::PlayerLayer::

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We are now in the final stages of moving to a new warehouse to make the PlayerLayer online experience even better.

You can still order as normal and the delivery period will be on or before the 15th August. If you have any queries please email Customer Services.

Customer Service

We pride ourselves on our attention to detail and excellent customer service. However, occasionally we do make mistakes, so if you have a problem or a question, please contact our Customer Services team based in our UK head office. They will be able to resolve your query, email them via our customer service form or telephone 01159817363. At busy times if you can’t get through straight away then please leave a message and someone will get back to you as soon as they can. The offices are manned Monday to Friday 09:00am to 17:30pm. Please note we are closed weekends and Bank Holidays but you can always leave a message or email or click below to contact the team.

‘…Thanks for going the extra mile to ensure the delivery is received today.’ PlayerLayer Customer

‘Thank you so much for sorting out everything. Everything fits perfectly.’ PlayerLayer Customer

‘Our University appointed PlayerLayer as the exclusive supplier of sports kit for 2014 onwards. Previously we had a mixture of other brands, the service was poor as was the look. I have to say PlayerLayer have been outstanding, both in the look of the range we have and the service I have received. Thank you PL!’ PlayerLayer Customer

How do I find my school/university/club?

Click ‘TEAMS, UNIS, SCHOOLS’ on the home page and begin to type the name into the 'SEARCH FOR TEAMS AND SCHOOLS’ box. As you type your school/university/team/business will appear in the drop down list, please click on the relevant one to order from your page. If you are still unable to find your school/club/university/business please contact the Customer Services Team on info@playerlayer.com or call 0115 9817363 and they will be happy to help.

Can I personalise my garment?

Baselayer garments plus selected team wear items and bags can be personalised with your name and initials using the PlayerLayer font.

Personalising my Baselayer garments

Baselayer garments can be personalised for an additional charge of £5.00. Select the product you wish to purchase, select the size you require and enter 2 initials in the first box, followed by a name in the second box (limited to 20 letters/numbers). Paying for this element allows you to personalise your baselayer just below the neck seam on the reverse of tops and just below the waistband on shorts/leggings. A high quality vinyl transfer is heat sealed onto the garment, the baselayer personalisation process will not add any time to the delivery date and can still be delivered within 5-10 working days. Although every effort is made to exceed delivery dates given.

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

Please note: character limits apply for all personalisation requests and it is not possible to use symbols. For baselayer garments you can have 2 initials in the shield (default letters PL) and any name below the shield.

It is not possible to personalise your item once it has been shipped.

Can I personalise other garments?

We do personalise other items including bags and Midlayers but this is specific to some of our accounts only. These are usually embroidered onto the garment or accessory.

Do I have to personalise my item and how much does it cost?

Personalisation is in the main optional. However, some schools stipulate that personalisation is compulsory. If you are unsure, please check with the school’s PE department. It costs £5.00 for each base layer garment. For other team wear and accessories the personalisation cost is incorporated into the price of the garment and there is no additional fee to pay.

What payment methods can I use?

You can pay using the following methods when you place your order online,
Allowed payment methods

What is the standard delivery charge?

PlayerLayer has a standard delivery charge of £4.95 for one or more garments. Postage is free on orders over £100.

When will payment be taken from my credit or debit card?

Payment of online orders will be taken at the time you place the order.

How do I set up an account online?

When placing an order on line, please tick ‘create account for later use’ at the payment page and enter a password of 6 or more characters. This will safely store your billing/shipping and payment details for future use.

Can I use a discount code?

Add your garments to your bag and enter any discount/promotional codes you have into the ‘Offer Code’ section and click Apply and your total will be reduced accordingly.

The item I need is out of stock

You will not be able to place an order for out of stock items, however, you can click on the product you want to purchase and you can register your interest. You will then be emailed when that product, in the size you require, becomes available again. Please register and enter your email address when prompted.

If you want to order several items but one of them is out of stock, we may be able to offer free postage on your second order once the item becomes available again.

Please e-mail the Customer Services Team on info@playerlayer.com or call 0115 9817363 and they will be happy to help if you require any assistance.

I want to order an item that’s not on the web-site

All of our accounts let us know exactly which products they would like us to offer on their behalf. If an item is not on the account page, it means it has not yet approved by the account and is not available with their customisation. However, we are happy to make requests for new products should you want to purchase a customised version.

