1. Order Processing and Delivery

Orders are generally processed within 1–3 working days after payment confirmation. Working days exclude weekends and public holidays.

We deliver to eligible destinations across Europe using priority services provided by carriers such as DHL, FedEx or UPS, depending on destination and service availability. Estimated transit time is 5–8 working days from dispatch, excluding order processing time.

Tracking emails are sent automatically to the email address provided at checkout when tracking information becomes available and at key delivery stages, including dispatch, arrival at carrier facilities and local delivery updates, where supported by the carrier.

If an order exceeds the estimated transit period, please contact us at platform@playandtuck.com with your order number. We will review the shipment and, where appropriate, investigate the delay with the carrier. Following the investigation, we will assess the circumstances and determine an appropriate resolution, which may include a full refund or replacement shipment, in accordance with applicable consumer law.

2. Right of Withdrawal — European Customers

Customers purchasing online in the European Union generally have the right to withdraw from their purchase within 14 days of receiving the goods, without giving a reason, subject to statutory exceptions.

To exercise this right, please email platform@playandtuck.com within the applicable withdrawal period and include your order number and a clear statement that you wish to withdraw from the purchase.

Unless the goods are faulty or another legal exception applies, customers are responsible for the direct cost of returning the goods where this has been disclosed before purchase. Goods should be returned in a condition that allows their nature, characteristics and functioning to be assessed. Customers may be liable for any diminished value resulting from handling beyond what is necessary to establish those characteristics and functioning.

Following a valid withdrawal, refunds will be processed in accordance with applicable law. We may withhold reimbursement until the returned goods have been received or evidence of their return has been provided, whichever occurs first, where permitted by law.

Nothing in this section limits any mandatory consumer rights that apply in the customer’s country.

3. Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged or different from the item ordered, please contact platform@playandtuck.com after receipt. Include your order number, a description of the issue and clear photographs showing the item and the relevant damage or defect.

Photographs may be sufficient for us to assess the issue. Where the evidence is sufficient, we may arrange a refund or replacement without requiring the damaged item to be returned.

If further assessment is needed, we will explain the next steps by email. Any remedy will be provided in accordance with applicable consumer law. Customers retain their statutory rights relating to faulty, damaged or non-conforming goods, including any rights to repair, replacement, price reduction or refund where applicable.

4. How to Request a Return

To request a return or withdrawal, please follow these steps:

  1. Email platform@playandtuck.com with your order number and the reason for your request, where applicable.
  2. Wait for our reply with the relevant return instructions.
  3. If a return is required, send the goods to the address below and retain your proof of postage.

Return Address: [XXX]

Please do not send goods to a different address before receiving the relevant instructions. This helps us identify the returned order and process the request efficiently. This requirement does not restrict any statutory right to withdraw or obtain a remedy.

5. Refund Methods and Processing

Payments may be made using the following methods where displayed as available at checkout:

  • Visa
  • Mastercard
  • American Express
  • Apple Pay
  • Google Pay
  • Other supported electronic payment methods displayed at checkout

Approved refunds will generally be returned to the original payment method. The time required for the funds to appear in the customer’s account may depend on the payment provider or the customer’s bank.

For valid European withdrawal requests, refunds will be issued within the period required by applicable law. For other approved refunds, we will initiate the refund promptly after confirming the applicable resolution.

6. Non-Returnable Situations

A return or refund may not be available where a request falls outside the applicable legal rights and no other remedy applies. This may include a change of mind after the statutory withdrawal period has expired, or a claim that cannot be substantiated following a reasonable review.

These provisions do not exclude or restrict statutory rights relating to faulty, damaged, incorrectly supplied or non-conforming goods, or any other rights that cannot lawfully be excluded.

7. Order Cancellation

If you wish to cancel an order, please email platform@playandtuck.com as soon as possible and provide your order number. Cancellation may be possible before dispatch, but cannot be guaranteed once processing or dispatch arrangements have progressed.

If cancellation is no longer possible, eligible customers may still exercise their statutory withdrawal rights after receiving the goods, in accordance with applicable law.

8. Contact Information

Brand: Playandtuck
Registered Company Name: [XXX]
Website: www.playandtuck.com
Email: platform@playandtuck.com
Registered Address: [XXX]
Telephone: [XXX]
Dispatch Address: [XXX]
Return Address: [XXX]

For all return and refund enquiries, please contact platform@playandtuck.com and include your order number.