If you have any questions, comments or wishes regarding our products, the online boutique or our company, please let us know and send us an e-mail at shop.fplay@gmail.com. We take your reactions very seriously and are very happy to be of service any way we can.

Please do not hesitate as your input and questions give us the opportunity to grow and improve our Fplay service even more.

With love, Anna.

 

DISCREET

-We provide absolute discreet and respectful delivery on all our orders to safeguard your privacy.

-All orders are shipped, after luxury gift wrapping by hand, in a neutral box and DHL shipping bag.

- The name Fplay will not be mentioned on the parcel or Customs documents.

-When customs authority codes are required we will use common phrases such as novelty item to describe the content as much as possible.

-Payment receipts of Visa and Mastercard will not mention the name Fplay.

-Please note that international deliveries, even when shipped with express delivery, may be subject to opening and inspection by customs authorities, we cannot prevent that.

 

ON DEMAND DELIVERY

Once your order will be shipped you receive a notification of DHL EXPRESS ON DEMAND DELIVERY (DHL ODD)

ODD will email and/or SMS you about your shipment’s progress and estimated delivery date/time. When this doesn’t fit your schedule, this 100% free service enables you to choose the time and place of delivery. Giving you maximum flexibility and greater control over your delivery.

DHL SMS/Text Notifications

DHL sends delivery updates by text. Just add your mobile number at the checkout to receive these On Demand Delivery options.

 

RETURNS & EXCHANGE

At Fplay we work hard to satisfy your every need. Our curated assortment consists of beautiful, handmade and high quality products and we offer as much information as possible to help you make your choice when in need of something sassy and classy from our online store. However, we do understand that sometimes you might not be completely satisfied with your purchase.

Therefore, in some cases, you can return and/or exchange the product(s). The product has to be returned and received at Fplay within 30 days of your receipt, for a refund or exchange. At 30 days all sales are final.

Please do inform us first by sending an e-mail: shop.fplay@gmail.com, This is not mandatory, only a kind request.

And please do read the terms and conditions on returns below prior to purchase and return to avoid any misunderstandings.

 

TERMS AND CONDITIONS ON RETURNS / EXCHANGES:

-Please inform us prior to return: shop.fplay@gmail.com, This is not mandatory, but highly appreciated.

-Any goods returned must be clearly marked on customs declaration as “RETURNS” to prevent customs charges being incurred. If goods are returned from outside EU please mark the box 'returned goods' and ship with the option DDP (delivered duty paid). Return fees and all customs fees are for you.

-Returns/exchanges have to be send back with a trustworthy shipping company of your choice. All returns/exchanges must be received at Fplay within 30 days of your receipt, at 30 days all sales are final.

-Returns/exchanges must be send to Fplay in their original (new) state.

-For hygienic reasons you cannot return/exchange intimate products or products which can be used intimate.

-Custom and made to order products cannot be returned/exchanged.

-When the return/exchange package is damaged during shipment, Fplay cannot be hold responsible for this and will refuse the return/exchange.

-Fplay cannot be hold responsible if your return/exchange has gone missing with the postal company or courier of your choice on its return to Fplay. Please use a trustworthy service, if possible with a track and trace system and insurance for your own protection.

-Fplay does not pay for, nor does accept returns/exchanges with added customs fees and/or other fees for returning the product to Fplay. Ship your parcel back marked DDP ( Delivery Duty Paid) and mark the box as 'returned goods'.

-Fplay reserves the right to refuse any returns/exchanges if one or more of these terms and conditions are not met.

-Refund is paid within 14 days after receiving the return, through the same payment method that was used with your purchase, but only if all terms and conditions are met.

-Only the amount for the returned item is being refunded, any shipping fees paid for delivery to you, as stated on your Fplay invoice, are refunded only when the complete order is returned. Any paid custom or import fees are non- refundable.

-Exchanges are made as soon as possible, within 8 days of receiving the accepted return at the latest.

If you have any questions about these terms or on how to return your order, please contact us: shop.fplay@gmail.com 

 

DEFECT

If you have a defect product on arrival please let us know directly. The defect product has to be send back right away and we will first try to resolve the defect, or send a new product in exchange if the defect cannot be fixed. When both options are not possible, a refund will be given. Note: if there is no warranty, for example by using the product in a way it was not intended, no returns or refunds are possible.

If the defect occurs at a later time, the same applies as the above, however, we will not refund your shipping fee for returning the item to us.

Please ensure that any returns are sent via recorded or registered postal service only, as we cannot accept responsibility for any items lost in the post. Any returned goods must be clearly marked on customs declaration as “RETURNS” to prevent customs charges being incurred. Failure to do this will result in Fplay reserving the right to refuse the product, or re-charge all associated costs back to you. All costs of return are the responsibility of the sender, unless the product is proven faulty upon arrival – in which case we will readily refund the associated costs of postage. This can only apply if we are aware of the associated costs, so please inform us first.

If you have any questions on this matter, please let us know by sending an e-mail to shop.fplay@gmail.com

SHIPPING & HANDLING

All orders will be shipped with DHL Express delivery with tracking for just 20,00 USD. Orders above 250,00 USD will be shipped for free.

 

DELIVERY INFORMATION

-DHL Express Delivery is not possible at a Post-Office (P.O.) Box, but can be delivered on demand:

DHL Express ON DEMAND DELIVERY offers the following free delivery options:

- Deliver my Package on Another Day: Scheduled Delivery

- Deliver my Package to Another Address: Alternate Delivery to work or family

- Deliver my Package with Neighbor: Leave with Neighbor, Reception or Guard

- Deliver my Package at a DHL ServicePoint: Hold for Collection

- Request to hold my Package: Vacation hold and safekeeping up to 30 days

On Demand Delivery gives you full control and you never miss another delivery. Flexible, convenient and always at the right moment.

-Business days: Monday to Friday, not holidays.

-Customers are responsible for all import duties and taxes additional to shipping charges. We cannot inform you in advance if and how much those import duties and taxes are or how long this process will take.

-It is very important to state the shipping address in English and exactly as it is, with correct states, phone number and e-mail as these are required for DHL. Trying to correct an address when the shipment is already on its way is not always possible!

-Please make sure that all people involved in receiving the shipment at your shipping address are made aware of the arrival of the package.

If you have any questions on this matter, please let us know by sending an e-mail to shop.fplay@gmail.com

 

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