orders, the order will be despatched once the pre-order items are ready to be sent.

 

SHIPPING

How much will shipping cost?

All shipping is calculated based on size & weight and will be automatically calculated at the checkout prior to payment. The prices below are approximate as a guide.

FREE parcel insurance with every parcel post order! – not available for letter mail.

You will have the choice of Regular post and Express post.

REGULAR POST – DOMESTIC Within Australia

Regular orders within Australia are sent via Australia Post and includes tracking. 

Regular Post Pricing:

  • $11.50 AUD – Up to 500g [ Small Parcel ]
  • $14.50 AUD – Up to 1kg   [ Medium Parcel ]
  • $17.50 AUD – Up to 3kg   [ Large Parcel ]
  • $20.50 AUD – Up to 5kg   [ XLarge Parcel ]


EXPRESS POST – DOMESTIC Within Australia

Express orders within Australia are sent via Australia Post and include tracking. 

Express Post Pricing:

  • $14.50 AUD – Up to 500g
  • $18.50 AUD – Up to 1kg
  • $21.50 AUD – Up to 3kg
  • $27.50 AUD – Up to 5kg
Do you have a shipping calculator?

Yes we do! Once your cart is full you can proceed to checkout and enter in your address to get an estimated shipping cost for your order.

How can I track my delivery?

When your order has shipped, you’ll receive an email with a tracking number. Use this tracking number to track your order at Australia Posts website. 

You can track your order delivery on the Australia Post website:
AUST POST TRACKING 

 

INTERNATIONAL ORDERS

What countries do you ship to?

International shipping is only available for the following countries and for orders weighing up to 2kg with a value up to AUD$500.
Belgium, Canada, China, Croatia, Denmark, Estonia, France, Germany, Hong Kong, Hungary, Ireland, Israel, South Korea, Lithuania, Malaysia, Malta, Netherlands, New Zealand, Poland, Portugal, Singapore, Slovenia, Spain, Sweden, UK and USA.

How are International shipping rates calculated and sent?

International orders (not living in Australia) are sent via Australia Post Standard Economy Air Parcel and include tracking. Insurance to protect your package against loss or damage can be added at checkout.

Postage is calculated based on weight and will be automatically calculated at the checkout prior to payment. If your items are lightweight at times we can ship for a lower postage rate than calculated at checkout. If your order is shipped for at a lower cost than your paid shipping we will send you a refund for any additional shipping cost.

Do you have a shipping calculator?

Yes we do! Once your cart is full you can proceed to checkout and enter in your address to get an estimated shipping cost for your order.

Do I have to pay customs/taxes/fees once the parcel arrives in my country?

Yes, it is your responsibility to pay all tariffs, duties and taxes.
In accordance with Australian export regulations, we are required to declare the exact value of all items and identify the order as dutiable merchandise. It is the customer’s responsibility to pay for any customs duties, taxes or other fees that may be imposed. We are not responsible for any exchange rate differences.

 

RETURNS AND REPLACEMENTS

What is your Refund and Returns Policy

We only accept returns for products that are faulty, or if they were supplied incorrectly.

We will not issue a return or refund for change of mind if you choose the wrong product or no longer want the products ordered.

We do not accept returns, exchanges, or refunds. All sales are final.

If you require items by a certain time please contact prior to purchasing to ensure it can be delivered within your deadline, as refunds will not be given for items arriving after the date you require them.

In the unlikely event that your item is faulty, please contact us in writing (email us here) within seven (7) days of receiving your order. If 7 days have gone by since receiving your goods, unfortunately, we can’t offer you a refund, exchange or replacement.

To be eligible for a refund, replacement or exchange, your item must be in the original condition as you received it, unused and in original packaging. Returned faulty items will not be accepted if items are not in original condition & original packaging.

Return delivery is at the cost of the customer. Please do not send your items back before contacting us as your return has to be approved first.

Once the item is received by us at Planners Avenue and the fault identified, either a full refund on the item price shown on your order invoice will be given or a replacement product provided.

After receiving your returned items, your approved refund request will be processed. A credit will automatically be applied to your credit card or original method of payment and we will email you to confirm when the refund was made.

If after 7 days you have not received your refunds to your account, first check your bank account again. Then contact your credit card company, and bank as it often takes some time before your refund is processed by your financial institution.  If you’ve done all of this and you still have not received your refunded funds, please contact us

Something is wrong with my order or product. What should I do?

Please email us with the following information:

  • Your name
  • Address
  • Online order number
  • 2 x Photos showing the damage to the product that includes a note in your photo with your name and date on the note. ( 1 photo close up of the damage and 1 photo full view of the product)
Can I cancel my order?

There is no cancelling of orders. You agree to purchase the items when the order is placed.