Shipping & Returns
Your legal cancellation right for online orders
If you are a UK consumer and bought from us online, you usually have the right to cancel your order without giving a reason. You normally have [14 days] from the day after you receive your item to tell us that you want to cancel. You then have a further [14 days] to send the item back.
For an order delivered in multiple parcels, the cancellation period normally runs from the day after you receive the last item in that order.
To cancel, email [info@playfulaccessories.com] with your order number, name, email address and the item you want to return. You may also use the model cancellation form in our Terms & Conditions.
Our standard return process
We use a direct email returns process as standard. We do not use a returns portal unless we later add one to the website.
1. Email [info@playfulaccessories.com] within the applicable return period.
2. Include your order number, name, email address, item and reason for return.
3. Wait for our return instructions before sending anything back.
4. Pack the item securely, including all original packaging, tags, dust bags, hygiene seals, product cards and inserts.
5. Send the parcel to the return address we provide.
Please do not send returns to our registered office, studio, event address or stockist addresses unless we confirm that address is correct for your return.
Return condition
Returned items must be:
● unused, unworn and undamaged;
● returned with all original packaging, tags, dust bags, hygiene seals, product cards and inserts where supplied;
● free from perfume, make-up, hair product, smoke, food, marks, stains, pet hair or other contamination; and
● packed securely so they are protected in transit.
You may inspect an item in the way you would normally inspect it in a shop. We may reduce your refund if the item has been handled beyond what is necessary to inspect it, or if it is returned damaged, worn, contaminated, incomplete or without original packaging, tags or hygiene seals, where permitted by law.
Jewellery and hygiene-sensitive products
For hygiene and health-protection reasons, the following items cannot be returned once the hygiene seal or protective packaging has been opened, or once the item has been tried on, worn or used, unless the item is faulty, damaged on arrival or not as described:
● pierced earrings;
● earring posts, hooks, backs, drops, charms or components intended to go through, sit in or come into direct contact with a piercing;
● jewellery or accessory components intended for use in or through a piercing;
● hair clips, hair pins, hair ties, hair combs, headbands and other hair accessories; and
● any other sealed hygiene-sensitive item identified on the product page.
If hygiene-sensitive products are supplied in a sealed clear pouch or with a tamper-evident seal, please check the product visually before opening the seal. Opening the seal may mean the item can no longer be returned for change of mind.
Rings, necklaces, chains and non-pierced accessories may be returned if they meet the return condition requirements above and are not personalised, customised, made-to-order or otherwise excluded.
Items that cannot be returned unless faulty
Unless the item is faulty, damaged on arrival or not as described, we cannot accept returns of:
● personalised, engraved, customised, bespoke or made-to-order pieces;
● hygiene-sensitive products described above once unsealed, tried on, worn or used;
● gift cards;
● sale, archive or sample-sale items only where a legal exception applies, where a specific disclosed fault/condition limits a voluntary return right, or where the restriction was clearly stated and is legally supportable; or
● items not purchased directly from playfulaccessories.com
Return postage
Unless the item is faulty, damaged on arrival, not as described or we made an error, return postage is your responsibility.
We do not provide prepaid labels for standard change-of-mind returns. We recommend using a tracked service and keeping proof of postage. You are responsible for the item until it reaches us.
If an item is faulty, damaged on arrival, not as described or we made an error, we will provide a prepaid return label where available or reimburse reasonable return postage after we have reviewed the issue.
Refund timing
Once we receive and inspect your return, we will email you to confirm whether the return has been accepted. Approved refunds will be made to the original payment method.
We aim to inspect returns and submit approved refunds within [5 working days] after receiving the returned item.
For legal cancellation returns, we will refund no later than [14 days] after we receive the returned item or, where applicable, after you provide evidence that you have sent it back. Your bank or payment provider may take additional time to show the funds in your account.
Delivery charges on returns
Where you exercise a legal cancellation right, we will refund the standard outbound delivery charge where required by law. If you chose a more expensive delivery option, we may refund only the cost of standard delivery.
We do not refund delivery charges for rejected deliveries, failed collection, unpaid customs charges or returns outside your legal rights unless we choose to do so.
Exchanges
We do not offer direct exchanges as standard. If you want a different colour, size, style or piece, please return the eligible item for a refund and place a new order.
Faulty, damaged or incorrect items
If your item is faulty, damaged on arrival or not what you ordered, contact [info@playfulaccessories.com] as soon as possible with your order number and clear photos. We will review the issue and offer the remedy required by law, which may include repair, replacement, refund and/or return postage.
Stockist and pop-up purchases
If you bought your item from a stockist, marketplace, event organiser, pop-up partner or independent retailer, that seller's own sales and returns terms apply. We cannot refund a purchase made through a third-party seller unless we have expressly agreed otherwise.
Nothing in this page affects your statutory rights.