Current processing time: 1-2 weeks!

FAQs

For any questions with an open order, please email help@plannerface.com

What is the shipping cost to my country?

Shipping depends on the weight and size of your order, but you can use the shipping rates calculator on the cart page to get a shipping estimate on your current basket.

 

When will my order ship?

Current processing times are 1-2 weeks for removable matte stickers. Premium matte upgrades have a processing time of 1-2 weeks. Sticker albums also have a processing time of 1-2 weeks. 

 

When will my order arrive once it has shipped?

Royal Mail quotes these estimated delivery times:

  • Domestic: 1-2 business days
  • Europe: 3-5 business days
  • Rest of world: 6-7 business days

Please note that these are delivery aims and are not guaranteed. Plannerface nor Royal Mail can guarantee delivery for a given date as deliveries can be delayed for any reason.

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

 

I think my order is lost - what should I do?

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.

 

Is there a tracking number?

I do not ship with tracking by default as this is very costly for me shipping from the UK, although this 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 not usually update until the package has reached your destination country.

 

Can I change my address?

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.

 

My address was wrong and my order has shipped - what should I do?

If your address is incorrect, the package should be returned to me as undeliverable. You can then pay a re-shipping cost to have the order posted to the correct address. Please be aware that the order may take a while to be returned, if it is returned at all. 

 

Can I combine two (or more) orders?

If you have two or more open orders, I am happy to combine shipping on these and refund you the difference, assuming I have not already packaged the order. Please send me a message with your order numbers to help@plannerface.com if you would like to do this rather than leaving a note with your order as I do not read order notes until I am packing the order. (If you choose to combine shipping, you will only receive one freebie with your package)

 

What is the difference between removable matte and premium matte?

Removable matte paper has a removable adhesive that allows for easy re-positioning of stickers after they have been stuck down - this is my standard paper and you will receive this unless the paper upgrade is purchased. Premium matte is not removable but has a more vibrant, detailed print quality and a smoother feel, which is reflected in the price difference. Both types of paper are thin to avoid bulk in planners!

When are new releases?

12pm UK time every Friday!

 

Can I request a custom order?

Custom order requests are currently closed.

 

Can I cancel my order?

You may cancel your order at any point until your order ships - please email me at help@plannerface.com with the subject "CANCELLATION".

 

Can I return my order?

You may return your order within 30 days of receipt - please email me at help@plannerface.com with the subject "RETURN". Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. 

 

Coupon code policies

Coupon codes must be applied at checkout and cannot be added once the order has been placed. You may only use one coupon code per transaction. For any promotional freebies with minimum spends, please be aware that this minimum is the total after the discount has been applied and before shipping costs.