PROCESSING AND DISPATCHING TIMES 

We will usually process and post your order within 2 to 14 working days of your payment clearing depending on the items. If we expect it to take longer, we will inform you via an email.

Larger orders or custom orders may take longer. 

SHIPPING DETAILS

Items are shipped in cardboard boxes or bubble-envelopes. Please remember many of our packages will not fit through letter boxes.

Most parcels are sent using Royal Mail 2nd Class or Hermes UK. Proof of postage is obtained but tracking is not available with all postal services.

*Please note shipping time may vary depending on your location and customs processing. During high season and sale, delivery might take longer.

Orders are sent by Royal Mail 2nd Class usually takes 2-3 business days for delivery.

There is a standard charge of £4 (unless stated in the product description). Heavier items may incur additional postage costs. The product listing will state whether an item may incur additional costs.

Postage rates are beyond our control and if you have any questions about the shipping cost of your order please contact us. 

ALTERNATIVE SHIPPING

If you wish to arrange courier or expedited shipping, Royal Mail 1st or Signed and Tracked Service please send us a message. We will give you an accurate quote for the cost.

BREAKAGES DURING DELIVERY

It is the customer’s responsibility to check goods on arrival to ensure no breakages have occurred in transit. Any breakages must be reported immediately - the same or next working day after arrival. For more details about the return of a damaged parcel check Returns and Refunds. 

FAULTY AND DAMAGED GOODS

Products are checked thoroughly before being carefully wrapped and dispatched. Rainbow Playsets cannot be held responsible for breakages that occur as a result of a product being played with.  Manufacturing faults will be referred to the manufacturer and returns on this basis are at the manufacturer’s advice only.

Please contact us for more information.

LOST DELIVERY

If you haven’t received your order within the stated timelines, please let us know about it. We will send an investigation request to the shipping courier. The investigation time can take 4 - 8 weeks. As soon as we receive any information, we will contact you. Once compensation is obtained from the courier, Rainbow Playset will offer replacement or refund of your order. 

UNDELIVERED PARCELS 

Any undelivered/collected parcels returned to us will incur a charge for postage and packaging. A refund (minus postage and packaging costs) will be issued to the customer.

WRONG ADDRESS

We only ship to the address provided. It is the customer’s responsibility to provide correct and up to date shipping information. You can change the shipping address after purchase if your order has not been shipped. Please provide us with the correct address as soon as possible. If the item was shipped to the wrong address, it’s still possible to have your package delivered to another address. Please kindly check your local post services. If the order is returned to us, we will refund a full cost of your order excluding shipping costs. 

RETURNS AND EXCHANGE DETAILS  

RETURNS

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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.

Please contact us before returning a package.

To complete your return, we require a receipt or proof of purchase.

To be eligible for a return, your item must be not damaged and unused and in the same condition that you received it. All items must be in their original packaging and in brand new condition (i.e. suitable to be resold). 

Shipping

To return your product, you should mail your product to the address it came from. Items must be sent via Royal Mail with tracking service. We don’t guarantee that we will receive your returned item. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Please make sure items returned to us are adequately packed to ensure they are not damaged in transit. We are unable to issue a refund if the items are damaged in transit because they have not been well packed.

Refunds (if applicable):

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. We reserve the right to refuse return if an item is not in its original condition or the item is showing signs of use.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. The cost of packaging and shipping will be deducted from your refund.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at rplaysets@gmail.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

OUT OF STOCK

The stock is regularly updated and sold items are delisted, however in rare occurrences where a sold out item has not been described as sold out before you placed an order, we will contact you immediately. We may fulfil your order outside the usual timescale, offer you a substitute item or offer you a refund.