FAQ

To help save you time and put your mind at ease, we’ve put together a list of the most commonly asked questions by our customers. If the below information doesn’t answer your question or you’d like to speak with us in more detail.

Please don’t hesitate to contact us.

Email us at: info@customplugs.com

FREE PLUGS PROMO!

Valid From the 21st of September 9am BST to the 27th of September 11.59PM BST.

Our FREE PLUGS promo means for every plug you buy, you will receive a FREE random one added to your order when shipping* Bought 5 individual plugs? We will throw in 5 more individual plugs for FREE! If you want pairs, buy them as normal and we’ll add random pairs in your chosen size(s). There is no limit to the amount you can buy, so fill your basket and treat yourself.⁣

T&C’s - *It will not display in your basket online If you buy a single Mermaid Scales plug in 18mm you will receive another 18mm plug chosen at random. You will NOT receive another Mermaid Scales plug.This offer is valid on plugs, tunnels and teardrops. Earweights, fake plugs, tapers and earrings are NOT included.⁣

ARE YOUR PLUGS SOLD INDIVIDUALLY OR IN PAIRS?

All our plugs are available to buy individually or in pairs. 

This is so people with only one stretched ear or requiring only one plug can still shop with us. 

Select either “Single Plug” or “Pair Of Plugs” on the product page.

This will also display the price for each option. 

WHERE DO YOU SHIP TO?

We Ship Worldwide! This means no matter where you live, you can purchase and enjoy our products. 

If you have any worries or concerns about your shipping location, please do not hesitate to reach out to us - info@customplugs.com

HOW LONG WILL SHIPPING TAKE?

Once your order leaves us average shipping times for Tracked and Untracked services are listed below:

Tracked (Working Days)

UK: 2-3

Western Europe: 4-7

Rest Of Europe: 7-9

USA: 8-11

Rest Of The World: 11-15

Untracked (Working Days)

UK:  2-3

Western Europe: 6-9

Rest Of Europe: 9-11

USA: 10-13

Rest Of The World: 13-17

HOW MUCH IS SHIPPING?

Shipping prices vary depending on order weight and the chosen delivery method.

However, we aim to keep our shipping prices as low as possible.

 

United Kingdom – Shipping Starts From £2.99

United States - Shipping Starts From $4.99 tracked

Australia, Canada & The Rest Of The World – Shipping Starts From $3.99

EU - Shipping Starts From €3.50

 

If you’d like to see exactly how much the shipping will cost on your order, then you can do so by entering your shipping country at the checkout before any payment is made.

HOW CAN I FIND OUT MORE INFORMATION ABOUT A PRODUCT?

We try our best to provide all the information needed in the product descriptions. 

However, if you have any specific questions about any of our products please don’t hesitate to ask us via email - info@customplugs.com

CAN I CHECK THE STATUS OF MY ORDER?

Yes. 

If you have yet to receive a dispatch email and your order does not fall into the following types:

Custom made product - With your bespoke design on

Laser engraved product - Plugs, phone cases, jewellery/speaker boxes

The above products are made to order and can take up to 3-5 working days to make.

If your order does not contain these items and you’ve waited more than 3 days.

Please email us - info@customplugs.com

DO YOU MAKE CUSTOM DESIGNS?

Yes! We can make your plug dreams a reality. 

Simply send us an email with your idea to info@customplugs.com 

A member of our team would be happy to discuss options with you and help make your idea come to life. 

WHAT CURRENCIES DO YOU ACCEPT?

We accept all currencies.

However, we only display our prices online in USD - $, GBP - £ and EUR €. 

Please do not let this put you off purchasing, you can use XE.com for live currency conversion rates to help you work out how much is in your basket. 

If you have any concerns, please reach out to us at info@customplugs.com 

HOW CAN I CONTACT YOU/CUSTOM PLUGS?

The best way to contact us is always via email - info@customplugs.com 

However, we are also contactable on social media but due to the number of people using that method, we always recommend emailing to make sure you don’t get missed.

I'VE PUT THE WRONG SHIPPING ADDRESS ON MY ORDER. CAN YOU HELP?

Mistakes can happen, so don’t worry. 

If you can send an email to us with the title “Address Change” and let us know what your correct address is, we can usually catch the order before shipping it out. 

If you’ve only realised the address is wrong after receiving your dispatch email, don’t worry. 

Send us an email letting us know and we will get this sorted for you. 

CAN I RETURN MY ORDER? WHAT IS YOUR RETURNS POLICY?

If there has been an error on our part (wrong size/incorrect item) we will cover the postage cost for the return/exchange. 

Please contact us before posting items back, so we can arrange the correct method of postage with you. 

If you are returning/exchanging plugs then please follow this link to our Plugs Promise page 

HOW SAFE/SECURE IS YOUR SITE?

Our site is hosted on Shopify which is a highly secure SAAS platform and is far more secure than other platforms like Magento or Woocommerce. 

In short, you’re in safe hands with us.

Feel free to shop in the knowledge that your details are safe and protected. 

DO YOU SELL TO SHOPS/WHOLESALE?

Yes. 

We are always looking for new and exciting shops to stock our wide range of products. If you think your shop would be a good fit for our brand, please get in touch with us. 

wholesale@customplugs.com 

HOW CAN I GET SPONSORED BY CUSTOM PLUGS?

We love hearing from people who want to get involved with our brand and help spread the word about our products and services. 

If you think that you can help spread the word and would like to be an ambassador for our product, please email us stating why you’d be a great fit for Custom Plugs. 

info@customplugs.com

CAN I CHANGE MY ORDER BEFORE IT SHIPS?

If you’ve changed your mind about something in your order, please let us know as soon as possible.

If your order hasn’t shipped out yet we can arrange for changes to be made and then ship it out as normal. 

If your order has already shipped, still let us know and we can arrange an exchange with you. 

info@customplugs.com