COVID-19 Delivery Information
Delivery may take up to 20 working days from purchase. More information

DELIVERY INFORMATION

COVID-19 UPDATE


  • Due to unexpected high demands as a result of COVID-19 and the demand on logistics countrywide, there will be a delay on all orders.
  • We are processing orders with safety measures in place and we apologise in advance for the delays you will experience. Deliveries may now take up to 20 working days.
  • Orders will be shipped from the UK mainland, with shipments running every Tuesday and Thursday. This may add further delay to your order.
  • 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 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.
  • Due to a high number of enquires at this time there are extended response times to customer service queries.
  • Please do not get in touch regarding your order status, especially if it has not been longer than the 20 working days outlined within this communication, our SMS and email service is designed to keep you up to date.
  • If you have experienced any issues after receiving your order or have any other enquiry we will get back to you as soon as possible.
  • Please note if your order arrives with any missing parts we will prioritise this enquiry and order.
  • Most deliveries are made up from multiple boxes. Before getting in touch regarding a missing box on your delivery, we kindly ask you wait three working days as boxes may have been separated at courier sorting centres due to the current high volumes they are receiving. Please use your tracking link where possible.
  • If for whatever reason you decide to cancel you order during this time please allow up to 20 working days for a refund.

Thank you for choosing Plum Play and for your support and patience during this time. We apologise for our service delays that are currently occurring and endeavor to provide you with the correct delivery information as quickly as possible.

Where possible we kindly ask you to follow the advice set out in our automated communications. We would like to reach out to each customer personally. However, we apologise that we cannot do this in our usual response time due to unprecedented high demand. Our automated communications have been set up to support enquiries where possible and will be sent out to let you know when items have been picked, dispatched, and delivered, or if further delays have occurred.

Please note we are a small family business, with a small team, and we are doing our best to get back to customer queries and work with our couriers to deliver our products as quickly as possible. We will remain open and will continue to adapt to the changing situation so your family can enjoy active play in the safety of your own garden. We sincerely apologise if we have previously communicated an incorrect delivery timeline, we have now adapted our operations to work effectively with safeguarding measures in place and to meet the high demand on logistics countrywide; therefore we are now communicating a 20 working day delivery time for all orders.

We apologise we cannot provide an exact delivery date for your order at this time and are doing all we can to communicate any changes to delays in an uncertain situation that is changing daily. We are very grateful for your order and support, thank you for understanding.



Covid-19 Delivery Information

Due to unprecedented demands on logistics countrywide as a result of COVID-19, we have made the following changes when shipping our products to Ireland to ensure all items are delivered with tracking, undamaged and to our communicated timeframes.

  • Due to extremely high volumes at the Dublin courier sorting hub, items are becoming lost or damaged in transit. To stop this from happening going forward, we will now palletise all orders which are over 30kg. The delivery cost of this will be €149.99.
  • To see if this delivery charge applies to your order, simply add your item to the basket and a delivery quote will be provided at the checkout.
  • The palletised delivery will provide you with full tracking and ensure all boxes are delivered together, eliminating the risk of damaged items or part delivery.

We are looking for future solutions, however this fee will be applicable until further notice. We apologise for any inconvenience caused and endeavour to restore a normal service level as quickly as possible.


Kind Regards,
The Plum Play Team



Consignment Criteria Charge
Light < 30.01kg €19.99
Standard 1 30.01kg - 50kg €149.99
Standard 2 50.01kg - 70Kg €149.99
Heavy 1 70.01kg - 90Kg €149.99
Heavy 2 90.01Kg - 125Kg €149.99
Extra Heavy 1 125.01Kg - 250Kg €149.99
Extra Heavy 2 250.01Kg + €149.99


Standard Delivery Terms - Currently not valid due to COVID-19

How long will my delivery take?

We aim to deliver most item within 4 working days.

Tracking information can be provided for most items; this will be sent to you by email along with your order confirmation.


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 post. 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.

 

Returns

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:


Returns Department

Plum Products

The Cliff

Middle Street

Ingham

Lincolnshire

LN1 2YQ

 

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.

Copyright © 2018 Plum Products Ltd. All rights reserved.