For all enquiries, please contact our friendly Customer Service Team for advice on +971 (0) 4 577 6637 for UAE & outside UAE orders, alternatively you can email Support@playanddream.ae or whatsapp @ +971 56 777 2234 and we'll be happy to help.
HOW WILL COVID-19 AFFECT ORDERS?
• When will I receive my order?
Our current delivery timings are expected to run as follows;
- UAE orders are running as normal: 2-4 business days.
- Outside orders of all items: 12 - 15 business days.
Our team and our couriers are working hard to deliver your items as soon as possible with minimal disruption to you. Our dedicated customer service team will be in touch if there are any delays to your order.
• Are you still delivering during the COVID Lockdown hours?
All our deliveries will take place between 9:00AM and 6:00PM except on Fridays. Our team will call you to reschedule a time that is convenient for you.
• What products am I still able to purchase during the lockdown?
We have thousands of products available that will make life easier for you and your little ones.
Please note that depending on the product you purchase, this will affect your delivery time. All deliveries in UAE are running as normal with a delivery time of 2-4 business days.
• I am unable to track the shipments once it is stated as ‘Shipped’ on the website, when it will be delivered?
Depending on the country you ordered from, if you ordered from the UAE, it will take 2-4 business days.
• Are the items sanitized from your end?
Our employee and customer health is our number one priority. All of our Fulfillment Team are equipped with protective masks, gloves and sanitize continuously and our Fulfillment Centre has undergone a full sanitization of the premises.
Whilst we can’t guarantee sanitization of every individual item, you can rinse with soap and warm water or a sanitizing agent on arrival of your items, where appropriate.
• Are the couriers taking precautions with face masks and gloves?
Absolutely yes. All couriers will be wearing protective clothing when they deliver your order. We recommend paying with your debit/credit card when placing your order to minimize contact when receiving your items. We’re doing everything we can to make these difficult times just a little bit easier, we’ll make sure to keep you updated with any changes that may affect your orders.
ORDERS
• Cancel or amend order
You can cancel or amend your order within two hours of it being placed. After this period, your order is sent immediately to our warehouse for fulfillment and cannot be changed.
To amend or cancel your order, please contact our friendly Customer Service Team for assistance.
• Missing, incomplete, wrong or damaged orders
My order is missing items
If you ordered more than one item it’s likely the goodies you ordered will be delivered separately as they are sent from different warehouses. If the delivery time has exceeded 4 working days, or if there is missing or wrong items, please contact our friendly Customer Service Team within 7 days of receiving your delivery for advice.
You have delivered the wrong items
We’re so sorry! We try our absolute hardest to ensure this never happens and we’d like to make it up to you. Please contact our friendly Customer Service Team so we can make things right.
My item is damaged
We’re so sorry! We quality check every item to ensure it arrives to you in perfect condition, it sounds like one slipped through the net. Please contact our friendly Customer Service Team within 7 days of receiving your item so we can make things right.
• Out of stock items
We’re sorry your item was out of stock. If you have paid by credit/debit card, we’ll process your refund right away, this usually takes 48 hours and will be refunded direct to your card.
DELIVERY
• How do I track my order?
After you place your order, you would have received your Shipping email. This email contains all data regarding the schedule of your item delivery time and date we also quote your number within the email to make it nice and clear for you.
If you did not receive this email or you’re unable get the track of your order, we’ll be happy to assist you, please contact our friendly Customer Service Team and we’ll be happy to help.
• My order hasn’t arrived yet
All items are sent via our own company vehicle and driver or partner Courier Company, who will inform you when your parcel is out for delivery. Please allow 2-4 working days for your order to arrive. You can contact us through customer center or write us email to know exactly what stage your order is at and how long it will take to arrive.
• What are the shipping costs?
If you are based inside the UAE, and your order is over 150 AED shipping is FREE. There is a shipping of 10 AED for all orders under 150 AED which will be applied at checkout. Depending on your location, please allow 2-4 working days for your order to arrive.
PRODUCTS
• Are your products genuine?
Absolutely. All our products are 100% genuine and authentic and are covered by the manufacturing guarantee of the item, where applicable.
• How do I find out more information on a product?
If you’d like to know more information or details on a particular item and the product description left you wanting to know more, please contact our friendly Customer Service Team so we can tell you all the information you need.
RETURNS
• How can I return an item?
Firstly, all returns are completely FREE of charge - meaning you never have to worry about additional return costs.
If you’d like to return an item, notify us of your intent within 7 days of receiving your goods by emailing us at Support@playanddream.ae
• What if I receive an item with a manufacturing defect?
In the unlikely case this happens, we a new replacement of same product - just let us know. Please contact our friendly Customer Service Team so we make things right.
• What items are not eligible for return?
Please see below for a list of items we cannot accept returns on:
- Promotional & offer Items
- Discounted brand’s- Toys
• Can I exchange my items?
Unfortunately we don't offer an exchange service. We will simply issue you with a refund if you have paid with either a credit or debit card, or credit your account with store credit if you paid COD for your order. You can then reorder another product.
• How can I pay?
We like to make it as easy as possible for you, which is why we accept Visa and Mastercard, Visa Checkout l as well as cash on delivery options.
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YOUR ACCOUNT
• Why should I create an account?
Creating an account not only saves you time when you shop, but also makes purchasing your latest must-have so much simpler. We'll save your details in a secure place for a quick-click checkout, so you only need to enter your information once. Plus, in your account you can view your order history and create a wish list for anything and everything you like the look of.
• How to create an account
That’s easy, just see the top right hand side of our website and you’ll see clear text that says ‘Create Account’. All we need is your name and email address and you’re all set - easy peasy!
• How do I amend my account details?
If you’d like to amend/update any of your details, such as address, name or mobile number, just login to your Playandream.ae account and navigate to the ‘Address Book’ section, you can change all your details here.