Order questions

How does the ordering process work?

It’s as easy as: Postcode, Products, Purchase. Simple!

Where prompted, type in your postcode to see which products are available from our local merchant partners serving your area. Select your products and choose which merchant you'd like to order from. Follow through the checkout process, you’ll then receive a confirmation email and the merchant(s) will get started preparing your order. The merchant(s) will reach out to confirm a delivery day and time.

It's your responsibility to ensure that the delivery address is correct when you place your order. Our merchant partners will deliver to the address specified at the time the order is placed and all deliveries are kerbside deliveries, unless otherwise stated. If you believe you've entered the wrong information please do one of the following right away:

• Call the merchant at the number noted in your order confirmation email (or see Where can I find merchant contact info? below)

• Email us at hello@itsplaneandsimple.com

Why should I create an account?

Having your own account will allow you to see your order history and see merchant contact details so you can speak with them if you have any questions about your orders.  It also allows you to request VAT invoices.

We hate spam, so rest assured we won’t send you any marketing messages unless you’ve given us consent.

Why do you need my postcode?

We only work with the best merchants, your postcode allows us to connect you with our merchant partners who deliver to your area, ensuring efficient delivery and the best shopping experience.

Where can I find merchant contact info?

There are three ways to see a merchant’s contact info:

(1)  If you’ve placed an order, in the confirmation email you received, click ‘Delivery & Returns Policy’ and you’ll be taken to a website showing the merchant’s contact details.

(2)  If you’re yet to place an order and would like to contact a merchant:  Once you’ve selected a product you’re interested in, for each merchant who sells that product you’ll see a link to ‘Delivery & Returns’, click that to see the merchant’s contact info.

(3)  If you’ve placed an order and created an account but don’t have your confirmation email, to find the merchant’s contact info:

• Log into your account by clicking ‘My Account’ in the top right of your screen
• Click ‘Your Orders’ to view your order history
• Click ‘Help & Returns’ next to the order you’re interested in
• You’ll now see a popup window with contact info for all merchants in your order.

Where do products come from?

Our merchant partners source products from a variety of trusted suppliers. If you would like information on a specific product, use the merchant’s contact info to get in touch and they’ll be able to help (see ‘Where can I find merchant contact info?’ on this page).

I’d like some technical product info.

Where available, we’ve provided technical information on the product page.  For additional technical information, if the product is a branded item (Ronseal or Dulux for example), then technical information can usually be found on the brand website. You can also contact the merchant who sells the product (see ‘Where can I find merchant contact info?’ on this page).

Where can items be sent and how much will delivery cost?

Once you’ve entered your postcode, you’ll only see items delivered to your postcode by your local merchants.

Delivery cost varies from merchant to merchant and can be found on the product information pages.

Free delivery offerings are determined by the merchants themselves. In some cases, delivery can be free by spending over the free delivery threshold the merchant has set. Again, this is at the discretion of the merchant. This information can be found within the merchants delivery policy, on the product pages and, if you've added items into the basket, it can be seen here too.

Which payment methods are available?

We accept all major credit and debit cards.  Payments are processed securely and where available use 3D secure.

How do I change or cancel my order?

Please email us at hello@itsplaneandsimple.com with your order number and details of your request.  Please note that if an order is out for delivery it cannot be cancelled, please refer to the merchant’s Delivery & Returns policy (see ‘How do I see the delivery & returns policy?’ on this page).

I’d like a VAT invoice.

Our merchant partners would be happy to send you a VAT invoice, to request one just follow these steps:

• If you haven’t created an account, please email us at hello@itsplaneandsimple.com, let us know your order number and we’ll be happy to help
• If you have created an account:
  • Log into your account by clicking ‘My Account’ in the top right of your screen
  • Click ‘Your Orders’ to view your order history
  • Click ‘View’ next to the order you’re interested in
  • Click ‘Request VAT Invoice’ which is just below the order total.
  • We’ll let the merchant(s) know about your request and they’ll email you a VAT invoice

I haven’t received a refund.

