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 wha

Question 2

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 rolling three-week production schedule here at Planks. Orders are made to order, so your pieces will typically be ready within three weeks of placing your order. You’ll receive tracking details as soon as your parcel is on its way.

Made to order, not off the shelf

Because everything is cut to size, lead times can be affected by:

Timber availability – especially for rarer dimensions or species
Workshop capacity – we’re a small team, and each board is handled with care
Order complexity – larger or more detailed orders may take a little longer

If you’re working to a deadline, we recommend reaching out before placing your order. We’ll always do our best to give you an honest timeframe.

Priority and Express Production

If you need your order sooner, you can now select one of our faster production options at checkout:

Priority Production – ready in 2 weeks
Express Production – ready in 1 week

Both options are available for an additional cost, which varies depending on the size of your order. These upgrades can be selected directly at checkout — no need to contact us separately.

Question 3

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, 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@getplanks.co.uk](m

Question 4

Why we don’t offer planks below 18mm thickness

Accepted Answer

We often get asked whether we can cut planks thinner than 18mm. While we understand the need for slimmer timber, we’ve chosen not to offer anything below 18mm. Here’s why:

1. We Prioritise Strength and Stability

Planks thinner than 18mm are far more prone to:

Warping or cupping (especially with changes in humidity)
Cracking or splitting during cutting, sanding, or use
Becoming unusable during transit or installation We want to make sure you receive timber that will last — and perform well in your project.

2. Our machinery is calibrated for quality, not minimum thickness

Our workshop is set up to produce high-quality, smooth, planed timber. We work to tight tolerances, but dropping below 18mm would mean:

A recalibration of our machinery
A higher risk of damage during processing
Extra material waste that compromises sustainability

3. What If You Really Need a Slimmer Piece?

If your project requires timber that appears thinner (e.g. for visual reasons or panel cladding), a few workarounds might help:

Rebate or rout the plank from the back for a thinner edge profile
Use veneer or laminate for ultra-slim surfaces
Speak to a joiner about modifying a 18mm plank if you're confident in your setup We’re always happy to advise — just drop us a message and let us know what you’re working on.

Question 5

Making changes to your order after checkout

Accepted Answer

At Planks, we know sometimes you may need to update your order after placing it. Because our timber is custom-cut and prepared specifically for you, we have some guidelines to help manage changes smoothly and fairly.

When can you make changes?

Because your order goes into production quickly, changes are possible only within a limited time window after checkout — usually within 24 hours of placing your order.

After this window, your order will have entered production or be prepared for dispatch, and changes won’t be possible.

What types of changes can we accept?

If your request comes in time, we may be able to help with:

Correcting sizes or quantities
Adding items (if it’s still manageable to combine)
Updating delivery address details However, some changes — like switching product types or major customisations — may not be possible once production starts.

How to request a change

Email us as soon as possible at hello@getplanks.co.uk with your order number and details of the changes you want.
We’ll check the status of your order and confirm what changes we can make.
If changes are possible, we’ll send you an updated order summary.
If your change affects the price, we’ll send you a secure payment link to pay the difference before we proceed.

What happens if it's too late to change?

If your order has already gone into production, we won’t be able to alter it. But don’t worry — if there’s an issue, we’re here to help with retur

Question 6

What to do if your timber arrives damaged

Accepted Answer

We’re really sorry if your order has arrived in less than perfect condition — that’s not the experience we aim to deliver.

While we take great care when packing and shipping, sometimes things happen in transit that are out of our hands.

If your timber arrives damaged, we’re here to help.

Step-by-Step: What You Need to Do

1. Take clear photos

Please take photos of:

The damage to the timber
The packaging (especially if it looks squashed or torn)
The label showing your delivery address

These help us assess what’s gone wrong and how best to put it right.

2. Contact us within 48 hours

Email our team at hello@getplanks.co.uk as soon as you can — ideally within 48 hours of delivery. Include:

Your order number
A brief description of the issue
The photos you took

We’ll usually get back to you within 1 working day.

3. We’ll work with you on a solution

Once we’ve reviewed everything, we’ll offer one of the following, depending on the situation:

A replacement piece (cut to your original specs)
A partial refund
A full refund (in rare cases)
Or another suitable option that gets you what you need

A note on natural timber

Timber is a natural product: every piece is unique, but sometimes knots and variations can be classed as defects. If you’re unsure whether something is damage or simply a natural feature of the wood (like a knot, variation in colour, or grain), please feel free to send us a photo anyway — we’r

Featured & Frequently Read Articles

Browse All Categories