• If your parcel hasn't arrived within the estimated time, email hello@playwood.store with your order number and we'll chase the carrier.
• If the carrier loses it, we send a replacement or refund you in full.
• If it arrives damaged, email us photos (ideally within 48 hours) and we'll send a replacement.
• If your kit hasn't arrived within 30 days of ordering and we can't deliver within a reasonable extra period, you can cancel for a full refund.

This policy explains how and when your kit reaches you. It's part of our Terms & Conditions (section 5).

Last updated: 27 October 2026.

Every kit is cut to order in our Barcelona studio and dispatched within 3 working days of your order confirmation. Working days are Monday to Friday, excluding public holidays in Barcelona.

Delivery times are counted from dispatch. They're carrier estimates, not guarantees. At checkout we show one overall estimate for Spain, 5–7 working days from your order, which covers the time to make your kit plus delivery.

• Mainland Spain: 1–3 working days
• Balearic Islands: 2–5 working days
• Canary Islands, Ceuta and Melilla: 4–10 working days
• European Union: 3–7 working days
• Rest of the world: 7–15 working days

Shipping is shown at checkout before you pay. Orders over €75 ship free.

• Spain (mainland and Balearic Islands): €5.90
• Canary Islands, Ceuta and Melilla: €9.90
• European Union: €9.90
• Rest of the world: €14.90

Pickup is free. Choose "Store Pickup" at checkout and collect your kit from our studio at Carrer de Sabadell 32, Sant Cugat del Vallès (Barcelona). Kits are cut to order and are usually ready in 2–3 working days. Please wait for our "ready for pickup" email before coming by; it tells you when you can collect. Bring your order number or show us the confirmation email on your phone. If someone else is collecting for you, just forward them the email. If you can't make it, email hello@playwood.store and we'll find another time.

We email you a tracking link when your parcel leaves the studio. For pickup orders we email you when your kit is ready instead.

Parcels going outside the EU, or to the Canary Islands, Ceuta or Melilla, may be charged import duties, local taxes (such as IGIC or IPSI) and customs handling fees. These are set by the destination and paid by you on delivery. We can't predict them, so check with your local customs office if you're unsure.

Please check your delivery address at checkout. If a parcel comes back to us because the address was wrong or it wasn't collected, we'll send it again once you've paid the new shipping cost.