Shipping policy

This Shipping Policy explains how delivery works when you order from Play & Pause at playpausetoys.com. If you have a question about an order, contact our support email and include your order number where available.

Where we deliver

We deliver to the destinations listed below, subject to the delivery services available for your items and address at checkout. If your destination is not supported, please contact us before placing an order.

Orders are dispatched from CHINA. The location of our business does not necessarily mean your order ships from that country. Any product-specific dispatch arrangements will be stated on the relevant product page before purchase.

Order processing

Our standard processing time is [PROCESSING_RANGE] working days after payment confirmation. Processing covers preparing and packing your order before handing it to the carrier.

Working days are Monday to Friday, excluding public holidays in the relevant dispatch or delivery country. Pre-orders or products with a different processing schedule will show that information on the product page before you order.

If we cannot meet the processing timeframe provided for your order, we will contact you with an update and explain the available options.

Delivery services, times and charges

The transit estimates below start after dispatch. To estimate the overall delivery time, add the processing period to the transit period, The applicable delivery charge and available delivery options are shown before you complete your purchase. Charges may depend on your destination, the items ordered and the selected service. Any remote-area restrictions or surcharges will be disclosed before purchase.

Free shipping: NO FREE_SHIPPING_RULE CURRENTLY 

These are estimated delivery windows unless a specific delivery date has been agreed. Estimates do not remove any delivery deadline we have agreed with you or your statutory rights. For UK consumer orders, we will deliver within 30 days of the contract being made unless a different delivery period has been agreed with you.

Tracking and separate parcels

For tracked delivery services, we will send tracking details to the email address used for the order once they are available. Tracking information may take time to appear after the carrier receives the parcel.

If your order needs to arrive in more than one parcel, we will let you know. Parcels may arrive on different days. We will not charge additional shipping solely because we split an order unless this was disclosed and agreed before purchase.

Customs, duties and import taxes

[IMPORT_CHARGES_STATEMENT]

International delivery may involve customs processing. If customs handling affects your order, we will assist you with the information reasonably available to us. This does not remove our obligations to you under applicable consumer law.

Address changes and unsuccessful delivery

Please check your delivery details before submitting your order. If you notice an error, contact our support email address promptly. We will try to update the address where possible, but changes may not be possible once an order is dispatched.

If a parcel is returned because of an incorrect address or an unsuccessful delivery attempt, we will contact you to discuss the next steps. Any proposed redelivery charge will be explained before you agree to it. Your cancellation and refund rights remain unaffected.

Delayed, missing or damaged orders

If your order has not arrived within the stated delivery window, or tracking says delivered but you have not received it, please contact us. We will investigate with the carrier and arrange an appropriate resolution, including a replacement or refund where required by law. You do not need to resolve the matter with the carrier alone.

If an item arrives damaged, incomplete or incorrect, please tell us as soon as reasonably possible. Photos of the item and packaging can help where available, but this request does not create a short reporting deadline that removes your statutory rights.

For UK consumer orders, delivery risk normally remains with us until you or someone you nominate takes physical possession. Different rules can apply if you independently appoint a carrier that we did not offer.

Cancellations and returns

Please see our Return & Refund Policy for cancellation instructions, the return address and applicable return arrangements.

For most UK online purchases, you may notify us that you wish to cancel within 14 days after receiving your goods and then have a further 14 days to return them, subject to applicable legal exceptions. Where the law requires a refund of standard outbound delivery charges, we will provide it. Return postage arrangements are explained in our Return & Refund Policy and disclosed before purchase.

Nothing in this Shipping Policy limits your rights relating to faulty, misdescribed, missing or late-delivered goods, or any other mandatory consumer rights.

Contact

Play & Pause

Email: acewang377@gmail.com

Business address: 49a Eyre Ln, Sheffield City Centre, Sheffield S1 4RB