FAQ

Promotional discount codes aren't valid during sale periods. Discount codes cannot be used in conjunction with each other or during a site wide promotion. ⁣

Discount codes are case sensitive. Please ensure you enter the code exactly as shown to redeem.
If you think that your discount code should be working and it isn't then please email us on info@ukcustomplugs.co.uk and we will do our best to help!

All discounts are subject to change, We reserve the right to amend/remove discounts.

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. 

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

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

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.

VAT and customs charges for EU customers.

From 1 January 2021, you may have to pay taxes and duties such as customs duty and VAT when you buy from a UK business (except Northern Ireland). Whether or not you must pay additional charges depends on the value and origin of the products you bought

If you’re ordering from a non – EU country / business then VAT and customs charges/fees may be applied to you when your goods enter your country.

These fees vary across the European union and may be subject to change outside of UK Custom Plugs control. If you have to pay VAT to the delivery company, it’s charged on the total package value, including: 

UK Custom Plugs LTD is not responsible for any charges incurred after your order has left our premises in the UK. These charges/fees are implemented
by your country.

Please check your country's customs website for a breakdown of the VAT and DUTY you may have to pay before ordering.  

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

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 or a laser engraved product such as engraved wood or glass plugs.

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

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. 

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 

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.

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. 

If you’d like an exchange or refund on your order due to a fault we’ve made (such as the incorrect product or size being sent) then we will cover the costs related to this. Please note you will be responsible for any import duty/tax in relation to this.

If you wish to exchange an order, (not due to an error we've made) then you are responsible for paying the postage to return the products.  We will cover the cost to send the exchange back to them. If you require for a refund, we will do so minus the cost of shipping.
Please note you must provide proof of postage when returning products for and exchange/refund.
Please note you will be responsible for any import duty/tax in relation to
this.

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 

If your order says it’s been delivered, and you believe this to be incorrect then we require you to contact the shipping provider to investigate. This might result in you placing a claim to recover the cost of the order.

If your order is held at the destination post office then you are responsible for collecting it. If you fail to collect your parcel rom the post office and it gets sent
back to us, then you will be Required to pay for the postage cost for us to resend your order. If the order gets returned to us and you request a refund, we will do so minus the cost of shipping.

If your order has failed to turn up and enough time has passed (according to our delivery
timescale), then you need to notify us as soon as reasonably possible and within 30 days. We will not take responsibility for orders after a 3-month period.

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. 

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 

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

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

Have you recently stretched your ear or got some new plugs?Stretching your ears shouldn’t cause much discomfort if done correctly, for a guide on how to stretch your ears, click here.

We suggest not wearing plugs overnight. If your wearing ear weights or teardrop shaped plugs then please take regular breaks to avoid uneven stretching.

If you have reason to believe your ear has become infected, please read our guide below.We will start out by saying that we are not licensed to offer medical advice but understand that you may be panicked and want to quickly find out what to do.

Most people think they have an infection when in reality they do not.There is also no one size fits all remedy for treating a possible infection as multiple factors are at play.You could have some mild irritation or an irritation bump, that would require a consultation with a professional who can troubleshoot the cause of the irritation as this is the only way to stop it from coming back.

We always suggest you seek professional advice from your GP or a reputable piercer.Even if you haven’t been pierced there, or bought the jewellery from them, professional piercers will be happy to help you and offer their advice or if needed send you in the right direction to help your situation.

The correct treatment for your piercing should be catered to your specific issue and take into consideration your lifestyle, the jewellery and the position of the piercing.

DO NOT REMOVE THE JEWELLERY without being told to do so by a reputable piercer or professional.

If you remove your plug whilst there is irritation it can often seal up and prevent any discharge or fluid from escaping as well as creating other issues. If this is to occur you may end up losing your piercing unnecessarily.

Once again, there is no one time fix that meets everyone's needs. Please always consult a professional before trying home remedies.