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Frequently Asked Questions

 

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PRODUCTS AND SIZING

 

Do you have a size chart?

Yes we do, you can see it HERE

 

 

I've found the product I want but it's not in stock, can I order?

No, sorry we cannot take orders for out of stock items, but if you contact the Customer Services Team they can take your details and let you know when the item is available to order.

Please e-mail the Customer Services Team on info@playerlayer.com or call 0115 9817363/ 01159 812152 and they will be happy to help.

 

 

I've noticed my school/club/university doesn't have a product I'm looking for, why not?

All of our schools and clubs let us know exactly which products they would like us to offer on their behalf. If an item is not on the school/club page, it means it has not been approved by the school/club and is not available with their customisation. However, we are happy to make requests for new products to be added to your school/club page.

Please e-mail the Customer Services Team on info@playerlayer.com or call 0115 9817363/ 01159 812152 and they will be happy to help.

 

 

I can't find my school/club/university on the PlayerLayer website.

Please click on the schools/club/university tabs on our home page and type in your full school/club/university name into the search box at the bottom of the page. If you are still unable to find your school/club/university please contact the Customer Services Team on info@playerlayer.com or call 0115 9817363/ 01159 812152 and they will be happy to help.

 

I want to buy PlayerLayer garments for my school or club, but they are not listed on your web-site?

Setting up an account with PlayerLayer is simple. Please get in touch with the Customer Services Team who will put you in touch with an Account Manager for your area. The Account Manager will discuss your team/school/university or club requirements with you. Please e-mail the Customer Services Team on info@playerlayer.com or call 0115 9817363/ 01159 812152 and they will be happy to help. 

 

Can you give me any more information on a product?

We try to give as much information as possible about all our products and three detailed shots of each garment are shown to give an idea of the locations of your team/school/university or club's logo(s).

If you do require any further information please get in touch with our Customer Services Team and they'll do their best to help you, e-mail on info@playerlayer.com or call 0115 9817363/ 01159 812152.

 

PlayerLayer Science

Our baselayers are made from a special performance fabric that regulates your body temperature in cold conditions whilst keeping you warm without weighing you down. The fabric has a moisture management wicking system helping draw moisture away from your skin so that you stay dry and comfortable.

 

Care of PlayerLayer Garments

To meet with British Standards, all garments have care labels sewn inside them detailing how they should be cared for.
 
Baselayers should be: 
  • washed at 30 degrees, not 60 degrees
  • washed inside out (to protect the transfers)
  • not tumble dried
  • not ironed

 

For what sports can I wear my PlayerLayers?

Our PlayerLayer baselayers are suitable for a wide range of sports and sporting activities including rugby, lacrosse, football, tennis, cricket, cycling, horse-riding, running, rowing, skiing and walking.

"I think your tops are fantastic and I have recommended them to all of my friends. We all ride horses and when we are working them we are warm but when we stop or cool them down, we can get really cold so it had been a challenge to find something that keeps us warm and dry. During the winter I have also worn my PlayerLayer under my jacket when out competing. They are also great for running in. A big PlayerLayer fan!!"

PlayerLayer Customer

 

 

MY ORDER

 

I'm trying to place my order but can only have it delivered to the school/university or club, why is this?

At PlayerLayer the majority of our accounts have an agreed free delivery service to their main address, so, unfortunately home delivery is not an option.

Deliveries to the main address of the account include a detailed distribution list enabling the order to be distributed with ease. If you do require any further information please get in touch with our Customer Services Team and they'll do their best to help you, e-mail on info@playerlayer.com or call 0115 9817363/ 01159 812152.

 

 

Can I track my order?

At present our website does not allow order tracking but if you need more information regarding your order, please get in touch with our Customer Services Team and they can track it on your behalf, e-mail on info@playerlayer.com or call 0115 9817363/ 01159 812152 and they will be happy to help. 

 

I haven't received my order confirmation?

Please get in touch with our Customer Services on e-mail on info@playerlayer.com or call 0115 9817363/ 01159 812152 and they will be happy to help. They'll make sure that your order has gone through and will send a new confirmation when it has.

 

 

I want to personalise my garments

Garments can be personalised for an additional charge of £3.25 (junior products) or £3.90 (adult products). Paying for this element allows you to have up to nine characters (including spaces) printed diagonally within the PlayerLayer shield of the reverse of the garment, just below the neck seam on tops and just below the waist band on shorts/leggings.  Unfortunately, the personalisation can not include any symbols e.g. &*()’.,><#~][!”- etc.

