Frequently Asked Questions
At DIYFlexiPlan, we believe informed customers shop with confidence. Below you’ll find answers to the most common questions about orders, shipping, payments, refunds and more.
Orders & Account
Do I need an account to place an order? +
No. You can checkout as a guest or create an account for faster checkout and order tracking.
Can I change my order after placing it? +
If your order hasn’t been processed yet, contact us immediately and we’ll do our best to help.
How do I know my order is confirmed? +
You’ll receive an order confirmation email once payment is successful.
I didn’t receive a confirmation email, what should I do? +
Check spam/junk folders first. If still missing, email us and we’ll confirm your order manually.
Shipping & Delivery
Where do you ship from? +
Orders are dispatched from our UK fulfilment partners.
What are your handling times? +
Orders are processed within 1–3 business days.
UK delivery time? +
6–8 working days after dispatch.
European delivery time? +
10–12 working days after dispatch.
International delivery time? +
14–16 working days depending on destination.
Do you ship worldwide? +
Yes, we ship to most international destinations.
Can I track my order? +
Yes, tracking details will be emailed once your order is dispatched.
Payments & Security
What payment methods do you accept? +
Visa, Mastercard, Maestro, PayPal, Apple Pay, Google Pay and Bank Transfer.
Is my payment information secure? +
Yes. All payments are encrypted and processed securely via Stripe or PayPal.
Do you store card details? +
No. We never store or see your full card details.
Why was my payment declined? +
Payment declines are usually triggered by Stripe’s automated security systems to prevent fraud — not by your bank.
Stripe declined my payment, what should I do? +
Try again, ensure 3D Secure approval, or use another payment method like PayPal or bank transfer.
Is 3D Secure mandatory? +
Yes, it may be required to verify your identity and protect you from fraud.
Can I pay by bank transfer? +
Yes. Bank details are provided at checkout. Orders process once funds clear.
Returns & Refunds
What is your return policy? +
We offer hassle-free returns similar to major online retailers.
How long do refunds take? +
Refunds are issued immediately after approval. Banks may take 5–10 working days.
Will I receive a full refund? +
Yes, once approved and returned according to policy.
What if my item arrives damaged? +
Contact us immediately with photos and we’ll resolve it quickly.
Products & Warranty
Are your products new? +
Yes. All products are brand new unless clearly stated otherwise.
Do products include warranty? +
Manufacturer warranties apply where applicable.
Are instructions included? +
Yes, either in-box or downloadable.
Support & Trust
Who owns DIYFlexiPlan? +
DIYFlexiPlan is a UK family-run business owned by Sara Raycraft and her family.
How can I contact support? +
Email us anytime at raycraftsara3@gmail.com.
Do you respond quickly? +
Yes. We handle support personally and aim to respond as quickly as possible.