Frequently Asked Questions (FAQs)

Have you searched the site but not found what you were looking for? These frequently asked questions should help you. Having browsed the list below however, should your question still remain unanswered, please do not hesitate to contact us.

• Managing Your Account
• Placing and Changing Orders
• Despatch and Delivery
• Returns and Refunds
• Website and Product Suggestions
• Our Services
• How to Contact Us

Please Note: We are currently updating our FAQ section to enhance your shopping experience with us. As such, some areas may not be available to view and we apologies for any inconvenience this may cause.

Should you have any questions in the meantime, please do not hesitate to contact us by email or telephone.

Planet Dance FAQs - Managing your Account

Subcribing to the Planet Dance E-Bulletin

If you would like to receive our newsletter containing our latest news plus details of new products and special offers, you can subscibe to the Planet Dance E-bulletin. You can do this by selecting 'Subscribe Now' at the top right hand corner of each page or 'Click Here to Subscribe' from our Home page.

You will only be required to enter your email address and name. No further details are required for this service and this does not create an account with us.

Creating Your Account

You will only set up your Planet Dance Account when you place your first order with us. As part of the order process, when you have selected the items you wish to purchase you will asked to register as a new customer by selecting 'New Customers Please Click Here'. Once you have entered your details your account will be created.

What is Your Account?

Your account is the place to go to view your Planet Dance orders. You can view your purchase history with us and check the status of your orders. Your Account is set up automatically for you when you place your first order. To access it, click 'Sign In' at the top right hand side of each page. You will be promoted to enter your registered email address and password to sign in to your account.

Forgot Your Password

Don't worry if you've forgotten your password. By completing the following simple steps, we will send you an email to remind you:

• Select 'Sign In' at the top right hand side of the page.
• Select 'Forgot your Password'
• Enter your registered email address in the box provided and we will send you an email with your password.

Changing Your Account Details

If your account details have changed since you first registered, you can change them when you place your next order by completing the following steps:

• Once you have placed your chosen items into your shopping basket, you will be prompted to sign in as a 'returning customer'.
• Once you have signed in with your regsisted email address and password your existing account details will be displayed.
• Select 'If your details are not correct please click here'.
• Amend the details you would like to change eg: address etc and select 'Update Details'.

If you'd like to change your account details, but don't want to place an order just yet, you can do so by calling our Contact Centre on 0844 887 0224 or sending an email to

Planet Dance FAQs - Placing and Changing Orders

Finding the Items You're Looking For

There are a number of ways to find the items you want to order:

• Search by Department:You can search by department by clicking on a relevant 'Go Shopping' category on the left hand side of every page. Once you click on a main category for example 'Ladies Dancewear', the left hand menu will then expand to show the sub-departments, You can then further refine your selection by clicking on the categories at the top of each page
• Search by Brand: You can view your favourite brands by clicking on 'Shop by Brand' which is the located under the 'Go Shopping' list on the left hand side of every page.
• Search by Keyword: You can use the 'Search Site' facility located on the top left hand menu of every page. Simply enter your keyword or phrase and click 'Go'.

Placing an Order

You can place your order either on-line via our website, via the telephone, by post or in person at our Yorkshire showroom. For further general details, please see our 'Ordering and Delivery' section. We also suggest that you read our 'Terms & Conditions'. You may also find the following FAQs regarding order placement useful:

Card Payment Confirmation

On completion of your on-line payment, as well as receiving an email from us confirming your order number, you will also receive an email from Protx, our on-line payment service provider, confirming the result of your on-line payment. Please note: only orders supported by a successful payment transaction will be processed. Should you recieve a 'payment failure notification' this indicates that the payment has not transacted and your order will remain in a pending status until payment is received.

Should this happen, you can either try again, placing another order on the website, where you will be given a new order number to replace your existing one. Alternatively, you can call our Contact Centre on 0844 887 0224, quoting your existing order number and we can transact the payment over the phone for you.

How to Change an Order

Once your order has been placed and you have been given an order number, should you wish to make any changes to it, you can do so by calling our Contact Centre on 0844 8870224. We can change items for you to the point of despatch, but unfortunately we are unable to add any additional items to your order.

How to Cancel an Order

You can cancel an order at any time prior to despatch. You can do this by contacting us and we will cancel the order and refund any payments made. Although you may contact us by your prefered contact method, we recommend that you call us wherever possible, as we do not accept responsibility for delayed or non-receipt of emails or postal cancellation requests.

Planet Dance FAQs - Despatch and Delivery

For general details on despatch and delivery, please see our 'Ordering and Delivery' and 'Terms & Conditions' sections. You may also find the following FAQs useful.

Delivery Rates

Planet Dance despatches orders Worldwide with carriage payable on all non-collection orders under £250. For current postage & packaging rates, please see our Postage & Packaging Matrix in our 'Ordering and Delivery' section.

Delivery Options

As standard all orders are despatched using Royal Mail 1st Class Recorded Delivery for UK destinations and Royal Mail International Signed For for international desinations. In addition, we also offer the following delivery options:

• Next Day Service: We offer a next day delivery service for UK deliveries on all in-stock items. This costs an additional £5.00 per order and can be arranged by calling our Contact Centre on 0844 887 0224.
• Collect in Store:You can save on postage by collecting your order from our Yorkshire showroom. Simply select the 'Collect in Store' option at the on-line checkout. We will then contact you when your order is ready for collection. Payment will be processed in-store at the point of collection.

Availability Guide

Where your goods are in-stock you should receive your order within 1 to 3 days from order payment. Where the goods are out of stock, you should receive your order in line with delivery due date advised against the product. Multi-item orders may be despatched in separate instalments, subject to individual availability, but you will only be charged one delivery fee.

Tracking your Order

You can track your orders on line and view your order history at any time. Simply log in by clicking 'Sign In' at the top of each page. You will prompted to enter your registered email address and password. Once entered you will be given a list of all your orders old and new and the current status of each. Each of your orders will be given an 'Order Status' from the list below:

Processing: This means that the order is currently being processed and has not yet been despatched.
Despatched: This means that the order has been despatched and is on it's way to you. It will list the despatch date and also the Royal Mail tracking reference number. You can track the progress of your parcel by visiting the Royal Mail website on and entering your tracking reference number.