Koko chimpanzee from Steiff

Shipping Policy

Shipping costs are estimated according to product weight/dimensions & calculated at check-out when the final shipping address is added.

We ship from one of our two warehouses depending on item availability: Madrid, Spain, EU or Los Angeles, California, USA. In order for you to receive your goods in the best conditions and time delays, we work with different delivery companies:

Small / light parcels: Delivery by DPD, CORREOS, FEDEX, UPS or DHL. Items ship in 3 to 6 business days.

Big / heavy products: Delivery is custom (from Monday to Friday). Items ship in 1 to 6 weeks. On some items which are extraordinarily large or heavy, we may need to adjust the pricing for shipping. If such is the case on an order you placed, we will notify you with a custom quote before we process the order. If you have chosen to be contacted prior to delivery, the courier company will call you within 3 to 5 days to arrange for a delivery date and time.

All deliveries of big/bulky items are automatically kerbside deliveries. In order to ensure optimal conditions of transport, your items may arrive shrink-wrapped on a pallet. Our service doesn’t include the removal of packaging (including the pallet itself), assembly or setup of your item(s). Should you wish to be delivered to your flat or into you house, this is possible on request with extra delivery charges. In order to get a quote for this type of delivery, please contact our customer service: info@playoffside.com once your order has been placed, and we will notify you with a custom quote before we process the order.

International orders: We ship Delivery At Place (DAP) where the seller agrees to pay all costs and suffer any potential losses of moving goods sold to a specific location, and the buyer is responsible for paying import duties and any applicable taxes, including clearance and local taxes, once the shipment has arrived at the specified destination. Taxes and duties are generally billed to the recipient by the courier with payment due prior to delivery.

Returns

As a customer you have a legal right to reject product(s) in certain circumstances: damage, un-notified complete order, or simply because it does not match your expectations…  if so, you shall notify us (contact us at info@playoffside.com) within 90 days after reception of the goods and specify the intention and reason of this return. Once we have given you a return approval, you must return the item to us as soon as possible and within a maximum delay of 90 days.

Shipping costs for returned goods are the customer’s responsibility and will be refunded in case of damaged, faulty or incorrect supplied goods. Unfortunately, we cannot accept returns on sale items or gift cards.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

We assure you our total commitment to provide you with the best service.