Refund policy
Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. For made-to-order items, return terms may vary, and we'll confirm this with you when you request a return.
To be eligible for a return, your item must be unused, undamaged, and in its original packaging with all labels attached. You'll also need your receipt or proof of purchase.
To start a return, contact us at contact@freeplaystudio.com with your order number. Please don't send items back before contacting us. Since we work with multiple manufacturers and warehouses, we'll confirm the correct return address for your specific item once your return is approved.
Free returns
We cover the cost of return shipping for approved returns. Once your return is approved, we'll send you the instructions and arrange the return for you.
A note on certain brands
Some of our brands handle returns through their own process. If your item falls into this category, we'll let you know when you contact us and guide you through the steps.
Damages and issues
Please inspect your order upon arrival and contact us immediately if an item is defective, damaged, or incorrect, so we can make it right. We'll cover all costs of resolving any error on our end.
Exceptions / non-returnable items
Personalized items, underwear, and socks cannot be returned. Gift cards cannot be returned.
Exchanges
The fastest way to get what you want is to return your original item and, once it's approved, place a new order separately.
European Union 14-day cooling-off period
If your order is shipped within the European Union, you have the right to cancel or return it within 14 days, for any reason, without justification. Your item must still be unused, undamaged, and in its original packaging with proof of purchase. Return shipping for cooling-off period cancellations is also covered by us.
Refunds
We'll notify you once we've received and inspected your return, and confirm whether the refund is approved. If approved, refunds are processed within 3 to 7 business days and issued to your original payment method. Please allow extra time for your bank to post it. If more than 10 business days have passed since approval, contact us at contact@freeplaystudio.com.