AW22 Pre-Order FAQ's

Pre-order allows you to purchase a product before it’s available. By pre-ordering the product, you reserve it and ensure that you’re amongst the first to receive the product after its sales start date has passed and it has been made available for purchase. The sales start date shown above the pre-order button indicates the approximate date on which you should be receiving your pre-ordered product. 

 

Why pre-order a product? 
Pre-ordering gives you a no hassle, no fuss solution to reserving a product. It ensures that you’re amongst the first to receive your much-anticipated product. But that’s not all. Pre-ordering means you don’t need to wait even longer because your desired product is out of stock. By pre-ordering you’ll have your product conveniently shipped to you as soon as it’s available, thereby guaranteeing that you’ll receive it shortly after its launch date. 

 

When will I receive my product? 
Every product page states the launch date, which is when the product will be available for sale and shipping from our warehouse. Depending on where you live, our shipping time varies. For example, for an order within the UK, it will take between 3 to 5 working days after the launch date to receive your parcel. 

 

I’ve ordered products available now and products available later, when will I receive everything? 

UK and EU orders 
If you ordered products available on site and products on pre-order, you will receive the products available now first, and the other products later (in 2 different parcels). Our warehouse team will ship the products pre ordered as soon as we receive them from our factory. 

Orders outside the UK or the EU 
If you ordered products available on site and products on pre-order, you will receive all the products you have ordered at the same time. This means you might have to wait a bit longer than usual to receive a product that is available now.

Can I cancel my order? 
We understand that there’s always a chance you might change your mind after ordering. If this happens, you will be able to cancel your order before it has been shipped. After your order has been shipped it will no longer be possible to cancel it. That said, you can always return the unwanted items within 30 days from delivery. Just contact our Customer Service and they’ll be happy to help you cancel your order. 

 

Can I return my order? 
We want you to be thrilled by your purchases. However, if you change your mind and feel that the product you have purchased is not right for you, or for any other reason would like to return your product, you’re more than welcome to do so. Please note we will refund any item you are not completely happy with when you return it to us in a saleable condition within 30 days of receipt. Refunds will be credited to your original method of payment. The items should be returned with labels intact and with their original packaging. To return your product, please see here. 

 

Can I change my order after placing it? 
UK and EU orders 
You will need to contact our Customer Service to either cancel part or your order or add some products to it, depending on what you want to change to your order. If, after the changes you’ve requested are made, the value of your order is more than the initial order, we will send you a new invoice for you to pay the remaining balance. If the value of your order is less than the initial order, we will refund you the difference in price. Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 
 

Orders outside the UK or the EU 
If you change your mind after placing an order and would like to replace some or all products on your order, you will need to cancel your initial order and make a new one. Unfortunately, our system doesn’t authorize us to change an order after it’s been created. 
 

I need to change my shipping and billing addresses; how can I do this? 
If you need to change your shipping and/or billing adder after you have placed your order, you will need to contact our Customer Service team. Please do it as soon as possible, as we are not able to amend it after the order has been shipped. 
 

How do I track my order? 
See here 

When will I be charged? 
UK and EU orders 
Your payment method will determine when you are charged. For instant payments methods such as PaypPal, the charge is immediate. For payments with Credit cards; the amount is reserved and only debited after the item has been shipped. For more information, please contact our Customer Service Team. 
 
Orders outside the UK or the EU 
Your payment will be taken either when the package is shipped or 5 days after the order has been created, whichever comes first. 
 
How can I contact customer service? 

You can contact our Customer Service Team by email: customerservices@planksclothing.com  

Please email us as much information as you can and our Customer Service Team will aim to respond to your email within 48 hours of receipt.  

Please note our customer service team hours are Monday to Friday 9:00–17:00 GMT. We are closed on UK Public Holidays.