Shipping + Returns
SHIPPING + RETURNS
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Shipping
We offer FREE International standard shipping on all orders and we also have available a range of express shipping prices that are priced for your country, please make sure you choose the right shipping depending on when you would like your order.
Orders are shipped within 3-4 working days (unless we are experiencing unexpected high demand, then our processing times can take longer) from our warehouse and domestic and international shipping can take anywhere between 7-15 working days depending on your local customs and logistics services and processes. If there is any delays in customs or international postage we will follow up on your behalf and be in contact with you.
Please Note: We do not take responsibility for shipping delays or interference from local custom processes, custom or boarder administration or local logistics and shipping issues including the weather and 'acts of god'. If an order has gone missing we will do our best to track this down and resolve the issue as fast as possible for everyone.
Some items are shipped separately depending on the warehouse and country the order is sent from and their processing times, we will ship from the closest warehouse to ensure speedy delivery to your country. If you have any questions or concerns about this you can contact us at service@playparkstudio.com.
Returns
We have a 14-day return policy, which means you have 7 days after receiving your item to request a return to ensure your item is returned to us safely and within a timely manner to ensure the goods and can checked, re-stocked and sold again without issues and delays.
To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Please note: We do not accept returns on any earrings, studs or worn jewellery for hygiene reasons.
If your return is accepted, you can then post your item back to us at your own cost and responsibility. All returns must be tracked and traced and are the responsibility of the customers until arrived safely. Returns can only be processed once arrived, checked and approved.
Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not Germany, shipping your goods may take longer than expected, so track and trace shipping is a must.
We charge a 20% return fee for general returns and administration, this fee will be calculated only from the items returned and the price paid on your receipt. This will be deducted from your refund when processed.
A return is your responsibility, including necessary insurances, track and trace and the correct shipping must be taken care of by the sender. If your return arrives outside of our 14 days returns policy, it will not be accepted unless an alternative agreement is made prior to the return being shipped.
To start a return, you can contact us at service@playparkstudio.com. Please note that returns will need to be sent to Germany with track and trace postage.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We are sorry but we do not offer exchange's on any of our products. You are welcome to return the products under the terms and conditions of a standard return.
Refunds
We will provide refunds on all faulty products and orders that were not delivered due to faults in the logistics process. We do not provide refunds when an order is in transit or is experiencing any delays due to high freight, traffic, weather (Acts of God) or local and domestic customs/govt processes.
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@playparkstudio.com so we can help you follow up on this.
Cancelled Orders
We only accept cancelations if the order has NOT been processed. If we can track your order down in time we will process your cancelation and also charge a 20% free for this service. If the order has been shipped you will need to follow the processes of a standard return after the order has arrived.
To prevent any issues with cancelled orders, please email us immediately after your order if you wish to cancel. Our systems automatically process orders, so to intercept this process successfully, we need to stop it as soon as possible.
Playpark 90 Day Buyer Protection
Playpark offers all of our customers orders a 90 day buyer protection. This covers shipping and faults only, so if an order is proven to be missing in the shipping process, undelivered or problems logistically, our buyer protection programme has you covered and you might be eligible for a full refund of your order.
The buyer protection does not cover items after it has been signed for or delivered. This could be theft of the product from your property after the item was delivered for example, so please keep clear instructions as to where you would like your item to be if you are not home.
Any questions please contact our international customer care team at service@playparkstudio.com
