NON-PERSONALISED ITEMS i.e. the item does not carry your name or initials or player number.
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 been provided with the item by, or via, your coach or club, please discuss the problem with the person who provided the item (they will follow-up with PlayerLayer)
If you have purchased the item via our web-site or Customer Services, just contact our Customer Services team, either by phone on 0115 9817363, or by sending an email to info@playerlayer.com; our team will advise you what to do next. Please note that returns can only be accepted following authorisation from Customer Services.
Here is some general guidance…
If you have bought a PlayerLayer item from us that has not been personalised with a name, number or initials, simply contact our Customer Services team, within 14 days of receipt for authorisation to return the item (or items) and a freepost address to use. This includes garments purchased which have been Customised with a School or Team Logo. Any garment that is returned to us must be in 100% saleable condition, in its original packing and with any tags or labels; if a garment is not in 100% 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 in question; we strongly recommend that you obtain a certificate of posting. Should the returned items not be received by us in 100% saleable condition we will advise you accordingly.
PERSONALISED ITEMS i.e. the item is embellished with your name or initials or player number.
What do I do if there’s a problem with my personalised PlayerLayer item?
Just contact our Customer Services team, either by phone on 0115 9817363, 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 Customer Services.
Here is some general guidance
If the personalised item appears to be faulty, or if the personalisation is not as per your order, 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 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% saleable condition, in its original packing and with any tags or labels; if a garment is not in 100% 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.
This does not affect your statutory rights.
Please use the below address for your authorised returns:]
(Your PL order number)
Customer Services Returns
15-17 Musters Road
West Bridgford
Nottingham
NG2 7PP