Christopher
Incredible plugs! So happy I bought them. High quality matched the pictures and exceeded my expectations by far.
Are your plugs sold individually or in pairs?
This will depend on how you order them on the product page. You will see an option to purchase a “Single Plug” or a “Pair of Plugs,” with the price updating accordingly.
Are your plugs all custom-made?
Yes, every single plug we make is handmade to order in our UK workshop by one of our team of craftsman. We do not mass-produce our items. This is why you will see a production time mentioned in the product description.
How long does it take to create my order?
In most cases, we will craft your order within 2 to 6 business days. This timeframe allows our expert craftsman to give each piece the meticulous attention and care it deserves.
Why does it take a few days to make my plugs before shipping?
Our process is what makes our work special. By handcrafting each piece for your order, we ensure the highest quality, finish, and attention to detail. We believe that unique, custom-made items are worth the short wait and our tens of thousands of clients agree.
How do I make sure I get the right size?
Ordering the correct size is crucial. We highly recommend being accurately measured by a professional piercer before ordering to ensure the perfect fit if you are not 100% certain of your size. Never force a plug or tunnel into your ear, as this can cause damage. For sizing up we recommend using stretching tape to gradually wrap our plugs up to a half size before attempting the next.
What materials do you use?
We use a range of high-quality, biocompatible materials, primarily including various hardwoods and stones. We ensure every material is safe and comfortable for your body lobes. You can find specific material details on each product’s page.
How can I check the status of my order?
Once your order has been crafted and dispatched, you will receive a shipping confirmation email containing the details of your chosen shipping class. If you chose a Tracked service, you can use this to monitor your parcel’s progress. Non tracked services only provide estimated dates for deliver and a tracking event upon delivery attempt to confirm delivery or an attempt of.
What are my shipping options?
We offer a range of shipping options for both domestic and international customers. For international orders, please refer to our Delivery Info page for details on how taxes and duties are handled for your specific country.
What are the international taxes and duties I have to pay?
For the most accurate and up-to-date information on international taxes, including our special handling for the EU (IOSS) and US (pre-paid import tariffs), please refer to our dedicated Delivery Info page.
When will I receive my order?
Our total delivery time is the sum of our production time (typically 2-6 business days) plus the shipping time for your selected delivery method. You will receive an estimated delivery date with your tracking information after we have made your order and have it boxed up ready to send on its way to you.
Do you accept returns on custom-made items?
Due to the custom and handmade nature of our products, we do not accept returns or exchanges for items based on a change of mind. However, if your order is faulty or damaged upon arrival, please contact us immediately providing photos of the of the plugs and the packaging. In any case such as this, only an exact replacement of the original order details will be made, no size or flare alterations may be requested. So if you perhaps accidentally order the wrong size or change your mind on the design you want, please do not damage the plugs in attempt to get a replacement in an alternative size or design as only the same details on the original order will be remade. Please refer to our full Returns Policy for more details.
My tracking shows my parcel was lost. What do I do?
In the rare event of a lost parcel, please contact us with your order number. As all of our items are custom-made and not easily replaceable, we will work with the shipping carrier to investigate and find a solution.
How do I clean my plugs?
Cleaning methods and plug care can vary by material.
- Stone:Â Wipe gently with a soft cloth and warm, soapy water. Rinse and dry thoroughly, apply XXX oil.
- Wood:Â Do not soak in water, shower or bathe in our plugs if you want them to last many years to come. Use a damp cloth to wipe clean. You can prolong its life and prevent drying by applying a small amount of our XXX oil occasionally after cleaning.
- General Care:Â Always ensure your hands are clean before handling your jewellery. Avoid harsh chemicals like alcohol or peroxide, as these can damage both the material and your skin. In the case of some materials such as Ebony, the strong solvent properties of rubbing alcohol can damage the structure and break down the material, leading many clients without this knowledge to think that their plugs are made form died wood. This is not the case, alcohol will simply break down the structure of ebony in its strongest solvent form and is not a safe or appropriate chemical to be using for stretched lobes and plugs. We only recommend cleaning and conditioning plugs with our XXX all natural oil or a reputable alternate. (ours is free when you order plugs).
Can I wear my plugs in the shower or while swimming?
We recommend removing your plugs before showering, bathing, or swimming. Prolonged exposure to moisture can damage some natural materials, particularly wood. Chlorine and other pool chemicals can also harm your jewellery and irritate your piercings by leaving small amounts of chemical deposits in your plugs after the moisture has dried. Repeated wetting and drying of wood plugs will result in a significant loss of surface quality, so lets keep them out of the water and instead keep them oiled along with your lobes 2 to 3 times a week. This is how our craftsmanship can continue to be something you are proud to wear for many ears to come. Look after it and it will look after you.
How should I store my plugs?
Store your plugs in a clean, dry place, away from direct sunlight and extreme temperatures. Storing them in a soft-lined box or pouch can help prevent scratching. Seeing as most of us wear hair and/or makeup products, we recommend always thoroughly cleaning your plugs before putting them into storage.
What if my piercing feels irritated?
We cannot offer medical advice. If you experience irritation, redness, or swelling, we recommend consulting a reputable piercing professional or your GP. Do not remove your jewellery unless advised to do so, as this can trap any potential infection.
My discount code isn’t working.
Please check that the code has been entered correctly and that it is not expired. Some promotional codes may not be valid during sale periods or on specific items. If you continue to have issues, please contact our support team.
