Refund Policy

Shipping Policy

Refund policy

We at Plaay guarantee that all our products undergo a rigorous quality control process in order to provide services which are maintained at the highest standards.

Due to the fact that our products are perishable in nature, we have a No Return, No Refund Policy. However, you may request for a refund or return the product to us under the following conditions:

- The items have been damaged during the delivery; and

- Incorrect products were delivered.

We always make sure that all orders are delivered in perfect condition. Please inspect your order upon receiving it, and in the event that you have a complaint or any concerns about the products you received, please email our customer support team at hello@shopplaay.com. All claims for returns, refunds, and cancellations must have proper supporting documents (description and photograph/s) and must be made within 48 hours post receiving the order. We will notify you once your request is approved. Replacements and refunds will be done within 1-2 business days. Plaay reserves the right to limit / restrict replacements and refunds.


Should you have any other concerns, you can always reach out to our customer support team at +971-56-996-9522 or through email at hello@shopplaay.com (Monday-Saturday 9:00 AM to 5:00 PM, excluding public holidays).  

Shipping Policy

- There are no deliveries on Sundays and public holidays. Please note that orders placed during Eid al-Adha will be delivered by Wednesday - Thursday.

- Free shipping all across Dubai

- Same-day delivery for orders placed before 12:00 PM

- Next-day delivery for orders placed after 12:00 PM

Please note that we are not responsible for failed deliveries under the following circumstances:

- The customer is not available on the preferred delivery date and time;

- The customer ordered the wrong items; and 

- The provided delivery address is incorrect.

How can I make changes to my order? 

We always make sure to process and deliver your order on your preferred address, date, and time. Once an order has been placed, it cannot be changed. However, if your order has not been processed yet and you reach out to our customer support team at once to request some amendments, we will assist you in modifying it according to your preference. 

What should I do if I want to reschedule the delivery?

Please contact our customer support team for any rescheduling requests. Note that orders rescheduled within an hour post placing it will be free of charge. On the other hand, if you request to reschedule the delivery after the first delivery attempt, an additional fee may apply based on the courier. 

How will I know if Plaay has received my order?

Once you place an order through our website, you will receive an order confirmation email containing your order reference number and other important details.

I received the wrong items. What should I do? 

We sincerely apologize if you may have received the wrong items. Please reach out to our customer support team and we will do the necessary actions at once.

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