We recommend you personalise your garment so that it is unique to you/your child which will reduce the chance of it going missing at school! It also eliminates the need to sew in name tapes which in tight garments can irritate the skin.

Please note that when ordering 'personalised' school garments you will need to complete the central personalisation section (shown below), as well as your child's name, age and year group on the right hand side of the order (which is for distribution purposes only). The cost of your personalisation will be added onto your order total.

 

PlayerLayer Personalisation

 

Can I cancel my order?

Yes, if you contact us within 24hrs of placing your order online, we can cancel it on your behalf.

If you wish to cancel your order, please contact the Customer Services Team on info@playerlayer.com or call 0115 9817363/ 01159 812152 and they will be happy to help. 

 

Can I change or add items to my order?

Yes, if you contact us within 24hrs of placing your order online. Please contact the Customer Services Team on info@playerlayer.com or call 0115 9817363/ 01159 812152 and they will be happy to help. 

 

I've received the wrong items?

We're sorry and will get the right items to you as soon as possible. Please contact the Customer Service Team on info@playerlayer.com or call 0115 9817363/ 01159 812152 and they will be happy to help.

 

 

Part of my order is missing

If your order confirmation states an item should be in your parcel but isn't, please contact the Customer Service on info@playerlayer.com or call 0115 9817363/ 01159 812152 and they will be happy to help. 

 

PAYMENT

 

Which methods of payment can I use?

You can pay using the following methods when you place your order online:

  • Visa
  • MasterCard
  • Visa Electron
  • Maestro
  • American Express

There is also a wider variety of other payment methods available through our payment system WorldPay in Euros.

 

What is the MasterCard Secure Code/Verified by Visa screen that comes up when my payment is going through?

As an extra method of security for online transactions both MasterCard and Visa ask additional security questions. If you have set up this information on a previous online purchase, simply enter your password.

For more information you can visit one of the sites below:

Verified by Visa

http://www.visaeurope.com/en/cardholders/verified_by_visa.aspx

MasterCard Secure Code

http://www.mastercard.us/support/securecode.html

 

 

I have a discount/promotional code, how do I use it?

You can enter any discount/promotional codes you have when placing your order; your total will update on the following page.

If the code doesn't work, please check that you have entered the correct digits. For further assistance contact the Customer Services Team on info@playerlayer.com or call 0115 9817363/ 01159 812152 and they will be happy to help.

I do not have a discount/promotional code but am offered the chance to add one when ordering?

We only give discount/promotional codes for special reasons; if you do not have one please proceed with your order as normal.

 

 

I forgot to use my discount/promotional code?

Sorry, but if you didn't enter the code during checkout we cannot apply it after the order has been placed.

 

 

DELIVERY

 

How long will my order take?

If you have ordered a school item which is being sent to your school, the delivery date should be clearly stated on your order confirmation email. Delivery should be two weeks from the end of the current order window. For further assistance contact the Customer Services Team on info@playerlayer.com or call 0115 9817363/ 01159 812152 and they will be happy to help.

If you have requested your order to be delivered to a personal address, your delivery should take no more than 10 working days.

Please note that during our busy summer months (between May and September), when the majority of our schools are placing orders for the Autumn term, the delivery time is longer.  This is to ensure that you will receive your order in time for the begining of term.  Your school should have notified you of our summer deadline, if you don't have this information, please contact the Customer Services Team on info@playerlayer.com or call 0115 9817363/ 01159 812152 and they will be happy to help.

 

 

I have placed an order and I'm unsure of the delivery address?

Please check your order confirmation e-mail, as this highlights what you have ordered along with the delivery date and address. If you require further assistance please contact the Customer Services Team on info@playerlayer.com or call 0115 9817363/ 01159 812152 and they will be happy to help. 

 

Do I need to sign for delivery?

If your order is being delivered directly to a school then no, the school will sign for it and distribute the garments accordingly.

If your order is being delivered to your home address then the items will be sent by Yodel or UPS and will require a signature.

 

 

What is the standard delivery charge?

PlayerLayer has a standard delivery charge of £4.95 for 1 or more garments.

Items for schools or clubs, delivered to a central team/school address, incur no postage fee.

 

 

RETURNS

 

Can I return my order?

If you have bought a PlayerLayer item from us that has been personalised for you in some way (e.g. your school/uni/club crest or logo has been printed on to it, or you have personalised the garment with a name) then unfortunately we cannot exchange it unless it is a faulty garment.

