FAQs

Where is Playzeez based?

Playzeez headquarters are based in Garvagh, in the rural countryside of Northern Ireland.

How do I get in touch with Playzeez customer services?

To get in touch please email info@playzeez.com, our customer service team will get back to you as soon as possible. Response time will be longer if you contact at weekends or during public holidays.

What age group are Playzeez backpacks designed for?

Our bags are designed for kids between the age of 4 and 8. These are only guidelines, they can be used by people of all ages if you wish.

What testing is done on your products?

They have been tested to UK and European child safety standards and passed with flying colours. We test everything from chemicals, metals, component strength and material strength. The snack pocket has passed food standard tests. We make sure that our products are of the highest quality and safety to keep your child safe whilst using our product.

How do I clean my backpack?

Our backpacks are wipe clean only. Clean the outside fabric with a slightly wet cloth. For deeper strains we suggest cleaning the fabric with a sponge, cloth or soft brush using warm water and a neutral soap. Do not use any chemical cleaners to care for the product. Do not bleach. Do not soak the bag in water.

Do you do any other types of bags?

We are currently in development of several new styles of bag. These include a toddles bag, a lunch bag and a duffle bag. Sign up to our newsletter so that we can keep you informed of the launch of these items.

Can you make bespoke backpacks?

Currently we do not make bespoke bags. This may be in our future plans. If you have any suggestions on which animals you want to see added to the family, please send them our way. We are always looking to expand the Playzeez family range.

How can I pay for my order?

Currently we use WorldPay and PayPal for all our online orders.

How quickly will my order be processed?

All Standard orders received before 12:00pm GMT are processed within 2 business days of payment verification. There may be times when the processing time takes longer than usual, e.g. holiday rush or during sales. We don’t not post parcels at the weekends or during public holidays (Northern Ireland Public Holidays).

All orders received before 12:00pm GMT Monday-Friday with the Expedited Shipping option selected are processed the same business day as the payment method is verified. Orders placed after 12pm or weekends are processed the following business day.

As your business is important to us we try to process our orders as quickly as possible, therefore we try to send all our goods as quickly as possible.

Where should I send feedback on the website?

We do everything we can to ensure that your experience with us is as fantastic as possible. We welcome your comments, feedback, and ideas. Comments can be left underneath products but for feedback and ideas please send these to info@playzeez.com.

I’m having trouble placing an order. The site seems to be down. Whom should I contact?

For any technical difficulties you are experiencing with our website, please email us on info@playzeez.com we will respond as soon as we can to help rectify your problem (except holidays).

I clicked on a link to a page, but get a Page Not Found message. What is wrong?

Most likely, nothing is wrong. All website pages are subject to change, so the URL may be outdated, or the link may be incorrect. Changes happen more frequently with product pages, as we sell out of styles, update sales, and add new products. If you experience any problems please contact us at info@playzeez.com and we will endeavour to remedy the situation as soon as possible.

Can we buy certain products in bulk?

For bulk orders please contact our team to discuss further. Email: info@playzeez.com or Call: (+44) 028295 57317

Do you offer gift services?

We do not currently offer gift cards or vouchers. We aim to do so in the future and will keep you filled in as to when this will be launched.

My shipment arrived later than expected. Whom should I contact?

We sincerely apologize for any inconvenience this may have caused. We do everything we can to ensure you items get to you as soon as possible. Your satisfaction is important to us. Please contact us at info@playzeez.com for inquiries on your shipment.

My shipment is lost. What should I do?

Please contact us as soon as possible. We have provided you with a tracking number to make sure you know where your parcel is at all times. We will also initiate a thorough search for your package and inform you of its statue as soon as possible. If the package has been lost we will replace the items for you as soon as we possibly can.

My shipment arrived damaged. Whom should I contact?

If your order content was damaged in-transit please contact us at info@playzeez.com to report a damaged shipment. We would ask that you take a photo of the damaged package before removing it from the packaging along with a photo of the damage to the bag after removing it from the bag.

We apologize for any inconvenience this may have caused. We endeavour to deliver all items to you as safely as possible. If this does not happen, we will review your case and try to sort the problem out as quickly as possible.

My shipment was missing an item(s). Whom should I contact?

There could be two reasons for this. One is that your shipment may be split based on the availability of the products you ordered. If this is the case we would email you informing you that the order will be split.

The second reason may be down to human error whilst packing your items, we endeavour to make sure all our orders are checked fully before being shipped. We photograph all shipping items before they are posted to make sure a record is kept.

We apologize for any inconvenience this may have caused. We try to make sure that your experience with us is as easy as possible. Therefore if there is a problem with your order we will do everything we can to remedy the situation as soon as possible.

Can I get my order shipped to a different address?

Yes, we understand that many customers are at work during the day and may like to receive delivery there. You can have items sent to an address which differs from your personal address, as long as it remains within our delivery areas. Nonetheless please note that once your order is confirmed, it is not possible to change the delivery address anymore. Also we cannot be held responsible for parcels going missing to alternate delivery addresses.

Do you ship internationally?

We ship to Europe and Internationally to the US and Canada. If you fall outside these areas, please contact us and we will inform you if we can ship items to your location.

A friend received an email with an online voucher. How can I get vouchers?

You can sign up to receive emails by creating an account. Simply create an account for Playzeez to receive coupons and special offers available only to registered users.

I am not happy with my bag, what should I do?

Your satisfaction is of the utmost importance to us. If you are not satisfied with the product you receive you may return it at your own cost. You have the option of having it replaced with another item or to have a full refund. Please see our returns policy for more information.

I have lost my packing slip. Can I still return my purchase?

If the packing slip is lost, please print off your confirmation email with your order number on it. Return your item/s to:

Playzeez Returns Processing 48A Liscall Road, Garvagh,

Coleraine,

Co. Londonderry,

Northern Ireland.

BT51 5ER

For more information, please refer to our Returns Policy.

What do I do if I have a defective product?

At Playzeez we are committed to providing you with high quality products. Any product with a quality defect can be returned for a full refund or exchange. You may also contact us on info@playzeez.com to discuss the problem and to make arrangements to return the item to us via mail.

I’d like to receive Playzeez emails. How do I sign up?

You can sign up to receive emails by creating a Playzeez account. Simply create an account to receive vouchers, new product info and special offers available only to registered users.

How do I unsubscribe from promotional emails?

You can change your email preferences by selecting the Unsubscribe link at the bottom of any email you receive from Playzeez.

I forgot my username/password. How do I retrieve it?

You can have your password reset via an email link sent to the email address on file by selecting the Forgot Username or Forgot Password link on the sign in page.

Please contact our team at info@playzeez.com.