03/04/20 – COVID-19: Important Delivery Information
DELIVERY & Returns
Thank you for choosing Plum Play. Please read in full if you have ordered or are looking to order.
- Due to unexpected high demands as a result of COVID-19 and the demand on logistics countrywide, there will be a delay on orders
- We are processing orders as usual and we apologise in advance for the delays you will experience, deliveries may now take up to ten working days
- On items such as spare parts and accessories there are extended delivery delays of up to fourteen working days
- If you have recently ordered please note our phone lines have now been switched off as we have made the decision to protect our staff, who are now working from home, managing our email service
- Once your order is ready for dispatch we will provide you with a tracking number via email or SMS, using the contact details you supplied
- Further delays may have occurred since you ordered due to courier efficiencies, who are working to high demand with a reduced staff force
- Please do not get in touch regarding your order status, especially if it has not been longer than the ten working days, our SMS and email service is designed to keep you up to date
- If there are any issues once you receive your order, please get in touch via our online form
- If you have received an order with missing parts, please note we will prioritise these items
We apologise that we cannot provide an exact delivery date for your order and are doing all we can to communication any changes to delays in an uncertain situation that is changing daily. We are grateful for your order and support, thank you for understanding.
Standard Delivery Terms - Currently not valid due to COVID-19
Hooray! We’re now offering free next working day delivery on all orders worth £50 or above, to UK mainland addresses (excluding remote areas).
*Next day delivery is not guaranteed on complete playgrounds or playhouses as these require booking in prior to delivery.
Next day delivery is on orders placed before 12.00, Monday to Friday. Please note that orders placed between midday Friday and midnight Sunday will be fulfilled on the following Tuesday.
|All UK addresses||< £10||£3.95|
|UK Mainland||£10 - £49.99||£4.95|
|UK Mainland||£50 +||FREE|
|Remote Area 1||£10 - £149.99||£7.95|
|Remote Area 1||£150 - £699.99||£19.95|
|Remote Area 1||£700 +||£99.95|
|Remote Area 2||£10 - £99.99||£9.95|
|Remote Area 2||£100 - £149.99||£49.95|
|Remote Area 2||£150 - £699.99||£99.95|
|Remote Area 2||£700 +||£199.95|
Remote Area 1
Scottish Highlands - IV, PA20-PA78, PH17-PH50, KA27-KA28
Scilly Isles - TR21 to TR25
Isle of Wight - PO30 to PO41
Remote Area 2
Northern Ireland - BT
Isle of Man - IM
Channel Islands - GY and JE
Outer Hebrides - HS
Kirkwall - KW
Shetland Islands - ZE
How long will my delivery take?
We aim to deliver most item within 2 working days, next day if you place your order before midday.
Tracking information can be provided for most items; this will be sent to you by email along with your order confirmation.
Unfortunately we are unable to provide tracking information for orders sent by Royal Mail.
Do you deliver abroad?
We are able to ship selected products abroad, but we would usually expect you to cover the costs of delivery.
Unfortunately we are currently unable to ship products overseas when purchased via our website. To obtain a delivery quote, please contact us.
How will my item be delivered?
Smaller items will be delivered by Parcelforce. If you are not in, you will be carded for collection at your local post office.
Larger items are delivered by a tracked courier service, due to the size these items will be returned to the depot if you're not able to take delivery.
Our very largest products (complete playgrounds and playhouses) will be palletised and require booking in on a specific date for delivery. You will be contacted in advance to arrange the delivery; please ensure that you are able to receive the delivery on that day.
A small number of our spare parts are sent by Royal Mail. Unfortunately we are unable to provide tracking details for these items.
What should I look out for?
Many of our larger items are delivered in several parts, this is because of the sizes and weights of the products.
Your order may include parts such as:
Wood packs: These are the packs that make up the wooden parts to your toy. They are constructed and packaged very carefully so that no parts should fall out.
Hardware box: The hardware box contains the nuts, bolts and screws necessary to build your toy. It may also contain accessories such as swing seats and climbing ropes. On most items the hardware box also contains the all-important assembly instructions!
On some of our smaller play centres the hardware may be contained inside the wood pack.
Slide: If your toy has one, this will arrive as a separate component.
Where your item is expected to be delivered in parts, we will let you know on your delivery tracking exactly what to look out for. We don’t currently allow our couriers to make part deliveries, so all parts of your toy should be delivered at the same time.
There is a problem with my delivery. What should I do?
If you believe that something is missing or damaged from your delivery, please contact us as soon as possible.
Under the Consumer Contracts Regulations you have the legal right to cancel your order within 14 days of receipt of your goods (with the exception of any made to order items). You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty. However, you will need to notify us in writing if you wish to cancel your contract.
If you have received the goods before you cancel your contract then you must send the goods back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible.
Once you have notified us that you are cancelling your contract, any sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 30 days of your order provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we will be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
You will be re-credited for the costs incurred in returning faulty or unsatisfactory goods or we will, by agreement, arrange for the collection of these goods.
I would like to return my item. What should I do?
We hope that you are pleased with your purchase and that it inspires a lifetime of play! In the unlikely event you are not satisfied with your purchase, you may return the item to us by obtaining a Returns Authorisation Number (RAN). To do this, please contact us.
This must be requested within 14 days of receipt of the goods, and any returned goods must be received at our warehouse within 28 days of receipt. We regret that any returns received after this period will not be accepted.
How do I return my item?
To return an item to us by post, please wrap the item securely and return to:
Please ensure that the parcel is marked with your RAN number. We regret that any returns received without a RAN number will not be accepted.
Please note that we cannot accept responsibility for returned goods until they reach our warehouse; therefore we would advise you to return the item via recorded delivery to confirm receipt.
Alternatively, items can be collected by us however this will be chargeable, please contact our customer service team for a quote. If you would like us to collect your item, please specify when contacting us and we will contact you to arrange the collection. We are sorry but we are unable to collect assembled items.