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FREQUENTLY ASKED QUESTIONS

GENERAL QUERIES

find answers to common questions, or reach out to us.

UK SHIPPING AND RETURNS

FOR ORDERS PLACED DIRECTLY ON OUR WEBSITE

  • How long does delivery take?

    We aim to dispatch all our orders by the next working day. Your order should be with you within 2-4 working days after dispatch. Dispatch times are currently 1-2 days.

  • What are the delivery options?

    We send orders via Royal Mail & DPD depending on the size and weight of your order. If tracking is available, we will update your order with the tracking number when it's dispatched. If you want to expedite your orders, we do have upgrade options, the options available to you will be visible at checkout.

  • Can I expedite my order?

    Express shipping options will be displayed at checkout at an additional charge. We pack orders on weekdays only, but if you select Express shipping, your parcel will be prioritised for packing and dispatched on our DPD service.

  • Do I need to wait home for my delivery?

    We try to ensure smaller orders for knobs and other small items should fit through your letterbox. However, larger orders will not. If your order is shipped using Royal Mail you'll receive a calling card if you are not home when the delivery arrives.

    If your order is shipped using DPD, you'll receive email and SMS updates about the parcel, provided you enter your mobile number at checkout. DPD will provide various options for you to instruct them to leave the parcel in a safe place, or at a designated collection point.

  • Can I collect my order?

    If you are very local to our studio, you can arrange to collect your items. Please get in touch to discuss.

  • How do I return unwanted items?

    Any unwanted items can be returned unused within 60 days of your purchase.

    If your parcel is under 20kg, simply visit our online returns portal here.

    If your parcel is over 20kg, please get in touch using talk@plankhardware.com

    Once your returns have been received, we'll check them over and issue you with a full refund.

  • Will I have to pay to post the items back to you?

    If your parcel is under 20kg, you will be able to generate a free return label using our returns portal here.

    If your parcel is over 20kg, please get in touch using talk@plankhardware.com and we will help you to arrange for the parcel to be returned and we will cover this cost.

  • I've shopped on another platform like Etsy or one of your partner brands. Can I still return my items?

    For Etsy returns, please contact us via Etsy's messaging service or via talk@plankhardware.com. If you have shopped on a partner brand's website, please contact the brand you have shopped with to arrange your return.

INTERNATIONAL SHIPPING AND RETURNS

FOR ORDERS PLACED DIRECTLY ON OUR WEBSITE

  • How does international shipping work?

    If you are shopping with us from another country, when you visit our website you will be able to select to view prices in your home currency by using the flag selector. You may also see some information about our shipping options displayed in the national language of the country you are shopping from.

    The prices displayed may include additional amounts to cover taxes and duties applicable to your country, so that you don't have to deal with customs paperwork or make any payments to the local authorities in order to clear your parcel for delivery to you.

    At the checkout, when you place your order, you will be transacting with Global-E, our international shipping partner. They will become the merchant of record on the transaction and will handle all of the customs paperwork and any applicable taxes and duties.

    You can check out Global-E's terms and conditions here.

  • What are the international payment options?

    Depending on your shipping country, our checkout will show you payment methods available in your location. We do not hold any of your bank details.

  • What are the international shipping options?

    Depending on your shipping country, our checkout will show you our available express and standard shipping options. If you select an express shipping option, the parcel will be shipped to you via DHL. If you select a standard shipping option, your parcel will be shipped to you via a partner courier, this selected courier will vary by location.

  • How long will delivery take?

    Our international orders may take between 3-9 working days after dispatch, depending on the destination and the shipping option selected at checkout. When making your selection, an estimated timeframe will be displayed.

  • How can I track my international parcel?

    You will be provided a tracking link when the parcel has been dispatched. If you have any queries about your order, please contact talk@plankhardware.com

  • Can I return my order to the UK?

    Please visit our International Returns Portal to arrange a return. You can also contact us at any time at talk@plankhardware.com, to discuss an international return.

  • Will I have to pay to send the items back to the UK?

    We may deduct the return shipping cost from your refund amount. However if the unthinkable happens and your goods are damaged or lost, we'll never do this.

  • I've shopped on another platform like Etsy or one of your partner brands. Can I still return my items?

    For Etsy returns, please contact us via Etsy's messaging service or via talk@plankhardware.com. If you have shopped on a partner brand's website, please contact the brand you have shopped with to arrange your return.

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