Frequently Asked Questions

Here you’ll find the answers to our most Frequently Asked Questions. If you can’t find the answer to your enquiry here; please contact us using the details at the bottom of the page.

How can we help?

FAQ

Shipping & Returns

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

Do you ship worldwide?

Yes, we do ship worldwide! All our shipping costs vary depending on country of residence. Please refer to the shipping page for further details. You can find out more about our shipping information on our product pages.

Can I buy Plump It! in stores?

Afraid not! We like to keep our products exclusive and this means we do not sell our products in stores. The Plump It! range is only available to purchase online.

Do I have to sign for the delivery?

With Standard Shipping no, Plump It! does not require a signature - the size of the packaging means it can just be posted through your letterbox. No waiting around for parcel deliveries - Woohoo!

However, if you select Priority Shipping (or Next Day Delivery in the UK), a signature will be required - please ensure someone is available at the address provided to avoid delays and returns!

Do I get a tracking number for my delivery?

With Standard Shipping no, we send these packages using Royal Mail First Class Post - this delivery method does not generate a tracking number and usually takes 1-2 working days (does not include weekends).

If you choose Priority Shipping a tracking code will be generated and sent to the email address you used to make the purchase - this is usually delivered within 1-3 working days (not including weekends).

With Next Day Delivery (in the UK), the order is usually delivered the Next Working day by 1pm (Monday-Friday). This also generates a tracking number - you should receive this via the email address you used to make the order.

If you do not automatically receive your tracking information within 48 hours (Monday-Friday) please email us at support@plump-it.com.
If you make your order on a Friday (after 12pm UK time) & you do not receive your tracking information by Tuesday, please email us at support@plump-it.com.

I haven't received my tracking information, why?

We only send out a confirmation of dispatch once the order has been dispatched. If you made your order after 12pm (UK time) Monday - Friday, your order will be dispatched the next working day.

If you made your order over the weekend, it will be dispatched the next working day, usually bank holiday, please note, your order will not be dispatched until the next working day, you’ll then receive your tracking information.

If you made your order on a weekday before 12pm & you still do not have your tracking information or a confirmation of dispatch, please email support@plump-it.com and we will look into it for you.

My delivery is taking longer than stated, why?

We are based in the UK & occasionally, when we deliver outside of the European zones, our deliveries can be subject to customs checks. This means the package might be held by your local customs for a period of time (usually 3 - 5 days). If this is the case, we will chase the order and send out another product to you once the product is 10 days overdue.

Please allow for the full 10 days to pass before contacting us & we will try our best to help you.

In some cases, orders can be held by customs for a much longer period of time - this is out of our control.

Please also note that there will be no shipping on UK national & bank holidays.

THE TRACKING PAGE STATES MY ORDER WAS DELIVERED BUT I HAVE NOT GOT IT, WHAT DO I DO?

In the rare occurrence that the tracking page states your order was delivered & you have no received it, we recommend you speak directly with the courier company to ensure your item was not left at a neighbouring property.

WHAT DO I DO IF I NOTICE MY ADDRESS IS INCOMPLETE?

If you find your shipping details are incomplete or incorrect, please contact us as soon as you can with the correct information. Failure to do so can significantly delay your delivery.

Please try to inform us within 15 minutes of making your order as our turn-around time for dispatch is within this time frame on weekdays before 2pm.
Also, if you do not let us know and the item is returned to us, we cannot be held responsible delivery delays due to missing information or misinformation.
Please email us at support@plump-it.com and we will do our best to help you.

MY EMAIL ADDRESS IS WRONG, WHAT SHOULD I DO?

If you find your email address, telephone number or any other contact details are incorrect, please email us at support@plump-it.com and we will amend the information for you.

I HAVE RECEIVED THE WRONG PRODUCT(S), WHAT SHOULD I DO?

This is extremely rare! These errors do not occur often, but when they do, we are always happy to help!

We will rectify the situation and send out the correct item for you. Just pop us an email with your name & order number at support@plump-it.com and we will get this sorted for you as soon as possible.

MY PRODUCT IS FAULTY/BROKEN/DAMAGED, WHAT SHOULD I DO?

On the rare occasion that you receive a broken, faulty or damaged product, please contact us via email.

Unfortunately, sometimes, our items can end up being damaged during transit. We try our best to combat this by using padded envelopes or boxes for larger orders.
Please email us at support@plump-it.com with proof of damage (e.g. a picture or video of your item) if you have received a faulty or damaged item & we will try our best to help you.

If you do send over proof of damage, in the form of a photo or video, please ensure we can clearly see the fault. If the fault is mechanical, please send a video.

THE AMOUNT I WAS CHARGED DOESN’T MATCH THE TOTAL ON THE WEBSITE, WHY?

Plump It! HQ is based in the UK. All totals are displayed & taken in Great British Pounds (£).

We have a currency convertor on our website which displays more accurate pricing information in varying currencies. Otherwise, we recommend using an online currency calculator to see the price in your local currency!

Usually, when you make a payment, your payment provider will convert the total into your local currency, which is equal to and results in the total you’ll see on your bank statement.

Please contact your payment provider directly if you need more information.

Finally, as we are based in the UK, occasionally, some customers may experience a small charge that might look like an extra charge, this is known as an ‘international transaction fee’. This charge is made by your payment provider and you should contact them directly if you have any concerns or questions.

IS THERE A MINIMUM COMMITMENT FOR A SUBSCRIPTION?

Yes, all our subscriptions have a minimum commitment of 3 months. After this point, if you'd like to cancel, please email support@plump-it.com.

Contact Details

If none of the information above has provided you with an answer for your enquiry, please feel free to drop us a message on social media or email our support team. We are always happy to help!

Our Social Media channels;
Facebook: /ThePlumpItRevolution
Instagram: @plumpit
Twitter: @plump_it

You can find tutorials, tips & more on our YouTube channel;
YouTube: Plump It

Email address: support@plump-it.com
We will aim to respond to you within 24 hours on weekdays or as soon as we can!

Here are our hours of operation:
Monday - Friday - 9am-5pm (UK time)
Saturday, Sunday & National Holidays - Closed

Get in touch

Have questions about your order, or a general enquiry?

FIND US ON SOCIAL MEDIA

Facebook

/ThePlumpItRevolution

Instagram

@plumpit

TikTok

@plumpit

YouTube

Plump It!