F.A.Q.
COMMON PLANNER & NOTEBOOKS
Q: When will the 2025 Common Planners go on sale?
A: We will be launching the planners on 3 different dates throughout September. All sales will go live at 10 AM New York time. The schedule is as follows:
- September 1st: B5, B6 Slim, A6, Pocket, Passport
- September 8th: N1 and N2
- September 15th: A5, B6, Daily Planner, Booklets
Q: Can I combine my orders if I purchase from the different launch dates?
A: Yes of course! After placing an order please email us at info@sterling-ink.com with your request and we will place your order on hold. Once done shopping, let us know and we will combine the orders into one shipment. If shipping was paid more than once, we will refund the extra shipping charge(s)!
Q: Why aren't all the Common Planners available in every color?
A: Color choices were carefully selected based on past sales data. Some colors aren’t suitable for larger sizes due to manufacturing constraints, but we’ve made every effort to include them in some form. We’ve analyzed the popularity of different colors and taken all these factors into account. Our goal is to provide a diverse range of sizes, layouts, and colors.
Q: Will undated be offered in all the layouts and cover colors?
A: Not at this point in time as we still have stock to go through. Once we go through the inventory, we will reassess based on customers' demand.
Q: Will the notebooks be offered in the new cover colors?
A: We still have existing notebook inventory to go through before we can order new ones. As we are still a very small and young shop, we need to work within our parameters.
Q: Sunday start planners?
A: We receive very few requests for Sunday start planners. In comparison, there are way more people using Monday start and requests for other sizes. So we are designing based on demand from our customers.
Q: My spine of the planner is curving outwards. Will this be fixed in the new planner?
A: This is actually completely normal for this type of binding. The stitched binding allows the book to open flat and with use (doesn't matter if you add stickers or not) with repeated open and close, the spine will curve outwards.
Q: What does "Imperfect" mean?
A: We do our own quality control after we've received the inventory, here are some typical examples of what we deem as "imperfect."
- Grid lines not lining up, especially open spreads.
- Blemishes on the cover such as glue, stain, glitter.
- Minor scratches on the gilded edge.
- Minor print stains/blemishes on pages.
- Separation of the cover and pages (can be seen at the spine). This is a cosmetic issue and does not affect the durability of the planner.
SHIPPING RELATED
Q: I upgraded to expedited shipping, but my order hasn't been shipped yet. Why?
A: Our standard processing time for all orders is within 5 business days, regardless of the chosen shipping option. Please be aware that this processing duration may be affected during collection launches, sale periods or seasonal rushes (i.e. Christmas). It's important to note that the processing time refers to the time required to prepare your order for shipment, which is distinct from the shipping time itself. The expedited shipping option refers specifically to the shipping service offered by the postal carrier and does not impact the processing time of your order.
Q: My country's customs agency is charging me VAT even though I have already paid for it at the point of check out.
A: Customers are solely responsible for all taxes, customs duties, and associated fees linked to imported goods. While we endeavor to assist in cases where customs claim taxes remain unpaid, customers should note potential processing or administrative fees imposed by customs authorities. It is advisable for customers to stay informed about their country's customs policies to avoid any unforeseen charges.
Q: Are the blemished discounted items considered sale items and not eligible for returns?
A: Yes, that is correct! Only regular-priced items are eligible for refunds. Sale items are non-refundable.
SUBSCRIPTION KIT
Q: I ordered a subscription on September 25th and its already October 13th. Why hasn't my order been shipped out yet?
A: Subscription kits are sent out around the start of the following month. For first time subscribers, the deadline is the 23rd of any given month. We need about a week to put the subscription kits together and have the shipping labels ready. Once a shipping label has been generated, you will receive a notification containing a tracking number for your reference.
Q: I am trying to log into my account and when I try to reset my password it says my email address is not found. How can that be? I have an existing subscription with you. Please help!
A: An account needs to be created by you on our website in order for you to manage your account, the link can be found here.
Q: What will be the size of the vellum calendar freebie for next year's subscription?
A: We offer the calendar freebie in B6 size. Unfortunately we cannot customize subscription kits where you can pick your vellum calendar size. We are able to keep subscription costs low by systematizing our production and labor cost.