Where we ship

We ship to Belgium and to all EU member states. We are currently unable to ship outside the European Union.

Order processing time

All orders are prepared and dispatched within 3–5 business days. Business days are Monday to Friday, excluding public holidays. Orders placed after 12:00 are processed from the next business day.

If an item you ordered is temporarily out of stock or awaiting a delivery from our supplier, we will email you with an updated dispatch date. You can then choose to wait for the item or cancel your order for a full refund.

Delivery times

Delivery times below apply after your order has been dispatched and are estimates provided by our carriers, not guarantees.

Delivery may take longer during peak periods, public holidays, or in the event of carrier delays or adverse weather.

Shipping costs

Shipping costs are calculated at checkout based on your delivery address and the weight of your order. You will always see the exact amount before completing your purchase.

Standard shipping is free on all orders over €45.

All prices shown on our store include VAT. As we ship within the EU only, no customs duties or import charges apply.

Tracking your order

As soon as your parcel is handed over to the carrier, you will receive an email containing a tracking number and a link to follow your shipment. Please allow up to 24 hours for the tracking information to become active.

Split shipments

If your order contains items with different availability, we may ship them separately so that the available items reach you sooner. You will never be charged extra for a split shipment, and you will receive separate tracking details for each parcel.

Incorrect or incomplete addresses

Please check your delivery address carefully before completing your order. If a parcel is returned to us because the address was incorrect or incomplete, we will contact you to arrange redelivery. The cost of redelivery is payable by the customer.

If you notice a mistake in your address, contact us at hello@playtessori.com as soon as possible. We can usually correct it if your order has not yet been dispatched.

Lost or delayed parcels

If your order has not arrived within 10 business days of the estimated delivery date, please contact us at hello@playtessori.com with your order number. We will open an investigation with the carrier and keep you updated. Depending on the outcome, we will either resend your order or issue a full refund.

Damaged parcels

If your parcel arrives visibly damaged, please contact us at hello@playtessori.com as soon as you can, ideally within 48 hours of delivery, and keep the packaging and all contents. Photographs of the outer packaging and the damaged items help us resolve the claim with the carrier quickly. Contacting us later does not affect your statutory rights.

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Refund and Return Policy

Your right to withdraw (14 days)

As a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party indicated by you, takes physical possession of the goods. Where your order is delivered in several parcels, the period runs from the day you receive the last item.

To exercise your right of withdrawal, inform us of your decision by a clear statement before the 14-day period expires. Send an email to hello@playtessori.com quoting your order number, or use the model withdrawal form available on request. You may also simply reply to your order confirmation email.

Returning your items

After notifying us, you have a further 14 days to send the goods back. The return is considered timely if you dispatch the goods before that period expires.

You are responsible for the direct cost of returning the goods. We recommend using a tracked service and keeping your proof of postage, as the risk of loss or damage in transit remains with you until we receive the parcel.

Please do not send items back without contacting us first — unannounced returns are difficult to match to an order and slow down your refund.

Condition of returned goods

You may handle and inspect the goods as you would in a physical shop, to establish their nature, characteristics and functioning. If the goods show a loss in value caused by handling that goes beyond this, we may deduct a corresponding amount from your refund.

Wherever possible, please return items complete, with all accessories and parts, and in their original packaging.

Refunds

We will refund you within 14 days of receiving the returned goods, or from the day you provide proof that you have sent them back, whichever is earlier.

Refunds are issued to the same payment method you used for the original purchase, at no cost to you. Your refund includes the original standard delivery cost. If you selected a more expensive delivery option than our cheapest standard service, we will refund the standard rate only.

Exceptions

The right of withdrawal does not apply to:

• goods made to your specifications or clearly personalised
• sealed goods that are not suitable for return for reasons of health protection or hygiene, if they have been unsealed after delivery
• gift cards

Faulty, damaged, or incorrect items

This section is separate from the 14-day withdrawal right above and applies for much longer.

Under Belgian law, you benefit from a statutory guarantee of two years on goods that do not conform to the contract. If an item arrives faulty, damaged, or is not what you ordered, contact us at hello@playtessori.com with your order number and photographs of the problem.

Where a defect is covered by the statutory guarantee, we cover the cost of return shipping, and you are entitled to have the item repaired or replaced free of charge, or to a price reduction or refund where repair or replacement is not possible.

Exchanges

We do not process direct exchanges. If you would like a different item, please return the original for a refund and place a new order. This is the fastest way to get the item you want, as it avoids waiting for the return to arrive before the replacement is dispatched.

Cancelling before dispatch

If your order has not yet been dispatched, you can cancel it at any time by emailing hello@playtessori.com with your order number. We will refund you in full, including the delivery cost.

Complaints and dispute resolution

We would always prefer to resolve any problem with you directly, so please contact us first at hello@playtessori.com. We aim to respond to all enquiries within two business days.

If we cannot reach an agreement, you may contact the Belgian Consumer Mediation Service (Consumentenombudsdienst / Service de Médiation pour le Consommateur), or the European Consumer Centre Belgium for cross-border disputes.

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Our details

PLAYTESSORI Belgium

Email: hello@playtessori.com Company registration number (KBO/BCE): BE 1002.041.474