Refund and Returns

We want you to love your new shoes from Playntra. If something isn't quite right, here's how our returns and refunds work.

RIGHT TO CANCEL

Whether you live in the United Kingdom or Germany, you have the right to cancel your order within 14 days of receiving it, without giving a reason. The cancellation period ends 14 days after the day you, or someone you name (other than the courier), receive the goods. If your order arrives in several parcels, the 14 days start from the day you receive the last parcel.

To cancel, simply email us at info@playntra.com with your order number and a clear statement that you would like to cancel your order. You can also use any other clear written statement. To meet the deadline, it's enough to send us your cancellation before the 14 days are up.

Once you've told us you want to cancel, please send the items back to us within 14 days.

RETURN CONDITIONS

To be accepted for a return, your shoes should be:

1. Unworn and in the same condition you received them. Trying them on indoors on a clean, soft surface to check the size and fit is absolutely fine.

2. Clean and undamaged, with no marks on the soles, no scuffs, creases from wear, stains or odours, and with all labels and tags still attached.

3. Returned in their original shoe box with all packaging, paper and accessories included. Please place the shoe box inside a separate outer box or bag when sending it back, and don't write on or tape directly onto the shoe box itself.

4. Sent with your order number or proof of purchase.

You may be responsible for any loss in value if the shoes have been handled or worn beyond what is needed to check their style, size and fit.

HOW TO START A RETURN

Please email us at info@playntra.com with your order number and the items you'd like to return. We'll reply with instructions on where to send your parcel. Please don't send items to our registered office address without contacting us first, as this can delay your refund.

We recommend using a tracked shipping service for your return, as we can't be responsible for parcels that go missing on their way back to us.

RETURN SHIPPING COSTS

You are responsible for the cost of sending your items back to us, unless the item you received was faulty, damaged or not what you ordered. In those cases, we will cover the return shipping costs.

REFUNDS

Once we've received and checked your returned items, we'll let you know whether your refund has been approved. Approved refunds are made to your original payment method within 14 days of us receiving the items back, or within 14 days of you showing us proof that you've sent them, whichever happens first.

As standard shipping is free on all our orders, there are no original delivery costs to refund. If you chose and paid for a faster delivery option, we'll refund the equivalent of our standard delivery cost only.

EXCHANGES

If you'd like a different size or style, the quickest way is to return your original pair for a refund and place a new order for the one you want. This also makes sure the size you need is still in stock.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your order arrives faulty, damaged or isn't what you ordered, please contact us as soon as possible at info@playntra.com with your order number and a photo of the item, and we'll put it right quickly. This does not affect your statutory rights. Customers in the United Kingdom are protected by the Consumer Rights Act 2015, and customers in Germany keep all rights given to them under German and EU consumer law.

LATE OR MISSING REFUNDS

If you haven't received your refund yet, please check with your bank or payment provider first, as processing times can vary. If you still haven't received it after that, contact us at info@playntra.com and we'll look into it for you.

If you have any questions about returns or refunds, we're happy to help:

Email: info@playntra.com

Phone: +44 7916 583742