Making changes to your order after checkout

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

1. Email us as soon as possible at hello@getplanks.co.uk with your order number and details of the changes you want.
2. We’ll check the status of your order and confirm what changes we can make.
3. If changes are possible, we’ll send you an updated order summary.
4. 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 returns, refunds, or advice on next steps once you receive your order.

Our commitment to clear communication

We aim to keep you informed every step of the way. If your order is approaching production and we can’t make a requested change, we’ll explain why and help you understand your options.

Need help?

Please reach out promptly at hello@getplanks.co.uk — the faster you contact us, the better we can assist you!

Updated on: 16/06/2025