Question 1

➡️ Start here

Accepted Answer

Welcome to the Planks Help Centre — your go-to resource for everything about discovering, ordering, and working with our timber.

Whether you’re wondering which timber to choose, how to track your order or general advice on your project, you’ll find practical guidance and answers here.

To help you find the right information quickly, we’ve grouped our articles into five key categories:

Customer Support
Timber & Materials
Ordering & Customisation
Working With Timber
Production & Delivery

📦 ${color}[#7c2d12](Customer Support)

Questions about your order? We’ve got you. Find help with account queries, delivery updates, refunds, returns, and common customer questions.

Articles in this category include:

🌳 ${color}[#7c2d12](Timber & Materials)

Learn more about the timber we use, how it’s prepared, and what makes each species unique. Perfect if you’re choosing between oak and cherry or wondering what

Question 2

Can you offer over 2m in length?

Accepted Answer

We’re currently limited to a maximum length of 2m due to courier restrictions.

Our orders are delivered via a third-party courier, and anything over this length exceeds the maximum parcel size they can handle safely and reliably.

Why This Limit Exists

Longer items:

Are more difficult to handle safely in transit
Require specialist transport rather than standard courier delivery
Have a higher risk of damage if shipped outside standard limits

To ensure your order arrives safely and in good condition, we keep all items within courier-approved dimensions.

What Are My Options?

If your project requires a longer span, you can:

Join two pieces on installation
Use a support or bracket at the joint
Design the layout around multiple sections

This is a common approach and works well for larger installations.

In Short

Maximum length is 2m due to courier limits
This helps ensure safe and reliable delivery
Longer spans can be achieved using multiple sections

If you’re planning a larger project, feel free to get in touch at hello@getplanks.co.uk - we can help you find the best way to achieve it.

Question 3

How do I install your shelves?

Accepted Answer

If you’re unsure whether our shelves will work on your wall, it comes down to the type of bracket used and what you’re fixing into.

Below is a simple guide based on the exact fixings we use.

Floating Shelves (Concealed Fixings)

These use concealed steel supports that sit inside the shelf and fix directly into the wall.

Hidden once installed
Very strong when fitted correctly
Designed for solid walls

Wall compatibility:

✅ Solid walls (brick, concrete, stone) → Ideal
⚠️ Stud walls → Only if fixed directly into studs
❌ Plasterboard only → Not suitable

These brackets are designed to be fixed into masonry and rely on a solid anchor point to perform properly

To read more about the installation process, check out our PDF here: Floating Instructions

Alcove Shelves (Side Brackets)

These use metal alcove brackets fixed into the side walls, with the shelf sitting on top.

Load is supported from both sides
Available in different sizes depending on shelf depth
Strong and reliable when properly fixed

Wall compatibility:

✅ Solid walls → Ideal
⚠️ Stud walls → Possible with proper fixing into studs or strong anchors
⚠️ Plasterboard → Only with heavy-duty anchors and lighter loads

Brackets are sized based on shelf depth (e.g. 20–25cm, 30–35cm, etc.), so the support matches the shelf size

To read more about the installation process, check out our PDF

Question 4

Lead times and production schedule

Accepted Answer

Each piece of timber we send out is made to order in our London workshop. That means your planks aren’t sitting on a shelf — they’re carefully selected, cut, and prepared just for you.

Weekly Schedule

We work to a weekly production schedule here at Planks.

Orders are made to order, so your pieces will typically be ready the next week after placing your order. You’ll receive tracking details as soon as your parcel is on its way.

Production Times

When placing your order, you can choose from two delivery options:

Standard Delivery – Delivery next Friday - order by 9AM Monday
Express Delivery – Delivery this Friday - order by 9AM Thursday

The delivery date for each option is shown on the product page before you place your order, so you can choose the option at checkout that best suits your needs.

The production option and delivery date you select are shown again at checkout and confirmed in your order confirmation email.

Note: we have limited slots in production, so occasionally these methods will sell out before the cut off times above. When this happens, you'll see the nearest Friday delivery date available.

Express Production

If you need your order sooner, simply select Express Production when placing your order.

The additional cost is calculated automatically based on your order and is displayed at checkout.

There's no need to contact us to request faster production—just choose the production option that gives you the del

Question 5

Tracking your order after dispatch

Accepted Answer

Once your timber has left our workshop, we’ll make sure you have everything you need to track its journey to your door.

Here’s how it works:

1. You’ll receive a tracking email

As soon as your order is dispatched, we’ll send you an email with:

A tracking link
The name of the courier
Your tracking number Please check your inbox (and junk folder, just in case!) for this dispatch email.

2. Click the link to track your delivery

Click the tracking link in your email to see:

Where your parcel is
When it’s due to arrive
Any updates from the courier (like delivery attempts or delays) We typically use UPS, DX or APC, but this can vary depending on the size and destination of your order.

3. Haven’t received a tracking email?

If it’s been more than 24 hours since you were told your order has been dispatched, and you haven’t received your tracking info:

Check your spam/junk folder
Then, email us at hello@getplanks.co.uk, and we’ll re-send your tracking details right away

4. If the tracking isn’t updating

Sometimes tracking links don’t show movement until the parcel has been scanned at the first depot. This can take up to 24 hours after dispatch, especially during busy periods. If it hasn’t updated after that, feel free to get in touch and we’ll chase it up with the courier for you.

Still have questions?

We’re always happy to help — just drop us a message at [**hello@getpl

Question 6

Are your products sanded and smooth?

Accepted Answer

At Planks, all our products are sanded to a 120 grit for a smooth finish, ready for most applications.

However, if you want to further refine the surface to an even smoother finish .

What You’ll Need:

An orbital (or hand) sander
Sandpaper in multiple grits: 150, 180, 240, and 320
Dust extraction (if using a powered sander)
A sanding block (for edges and fine work)

Step 1: Start with 150 Grit Sandpaper

As you'll be starting with a piece at 120 grit, you'll want to take the first step up the grits to remove any marks or minor imperfections. Run the sander across the grain initially to flatten the surface. Always start the sander ON the timber to avoid scratches.

Step 2: Progress Through the Grits

Move gradually to finer grits to refine the surface:

180 grit: Continue sanding along the grain, checking for any rough spots by lightly feeling the surface with your hand.
240 grit: Sand evenly, keeping the sander moving to avoid unevenness.
320 grit: Finish with this fine grit for a smooth, polished feel.

Step 3: Keep the Sander Moving

Never hold the sander stationary in one spot. Continuous movement prevents dips or marks and ensures an even finish.

Step 4: Sand by Hand for Edges

Use a sanding block to soften the edges and remove any sharpness left from the planer. This little touch makes your plank nicer to handle and safer for your projects.

Step 5: Use the Pencil Test to Know When to Stop

Before sanding each grit, scribble lightly with

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