Frequently Asked Questions

Newsletter 'WELCOME REWARD'

Customers are limited to 1 pair of plugs each whilst this promotion is live. Customers must pay for postage on these products or your order will be refunded. 

We reserve the right to amend or withdraw this promotion at any time and for any reason without prior notice to you.

EASTER PROMO

From Monday 6th March till Sunday 16th April 2017

All Orders of £25 - $25 - €25 or higher (excluding postage) win a guaranteed prize from the below list: 

A year’s supply of plugs (1 pair of plugs for every month of the year - 24 plugs in total)

35% Discount

15% Discount

2 x Pair of Plugs

1 x Beanie 

Prizes will arrive with your order and you must spend £25 - $25 - €25 or more excluding shipping. 

Please note:- In order to enter you must click accept offer on the popup that displays at the cart screen. If you do not click accept offer you will not receive a prize.
For the full terms and conditions please visit www.customplugs.com/pages/faq
Good Luck. 

Claiming your prize

Discounts

If you have been lucky to win a discount code, your prize is instantly redeemable from the Custom Plugs website.

Simply enter your code into the discount box at the checkout, to apply it to your order.

Product prizes

If you have won an amazing product prize.

I.E - 2 x pair of plugs, free beanie or 1 years supply of plugs, 

Please take a photograph of yourself with the winning card next to your face and email us at:

info@customplugs.com 

Title the email “EASTER PRIZE WINNER" - Please note your photo may be used online to help promote this promotion. 

Further details will be provided to you on how to choose your prize via email. 

Orders Placed after Sunday 16th April 11:59pm GMT will not receive a prize. 

All prizes and discount codes are valid to redeem until Sunday 30th April 11:59pm GMT 2017. 

Prizes not claimed before this promotion ends will become invalid. 

Discount codes cannot be used in conjunction with

any other promotion/offer (Including April Fools).

We reserve the right to amend or withdraw this promotion at any time and for any reason without prior notice to you. 

Additional T&C’s

By submitting an entry, you agree to co-operate with us for publicity purposes free of charge, which may include the publication (including on the internet) of your name and photograph in the announcement of the result.

UK Custom Plugs reserves the right to withdraw this offer or amend these Terms and Conditions at any time without notice.

In the event of any dispute regarding the Terms and Conditions, the conduct, results and any other matters relating to this prize draw, the decision of UK Custom Plugs shall be final and no correspondence or discussion shall be entered into.

ARE YOUR PLUGS SOLD INDIVIDUALLY OR IN PAIRS?

Our plugs are sold INDIVIDUALLY. Unless otherwise stated in the product description.

If you require a pair please select the quantity as "2" when you are adding the product or once you reach the cart.

This is due to some customers only having 1 ear stretched and allows them to purchase from our site without having to buy an unnecessary second plug.

It also allows customers who require 2 plugs to mix and match between designs.

We feel this is the best way to keep all customers happy.

MY SHIPPING ADDRESS IS WRONG ON MY ORDER

Please ensure the correct delivery address is provided on your account before purchase.

Due to our quick turnaround times we cannot ensure that all address changes will be resolved before dispatch.

If you have provided the wrong delivery address please contact us or email info@customplugs.eu with the subject 'WRONG ADDRESS'

If your items have been dispatched you may be asked to pay for them again before a second delivery is made.

WHERE DO YOU SHIP TO / WHICH DEPOT DOES MY ORDER COME FROM?

We ship worldwide at a competitive rate.

This means wherever you live in the world you can get your hands on our products.

We currently have three depots. The UK, EU and US. You're welcome to complete your checkout on any of our three sites however your order will be automatically passed to one of the three depots.

Orders from the United Kingdom are dispatched from our UK Depot.

Orders from the United States are dispatched from our US Depot.

Orders within Europe are dispatched from our EU Depot.

Orders from the rest of the world (This includes Canada and Australia) are dispatched from our UK Depot.

CAN I RETURN MY ACCESSORIES / CLOTHING?

You can return your accessories / clothing items within 28 days of receipt for a refund of that item or exchange it for a different size or colour.

