Refund policy

✨ Hassle-Free Returns, Designed for Peace of Mind ✨

At PlayFaire, we understand that not every toy will be the perfect fit. Whether it’s a change of heart or a change of plan, we’ve made our returns process easy and flexible — because your peace of mind matters.

90-Day Returns Window

You have up to 90 days to return your item from the date of delivery. Simply ensure the product is unused, unopened, in its original packaging, and in resaleable condition.

Ways to Start a Return

You can start your return using any of the following methods:

Via Your PlayFaire Account
- Log into your account on the PlayFaire website.
- Go to Order History, select your order, and click “Request Return.”
Via Your Order Confirmation Email
- Open your original order confirmation email.
- Click “Edit Your Order”, then select “Request Return.”
- Ideal if you checked out as a guest.
By Email
- Contact our team at customercare@playfaire.co.uk with your order number, the item(s) you'd like to return, and your preferred return method.
By Live Chat
- Speak to our team directly through the chat icon on our website, and we’ll guide you through the process.

Return Options

Once your return is approved, you can choose one of two ways to send it back:

Option 1: DHL Collection — £5.95 Flat Rate

We offer a convenient doorstep collection via DHL, Monday to Friday, 9am–5pm.

A £5.95 return fee will be deducted from your refund.
We'll book the collection for a weekday when someone is available at your delivery address.

Option 2: Use Your Own Courier

You're welcome to return your item via your preferred courier service.

Please notify us first so we can issue a returns reference.
Return parcels must be securely packaged and sent to:
PlayFaire, Unit 3A, Adwalton Business Park, Drighlington, Wakefield Road, West Yorkshire, BD11 1DR

Packaging Your Return

To help your return arrive safely and eligible for a refund, we kindly ask that items are packaged securely — ideally in their original outer cardboard box or a sturdy alternative. Items returned in bags or soft packaging may be damaged in transit, which could affect your refund.

What Can’t Be Returned

Some items are non-returnable unless faulty:

Furniture or bedding items
Personalised, bespoke, or perishable goods
Items with hygiene or tamper seals that have been broken
Products sold as final sale
Goods damaged due to attempted repairs or improper use

Refunds & Exchanges

Once your return has been received and inspected, we’ll process your refund (minus the £5.95 return fee if you used our DHL service).
Refunds typically appear within 1–10 working days, depending on your bank.
Thinking of exchanging? Let us know — we're happy to help you find the perfect alternative.

Returns Not in Resaleable Condition

Items must be returned in a resaleable condition, with all original packaging intact.

If a returned item is found to be used, opened beyond reasonable inspection, or not in a resaleable condition, we reserve the right to reject the return.

In this instance:

The item can be returned back to you, subject to a re-delivery fee, or
We can hold the item while awaiting your instruction

If we do not receive a response within 14 days of notifying you, we reserve the right to dispose of the item.

Missing or Damaged Parcels

We take great care to ensure every order arrives safely, but if something has gone wrong in transit, we're here to help.
If your parcel arrives damaged, or if it hasn’t arrived within the expected delivery window, please notify us within 10 days of your delivery date so we can raise a claim with the courier.
Unfortunately, we’re unable to assist with claims made more than 10 days after the delivery date, as this exceeds our carrier’s reporting window.

Questions?

We’re always here to help — whether it’s via Live Chat, Email (customercare@playfaire.co.uk), or Phone (0113 481 0183).
Because at PlayFaire, we want every part of your experience — including returns — to feel just as thoughtful as the toys we offer.