Frequently asked Questions

RETURNS

Can I return my purchase?

Yes, you can!

For online purchases: You can return your item(s) to us, as long as they reach us within 14 calendar days of the delivery date for local Singapore orders. We accept returns for items that are unworn, unwashed and unused, so long as their tags are unaltered and intact and the integrity of the packaging is unharmed. You will be issued a refund which may take up to 14 business days to process. Delivery fees, if any, will not be refunded.

For international online purchases: You can return your item(s) to us, as long as they reach us within 14 calendar days of the delivery date. Delivery of the returned items will be not be bared by us. Once we have received your item, we will then notify you via email and process the refund. Delivery fees, if any, will not be refunded.

For in store purchases: Purchases made in The Planet Traveller stores cannot be returned. However, you can easily exchange your item(s) at our stores. 

*Purchase of sale items (luggage, travel accessories, and bags) are final and cannot be returned or exchanged.

How do I return an item? (only applicable for online purchases)

Drop it off at one of our stores: It’s free!

Drop your parcel off at the cashier at any of our stores within 14 calendar days of the delivery date for local Singapore orders.
You will receive your refund within 14 business days* after dropping off your parcel at our store.

To view the our different store locations, click here.

Singapore:

9 Tai Seng Link
Lee King Hwa Building
Singapore 534 053

Mail it back to us:

  1. Pack the item(s) 
  2. Send your parcel using a traceable** mode of delivery to: 9 Tai Seng Link, Lee King Hwa Building, Singapore 534053
  3. Your return will be processed within 14 working days from the day we receive your parcel.

*Please ensure that your return order fulfills our Returns Policy before dropping it off at store, as the order will only be checked during processing after the parcel has been transferred to our office.
**We strongly encourage that your return is sent to us via a traceable mode as we will not be responsible for any lost mail sent through non-traceable mailing options.

How long does it take for my return parcel to be processed?

Returns will be processed within 14 business days (not inclusive of weekends and Singapore public holidays) from the date we receive your parcel.
We’ll drop you an email update once your return has been processed!

How will I receive my refund?

Your refunds will be debited back to the credit cards that was used to purchase your items.

Do I need to pay to return my items?

Fees will not be charged for returns. All you have to do is cover the postage to send the item back to us and we’ll take care of everything else!

LOCAL DELIVERY

What are the delivery options and when can I receive my order?

Upon order confirmation, we’ll need up to 2 business days to process and pack your parcel. It’ll then be dispatched to our local courier partners (NinjaVan or UrbanFox) for delivery.

We currently offer three delivery options so that you can choose the one that best suits your needs!

  • Normal Delivery: $5 surcharge. Within 3 business days upon dispatch.
  • Free Delivery above $80 spent: Within 3 business days upon dispatch.
  • Collect In Stores: Free! Within 2-3 business days upon order confirmation. 
Can I track my order?

At the moment, you are not able to track your orders.

Do feel free to email us in regards to your order at planet@theplanettraveller.com.

I haven't receive my parcel. Who can I contact?

Do look out for email notifications that we will be sending via email in regards to your order.

If you have trouble retrieving information about your delivery, email us at planet@theplanettraveller.com with your order number and we will be happy to assist you.

Are there restricted areas/zones in Singapore that you do not deliver to?

We generally do not deliver to army camps, hotels, and most of the islands in Singapore (only because we aren’t allowed to!).

For more information, email us at planet@theplanettraveller.com.

INTERNATIONAL DELIVERY

Do you deliver internationally?

Yes we deliver worldwide! DHL Express is our courier partner for all international deliveries.

All international shipping charges will be automatically calculated upon checkout.

For more info on DHL Express, click here.

Note: Depending on the destination country, customs clearance may cause delays in final delivery.

I haven't receive my parcel. Who can I contact?

Do look out for email notifications that we will be sending via email in regards to your order.

DHL Express will also email you a tracking number, once the shipment is initiated, which you can track here.

If you have trouble retrieving information about your delivery, email us at planet@theplanettraveller.com with your order number and we will be happy to assist you.

Will I be charged customs and import duty for my parcel?

The shipping fee paid during checkout is not inclusive of customs and import duties (duty delivered unpaid). You’ll be charged if there’s any fees involved. Our courier partner DHL Express will get in touch with you if there are any duties to be paid.

