WORRIED ABOUT WHERE YOUR ORDER IS?
Don’t fear, we are here for you, every step of the way.
Option 1: Check your emails (even the junk) to see if you got a dispatch email with a tracking number for your chosen delivery service, you can take it from there.
Option 2: If you haven’t got an email within 12 hours or are having problems with your tracking number then make sure you drop us a message at
firstname.lastname@example.org and one of our staff will be ready to help you out. Don’t forget to include the helpful bits (order number and name).
“AAAH, I ORDERED THE WRONG SIZE/COLOUR/ITEM, CAN I CANCEL MY ORDER?”
Let us know straight away, by emailing us what has happened. Make sure to tell us the order number and products concerned. The more detail the better.
Our team and warehouse are quick at getting your packages out of the door but if you’ve made a mistake and its already on it’s way to you, you can get a full refund. If not we will do what we can to help.
CAN I BUY ITEMS TAX-FREE IF I LIVE IN THE CHANNEL ISLANDS?
Bear with us on this. This feature is in the pipeline, but for now, when placing an order leave us a note and send it to email@example.com and we will get that money straight back to you.
WHY IS IT THERE ARE THINGS ON THE WEBSITE THAT ARE OUT OF STOCK OR I REACH AN ERROR PAGE?
We do keep the website up to date, but certain loved products fly off the shelves and sell out really quickly.
We know this can be frustrating, so when this happens we will try our best to offer you similar options and let you know if it's coming back in stock.
MY DISCOUNT CODE/GIFT VOUCHER ISN’T WORKING
Firstly, did you type it in correctly? …only messin’.
Each code has a shelf life so if it’s past its’ best before date then that could be the reason, otherwise, sometimes, very rarely, we make a mistake our end so please get in contact and we will set things straight.
WHAT IS A PRE-ORDER?
You got it, you can get your hands on the goods as soon as they are released. This can apply to popular items that have sold out or our brand new lines.
You won’t get the item straight away but you will get an accurately estimated countdown.
DO YOU SELL GIFT VOUCHERS?
Hell yeah we do. For the perfect Christmas or Birthday present share the love and give someone a bit of Planks.
HOW DO I REDEEM GIFT VOUCHERS WHEN MAKING AN ONLINE PURCHASE?
You are winning at life! You can use your gift voucher at the checkout.
Enter your code when prompted at the payment stage. All gift vouchers expire 12 months from issue.
CAN I RETURN OR EXCHANGE MY ITEM?
Sometimes it just doesn’t work out…Occasionally you might change your mind. We are happy to help you replace the item or get a full refund.
We offer a free UK returns service too to make things even easier for you. Just check our returns policy first.
I’VE RECEIVED A GIFT, CAN I RETURN IT?
So, your auntie bought you something two sizes too small or five sizes too big?
In order to refund gifts, we will need the details from the original order.
You may be able to exchange a gift by contacting firstname.lastname@example.org.
DO YOU HAVE A SIZE GUIDE?
Click on the product you want to buy. Each product has a size guide above the ‘ADD TO CART’ button. Just click on the tape measure and the information will appear.
If it helps, each models size and height are in the product description along with what they are wearing. Any other questions give us a shout email@example.com.
WHAT IS YOUR WARRANTY POLICY?
We are proud of the products we make and want you guys to have good times on and off the hill in them. That’s why we offer a two-year warranty. If you feel the product isn’t performing for you or has a fault let us know.
With our ‘be more friendly’ approach we are making products that perform well and last longer. If something has gone wrong, where possible we will repair the items, but if necessary, they can be replaced.
HOW DO I WASH AND LOOK AFTER MY CLOTHES?
If you’re not a washing machine wizard make sure you carefully check the labels for washing guidelines. Each item is slightly different and take extra care when washing waterproof outerwear.
WILL YOU SPONSOR ME?
If you know you’re rad and want to be part of the planks family then make sure you get in contact with us at firstname.lastname@example.org.
DO YOU OFFER DEALS FOR PEOPLE WHO WORK IN THE SKI INDUSTRY?
We always want to help out the community we love. If you are a ski instructor, photographer, lifty, mountain search & rescuer or journalist (or something along those lines) then send your application to us using the PRO PURCHASE application.
I NEED TO KIT OUT MY TEAM WITH COOL GEAR, CAN YOU HELP?
If you run a bar in resort or are part of a Ski School, University snow club or chalet company and are looking to be kitted out then drop us a line at email@example.com.
WHAT DO YOU MEAN BY YOUR SLOGAN ‘BE MORE FRIENDLY’
To us ‘be more friendly’ means many things.
First, we are always striving to give the best customer service on the planet.
Whilst doing this, we also want to carry out our mission of being friendlier to Mother Earth.
- Look out for REPREVE on our product pages. This is a material made from recycled plastic bottles and we use this, and other recycled plastics, where we can.
- We use DPD Local, a Carbon Neutral courier, to deliver our UK Parcels.
- Our parcels are packaged in Kraft paper which is 100% recyclable and FSC certified. CHALLENGE: Before you recycle your bag try and craft the coolest upcycle from it and show us on social media. #UpcyclePlanks
“There’s no skiing on Mars so we better look after Mother Earth!”- Row Emery 2018.
EXCUSE ME, WHY ARE YOU CALLED PLANKS?
Because otherwise we would be called something else.
Planks refers to those two awkwardly long sticks that we’ve been carving down the mountains on since it all began. Our brand started off on the slopes as cool gear for skiers and now we are here. You can read our story here!
I WOULD LIKE TO MAKE A COMPLAINT
We’re sorry you’re not happy but we always want to help. Please get in touch firstname.lastname@example.org and let us know what’s up and we will see what we can do.
All complaints will come through to our Customer Care team in our Manchester office.