CUSTOMER FAQs
ORDER
How do I check my order status?
It’s easy! Simply log into your account to view your order history and current order status.
Can I cancel or make changes to my order?
If you haven’t received an email that your order has shipped yet, you can always log into your account or contact us to cancel your order. Once we’ve fulfilled and shipped your order, we will be unable to cancel or make any changes.
Why was my order cancelled?
While it’s rare, it’s possible for items to become out of stock. If this does occur, we will notify you within 24-48 hours about the cancellation and issue you a refund. If your order contains additional items, these items will still be shipped to as normal.
What do I do if I received a defective order?
If you received a damaged or incorrect item, please contact us and we’ll assist you ASAP.
SHIPPING
When will my order ship?
All orders are shipped within 2 business days of your order date from our store in platform LA 8850 Washington Blvd Culver City, California 90232 . During sales and other high-traffic periods, it might take us longer.
How do I track my package after it has been shipped?
As soon as your order ships, you will receive a shipping confirmation with tracking information for your package. Please note, tracking information may take up to 48 hours to appear after your package has been scanned.
If you don’t receive an email, check your Spam or Updates folders and add info@weareplay.co to your safe sender list. You can also check your order status by logging into your account.
Do you offer Free Shipping?
As of now, We don't offer free shipping.
Does pLAy ship internationally?
As of now, We only do domestic.
RETURNS & EXCHANGES
I need to return something!
To process a return please
What’s your return policy?
Returns
In-store & Online purchases
pLAy gladly accepts returns of unworn, unwashed, undamaged or defective merchandise for store credit or exchange within 14 days of original purchase. Requests for return or exchange must be accompanied by the original receipt. All personalized, vintage, altered, or final sale items cannot be returned or exchanged.
Sale
Please note all sale items are final sale and cannot be returned or exchanged.
Online Returns
Returns can be sent to:
pLAy
Attn: Returns
8810 Washington Blvd
Suite 103
Culver City CA 90232
Why don’t you issue refunds?
We’re still a small team here at pLAy, so we do not currently offer refunds. We receive new items daily, so we hope you’ll find something to exchange your original items for.
If you have any questions about the fit of an item, please feel free to Contact Us before you make your purchase.
How long does it take to process my return?
Customers are responsible for any shipping cost back to pLAy. Once we receive your returned items in store, please allow 3-5 business days to process your return. You will receive an email confirmation once complete with a digital store credit. Store credit can be used for online or in store purchases.
I need to exchange an item.
Returns
In-store & Online purchases
pLAy gladly accepts returns of unworn, unwashed, undamaged or defective merchandise for store credit or exchange within 14 days of original purchase. Requests for return or exchange must be accompanied by the original receipt. All personalized, vintage, altered, or final sale items cannot be returned or exchanged.
Sale
Please note all sale items are final sale and cannot be returned or exchanged.
Online Returns
Returns can be sent to:
pLAy
Attn: Returns
8810 Washington Blvd
Suite 103
Culver City CA 90232
OTHER
I’d love to sell my brand at pLAy! How do I get into contact with your buyer?
No worries! Simply contact us during business hours and we’ll help you out.
I cannot find the answers to my question here, how do I reach Customer Service?
No worries! Simply contact us during business hours and we’ll help you out.
When is the next event?
You can see it to the EVENTS & WORKSHOPS.
Where is the store location?
We are located at at platform LA
8850 Washington Blvd
Culver City, California 90232.