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

Why haven’t I received an order confirmation?

Please get in touch with our Customer Services via e-mail on info@playerlayer.com or call 0115 9817363 and they will be happy to check your email address is spelt correctly. They'll make sure that your order has gone through and can send a copy of your order details. Sometimes it may be worth checking your Spam folder.

Can I cancel or amend my order?

In most circumstances, it is not possible to amend or cancel your order once confirmed. However if you do spot a problem with the order you have placed, please contact Customer Services for advice as soon as possible by calling 0115 9817363 or email info@playerlayer.com and they will be happy to try and assist with any amendments. If your order had already been despatched or delivered you will need to follow our returns policy. Non-personalised items can be returned, free of charge, for a full refund provided they are in 100% saleable condition.

New account enquiries

If would like to discuss new PlayerLayer garments for your university, school, club or business please get in touch with the Customer Services Team on info@playerlayer.com or call 0115 9817363 and they will put you in touch with the Account Manager for your area. Setting up an account with PlayerLayer is simple. The Account Manager will discuss your team/school/university or business requirements with you.

Do you ship to multiple addresses?

Yes we do, all you need to do is place a separate order for each address.

How do I ship to another country?

We ship globally, just select your shipping destination at checkout. The delivery charge will be updated. Please note different Terms & Conditions for returns apply for different shipping destinations.

How much duty and tax will I have to pay?

You will not be required to pay any import taxes or duties.

How do I know what size garment to purchase?

We have a detailed Size Guide for both BaseLayer (tight fit) and Teamwear/OuterLayer (standard fit), you can see it here

Junior BaseLayer products also have an age range which you can use as a guide when ordering.

BaseLayer garments should be worn in close contact with the skin for the product’s thermal properties to be more effective. The fabric is very stretchy, but please check the size guide to make sure you get the right size for your measurements.

If you are still having problems determining which size you need, 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.

Can I get anymore information on a product?

We try to give you as much information as possible about all of our products on the website and multiple detailed shots of each garment are shown illustrating locations of your team/school/university or business'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.

PlayerLayer Garment 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.

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

Washing

Please take care of your PlayerLayer:
To meet with British Standards, all garments have care labels sewn or printed inside them detailing how they should be cared for.

BaseLayers:

  • wash at 30 degrees
  • wash inside out (to protect the transfers)
  • Do Not tumble dry
  • Do Not iron
How long will my order take to arrive?

Most orders are delivered within 5-10 working days, with the exception of made to order and made to embellish goods. Delivery time frames should be highlighted at the time of ordering.

Can I track my order?

You will receive an email once your order has been dispatched, this indicates delivery usually within 24 hours (working days only). Orders within the UK are sent on a signed for service with DPD.

If you need tracking 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 and they will be happy to help.

I've received the wrong items, what do I do?

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.

Part of my order is missing, what do I do?

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 and they will be happy to help. Sometimes orders consisting of different types of products are dispatched from separate distribution centres so they may arrive in separate packages.

How do I check the correct 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 and they will be happy to help.

Do I need to sign for delivery?

Parcels are usually despatched with DPD on a ‘signed for’ service. The courier will make 3 attempts to deliver, each time leaving a card which you can then use to re-arrange delivery. If you need assistance, have special delivery instructions or are having problems with a delivery then please contact the Customer Services Team on info@playerlayer.com or call 0115 9817363 and they will be happy to help.

What if I need to return an item?

We want you to be completely happy with your purchase.

Please return any non-personalised items for a refund within 28 days of delivery. We will aim to refund you within 10 working days from date of receipt of the goods. If you wish to order an alternative garment or size, please order the replacements through playerlayer.com.

Please send your items to PlayerLayer in their original packaging with all tags or labels intact. If your items have been damaged or altered in any way we will be unable to accept these as a return. We do not accept returns of personalised garments, unless the items are faulty.

If you have received a faulty garment, please contact our Customer Services team.

