Customer Services FAQ
Our PlayerLayer Customer Services team is available Monday to Friday 0900-1730. A quick way of contacting us is via our Customer Services web form where you can email across your query and we will respond as quickly as possible. Remember to include your order reference if you have one so we can retrieve your details easily from our systems. To access our Customer Services form, click here.
In order to assist you, some of our most Frequently Asked Questions are below.
How do I find my team, university or school?
Use the Search box to type your team, university or school account name which will then appear in the drop-down list. Select and click on the relevant one to order from your account page.
How do I set up a customer account online when placing an order?
Can I personalise my garment?
Certain teamwear items and bags can be personalised with a name, initial or numbers depending what has been agreed with your account for a fee. If available, this option is displayed on the product page. Please note personalised items cannot be refunded unless faulty.
What payment methods can I use?
You can pay using the following credit and debit cards when you place your order online. Payment will be taken at the time you place the order.
What is the standard delivery charge?
There is a standard UK delivery charge of £4.95. Delivery charges for countries outside the UK vary by region
£/€/$ 7.50 - Europe
£/€/$ 20 - USA
£/€/$ 25 - Non-Europe and key nations - China, India, Canada
£/€/$ 30 - Rest of World
You may be required to pay import taxes or duties depending on the destinations. Returns from the UK are free of charge, however you may be required to pay postage if you are returning from a country outside the UK. For full details, please refer to our Returns policy.
How do I use a discount code?
Add your garments to your basket, proceed to check-out then enter any discount/promotional codes at the payment and your order will automatically be adjusted.
Can I cancel or amend my order?
In most circumstances, it is not possible to amend or cancel your order once confirmed and payment taken. However, if you do spot a problem with the order please contact Customer Services for advice as soon as possible and they will try to assist. If your order had already been despatched, you will need to follow our Returns Policy which is included with your order.
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 register your interest via email through the Notify Me feature. You will then be emailed when that product, in the size you require, becomes available again.
Why haven’t I received an Order Confirmation via email?
Firstly, check your Junk folder and if your Order Confirmation is not there please contact
Customer Services to check your email address spelling or to re-send a copy of your order details.
How do I know what size garment to purchase and what the garment is like?
We have a detailed Size Guide for all our garment types which you can see here.
How long will my order take to arrive?
Orders made via our web site are delivered within 10 working days however for some orders there may be a pre-sell future delivery date depending on the account and garment. Delivery time frames are highlighted at the time of ordering and printed on the Order Confirmation. Please note that during peak periods due to increased volumes lead times may be extended beyond 10 working days. This will be reflected on your order confrimation.
Can I track my order once dispatched?
You will receive an email once your order has been dispatched which should contain a link to courier tracking. For UK deliveries, the courier service is next day Monday to Friday from point of despatch. A signature will be required for your delivery.
When will I get my refund?
We aim to refund any returned non-personalised or faulty garments (whether personalised or non-personalised) 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. If you require a replacement item, please order direct from our website.
I've received the wrong items or have an item missing, what do I do?
If you have received any incorrect item(s) or have an item missing from your order, please contact Customer Services who will check and re-order a replacement on your behalf. Please return the incorrect garment by following the Returns Policy included with your delivery or just click here for full details.
What is you Returns policy ?