1. Order Processing

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

Processing includes order review, preparation and dispatch arrangements. During busy periods or public holidays, processing may take longer. Customers will receive an email notification when their order has been dispatched.

2. Shipping Destinations and Delivery Times

We currently offer delivery to eligible destinations across Europe. Orders are shipped using priority delivery services provided by carriers such as DHL, FedEx or UPS, depending on the destination and service availability.

The estimated transit time is 5–8 working days from dispatch. This period does not include the order processing time of 1–3 working days.

Delivery estimates may be affected by the destination, carrier operations, customs procedures, public holidays or other circumstances affecting transit. Any applicable delivery charges and available delivery options will be displayed during checkout before the order is placed.

3. Dispatch Notifications and Tracking

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

Customers should check their inbox and junk or spam folder for these notifications. Please ensure that the email address entered at checkout is correct.

Tracking information may take some time to appear after dispatch. Customers can use the tracking details provided in the email to follow the shipment’s progress.

4. Delayed or Undelivered Orders

If an order has not arrived within the estimated transit period, please contact us at platform@playandtuck.com, quoting your order number.

We will review the tracking information 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.

Any resolution will be handled in accordance with applicable consumer law. Nothing in this policy limits statutory rights relating to late, missing or undelivered orders.

5. Delivery Address

Orders are dispatched from:

Dispatch Address: [XXX]

Customers are responsible for providing a complete and accurate delivery address and contact email at checkout. If an address needs to be amended, please contact us as soon as possible. Changes may not be possible once an order has entered fulfilment or has been dispatched.

If a shipment cannot be delivered because the address supplied is incomplete or incorrect, we will review the circumstances with the carrier and work with the customer to determine the appropriate next steps, subject to applicable law.

6. Delivery and Receipt

Customers should check the parcel and its contents upon receipt. If an order has not arrived, arrives damaged, or contains an incorrect item, please contact platform@playandtuck.com with the order number and a description of the issue. Photographs or other relevant evidence may be requested to help assess the matter.

Where a parcel is recorded as delivered but has not been received, we may review the carrier’s delivery records and request further information before determining the appropriate resolution.

7. Customs Duties and Import Charges

Depending on the destination and the applicable import arrangements, customs duties, taxes or other charges may apply. Any charges payable by the customer will be handled in accordance with the information provided at checkout and the laws applicable to the destination.

8. Consumer Rights

This Shipping Policy operates alongside the consumer rights applicable in Australia and the relevant European destination countries. It does not exclude or restrict any rights or remedies that cannot lawfully be excluded, including rights relating to delivery within the period required by law, non-delivery and other applicable statutory remedies.

9. Contact Information

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

For shipping enquiries, please email platform@playandtuck.com and include your order number.