Shipping and Return Policy
Shipping
As a general rule, packages are shipped within 72 hours upon receipt of payment via our courier service, with a tracking number and delivery without signature. If you prefer express shipping, an additional charge will apply. Please contact us to request this option.
Shipping costs include handling and packing fees as well as postage costs. Handling charges have a fixed price, while transport costs may vary depending on the total weight of the package. We advise you to group all your items in the same order as we cannot combine two separate orders and shipping costs will be applied to each individually. We are not responsible for any damages that may occur after your package has been shipped, but we do our best to protect all items and work with trusted carriers.
Orders shipped to countries outside the European Union may be subject to import VAT, customs duties, customs clearance fees or other charges imposed by the destination country. Unless expressly stated otherwise during the checkout process, these charges are not included in the product price or shipping cost and are the responsibility of the customer.
The boxes are large and your items are well protected.
Returns
Once you have received your order, you will have fourteen (14) calendar days to notify us of your decision to make a return. To do so, you can complete the online return request from the Order History section of your customer account or contact our Customer Care service. Once we receive your notification, we will provide you with the necessary instructions to make the return.
Once the return has been notified within the applicable period, you must send the products back to us without undue delay and, in any event, within fourteen (14) calendar days from the date on which you notify us of your decision.
To make a return, and without prejudice to your rights under applicable law, the following conditions must be taken into account:
the products must not have been used beyond what is necessary to establish their nature, characteristics and functioning, nor washed or damaged;
the identification tags should remain attached to the products whenever this is compatible with a reasonable inspection of the garment;
the products should be returned, as far as possible, in their original packaging;
products included in the same return should preferably be sent in a single shipment; and
the products must be sent within fourteen (14) calendar days from the date on which the return is notified.
The return must be sent to the address we indicate and, where applicable, you must attach the return authorization document. Once we receive the return, we will verify the products and, if everything is correct, you may choose to receive a store voucher for the corresponding amount or request a refund in accordance with the terms set out in our General Terms and Conditions of Sale. The store voucher may be used for purchases at THE PLAYA COMPANY online store www.theplayacompany.com and will be valid for one (1) year.
The direct costs of returning the products shall be borne by the customer, unless THE PLAYA COMPANY has expressly agreed to bear them or applicable law provides otherwise. Where the return is made using a courier service arranged by THE PLAYA COMPANY, the corresponding return cost may be deducted from the amount to be refunded or from the value of the store voucher.
Returns from countries outside the European Union: before shipping a return, you must contact THE PLAYA COMPANY to receive the necessary instructions for the correct customs handling of the shipment.
You are responsible for arranging the return shipment in accordance with these instructions and for ensuring that the parcel is correctly declared as returned goods / returned merchandise and that all customs documentation required for import into Spain is complete and accurate.
The return must not be sent using any service or shipping method that results in import duties, VAT, customs clearance fees, storage fees or other charges being charged to THE PLAYA COMPANY without THE PLAYA COMPANY's prior written authorization.
Any import duties, VAT, customs clearance fees, storage fees or other costs arising from incorrect customs handling or from a return service chosen by the customer shall be borne by the customer, within the limits permitted by applicable law. If THE PLAYA COMPANY is required to pay any such amounts in order to receive the returned goods, these amounts may be deducted from the refund or from the value of the store voucher where legally permitted.
THE PLAYA COMPANY may refuse delivery of a return where charges not previously authorized in writing are demanded or where insufficient or incorrect customs documentation prevents the goods from being correctly imported into Spain, without prejudice to any rights the consumer may have under applicable mandatory law.
We recommend using a courier service that allows you to track the shipment and keeping the tracking number and proof of shipment until the return has been completed.
This is a summary of our return conditions. For full details about returns, please review our General Terms and Conditions of Sale.
Exchanges
Exchanges are allowed in certain circumstances if you request an exchange within fourteen (14) calendar days from the date on which you received the products, by sending a message to our Customer Care service with the reference of the order and the product you wish to exchange. You may only request a change of size for products included in a specific order.
You must specify the order reference, product reference, first name, last name and desired size. You will then receive confirmation by email regarding the availability of the requested size. If you use a courier service arranged by THE PLAYA COMPANY, we will collect the garment and, once it reaches our warehouse and has been verified, we will send you the requested size. If the requested size is not available in stock, you will have to follow the return procedure.
The direct costs arising from the exchange shall be governed by the conditions set out in the General Terms and Conditions of Sale. For orders returned from countries outside the European Union, the customs instructions and conditions set out above shall also apply.
This is a summary of our exchange conditions. For full details about exchanges, please review our General Terms and Conditions of Sale.