Refund policy

Refund & Returns Policy

Eligibility

  • You have 14 days from the date you receive your item to request a return.

Conditions for Returns

  • Items must be returned in their original, unopened packaging (including packaging of items within Playful Journey packs).
  • For hygiene reasons, we cannot accept returns for items removed from their manufacturer packaging (e.g. boxes, plastic wrapping). Once opened, products are considered used and cannot be resold.

Non-Returnable Reasons

  • Returns due to change of mind are not accepted.
  • Variations in the appearance of Playful Journey packs compared to illustrative pictures on our website are not grounds for a refund. Each pack is handpicked, and natural variations may occur.
  • Refunds will not be issued if an item does not arrive in time for specific travel dates. Delivery times are estimates and may be affected by factors outside of our control.

Important: Please order well in advance of your trip to avoid disappointment.

Refunds May Be Issued For

  • Items lost in transit, after you have checked with your local sorting office and neighbours.
  • Items that arrive damaged or faulty. In such cases, we will first attempt to rectify the issue.

Exclusions

  • Outgoing shipping costs are non-refundable, unless the delay or loss is due to Royal Mail or courier service issues.
  • “Return to sender” items caused by non-collection or incorrect address details are not eligible for a refund. If the product is returned to us, you will be required to pay postage for redelivery.

Additional Information

  • If your parcel appears delayed, please first check with your local sorting office or neighbours.
  • Please ensure your delivery address is correct. We cannot be held responsible for delivery errors caused by incomplete or incorrect addresses.
  • If you wish to return an item, the cost of return postage is your responsibility, unless the error was made by Playful Journeys.

How to Request a Refund or Return

  1. Email us at playfuljourneyshq@gmail.com with your full name, order number, and a photo of the issue.
  2. If we cannot resolve the problem remotely, you will be asked to return the item. Please use tracked or recorded delivery, as untracked returns cannot be accepted or compensated if lost in transit.
  3. Include your order number inside the parcel so we can locate your order. Returns without an order number may not be processed.

Refund Processing

  • Once your return is received and approved, your refund will be issued to your original payment method within 3–5 business days.
  • Refunds will only be processed after following our returns process. Returns sent without prior written approval will not be accepted.