If you have bought a PlayerLayer item from us that has not been personalised (e.g. no name or school/uni/club crest or logo) simply return the item or items to us in their original condition within 14 days of receipt. On receipt of your returned item, we will refund or replace your order.

 

 

How should I send my return?

 

What do I do if there’s a problem with my non-personalised PlayerLayer item?
 
If you have purchased the item from a retail outlet e.g. a school or university shop, please discuss your concerns with the shop, as with any other retail purchase.
 
If you have purchased the item via our web-site or via Customer Services, just contact our Customer Services Team, either by phone on 01159 812152 or 01159 817363, or by sending an email to info@playerlayer.com; our team will advise you what to do next.
 
Please note that returns will only be accepted following authorisation from our Customer Services Team. Here is some general guidance…
 
If you have bought a PlayerLayer item from us that has not been customised (e.g. there is no name or school/university/club crest or logo and you have not personalised the garment with a name) simply contact our Customer Services Team, within 14 days of receipt, so that they can issue authorisation for you to return the item(s) and provide you with a freepost returns envelope.
 
Any garment that is returned to us must be in 100% re-saleable condition, in its original packing and with any tags or labels; if a garment is not in 100% re-saleable condition then unfortunately we cannot accept it as a return. Upon receipt of your returned item, we will refund or replace your item(s) as agreed with Customer Services. If you have paid a delivery charge and we are giving a refund for the item(s), this charge will also be refunded to you. However, if you are returning part of an order, we are not obliged to refund any of the delivery charge. Where we provide a replacement we will not charge for delivery of the replacement.
 
Please note that we can only take action once we have received and checked the item(s) in question and we strongly recommend that if you sending garments you obtain a certificate of posting. Should the returned items not be received by us in 100% re-saleable condition we will advise you accordingly.
 
What do I do if there’s a problem with my personalised/customised PlayerLayer item?
 
If you have bought a PlayerLayer item from us that has been customised for you in some way (e.g. your school/university/club crest or logo has been printed on to it, or you have personalised the garment with a name) please see the options below…
 
If you have purchased the item from a retail outlet e.g. a school or university shop, please discuss your concerns with the shop, as with any other retail purchase.
 
If you have purchased the item via our web-site or via Customer Services, just contact our Customer Services Team, either by phone on 01159 812152 or 01159 817363, or by sending an email to info@playerlayer.com; our team will advise you what to do next.
 
Please note that returns will only be accepted following authorisation from our Customer Services Team. Here is some general guidance….
 
If the personalised item appears to be faulty, you will be asked to return the item to a Freepost address which our Customer Services Team will provide; if you need packing this will be sent to you, free of charge. Once we have received the item, it will be checked and you will be advised as to what will happen. Please note that we can only take action once we have seen the item in question; we strongly recommend that you obtain a certificate of posting.
 
Where the item is faulty we will either replace the item, or rectify the fault to make the item ‘as new’.
 
Where we offer to replace the item, our Customer Services Team will advise you as to when you will receive the replacement.
 
Where we opt to rectify the fault we will despatch the item back to you within 7 working days.
 
If there is something wrong with the fit of your personalised garment; there are two scenarios…
 
If we have not supplied the size as ordered you will be asked to return the item to a Freepost address which our Customer Services Team will provide; if you need packing this will be sent to you, free of charge. Once we have received the item, it will be checked and you will be advised as to what will happen. Please note that we can only take action once we have seen the item in question; we strongly recommend that you obtain a certificate of posting.
 
If we have supplied the size as ordered and the garment is not personalised; please discuss your concerns about the fit with our Customer Services Team, who will agree a course of action with you. As a goodwill gesture it may be possible to exchange the garment for an alternative size.   You will be responsible for returning the garment, including the postage cost. The garment that is returned to us must be in 100% re-saleable condition, in its original packing and with any tags or labels; if a garment is not in 100% re-saleable condition then unfortunately we cannot accept it as a return. Once we have received the item, it will be checked and you will be advised as to when a replacement will be despatched.
 
Please note that we can only take action once we have seen the item in question; we strongly recommend that you obtain a certificate of posting. Unfortunately, if the garment has been customised e.g. your school/university/club crest or logo or personalised with a name being added and the size is as ordered it is not possible for us to exchange it and you will need to order a new garment, as required.
 
None of the above affects your statutory rights. 
 
Please use the below address for your authorised returns:
 
(Your order number)
 
Customer Services Returns
 
PlayerLayer Ltd
 
15-17 Musters Road
 
West Bridgford
 
Nottingham
 
NG2 7PP
RBS Worldpay credit cards accepted