Frequently Asked Questions (FAQ)

Questions relating to items

The item I want isn't in stock, now what?

If the item you want is sold out, don't worry!

Most of the time we will just restock it, just make sure to keep a close eye on our socials!

You're always free to send us an email at: awooplanet@gmail.com

I ordered the wrong size!

If you've just ordered and noticed your size was incorrectly filled in, contact us immediately through our chatbot or write to: awooplanet@gmail.com

If we haven't shipped out the order yet we can easily swap it out, otherwise you'll have to send it back to us, shipping costs back are for the customer.

Do you do custom orders?

We don't normally offer custom orders, but if you really want a specific order and want it in bulk, we might be able to sort something out!

Feel free to contact us at: awooplanet@gmail.com

Questions relating to shipping

What shipping carrier do you use?

All of our orders are shipped through PostNL.

How long does shipping take?

We do our best to ship in-stock items within 5 business days (Monday-Friday). All orders are trackable. Please allow up to three days for a shipping notification on your purchase.

Domestic NL orders usually arrive 3-7 days after shipping. 

International shipping typically takes 7-30 business days to arrive.

Why don't you ship to my country?

Unfortunately at this moment in time we don't ship everywhere yet due to import rules, tariffs and/or taxes, we look forward to expending our shipping posibilities in the future.

I entered the wrong address for my order!

Please e-mail us at awooplanet@gmail.com as soon as possible. If your order has not yet been shipped, we can correct the shipping address.

If the order has been shipped, we are not responsible for missing orders or orders sent to incorrect or undeliverable addresses provided by the buyer and no refunds will be issued.

If the order is returned to us in good condition, you may purchase additional shipping to the correct address and have your order reshipped.

My package has been stolen, lost, or is missing

Start by following the information in the above FAQ sections.


If your package is believed to be lost, stolen, or missing, start by looking up your order information in your e-mails. Verify that your full name and address (including city, state, zip code, and all relevant unit/apartment numbers are correct. If you have done so, and all your information looks correct please consult the FAQ provided by PostNL: https://www.postnl.nl/en/customer-service/follow-your-parcel-or-post-with-track-and-trace/when-will-my-parcel-be-delivered/

The most ideal way to handle these situations is to contact your local post office. They are the most equipped to help you track down your package. 

If you have contacted USPS and they are unable to assist you, please e-mail us at awooplanet@gmail.com.
When contacting regarding a missing package, please make sure to include the following information:

  • Your order number.

  • Your full name and confirmed address.

  • As much information relevant to your case as possible. 

We will ask the following to try and help you find your package. If you are reading this, please include the information to these questions:

  • Do you live with any roommates or family members who may have intercepted your package?

  • Have you checked with your adjacent neighbors to see if they have received your package by mistake?

We understand how frustrating a lost package can be. Please be patient and understanding with us throughout this process!

***Please note that Awoo Planet is not responsible for any lost or stolen packages. Awoo Planet is not responsible for lost mail wherein the customer did not provide their full, legal name. We ask that you do not under any circumstances provide an alias or different moniker for your shipping information. Otherwise we will not be held responsible for any package not arriving at its destination. Your full legal name is a requirement for delivery services, and without your full legal name, we can not guarantee safe delivery.***