In most countries, any customs or import duties are only charged once the parcel reaches its destination. The Planet Traveller does not have control over these charges hence we are unable to include it in the shipping fee or advise on how much the cost will be as it varies between countries.

In order to avoid unplanned cost, it will be good to check with your local customs office before placing an order.

Here are some links which may be useful for you:

– Brunei
– Philippines
– Thailand
– Cambodia
– Vietnam
– Australia
– New Zealand
– China
– Japan
– Canada
– USA

PAYMENT

What are the available modes of payment?

For online purchases: We offer the following modes of payment – Visa, American Express and Mastercard.
For in store purchases: We accept cash in local currency (SGD) and most major credit cards.

What if I am unable to complete payment for my online order?

Orders with “Pending Credit Card Payment” statuses will be automatically cancelled after an hour. Any promo codes applied in the order will be automatically reinstated as well!

ORDER ISSUES

Can I amend or cancel my order after confirmation?

We try our best to pack your orders as soon as we get them to ensure its processed and delivered promptly. This means we are unable to amend or cancel any orders after confirmation.

For more information on how to return your order, refer to the ‘Returns’ section for more details.

I received a defective item. What should I do?

We’re extremely sorry for sending you a defective item!

For online purchases: Please email us at planet@theplanettraveller.com within 14 calendar days of receiving your order with the following information:

  1. Your order number
  2. The name/ product code of the defected item
  3. Photograph of the defect

The Planet Traveller team will be in touch on the next steps to take and advise on the availability of replacement.

Alternatively, you can head to any of our stores and make 1 to 1 exchange there, subject to stock availability.

I received a wrong item. What should I do?

We’re so sorry for mixing up your order!

Please email us at planet@theplanettraveller.com within 14 calendar days of receiving your order with the following information:

  1. Your order number
  2. The name/ product code of item you have ordered
  3. The name/ product code of item you have received
  4. A photograph of the picking list

The Planet Traveller Team will be in touch on the next steps to take and advise on the availability of replacement.

An item is missing from my parcel. What should I do?

Fret not! Do a quick check through your email inbox to see if our team has already reached out to you separately.

If you have not received any notice from us, please email us at planet@theplanettraveller.com with the following information:

  1. Your order number
  2. The name/ product code of the missing item
  3. A photograph of the picking list

The Planet Traveller Team will run a check for you!

EXCHANGES

Can I exchange my online purchase?

For online purchases: You are welcome to exchange your online order at any of our stores!  If the desired item is of a higher price, you may top up the difference with our cashier. If the desired item is of a lower price, unfortunately we are unable to refund the difference.

We accept exchanges for items that are unworn, unwashed, unaltered, and with their tags & packaging unaltered and intact.
All exchanges / returns at our store excludes sale items which includes travel accessories, luggage and bags. Please note that all exchanges are final, i.e. exchanged items cannot be further returned or exchanged.

The full addresses of our stores are listed here!

HOW TO SHOP

How do I shop?

You can make a purchase via our website (international) or visit our stores ( find our different store locations here).

Prices listed on www.theplanettraveller.com are in Singapore Dollars (SGD)

When making a purchase on www.theplanettraveller.com

  1. Choose the categories (Bags, Luggage, Travel Accessories) or brands (Bellroy, Pacsafe, Osprey and more) that you’re interested in and start browsing.
  2. When you find an item you desire, choose your quantity and add to cart.
  3. Make sure it is the correct size and item that you’ve chosen is in the shopping cart.
  4. You can continue shopping or complete your order by viewing your shopping cart.
  5. If you’d like to process your order, you can log into your account or sign up for a new account if it’s your first time purchasing.
  6. Check that your delivery address is correct.
  7. Choose your preferred delivery method.
  8. Select a payment method.
  9. Confirm your order and you’re done!

You’ll receive an email confirmation immediately when payment is successful.

What if the item I want is out of stock?

We are constantly updating the website with more varieties of travel items.
Select the “Notify me when available” button and include in your email, and we will automatically notify you when the item is available.

Alternatively, you can email us @ planet@theplanettraveller.com to enquire about the item and our team will gladly assist you.

 

STILL CAN’T FIND WHAT YOU’RE LOOKING FOR?

You can always reach us at planet@theplanettraveller.com and we’ll do our best to get back to you as soon as possible. Do ensure to include all relevant details like order information, photos or anything else that will allow us help you better. Our Customer Care team works on all weekdays (9am – 6pm SGT), excluding Singapore public holidays.