What to do if your timber arrives damaged

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’re happy to double-check.

Updated on: 16/06/2025