When will my order ship?


During periods of normal order volume, it can take up to 5 business days for production after orders are placed. Dispatches are made from Monday to Friday between 9:00 and 19:00.

Around public holidays, there may be additional delays. Please email us at merch@playstack.com with your order number if you believe your order has been delayed.


How long will it take to get my order?


It will depend on the chosen shipping method and destination. After the order is ready to ship, the usual delivery time is 5-15 days for UK and EU orders once your order is prepared. International timing will depend on shipping location and customs processing. If you haven’t received your order within 30 days of receiving a shipping confirmation, please inform merch@playstack.com with your order number and we will do our best to help you.


What happens if a parcel goes missing?


Our policy concerning missing items is that if a standard service is purchased, we cannot cover the cost of the missing item. If you purchased a tracked or courier option, we can arrange a refund/replacement as necessary.


If your order is tracked or courier and is lost in transit, we can re-ship it once or offer a refund for the cost of the merchandise. If it goes missing twice, we will not replace it as this indicates an issue with the address or the local postal service. The best way to prevent this is to ensure your address is correctly formatted, including all information such as apartment or street number, and to make sure that it is not delayed or waiting for payment in customs. 



For returns, contact us within 14 days after you receive your order at merch@playstack.com with your order number and reason for the return. Returns must be in good condition in the original packing and exchanges are dependent on stock levels. You are responsible for any return shipping costs.


If you receive a product that has been damaged during transit or has a defect, please contact us within 14 days of receiving your order with your order number and a photo of the issue so we can assist you.