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If you have any other questions, please contact me at help@plannerface.com or use the contact form at the bottom of this page.

Shipping & Delivery

Processing times are usually 1-2 weeks, however please check the homepage banner for up to date estimates.

Domestic shipping usually takes 1-3 business days, but can be up to 11 business days.

International shipping usually takes 5-7 days, but could take up to 30 business days.

Due to global supply chain challenges, shipping times could be longer than usual.

Domestic orders: please contact me if your order has not arrived 10 business days after the due date (10 business days + 2 business days originally quoted for the delivery aim).

European orders: please contact me if your order has not arrived 20 business days after the due date (20 business days + 5 business days originally quoted for the delivery aim).

Rest of world orders: please contact me if your order has not arrived 25 business days after the due date (25 business days + 5 business days originally quoted for the delivery aim).

As I am unable to make a claim with Royal Mail until this point, I would advise that you wait the appropriate number of days before contacting me regarding a lost order as the majority of the time, they do turn up within this period. 

Please note that "business days" do not include weekends or holidays.

Shipping rates can vary depending on your region and cart contents and are calculated at checkout.

We are able to offer competitive pricing using Royal Mail business rates, but prices are subject to increase in line with Royal Mail rates.

Yes, we ship our products all over the globe.

Please be aware that it is the responsibility of the customer to cover any additional customs and import taxes that may apply. These will vary depending on the destination country and local tax laws.

Customers within the EU have the option to order via Etsy where there is the option of pre-paying VAT at checkout to expedite the customs clearance process.

Otherwise, you are welcome to continue to shop on plannerface.com and pay the fees incurred when the package reaches your destination country. Plannerface Ltd is not responsible for delays caused by the customs process. 

The default shipping method is untracked, but tracked shipping is available as an optional add-on at checkout. If you choose to have your order shipped with tracking, this will be provided for you with your dispatch notification. Please note that the tracking will sometimes not update until the package has reached your destination country.

You can change your shipping address at any point until your order ships - please send me a message at help@plannerface.com with your order number and the new address.

Most of the time, yes. We will combine multiple open orders automatically when processing orders. You do not need to email to request this and any excess shipping will be refunded after dispatch.

The exception to this would be if we were already working on the first order when the second order is received - unfortunately at this point it is too late to combine.

Product availability

We have "back in stock" buttons on our products for you to sign up to be notified of a restock. We use these requests to help prioritise which items to restock, so it really does increase the likelihood of the product returning. Unfortunately we will be unable to restock retired products or limited edition releases.

Unless otherwise stated, new releases are every Friday at 12pm UK time.

We aim to release seasonal products 2-3 months in advance of the season, so you can expect Christmas products in September for example.

The best way to keep up to date would be to follow our social media, particularly Instagram, the Facebook group and YouTube (especially for behind the scenes + early sneak peeks)!

We also send our newsletters for releases, sales and special offers. You can find this at the bottom of the page.

Returns & Refunds

If there is a problem with an item in your order, please email me at help@plannerface.com so we can come to a resolution together.

Please contact me as soon as possible if there is a fault with an item in your order. Refund requests can be submitted within a month after the purchase is made.

You are welcome to submit a cancellation request at any point until the order has shipped. Please email me at help@plannerface.com as soon as possible.

Mystery kit

This is a monthly subscription for a kit and extras, with a different theme each month. The art in the kits is custom exclusive art that will only be available for Plannerface! You can find examples of past subscription months here.

There will be a teaser graphic for the theme each month, but you will not be able to see the theme in full until your kit arrives.

The sign up window will open from 25th of the month before, to the 1st of the month of the subscription e.g. for the February subscription, sign ups open on 25th January and will close on 1st February.

Kits will ship around the middle of the month, so February's kit would ship around 15-18th February. You will receive an email when your kit is on it's way.

To have your kit shipped Signed For (UK) or Tracked & Signed (international), you will have to sign up to a different subscription listing, linked in the description of the main listings. Due to Shopify limitations, I cannot offer a choice of shipping methods within one subscription, hence the additional listings. If you wish to change the shipping of a current subscription, send me an email and I can do this for you manually.

Popular collections may be released for general sale in the shop later down the line, but I can't guarantee this. If a kit is released it will be a year after it was available in the subscription. I recommend being part of the subscription to avoid any disappointment!

The Plannerface Buy, Sale, Trade Facebook group is a place where you can sell on any subscription (and other) Plannerface kits that you no longer require. Before putting an item up for sale, please ensure you read the group rules regarding sales.

You can amend your subscription via the customer portal. If you need any assistance or would like me to manually change your subscription, send an email to help@plannerface.com.

The mystery subscription is a monthly rolling subscription and you will be be billed for the subscription automatically for future months unless you cancel*. The monthly subscription will be slightly cheaper than purchasing one off as a thank you for signing up monthly - so you will receive everything at a discounted price!

If you signed up before 31st August 2023, will be billed each month on the same date you initially signed up, e.g. if you signed up on the 28th of the month, you will be billed on the 28th for each month thereafter.

If you signed up on or after 31st August 2023, you will be billed on the 1st of each month going forward.

*You must remain subscribed for a total of 3 billing cycles before you can end the subscription. e.g. If you first subscribe in January, you must remain subscribed for the February and March kit before you are able to cancel any time from April onwards.

No discount codes, reward codes or gift cards will be valid on the mystery kit monthly subscription or one off payment option. Any orders using a code or points will be cancelled. You will also not be able to add a PR team name in the notes to seller due to the orders being packaged in bulk.

Yes! You will get reward points on your plannerface.com account for monthly subscriptions and one off purchases. If you are new to using the Plannerface website, please create an account when shopping - this means you will receive reward points which give you discounts on Plannerface purchases in the future!

You have the option to cancel your subscription after 3 billing cycles have elapsed. You can manage an active subscription through your account on the Plannerface website.

You need to do this before billing is processed for the next month which is on the date you originally subscribed e.g. if you subscribed on the 29th of the month, to stop subscribing for April onwards, you need to cancel before 29th March or you will be billed again.

You can start your subscription again at any time by signing up again on the Plannerface website when the next month subscriptions re-open, providing there are open spots.

To skip a month of the subscription, you will need to cancel your subscription and then re-subscribe (see question above).

Don't worry if your payment has not gone through initially, as the payment attempt will be re-tried up to 5 times every 24 hours until it is successful. You can also manually trigger the payment by going into your subscription settings in your account. If the payment does not go through after 5 billing attempts, the subscription will be cancelled and you will need to sign up again on the 25th or email me (help@plannerface.com) for assistance.

You can amend your payment method and address through your subscription settings, which can be found by going to your account details and then clicking "subscriptions". If you are changing your address after you have been billed but before the mystery has shipped, please also email me with the change at help@plannerface.com so I can ensure your shipping label has the new address on it.

Payments & Safety

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

Learn more about our store's safe checkout experience (powered by Shopify) here.

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

We accept payments from major credit card companies like Visa, Mastercard, and American Express. PayPal check out is also available.

More questions?