If we’ve already confirmed to you that a refund has been processed, it can take 5-10 working days for your credit card provider or bank to process it.  If you haven’t received your refund within 10 working days please email us at hello@itsplaneandsimple.com with your order number and we’ll look into it and get back to you.

Delivery & Returns

How do I track my order?

Please contact the merchant(s) from whom you ordered, see ‘Where can I find merchant contact info?’ on this page.

How do I return my order and get a refund?

We'd be happy to help, please email us at hello@itsplaneandsimple.com with your order number and details of your request.  We’ll then contact the merchant(s) from whom you purchased and get back to you.  Please note that each merchant sets their own returns policy (see below).

How do I see the delivery & returns policy?

Each of our merchant partners sets their own policy.

If you’re yet to make a purchase, on the product page you’ll see a link to ‘Delivery & Returns’ for each merchant who sells that product, simply click the link to see that merchant’s policy.

If you’d like to see the Delivery & Returns Policy for a merchant from whom you’ve already purchased, click the link to ‘Delivery & Returns’ in the confirmation email you received.  If you've created an account but don’t have the confirmation email, simply follow these steps:

• Log into your account by clicking ‘My Account’ in the top right of your screen
• Click ‘Your Orders’ to view your order history
• Click ‘Help & Returns’ next to the order you’re interested in
• You’ll now see a popup window, click ‘Delivery & Returns Policy’ next to the merchant you’re interested in.

My order is damaged, what do I do?

Oh no, we’re really sorry to hear that.  Please email us at hello@itsplaneandsimple.com with your order number and details of your request.  We’ll then contact the merchant from whom you purchased and get back to you.

I need to change my delivery information

Please email us at hello@itsplaneandsimple.com with your order number and details of your request and we’ll be happy to help.

I haven’t received my delivery.

We’re sorry to hear that, contacting the merchant(s) from whom you ordered will be the quickest way to see what’s going on, please see ‘Where can I find merchant contact info?’ on this page.

Alternatively our friendly team is here to help, please email us at hello@itsplaneandsimple.com.

We advise against booking any professional tradespeople, or engaging in preparatory work until full receipt and inspection of your goods, and will not be liable for any tradesperson costs, consequential loss or compensation in any way.

General questions

I’d like to learn about becoming a partner.

Great!  We’re always looking for the best merchant partners to join us.  Please either fill out the form here or email us at hello@itsplaneandsimple.com letting us know your business name, location, and contact details.

Tell me about your 160 years of experience.

As a member of the Donaldson Group of companies, we share a proud heritage specialising in the processing, manufacturing, merchanting and distribution of timber and associated building products.  As a subsidiary within the Donaldson Group, Plane & Simple leverages the support and experience of the wider company and operates independently to support our merchant partners and their customers.

Do your merchant partners have sustainability credits?

As we don’t form part of the chain of custody, we don’t hold sustainability credentials ourselves but many of our merchants do.  If you’d like to confirm the sustainability credentials of a specific product, please email us at hello@itsplaneandsimple.com along with the product name and name of the merchant from whom you are interested in purchasing and we’ll get back to you.

When are you open?

Our website is live 24 hours, 7 days a week so you can order in your pyjamas, from your couch, or whenever it suits you!  Our friendly support team is available at hello@itsplaneandsimple.com, office hours are Monday to Friday 9am to 5pm and we do our best to get back to emails within 24 hours or the next working day.

Account questions

I’ve forgotten my password.

In the login section, just click ‘Forgot password?’ and we’ll email you a link to reset your password.  If you have any issues, send us an email to hello@itsplaneandsimple.com and we’ll help you out.

How do I create an account?

There are a couple ways you can create an account:

(1)  When you’re completing the checkout process, click the checkbox next to ‘Click here to create an account’, enter a password and that’s it!

(2)  If you’ve completed an order, just click the button that says ‘Create an Account’ on the order confirmation screen or in your order confirmation email and enter the information requested on the website.

If you have any questions please email us at hello@itsplaneandsimple.com and we’ll help.