FAQ - PlayWood

Purchases

Where do you deliver?

We deliver worldwide. Please note that some delivery destinations may experience delays or potentially issues with customs – to find out more about some of those limitations, please visit our Shipping&Return policy page.

Why is my delivery taking so long?

Some orders take a little longer to be processed. If you’re in a rush for your products, it might be best to specify it to improve the turnaround time.

How much do postage and packaging cost?

It depends on what you have ordered and which shipping method you have selected. We’ll show you the exact prices when you make your order.
Orders outside Europe follow a different procedure. To know more about it please visit our Shipping&Return policy page.

Do you store any information about me?

Yes, some. We keep your name, email address and a list of your previous orders, to make it easier for you to reorder in the future.

Other companies have a “satisfaction guarantee”. Do you?

Yes, we do. We would like you to be satisfied of course, but we would prefer it if you were absolutely thrilled with your order. We take great pride in the work we do here at PlayWood, so should you ever receive a PlayWood delivery that isn’t up to scratch, please let us know and we will do everything we can to fix it. Click here to have more details: General Sales Conditions

How do I set up an account with PlayWood?

We never ask you to set up an account until it’s really necessary. This means you can explore our products and website without an account. We will ask you to set one up when you are ready to place your order. Signing up is easy and only takes a couple of minutes.

How do I edit my account?

Simply login to “My Account” page and you will be able to make the changes you need.

I have forgotten my password, how can I reset it?

Enter “My Account” page and follow the instructions. You will receive an email with all the details. If you have not received the email, please be sure to check your spam folder, just in case it’s got stuck. Last but not least, make sure you remember your new password before you log out.

How do I delete my account?

Please write an email to customerservice@playwood.it if you have any worries or concerns.

Payments

How can I pay my order?

We offer the choice of direct bank transfer, credit card (Visa, Mastercard, Maestro, American Express, Carta Aura, Discover) or PayPal. If you don’t have a PayPal account, you can set one up as part of your checkout process, or use the PayPal service as a guest to place your order.

Can I pay with cash, check or bank transfer?

Yes! We accept direct bank transfer.
While cash and checks are not accepted.

Is my payment secure?

Yes. We take security extremely seriously, and use the most up-to-date security systems for handling online payments. We never store your credit card information on any of our computers.

Orders&Returns

How long will it take to have the order in my hands?

It depends on where your order is being delivered to.

How can I check the status of my order?

All PlayWood orders show up in “My Account” page and we will inform you if your order has been processed or shipped. If you have selected traceable shipping, we will email you a tracking number and a link when your order has been shipped.

Does PlayWood offer any free shipping options?

We have different shipping policies. For more info visit our Shipping&Return policy page. If you would like to keep up to date with our promotions and sales, you can sign up to our newsletter.

What happens to my delivery if I am not at home?

If you picked a traceable shipping option, your local delivery agent may require a signature. If you work during the day, it’s best to have your order delivered to your work address to avoid any problems.

I want to place a large order.
Will it be shipped all together?

We do try to ship whole orders together. If there are any delays or some products take longer to be available, we might split it up (but we’ll keep it to a minimum). In case of split shipping, we will contact you by email.

I’m having troubles paying for my order!

Please contact us at: customerservice@playwood.it

What’s your process to deal with damaged
or messed up orders?

Once you have got in touch with our customer service they are usually able to find a solution. Occasionally one of our team will ask you a few more detailed questions, just to make sure we’re fixing the right problem. If your package is damaged, you have to accept and write “goods unchecked” on the delivery note. In other situations we might decide to give you a coupon to place a new order yourself, for free. Ultimately, you will take delivery of a brand new, correct order.

What if there is a problem with my order
and you cannot fix it?

We would be very surprised to not be able to fix the problem – it doesn’t happen often. If we really cannot fix it though, we will refund the purchase.

What do I do if my order has not arrived?

Please remember that delivery time may vary. If your order has not arrived 48 hours after the estimated arrival date, get in touch (sometimes the postal service might take longer than expected).

Why can’t I track my order?

Orders listed as “traceable” at checkout, offer tracking. If your dispatch email does not contain a tracking number and a link, then your order isn’t traceable.

My order arrived but it is not all what I expected.
What can I do?
Please contact us asap at customerservice@playwood.it
Let us know the order number and what the problem is. If we can fix it, we will.
My order has arrived but something is missing.
Where are my missing connectors?

In some circumstances, we may have shipped items from your order separately. They will probably arrive in the next couple of days. If you are missing any other items, please contact us and we will get it sorted out as soon as possible.

If there is a problem with my order,
will I need to return it to PlayWood?

No. If we have the need to see it, we will promptly inform you.

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