When you place your order, you will receive an automated email from PlayTrade which will include all your order details. Please check that the delivery address shown in this email is correct. Please note that PlayTrade's terms and conditions for merchants specifically state that goods must be sent to the delivery address on the order confirmation and to no other.
If the delivery address is incorrect, please notify us immediately using either the merchant contact function through the order history or by sending an email to us at email@example.com. We will cancel the order and request a refund for you.
Please also note that we will not be able to cancel your order once it has been dispatched.
Emails from us
Very occasionally, we may need to contact you before we can dispatch an order. In this instance, we will email you and will put your order on hold until such time as we hear from you. In the very unlikely event that we do not have a response within 7 days (1 week), we will, unfortunately, have to cancel your order and request a refund.
Orders paid for by 12 Noon Monday to Friday are dispatched on the same working day. Items ordered and paid for after 12 noon or at the weekend are sent on the next working day ie Monday with the exception of a bank holiday (UK).
- Orders under £30.00 are posted by 1st class post.
- Orders over £30.00 are sent by courier.
Please note that our products often appear 'over-packed'. This is because Royal Mail has issued new instructions regarding the packing and posting of magnets which are in line with the requirements of courier companies. We are obliged to ensure that not only is there no damage caused to the magnets during transit but also that the magnets do not cause damage to electronic equipment which may also be in transit and to electronic postal sorting equipment.
If you have not received a dispatch notification email two working (Monday-Friday) days after placing your order, please check the status of your order in your order history. (There are, occasionally, issues with some automated emails being consigned to Spam by some email providers and the most common problems are with Hotmail accounts). If your order is not shown as dispatched, or shows as 'Sale Pending', please contact us using either the merchant contact function through the order history or by sending an email to us at firstname.lastname@example.org.
- Orders under £30.00 - Royal Mail aim to deliver in 1-2 working days but do not guarantee this. See Lost or Missing items below.
- Orders over £30.00 - The courier service is 2-3 working days and can be delivered up to 5.30pm
Lost or Missing Items
Due to the packaging requirements, items often have to be packed in much larger boxes than the size of the magnet would seem to indicate. Unfortunately, a lot of these boxes are far too big for letterboxes.
Royal Mail state on their website that items are not considered lost until 15 working days (3 weeks) after posting excluding the date of posting. We do not make our customers wait this long, but would ask for your patience for 10 working days (2 weeks). If you suspect your order is missing, we highly recommend you contact your local Royal Mail delivery office because your package may have been too large and may be awaiting collection. If you have not received your order after 2 weeks, please contact us.
If you have not received your order after 3 working days, please contact us.
Please be advised that all magnets are placed inside a zip-loc bag and then inside a bag made of bubble-wrap. If you have purchased very small magnets and believe you have received an empty roll of bubble wrap, please find the free flap and open the roll up before you contact us.
Cancellations and Returns
The Distance Selling Regulations provide consumers with the right to a 'cooling-off' period to allow you to change your mind. Under these regulations, you have the right to cancel your order within 7 days of delivery (starting the day after you receive the goods) and to return the goods for a refund.
The Distance Selling Regulations do not apply to businesses nor to individuals who are trading or acting as a trader (buying goods to re-sell for profit) because no-one is the 'Consumer'. This means there is no 'cooling-off' period and the order cannot be cancelled once processed.
Cancelling before dispatch
Regardless of whether you are a consumer, business or trader, we are happy to cancel any order before dispatch. Contact us using the contact merchant function in the order history or by email at email@example.com and we will cancel the order and request a refund.
Cancelling after dispatch
Send us an email at firstname.lastname@example.org within 7 days of receiving your goods stating that you wish to cancel the order. Please include your name, address and order number. We are always trying to improve our customer service and product range and, therefore, it would be helpful if you could include a brief explanation as to why you are cancelling your order.
All products must be returned in their original packaging and in re-saleable condition. Failure to adhere to this requirement may result in transit damage in which instance the goods will no longer be in saleable condition. In these circumstances, no refund will be given and the goods will remain your property and will be made available for you or your agent or courier to collect at your convenience.
- The cost of returning the item to us is the responsibility of the customer and this will NOT be refunded.
- We do not accept underpaid postage items so you must ensure that you pay sufficient postage for the return to be delivered.
- Failure to re-use the original package may result in transit damage.
- We recommend that that you use a registered delivery/postal service for your own security and peace of mind
- Refunds are only issued upon receipt of the returned goods.
The address to send returns to is:
Guy's Magnets Ltd, 26 Evans Business Centre, Hampton Park West, Melksham, Wiltshire, SN12 6LH
Faulty or Damaged Items
In the extremely unlikely event that your item is damaged during transit or is faulty, we will, at our option, make good any shortage or replace any damaged of faulty goods or refund you to the amount you paid for the product provided that you notify us of the problem, by email, within 7 days of delivery of the goods. Nothing in this clause affects your Statutory Rights. Send the email to email@example.com and include your name, address, telephone number, order number and the exact nature of the damage or fault. If would assist us if you would also include photographs of the damage or fault. We may, while deciding the best course of action, contact you by telephone or email for further information. We will also contact you to notify as to how the problem is to be resolved.
In the event of a manufacturing defect, we may, at our decision, ask you to return the goods to us by recorded delivery. In this, and only in this instance, will the postage charge be refunded by us.
If you have a complaint about our products, our service or a member of our staff, please send the details, along with your name and telephone number to firstname.lastname@example.org.
Telephone: 01225 702782 8.45am-6pm Monday-Friday
Guy's Magnets Ltd
26 Evans Business Centre
Hampton Park West
VAT number: 840 9760 11