Returns & Refunds Policy

At PLAYROOM, every piece is thoughtfully designed, and most of our jewellery and accessories are individually handmade. We hope you love your purchase, but if something isn't right, please see our returns policy below.

Returns & Cancellations

You have 14 calendar days from receiving your order to notify us if you wish to cancel your purchase, where a statutory cancellation right applies.

To request a return, please contact us through our website, including your order number and the item you wish to return.

Once you have notified us of your cancellation, you have a further 14 calendar days to send the item back.

Please contact us before returning an item so we can provide the correct return address and instructions.

Return Conditions

For change-of-mind returns, we ask that items are returned:

• Unworn and unused.

• With their original packaging.

• Securely packaged to prevent damage during transit.

As many PLAYROOM pieces are delicate and individually handmade, please take particular care when packaging returns.

We reserve the right to make a lawful deduction from the refund if an item has diminished in value due to handling beyond what is necessary to establish its nature, characteristics and functioning.

Handmade & One-of-a-Kind Jewellery

Most PLAYROOM pieces are individually handmade, and small variations in shape, colour, texture and finish are part of their unique character.

These natural variations do not necessarily constitute defects, provided the item matches its description and is of satisfactory quality.

Ready-made handmade and one-of-a-kind pieces remain eligible for cancellation where required by law.

Bespoke & Personalised Orders

Items made to your individual specifications or clearly personalised for you are not eligible for change-of-mind cancellation where the applicable law provides an exemption.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Earrings

Earrings are subject to the same applicable return conditions as our other jewellery.

For change-of-mind returns, please handle and try on earrings with care. Where handling beyond what is necessary to inspect the item has diminished its value, a deduction from the refund may be made as permitted by law.

This does not affect your statutory consumer rights.

Return Shipping Costs

Customers are responsible for return postage costs when returning an item because they have changed their mind.

We strongly recommend using a tracked and adequately insured postal service.

Where an item is faulty, damaged or incorrectly supplied, we will cover reasonable return postage costs where legally required.

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival.

If your item arrives damaged, defective or incorrect, please contact us within 3 days of delivery wherever possible, including your order number and photographs of the issue.

We will review the matter and arrange an appropriate remedy.

The 3-day notification request does not limit your statutory consumer rights, including your rights if a fault becomes apparent later.

Refunds

For a valid statutory cancellation, refunds will be issued within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

Refunds will be made to your original payment method.

Where required by law, we will also refund the original standard delivery charge. Any additional amount paid for an enhanced delivery service is not refundable under the standard cancellation rules.

For international orders, refunds of import duties or taxes paid directly to customs authorities or delivery providers may need to be requested from the relevant authority or provider.

International Returns

International customers should contact us before returning an item so we can provide the correct instructions.

Customers are responsible for change-of-mind return postage costs, subject to applicable consumer law.

Please clearly identify the parcel as returned merchandise on any customs documentation, where appropriate, to help avoid unnecessary import charges.

International customers may have additional mandatory consumer rights under the laws applicable to their purchase. Nothing in this policy limits those rights.

Contact

For returns, refunds or questions about your order, please contact us through the contact page on our website, quoting your order number.

This policy does not affect your statutory consumer rights.