For UK Returns

Please complete the Returns Form and include this in the package with your items. Take your parcel to your nearest Post Office, remembering to ask for a valid Proof of Postage at the Post Office as this may be required if your parcel is mislaid or lost during delivery. Please send to the address below:

FREEPOST RTJA-GYYR-SGSH
PLAYERLAYER
THE POINT
WELBECK ROAD
WEST BRIDGFORD
NOTTINGHAM
NG2 7QW

For International Returns

For items returned from outside the UK you will be required to pay postage, however if the garments are faulty we will refund the postage cost based on the local rates charged by the Post Office provider for your country. Take your parcel to your nearest Post Office, remembering to ask for a valid Proof of Postage at the Post Office as this may be required if your parcel is mislaid or lost during delivery.

If you have purchased the items through a European based school, club or university site featured on playerlayer.com, please return these in the original packaging to the relevant organisation who will request a refund/exchange and forward the garments to PlayerLayer on your behalf.

Please refer to playerlayer.com for our full terms and conditions on returns or contact Customer Services on 0115 981 7363 or send an email to info@playerlayer.com.

Do I have to pay to return items?

No, returns are free of charge. Please return goods to us using the Freepost returns label enclosed with you Dispatch Note & Returns Form. Please ensure that you return your items in the original packaging and include a completed the Returns Form; this will ensure we are able to process your return as swiftly as possible. Although you can deposit your return straight into a post box, we strongly recommend that you obtain Proof of Postage from the Post Office.

N.B. Unfortunately we cannot be held responsible if your returned item/s are lost in transit without a valid Proof of Postage. We will need to be sent a scanned/ hard copy in order to process a refund should the item go missing.

If you have purchased the items through a European based school, club or university site featured on playerlayer.com, please return these in the original packaging to the relevant organisation who will request a refund/exchange and forward the garments to PlayerLayer on your behalf.

For goods returned from outside the UK, the free post address is invalid and customers are expected to incur the cost of posting the items back to us. In certain circumstances, for example where the goods are faulty, PlayerLayer will incur any necessary return costs but please discuss with the Customer Service team prior to sending and see the section on Faulty garments.

If you require a copy of the paperwork/ Freepost address or a Returns Bag, please contact the Customer Services Team on info@playerlayer.com or call 0115 9817363 and they will be happy to help.

How long for my return to be processed?

We aim to refund any unwanted (non-personalised) or faulty items within 10 working days from receipt of the returned garment. We will contact you via e-mail to confirm that the refund has been processed.

Faulty Garments - whether personalised or non-personalised, will be exchanged within 10 working days.

Replacement Garments - perhaps you ordered the wrong size and need another one. Please place a new order on our website and return the unwanted item to us using the Freepost label enclosed with your delivery for a refund.

Can I return personalised items?

PERSONALISED ITEMS i.e. the item is embellished/ printed with your name, initials or number.

We do not accept returns of personalised items, unless the item/s is/are faulty. Please see below regards returning faulty goods.

If you would like to discuss your return please contact our Customer Services Team, either by phone 01159 817363, or by sending an email to info@playerlayer.com. Please note that personalised items will only be accepted following authorisation from Customer Service.

Can I return items with a school/university logo?

Yes, we usually accept returns of products printed or embellished with team or school logos, unless the item/s has been made to order. This should have been evident at the time of ordering. Follow the returns procedure, highlighted above. If you are unsure about whether the item has been made to order then contact the Customer Service team.

What if I have received a faulty garment?

If you believe that an item is faulty please contact our Customer Services Team, either by phone 01159 817363, or by sending an email to info@playerlayer.com and return it to us using the Freepost label provided with your order, making sure you enclose the Returns Form.

Faulty Goods - we will inspect the item, and at our discretion either repair or otherwise rectify, send a new replacement or refund the cost of the item. Under certain circumstances, we may be able to send a new replacement item in advance of receipt of the faulty garment. In this instance we will ask you to return the faulty garment to us within 14 days of receiving the replacement. We will bear any necessary costs incurred in replacing or repairing any goods that are faulty, including the costs of returning the goods to us providing you use the Freepost label (UK returns only) as well as the cost of despatching replacement goods.

I have been sent the wrong item?

If you have received the wrong item or there is an error with the embellishment or personalisation, please contact our Customer Services Team, either by phone 0115 9817363, or by sending an email to info@playerlayer.com and return it to us using the Freepost label provided with your order, making sure you enclose the Returns Form. We will usually be happy to order a replacement prior to receiving the return but may ask for photographic evidence.