HELP CENTRE

Welcome to the Play Creations Help Centre. We hope you can find all the answers you’re looking for. If you can’t please get in touch using the contact form below. 

Explore the knowledge base

FAQ

How do I get a refund?

Our returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

I've changed my mind on my order, what do I do?

We will refund the order, excluding original delivery costs and excluding costs for redelivering the returned item to our factory. If the product is customised to your specification, then such products are excluded from the 30 day refund policy – unless they are faulty or damaged (see below). You will be responsible for paying for your own shipping costs for returning your item.

Shipping costs are non-refundable

I've received a faulty item, can I get a refund?

You must let us know immediately (within a maximum of 24 hours from delivery) if you notice any faults or damage on your ordered items. We’ll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item). We have strict quality control measures at Play Creations to ensure that our items leave the factory in perfect condition. This is why we tend to send our larger items on a pallet delivery service. If the item has arrived damaged, the likelihood is that this happened in transit.

We would ask that you send us photos of the item(s) in their delivered condition so we can bring this issue to the attention of our courier. We will arrange for the collection and return of the item(s) to our factory.

Where do you manufacture?

All our products are manufactured in England. We do not outsource our manufacturing to third parties outside of England. We do this to mitigate the environmental impact of overseas shipping.

Is your website secure?

Our website uses the most secure methods of processing credit / debit card payments via the trusted PayPal and Stripe payment gateways. If you wish to pay for the item(s) available online without a card (i.e. with a purchase order number), then please contact our sales team on 01924 600205. We will generate a pro-forma invoice for the item(s) and then process the purchase order. Please note, unless stated within the product listing, there are no delivery costs included in the product price – this will need to be included in any purchase order values.

Please contact us if you require clarification on delivery costs – 01924 600205

I lost my password, how do I login?

Go to the account login form in the top right hand corner of the website. Below the login form you will find a text button ‘Lost your password?’. Please follow this button through to reset your password. You will be emailed to your registered email. Alternatively, please contact us via the form below and we will reset your password for you.

What happens with my personal data?

Our website collects a series of general data and information when a data subject or automated system calls up the website. This general data and information are stored in the server log files. Collected may be (1) the browser types and versions used, (2) the operating system used by the accessing system, (3) the website from which an accessing system reaches our website (so-called referrers), (4) the sub-websites, (5) the date and time of access to the Internet site, (6) an Internet protocol address (IP address), (7) the Internet service provider of the accessing system, and (8) any other similar data and information that may be used in the event of attacks on our information technology systems.

When using these general data and information, we do not draw any conclusions about the data subject. Rather, this information is needed to (1) deliver the content of our website correctly, (2) optimise the content of our website as well as its advertisement, (3) ensure the long-term viability of our information technology systems and website technology, and (4) provide law enforcement authorities with the information necessary for criminal prosecution in case of a cyber-attack. Therefore, we analyse anonymously collected data and information statistically, with the aim of increasing the data protection and data security of our enterprise, and to ensure an optimal level of protection for the personal data we process. The anonymous data of the server log files are stored separately from all personal data provided by a data subject.

Got a question?

Please contact us using the form below.