Please note that in the interests of hygiene certain items, such as body jewellery, cannot be returned.

Sale items, limited edition items and/or bundle deals are non-returnable unless due to manufacturing faults. They are sold at a discounted price and as such all sales are final.

Custom made products are also non-returnable as these are one of a kind, made-to-order products and as such all sales are final.

In all cases, the items returned must be in their original condition, which includes tags and any packaging. All goods will be inspected on return. The removal of stickers or other such free items will be charged against the customers refund if entire order is returned.

The goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We gladly accept Visa, MasterCard, American Express, Discover, or regular account payments all through PayPal.

Do I need Paypal to make a purchase?

No, you are not required to have a PayPal account to purchase from this store. Although if you already have a PayPal account you may use it.

How long will my order take?

We’re always striving to provide the best customer service possible so all orders are shipped out within 2-3 working days depending on availability.

Please allow extra time for wooden and generator products as these have to be made to order.

Depending where you are in the world will alter the shipping time.

Average delivery times:

UK & US :- 5-7 Working Days

EU:- 10-15 Working Days

Rest Of The World:- 10-15 Working Days

*Please note in busy periods dispatch time may increase*

How long do custom product orders take?

Custom orders such as insert your words phone cases and products made on our generator usually take 3-5 working days to complete.

However in busy periods this wait time can increase up to 2 weeks.

Once an order has been placed and production has begun any cancellation or amendments will incur a 40% cost of the price.

If you'd like to know our current wait time please send an email to info@customplugs.eu and we will be happy to help.

How secure is your store?

This store uses PayPal for payments, and PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

For more information on SSL please refer to wikipedia http://en.wikipedia.org wiki/Transport_Layer_Security

How much does shipping cost?

Shipping costs are generated in the cart.

EU orders start from €3.99

Overseas orders start from €4.99

Can I return my plugs / body jewellery?

Unfortunately we do not accept returns on these items unless they are still in the hygienically sealed bag, This is due to hygiene reasons.

Please always double check the size you require and make sure you order the correct amount.

Our plugs are sold individually, so if you require a pair please make sure you select "2" as the quantity.

What currencies do you accept?

All our transactions are processed through Paypal.

This allows us to accept all currencies safely and securely.

Please note that currency conversion rates are generated by Paypal and we have no control over this.

Other currency converters such as XE.COM should give you a rough estimate of the conversion rates but are no exact.

How can I contact UK Custom Plugs?

We receive a large quantity of emails on a daily basis.

Please make sure you direct your question to the correct department to receive a quick and accurate response.

Order Queries -

If you have a question regarding an order you have placed.

Please email us at orders@ukcustomplugs.co.uk With the following information (Which can be found from your conformation email)

- Your Full Name

- Your Order Number

- Your Paypal email address

- Date of purchase

- Your Shipping Location (i.e. United States)

- Please provide a detailed description of your query/problem

Please entitle the subject of your email clearly.

Example: You have a problem regarding a missing plug from your order.

Entitle the email "UKCP - Missing Plug", this will speed up the process.


Wholesale Queries -

If you have a question regarding the wholesale of UK Custom Plugs products.

Please email us at wholesale@ukcustomplugs.co.uk

Please provide the following information:

- Details of your shop/store (i.e. Location, Name etc)

- Business registration number

- Contact number

- Any social media/website links

Entitle the email "NAME OF YOUR SHOP - Wholesale Enquiry".


Sponsorship Queries -

If you have a question regarding UK Custom Plugs sponsorship.

Please email us at sponsorship@ukcustomplugs.co.uk

We receive a large quantity of emails regarding sponsorship on a daily basis, let us know why you think you should be sponsored by us.

Please provide the following information:

- Age

- Location

- What is your area of expertise? (i.e. Model, Blogger, Musician etc)

- What is your social reach? (How many Fans, Subscribers do you have.)

- Any social media/website links

Let us know why we should pick you, but please try to keep it short and sweet.

We look forward to hearing from you!


General Queries -

For all other General Queries pleas contact us via info@customplugs.eu