FAQ

All our parcels come in discreet recycled packaging which has the words #feelplayful in script. See our discreet packaging here.

Our friendly customer service team would love to hear from you, so please do get in touch by completing our customer service contact form.

For anyone looking to work with Playful Promises as an influencer, affiliate or ambassador, please complete our contact form.

We aim to dispatch your goodies the same day if ordered before midday for international orders, and before 1pm for UK orders (during a sale this may go up to 2–3 working days).

To track your parcel, please click "View your order", then click through on the tracking number hyperlink.
Please note that tracking may not update for a few hours — if the tracking is not showing by the next working day, please let us know by contacting us via our customer service contact form.

We ship worldwide, however if you are based in the US or AUS we recommend you shop from the US or AUS site as we have localised delivery options.

Premier Delivery offer has now ceased, those who have already purchased premier delivery can still receive free standard shipping for the remainder of the 12 months since they first signed up, however new offers are no longer available.

We aim to dispatch your goodies the same day if ordered before midday for international orders, and before 1pm for UK orders (during a sale this may go up to 2–3 working days).

Ukraine

Delivery to Ukraine has been temporarily suspended until further notice, due to the unfolding events in the area. We are closely monitoring the situation and will do all we can to resume delivery into the country as soon as possible.

Russia

Due to recent developments, shipping carriers have halted their services to Russia. We have therefore temporarily suspended shipping to the country.

Playful Promises wants you to buy with confidence and wear with even more! We hope you are delighted with everything you buy from us. However, if you are not completely satisfied with your purchase we will refund your purchase, subject to our terms and conditions. For full details please view our return information page.

We do not currently offer exchanges.

If you wish to return the item(s) for any reason, the following terms and conditions apply:

1. Fill in the online portal with your order number and email address via the Returns Portal.

2. Post your return within 28 days of delivery.

3. All goods must be returned in their original condition and in their original packaging. Hosiery and toys cannot be returned if the packaging has been opened. For faulty or incorrect items, please email customer services before returning.

4. Be sure to try on briefs over your own lingerie as we will not accept any returns that are worn or soiled.

5. When purchasing products in our bra and free brief promotions. Should you wish to return the bra, the brief must be included to obtain your full refund.

Please allow approximately 14 days from the receipt of returns for the goods to be checked and refunds processed. We do not offer exchanges, please re-order the sizes required.

INTERNATIONAL RETURNS
Access the Global-E Returns Portal to print an easy-to-use label.

Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).

Please return or exchange your items within 28 days of delivery.

As our orders begin being processed within 15 minutes of being placed (in order to make sure orders are sent out asap) it's sometimes difficult for us to pull an order from the system. Make sure you tell us as soon as you can if you'd like to cancel an order, and we'll do our best to pull it from the warehouse system.

We're really sorry if you've received a faulty item. Please let us know by contacting us via our customer service contact form.

INTERNATIONAL RETURNS
Access the Global-E Returns Portal to print an easy-to-use label.

Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).

All sex toys can not be refunded where the packaging/box has been opened or the security seal removed or broken. If you have received a faulty toy, please get in touch with our customer service team and they will be able to help you.

Signing up to Playful Perks is super simple, all you need to do is make an account with us, which will instantly earn you 200 points!

You can earn points in a variety of ways, including making an account, signing up to our newsletter, following us on social media and for making a purchase. Every £1 spent on full price products earns you 5 points, discounted products do not earn points.

Head to our Playful Perks page and redeem the voucher of your choice. Vouchers should be activated when you earn enough points.

When you make a purchase, the points will take 28 days to show up on your account, this allows for time to return the order.

Your points last for 12 months so you have plenty of time to redeem them, and you should receive a reminder when your points are due to expire so you don't miss out!

100 points equate to £1/$1. If you earn 500 points you can cash them in for a £5 voucher! The more you spend the more points you accumulate.

No, you can only use one voucher per order, so please make sure you choose the highest voucher you can redeem.

The voucher code can simply be used at the checkout, just add it into the discount code box when you checkout to use your points!

We have three tiers — everyone starts as a Lingerie Lover, but once you spend over £250 in a year you become a Lingerie Devotee and can earn a free gift. Spend over £800 in a year and you become a Lingerie Aficionado, earning 2 free gifts!

Head to our Playful Perks page while signed in and you should see the gift option in the "Rewards" section of the page. Click view product and add it to your basket.

Normally we prefer to bring fresh styles every few months, which also helps with stock flow. Stock takes at least 3–4 months to be manufactured, and we need to order a certain amount of each item, so we cannot just easily whip up a size that is out of stock. If you see something you like, it's best to grab it in your size while you can!

Unfortunately we don't at the moment, we are just online. We do have stockists all over the world, though, which you can find on the stockist page. Want to see Playful Promises in your local boutique? Tell them about us!

For Wholesale Enquiries please get in touch and we will get back to you within 3 working days.

Yes we do! For Wholesale Enquiries please get in touch and we will get back to you within 3 working days.

As a small brand, each new bra is a significant investment, even if it's a size we already stock. The ethical manufacturing, fitting process and photographing of an item is heavy with up-front costs, even more so for a new size, which requires a whole new set of patterns and components. We also need to create a certain amount of each size, to keep the costs affordable and make enough of a profit to allow cashflow for the next round of stock.

However we are one of the only, if not the only, small UK brand that has expanded our size range 5 times in the past few years — a huge amount of new sizes and stock for a small company.

We take these risks because we listen to our customers and the support that we are given from you allows us to create more!

Please visit our sizing help page to find your perfect fit!