We aim to answer all queries within 24 hours, between Monday to Friday from 8.30am to 5pm excluding public holidays.
Important Note: Some e-mails accounts will 'Junk' any e-mails that are sent from addresses that are not recognised, so make sure you add firstname.lastname@example.org to your address list so that we can get in touch.
1. Do you have the item in a different size?
We endeavour to list all our available products on play, however if there is an alternative you require please contact Customer Services and we will be happy to help.
2. Can I change my order?
Unfortunately, once you have submitted your order we are unable to amend it. Please contact Customer Services and we will do our best to cancel your order.
3. Can I change my delivery address?
Unfortunately, once you have submitted your order we are unable to amend the delivery address.
4. How much is delivery?
UK Standard Delivery - Free!
5. How long will it take to receive the item(s)?
On receipt of payment we aim to dispatch all orders within 2 working days, except on weekends and bank holidays.
6. Where do you deliver?
We deliver to the address stated on your play order address only. This could be your home, workplace or alternative address. You can only change your delivery address at the time of placing your order. Once you have submitted your order we are unable to amend the address. We deliver to the UK only.
7. How will my order be delivered?
Deliveries are made by Royal Mail.
8. Can I track my order?
Yes, please contact Customer Service for details.
9. What if I'm not at home when you deliver?
If you are not available to accept delivery, the postal service will leave a card to advise that delivery has been attempted. To re-arrange delivery, please follow the instructions on the card. Your order will be held at the local sorting office for 18 working days. If the item is not collected or delivery is not rearranged, your order will be returned to us and we will make a full refund, minus the postal charges.
10. Do you offer discounts or lower prices?
Unfortunately we do not offer discounts of any kind. All our prices are the very lowest we can offer.
11. Do you sell gift sets?
We have an extensive range of fragrance gift sets available. Please see our Play shop for the full range.
12. Are your products genuine / real?
All of our products are 100% genuine, have never been used and are still in the original packaging. All the products are supplied as pictured and you can rest assure that the product is the same as you would find on the high street but much cheaper.
13. Are you products sealed in cellophane?
Unfortunately certain brands come without cellophane as the manufacturer believes the packaging is better without for example Hugo Boss, CK1 etc.
14. Do your prices include VAT?
All products listed include VAT.
15. Can I collect my order?
Unfortunately we are unable to allow customers to visit the site due to health and safety reasons.
16. My country is not listed in the shipping options, what do I do?
Unfortunately we can only ship to the UK. We currently do not have the facilities to ship to other international countries.
17. The product I ordered has arrived incorrect, damaged or faulty. What should I do?
Please contact our Customer Services if you receive an incorrect, damaged or faulty item(s) upon receipt and we will issue a freepost return label. Photographic evidence may be required to support a claim involving incorrect, faulty or damaged items.
18. Why are the products so much cheaper?
We sell direct to the consumer and there is no shop or middleman so we can therefore pass the saving onto the customer.
19. What do I do if I haven't received my order?
If you have not received your parcel after 15 working days from dispatched, please contact Customer Service for a lost parcel claims form. Once the form is completed and return to us, we will investigate the claim and we will either process a refund or send a replacement out.