Frequently Asked Questions

Once your order has been confirmed, you will automatically receive an order confirmation email. If you placed this order from your Pool Planet account, you will be able to access it from your order history.

You can access your customer account to check the status of your order. Is this your first order? It is possible that your mailbox, which does not yet recognize our brand, may incorrectly redirect emails to the "junk mail" folder. So, please check your spam.

Confirmed orders cannot be modified. However, you can cancel your order by sending us an email at the following address: contact@poolplanet.fr IF your order has already been picked up by the carrier, you will need to receive it and return it to us or refuse the goods upon delivery.

If your parcel does not reach you on time, due to a delay by the Post Office or the carrier, please do not hesitate to contact us so that we can take the necessary steps. However, we cannot be held responsible for this, as the time and date of deposit will be taken as proof.

You can return your product within the 14-day cooling-off period from receipt of your order by contacting customer service by email at contact@poolplanet.fr

You can reach us:

• by phone at: 07 67 08 97 83
• by email: contact@poolplanet.fr
• via our contact page

Pool Planet offers several payment solutions: credit card, PayPal, and bank transfer. Payment by bank transfer is a longer process. We must wait for your payment to be received in order to validate the order. Important note: In order to avoid unnecessarily tying up our stock, you have a period of 5 days (excluding weekends / public holidays) between the validation of the order on our site and the receipt of the outstanding balance in our account.

Our store uses the credit card payment platform, via the Stripe service. Payments are 100% secure.

You do not need a PayPal account to pay by credit card through their service.

You can use your promo code in your cart by clicking on the "promo code" tab. Once the promo code is applied, your cart will automatically update.

Our packages are shipped from our warehouse in La Rochelle, France. Delivery times to mainland France are 48-72 hours, except for palletized shipments (for heat pumps, for example), which take 5 working days. For deliveries to Corsica and abroad, please allow 5 to 7 working days. For French overseas territories, delivery times are 15 working days. Please note that if there is a public holiday during the week, delivery times may be extended. These times are given for information only. Poolplanet cannot be held responsible for longer delivery times.

All orders placed before noon, Monday to Friday, are shipped the same day. Orders placed in the afternoon are shipped the next business day.

Our parcels are shipped daily via carriers DPD, Colissimo, Chronopost or by pallet and are insured.

For mainland France, shipping is free for purchases of 150 euros or more. For all orders below this amount, and for shipments to Corsica, French overseas departments and territories, and abroad, the shipping cost depends on the weight of your package and the destination. The price will be displayed when you confirm your order.

Of course! Pool Planet ships your packages worldwide. For international shipments, shipping costs may vary.

You will receive a link to track your package when it ships. If you have a customer account, you can also go to the Pool Planet website in the "My account" section to track your order.