Plum Help Centre

Please state the nature of your query:

I have a query or issue regarding a recent order
My product has developed a fault during use
I have a query about using the website
I need to order spare parts

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What is the specific query or issue regarding your order?

Where is my order?
My order has arrived with missing boxes or parts
My order has arrived damaged
I would like to cancel / return my order

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Please note that the following scenarios will cause a combined delay to our Next Day delivery service:

- Item was ordered after 12.01pm Mon-Thurs (1 working day delay)
- Item was ordered at the weekend or a public holiday (1 to 4 days delay)
- Item is to be delivered to a location other than the UK mainland (2 or more working days delay)
- Item is a large play centre or other large/heavy item that requires a pallet (4 or more working days delay - Requires booking date)
- Item is a Born Free Adoption Pack - These are sent direct from the charity and delivery can take around 10 working days.

Most orders will be sent via tracked delivery for which you will be emailed a tracking number. Please check the details of that tracking number on the carrier's website to keep updated as to the progress of the delivery. If you feel that your order is taking too long despite the above leadtimes, please get in touch via our contact form and we will investigate for you.

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Did you receive the item more than 14 days ago?

Yes
No


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Unfortunately, shortages and damages must be reported to us within 14 days of receiving the goods.

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We are sorry to hear that there has been a problem with your order. Please provide us with details of any missing parts via our contact form, selecting the 'My order has arrived with missing parts' option, and we will do our best to resolve the situation.

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Did you receive the item more than 14 days ago?

Yes
No


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Is the issue regarding splits, cracks or green mottling in wood?

Yes
No


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Round Pole Wood is an organic material, it is always trying its hardest to adapt to its changing environment. It moves, it swells and it shrinks; all normal behaviour for Round Poles.

Often, naturally occurring splits will appear in the poles. In warm sunny weather the wood shrinks, in wet weather it expands; the moisture content can reduce by 50% in warm weather conditions depending on where you are in the planet. These environmental changes cause the cracks. We design our round poles to be thick and strong so natural wood splits won't affect the overall strength of the pole.

Safety is as important to Plum® as having fun and we’d like to reassure our customers that the majority of wood splits will never become deep or wide enough to affect the reliability and strength of our swing sets.

You can learn more about wood splits and green mottling on our Wood Splits Information Page

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We are sorry to hear that there has been a problem with your order. Please provide us with your order details and images of the damage via our contact form, selecting the 'My item arrived damaged' option and we will do our best to resolve the situation.

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What is the reason for the cancellation / return?

Changed my mind / not suitable
Item was delivered damaged / had parts missing


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Did you receive the item more than 14 days ago?

Yes
No
Haven't received it yet


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Unfortunately, we cannot accept any Change of Mind returns after 14 days of you receiving the goods.

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Please fill in the contact form with your order information by selecting the 'I want to return my item (obtain a RAN)' option.

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Please fill in the contact form with your order information by selecting the 'I want to cancel my order' option.

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Did you receive the item more than 14 days ago?

Yes
No


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You do not necessarily have to return the item, as we can send replacement parts to you free of charge. Please select one of the following options:

Return the item
Request replacement parts
Report item was delivered damaged.


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We are sorry to hear that your product has developed a fault.

Please fill in the warranty claim form so that we can help resolve the issue.

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What is the specific query you have with using the website?

Redeeming coupon codes
Interest-free credit options
Delivery & Returns


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Please note: Coupon codes cannot be used in conjunction with sales offers and/or specific items such as the bowl trampoline.

To redeem a coupon code, simply click on the 'Apply Discount Code' link that appears underneath the list of products in your shopping cart, or underneath the payment options on the final checkout page, and enter your code and click the button that says 'Apply Discount'.

Coupon codes are not case sensitive.

Please note that some coupon codes can only be redeemed once, whilst others can be redeemed multiple times.

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We offer interest-free credit options in the UK only:

Klarna: Available on purchases up to £1000

You can learn more about this option and the terms of contract here: Klarna FAQ

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DELIVERY

Delivery is free for orders over £50.

Orders placed before 12:01pm are sent next working day. There are some exceptions to this, such as large products that require a specific booking date for delivery, and Born Free adoption packs that are sent directly from the charity and can take up to 10 working days to arrive.

Please visit our Delivery Info page to see how much we charge for delivery across UK and Ireland. International orders are available upon request. If you would like to place an international order, Please contact us

RETURNS

We guarantee your satisfaction. In the unlikely event that the goods are not of a satisfactory quality, are damaged or defective or you wish to return goods for any reason within the terms of this contract, you need to follow the returns policy.

You can learn more about our returns procedure here: Refunds & Returns.

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For Trampolines, you can find spare parts via the Spare Parts Finder.

For Scooters, you can find Globber Spare Parts as part of our main catalogue.

For sandpits, we sell replacement Sandpit Covers and Sandpit liners as part of our main catalogue.

For anything not covered by the above, please get in touch with us via the Contact Form so that we can assist you.

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Click 'finish' to submit your details